Buffalo Thunder Resort and Casino

After reviewing the posts left on this page I was discouraged at first to choose this Hotel Resort as my family's vacation hub. We tend to travel between the children's school schedules and found the opportunity to visit the South West in such a time.
As said before, this was not the first choice for spending our week in New Mexico but after viewing the surrounding area, my second, superior thought was, "How could we not want these views."
With our arrival day we spent the afternoon walking the great conference halls of the resort, enthralled with the admiration for the decorative art pieces for the pueblo tribes. I felt connected to something beyond history while I peered into the statues that tower grand in the halls. Being from urban Michigan, I was touched by the history of the pueblo peoples, as if they were my family in another life. Boy was it a rush.
I've had one other experience like this in the past, when my family's vacation took us to Blue Water Resort and Casino. I feel the people on a spiritual level, it's indescribable.

Additionally, the location allowed my family to travel to many areas of the South West New Mexico, and travel we did. We spent only the nights inside the Resort as we were journeying throughout the week, but I do believe I chose the perfect place for our rest.

The rooms, beautiful. I often spent the first hour of my nightly rest, staring at the art decorating the walls. Wondering what my life would be, in the People's shoes.

Overall my experience at the Buffalo Thunder Resort and Casino will be missed, but not overlooked the next time my family is brought to New Mexico.

Decided to take a weekend resort vaction. Worst decision I have made on this place to stay. 1st the website stated that the pools were closed. To find out the out door pool was in use. 2nd the hotel had a 2 night stay minimum which we only want to stay one night. We did the 2 night stay but never got the room cleaned while we are there. Food was over priced and terrible at the Red Sage resturant. One of the main reason we went there was to golf, as we did. The course is in terrible shape. Greens have holes and sand all over them and the fair ways are dry. Worst resort stay I have ever experieced. There is no customer service there. I will never waste my money there again!

Worst experience ever week after week not a single pay out I know its not my luck machines are super tied up.not 🆒 player 311335 can this experience change?Ty

This is the WORST customer service I have heard of from a Hilton propertyNot knowing your business at your resort and then putting the blame on the casino itself? People come to YOUR hotel to go and gamble WITHIN the resortYour hotel staff obviously knew this was an issue moving INTO the weekend, as you are literally connected to each other, separate from their establishment or notAs for my belongings, your right, you do have a safe available, one in which we used, but my belongings don't just up and walk from my truck to my room and disappear in a weekend from my room over two days unless it is something internal with your staffPolice report has been filed and I contacted Leroy L***I will be sending this up to your C-level executives to show how this "double diamond" establishment is runI MIGHT expect this out of some Hilton Garden inn in the ghetto of Phoenix, but not a DOUBLE DIAMOND upscale Hilton propertyWe will NEVER stay at this property again, and I will blast ALL social media sites sharing your "I don't give a crap about your stay or your stolen property" attitude POLICE REPORT ID [redacted] Complaint: [redacted] I am rejecting this response because: Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

03/17/2016 Dear Revdex.com,  Mr. [redacted] was a guest at our Hotel for the dates of February 19-21, 2016. Guest was contacted by our Operations Analyst on 3/9/16 to pursue this matter he would have to file a claim and incident report with the Pueblo of Pojoaque...

Safety Officer, [redacted] at ###-###-#### or by email [redacted]. Please see the attached correspondence between the hotel guest.  If you should have any other questions feel free to contact me directly.  Regards, Brenton T**Credit Manager Hilton Santa Fe Buffalo Thunder[redacted]###-###-#### direct###-###-#### fax

This is the WORST customer service I have heard of from a Hilton property. Not knowing your business at your resort and then putting the blame on the casino itself? People come to YOUR hotel to go and gamble WITHIN the resort. Your hotel staff obviously knew this was an issue moving INTO the weekend, as you are literally connected to each other, separate from their establishment or not. As for my belongings, your right, you do have a safe available, one in which we used, but my belongings don't just up and walk from my truck to my room and disappear in a weekend from my room over two days unless it is something internal with your staff. Police report has been filed and I contacted Leroy L[redacted]. I will be sending this up to your C-level executives to show how this "double diamond" establishment is run. I MIGHT expect this out of some Hilton Garden inn in the ghetto of Phoenix, but not a DOUBLE DIAMOND upscale Hilton property. We will NEVER stay at this property again, and I will blast ALL social media sites sharing your "I don't give a crap about your stay or your stolen property" attitude POLICE REPORT ID [redacted]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

March 30, 2016Revdex.com7007 Jefferson St. NE — Suite A Albuquerque, NM 87109Dear Revdex.com:As a follow up to our previous letter to you on 3/17/16 regarding a complaint made by [redacted], I offer the followrlg:Mr. [redacted] was a guest of our hotel from February 19th-21st. After returning home from his stay, he stated that a pair of sunglasses that his wife had brought were missing. He called the hotel to report the loss, and the call was logged and their guestroom searched with negative results. We do have record of a call returned to Mr. [redacted] at which time he was notified of our findings by one of our Housekeeping Supervisors. As the sunglasses were never in our possession and we do offer in-room safes for all guests, the Hilton Santa Fe Buffalo Thunder cannot be responsible for this loss. Mr. [redacted] has stated that he will be contacting the Pueblo of Pojoaque Safety Officer, Leroy L[redacted] to file a claim with him.Regarding the other issue that Mr. [redacted] identified, which was the fact that the casino located on this property was not fully operational. He was concerned that Casino Management failed to inform him prior to his visit that they were undergoing a complete changeover to a new computer system that may affect their casino guests. Hilton does not manage the casino, which is operated by the Buffalo Thunder Resort and Casino. I have passed along Mr. [redacted]'s concerns to Casino Management for follow up with him.Hopefully, this will fully explain what actions we have taken and what we will not be able to address.Sincerely,Hal L[redacted] General managerHilton Santa Fe Buffalo Thunder

This still does not resolve our issue with the entire stay. Simply telling me what needs to be done to resolve my missing belongings from my room. what about the rest of it?? I will seriously post on every hotel review site as well as submit on every travel thread out there should this not be corrected. I will email Leroy now about the glasses. They should have been proactive and calling me since my initial call into the hotel. Sad this is how you have treated this issue. I will NOT stay at your property again, and am seriously planning on cancelling our membership and other reservations for the year at your other properties.
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]