We are so disappointed in the check in process. My whole family decided to take a weekend getaway to BT. We arrived with a reservation for three rooms. One of the room supposed to be a suit with 2 bedrooms. We dealt with John Rosar after what I felt like a long time to check in John seemed confused. He was not paying attention to our needs. He kept saying we have reservation for 4 rooms not 3. He finally got it. We also told him we will check in in two rooms now and the third tomorrow. That's how we booked it over the phone. We also explained one of the room is the suit with two bedroom for tonight. We went to the room and found out that he gave us a single room at the suit price on top of that. When I brought it to his attention a mistake has been made. He bacame defensive, rude and unwilling to fix it. He made us very upset and we told him we want to speak to a manger he said he was the manager. We found out the manager is him it's Lisa Vigil. When we told him we want to speak to Lisa, he said she's not here and we need to come back and see her on Monday in a rude manner. We finaly told him that we going to post a bad experience review, his response " that sounds good" we will never recommend this place or ever come back again.
This casino is a bigger rip off than others casino because their players club is a ripoff! They advertise a 50% return on money up to a certain amount I believe it was up to 100.00 as an incentive to join. Well, what they do not tell you is you have to wait 4 days to get your 50%, which mean, if you are traveling through you get nothing. We were there for a while and I never saw one person win anything substantial. The two people who got bonus that I saw, got a whooping 10.00 or so and both were playing max. Don't waste your time here. Not worth it.
Poor Service at the Buffalo Thunder Hotel and Casi
Overall rating
2.0
Slots
2.0
Table Games
2.0
Customer Service
1.0
Player's Club
2.0
Gaming Atmosphere
2.0
Amenities or Hotel
3.0
Food & Drink
2.0
I recently stayed at the Buffalo Thunder Hotel and Casino in Santa Fe with my family and it was a big disappointment. I called the hotel twice before placing reservation and received wrong information both times about their restaurants and kennel. None of the buffets were open and there is no kennel. We almost booked a rate that includes breakfast but THERE IS NO BREAKFAST available at this hotel. We had to drive for several miles with young children and the dog every time we had to eat. This hotel is far away from the city.
The service provided during our stay was poor too. The Hilton customer service hasn't corrected their official site about the services offered. I had a frustrating experience with Hilton customer service also. I don't recommend the Buffalo Thunder hotel.
