Extremely disappointed with our stay here.
I booked 2 nights here to celebrate my boyfriend's graduation and birthday here. Keep in mind this is our first time staying here. When i made the reservations online i specifically looked for a room that had in the description "AMAZING VIEWS".
And in the confirmation email the rate was set for $240 for the 2 nights.
Well, when we checked in the rate was brought up to $391+ deposit.
Had no choice but to accept it because this trip was already planned over a month ago.
Then we make our way to the room and our "AMAZING VIEWS" was the roof... i go back down and i let them know i specifically booked a room that had in the description "AMAZING VIEWS" and asked if we could be moved to a different room.
I was told that because of the type of room that i booked that all of them would have a roof view. I told them i didn't know the difference between Acc Junior suit and Junior suit that i just went off of the description on their website.
They told me they had nothing else available for me.
On top of that when we walked into the room we notice the nightstands and desks are covered in dust.
I'm just sad that this trip we were so excited to take didn't turn out as i expected.
We still had fun in the casino although we lost a lot of money but i wish the hotel wouldn't have screwed us over this way.
Tiffany Montaño
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August 14, 2025
Always friendly, give prompt attention, machines are always clean, staff is cheerful. When going somewhere to wind down, it is always nice to walk into an environment with people who seem genuinely glad you're there. It's affirming. However, most importantly, they are always supportive of the local businesses around them. Truly fantastic!
David Clinton
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June 28, 2025
The rooms at Santa Ana are nice and the swimming pool is even nicer. The service although has been lacking for a while. The dealers act as if they are in control of you and they will change roulette dealers within 15 minutes while other casinos will change dealers every 30 minutes or even later. By the time you have the vibe and you are winning with one dealer, they change it and change it while you’re playing instead of waiting till the bets have stopped. The machines aren’t as loose as they used to be and Pay out the way they did in the past . I think too many giveaways cut into the revenue of just paying people out regularly . The service for food used to be exemplary But lately just asking for Rocky Road ice cream seems to be a problem. They never have it in stock and they rarely do although it’s the favorite of the casino in the small restaurant that they have. If you make a complaint, it is your fault. If a machine does not operate correctly it can be your fault also. There used to be a time when they cared about customer service prior to Covid. I gave a favorable review, considering my complaints. I think logistically they could do better if they’re out of a product and realize that many people are ordering it they may consider ordering more of the popular product. They also got rid of the buffalo bison burger that a lot of people liked, and then they brought in the sports bar with some cheap hamburger products.
Daisy
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August 15, 2025
It was very upsetting to pay over 400 and my children not be able to use the hot tub ......CHILDREN UNDER THE AGE OF 13 ARE NOT ALLOWED TO USE THE HOT TUB ....... this was almost our go to stop for relaxation the first night kids got to enjoy pool and hot tub second night it was a PROBLEM just letting u guys know so u dont get a surprise I've never been to a casino resort where this was mandate this is not a family friendly establishment js save ur money. Everything else was amazing and only wish my kids whom are 11 can enjoy what we pay for ..... I had to tell them to enforce all the rules because just in the other hot tub they were letting guy drink beer and didn't say something until I brought it up ...... the lady was upset I asked her to enforce all the rules
Evelynne Gonzalez
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August 31, 2025
Booked two nights at this establishment. Checked in at 11:30pm Friday night after coming back from a concert. Decided to a little bit of gambling and ate before calling it a night. We were tired and wanted to shower and go to bed. When I turned the shower on, no cold water came out. The water was extremely hot and no way anyone could take a shower with that temperature without risking 3rd degree burns. Called the front desk around 1:30am to see what they can do. The receptionist told me that I cannot be moved because they were sold out. He said he can put in a maintenance request but because of the time he didn’t know if it would be addressed immediately that it could take hours. He was empathetic and said that he understood my frustration. I told him that it’ll be fine until the morning. He said he would let management know and that he believed I would be comped the night for my inconvenience. I called the next morning around noon since no one had reached out to me. I spoke a lady and said they would send maintenance up. I mentioned the comp and the manager became upset and said no, no comp because maintenance was available. Again, maintenance was NOT available immediately according to the young man the night prior. She said tge only thing they can do for me was give me $25 off Friday night stay. $25 is a slap in the face saying screw you, we don’t care. Fine, okay! Maintenance went up and worked on it. I received a call back letting me know that the issue has been resolved. Me thinking and trusting the issue was resolved decided to finally shower and wash my hair. Turned the shower on and yes it worked up until two minutes in and then again came the extremely hot water. The water burned the back of my head that a lot of hair came off my scalp. I got out the shower and had to finish washing my hair in the sink and used used washcloths to wash my body. Remind you, this is supposed to be a suite and Im washing myself in a sink! How embarrassing for this establishment! I didn’t call the front desk again to complain since the rude manager with white hair had already told she could only give me $25 off. What was the point. When I checked out I asked for my receipt and told them that the issue was not resolved. The rude manager with white hair only said I’ll let maintenance know and walked away. No sympathy from her, nothing! The other two receptionist were sympathetic and said they would let someone higher than her know. This was extremely frustrating and nonetheless embarrassing!!! The back of my head is burned and I hope hair will grow back there one day. All that for $25 off!!!
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54 Jemez Canyon Dam Rd, Bernalillo, NM 87004, USA
Claim Listing: Santa Ana Star Casino Hotel
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Extremely disappointed with our stay here. I booked 2 nights here to celebrate my boyfriend's graduation and birthday here. Keep in mind this is our first time staying here. When i made the reservations online i specifically looked for a room that had in the description "AMAZING VIEWS". And in the confirmation email the rate was set for $240 for the 2 nights. Well, when we checked in the rate was brought up to $391+ deposit. Had no choice but to accept it because this trip was already planned over a month ago. Then we make our way to the room and our "AMAZING VIEWS" was the roof... i go back down and i let them know i specifically booked a room that had in the description "AMAZING VIEWS" and asked if we could be moved to a different room. I was told that because of the type of room that i booked that all of them would have a roof view. I told them i didn't know the difference between Acc Junior suit and Junior suit that i just went off of the description on their website. They told me they had nothing else available for me. On top of that when we walked into the room we notice the nightstands and desks are covered in dust. I'm just sad that this trip we were so excited to take didn't turn out as i expected. We still had fun in the casino although we lost a lot of money but i wish the hotel wouldn't have screwed us over this way.
Always friendly, give prompt attention, machines are always clean, staff is cheerful. When going somewhere to wind down, it is always nice to walk into an environment with people who seem genuinely glad you're there. It's affirming. However, most importantly, they are always supportive of the local businesses around them. Truly fantastic!
The rooms at Santa Ana are nice and the swimming pool is even nicer. The service although has been lacking for a while. The dealers act as if they are in control of you and they will change roulette dealers within 15 minutes while other casinos will change dealers every 30 minutes or even later. By the time you have the vibe and you are winning with one dealer, they change it and change it while you’re playing instead of waiting till the bets have stopped. The machines aren’t as loose as they used to be and Pay out the way they did in the past . I think too many giveaways cut into the revenue of just paying people out regularly . The service for food used to be exemplary But lately just asking for Rocky Road ice cream seems to be a problem. They never have it in stock and they rarely do although it’s the favorite of the casino in the small restaurant that they have. If you make a complaint, it is your fault. If a machine does not operate correctly it can be your fault also. There used to be a time when they cared about customer service prior to Covid. I gave a favorable review, considering my complaints. I think logistically they could do better if they’re out of a product and realize that many people are ordering it they may consider ordering more of the popular product. They also got rid of the buffalo bison burger that a lot of people liked, and then they brought in the sports bar with some cheap hamburger products.
It was very upsetting to pay over 400 and my children not be able to use the hot tub ......CHILDREN UNDER THE AGE OF 13 ARE NOT ALLOWED TO USE THE HOT TUB ....... this was almost our go to stop for relaxation the first night kids got to enjoy pool and hot tub second night it was a PROBLEM just letting u guys know so u dont get a surprise I've never been to a casino resort where this was mandate this is not a family friendly establishment js save ur money. Everything else was amazing and only wish my kids whom are 11 can enjoy what we pay for ..... I had to tell them to enforce all the rules because just in the other hot tub they were letting guy drink beer and didn't say something until I brought it up ...... the lady was upset I asked her to enforce all the rules
Booked two nights at this establishment. Checked in at 11:30pm Friday night after coming back from a concert. Decided to a little bit of gambling and ate before calling it a night. We were tired and wanted to shower and go to bed. When I turned the shower on, no cold water came out. The water was extremely hot and no way anyone could take a shower with that temperature without risking 3rd degree burns. Called the front desk around 1:30am to see what they can do. The receptionist told me that I cannot be moved because they were sold out. He said he can put in a maintenance request but because of the time he didn’t know if it would be addressed immediately that it could take hours. He was empathetic and said that he understood my frustration. I told him that it’ll be fine until the morning. He said he would let management know and that he believed I would be comped the night for my inconvenience. I called the next morning around noon since no one had reached out to me. I spoke a lady and said they would send maintenance up. I mentioned the comp and the manager became upset and said no, no comp because maintenance was available. Again, maintenance was NOT available immediately according to the young man the night prior. She said tge only thing they can do for me was give me $25 off Friday night stay. $25 is a slap in the face saying screw you, we don’t care. Fine, okay! Maintenance went up and worked on it. I received a call back letting me know that the issue has been resolved. Me thinking and trusting the issue was resolved decided to finally shower and wash my hair. Turned the shower on and yes it worked up until two minutes in and then again came the extremely hot water. The water burned the back of my head that a lot of hair came off my scalp. I got out the shower and had to finish washing my hair in the sink and used used washcloths to wash my body. Remind you, this is supposed to be a suite and Im washing myself in a sink! How embarrassing for this establishment! I didn’t call the front desk again to complain since the rude manager with white hair had already told she could only give me $25 off. What was the point. When I checked out I asked for my receipt and told them that the issue was not resolved. The rude manager with white hair only said I’ll let maintenance know and walked away. No sympathy from her, nothing! The other two receptionist were sympathetic and said they would let someone higher than her know. This was extremely frustrating and nonetheless embarrassing!!! The back of my head is burned and I hope hair will grow back there one day. All that for $25 off!!!