Luxx Hotel & Casitas Suites

Write a Review505-988-5899

OPEN NOW - Closes at 10:00pm

On July 17, 2001 we booked a reservation for the night of October 28 at the Luxx Plaza Hotel in Santa Fe, NM using Hotels.com. The reservation email stated “Your credit card will not be charged unless the cancellation deadline has passed.” We cancelled the reservation less than 5 hours after we made it when we became aware that the Luxx Hotel’s practice was to charge half of the cost at the time of booking and we had no desire to have the money committed for a hotel room some 3 months in advance. The information from Hotels.com stated that we had to “cancel at least 14 days before day of arrival.” On July 24 I called the Luxx Hotel regarding a refund and was informed that their cancellation policy was “No refunds within 45 or 90 (holiday/event) days before arrival.” I pointed out that our cancellation was 90+ days in advance and someone who called himself Gordon said that he had just issued a refund. The refund did not occur. I also tried emailing but got no response. I also sent an email to Hotels.com via their website and have not received a response. My advice is to avoid the Luxx Hotel. I also recommend not using Hotels.com as the cancellation and possibly other information they provide for a hotel may be significantly different than the hotel’s policy and they have proven unresponsive in addressing problems. I started posting this review on September 20 as I have now given both the Luxx Plaza Hotel and Hotels.com more than sufficient time to provide me with a refund.