Four Seasons Resort Rancho Encantado Santa Fe

We chose the Four Seasons Resort Rancho Encantado in Santa Fe to celebrate our anniversary. During my massage, the therapist applied oil directly to my hair without asking. My hair was drenched, and I had no way to fix it before our anniversary dinner—it left me feeling uncomfortable on what should have been a special night. I reported the issue to the hotel and followed up by email, but I never received a reply. At this level of property, I expected acknowledgment and a simple apology at minimum. Four Seasons is known for its service philosophy, and I hope management reviews this situation so other guests aren’t put in the same position. The rest of the property is beautiful, but the lack of response to a clear service issue was disappointing.

Santa Fe resident of 20 years. Not sure what is happening here, but what used to be a great venue, has fallen to the bottom of my long list of Santa Fe dining favorites. Last night, the Thursday prior to Indian Market weekend, (one of the three busiest times in town), this restaurant was nearly empty at 7:00. The bar was even emptier. Once seated for dinner, we waited for 20 minutes with only water served. No waiter. There were a sum total of two waiters on the floor. Finally, our waiter showed up, apologized for the delay, and took our drink orders. they arrived 10 minutes later, with two correct cocktails, one had to go back. The meal was actually great, but the mood was off by then considerably. Departing the hotel, headed to our driver, I heard arguing as I approached the car. The valet was yelling at my personal driver, (not an UBER), and was berating his Asian background, making squinty eye gestures. As it happens, the driver told me en route to the 4 seasons, that he and his wife often go there for drinks. He mentioned this to the valet, Robert, who said,"I doubt that you can afford it". Pretty amazing interaction in front of guests, including my 96 year old mother. The valet had apparently started the confrontation with my driver because he demanded that he pull up an extra three feet. He wasn't even close to the entrance steps, and there WERE NO OTHER CARS! When the driver explained he was picking up an elderly client, the driver tried to open his car door, and eject him from the car. Either 4 Seasons has gone to the bottom of the barrel for hiring, or they need refresher courses in civility to guests. For me, it was the end of an unpleasant evening, as well as a former favorite place of mine, now scratched from the list.

This is a beautiful property. Our room (casita???) was beautiful and elegant. The staff at the resort were all friendly and helpful. The food at the on-site Terra restaurant was excellent. I highly recommend the Dulce de Leche Warm Cake for dessert, but know that it's big enough for two people, so bring a friend! It was one of the best dessert experiences I have had anywhere.