Extremely Disappointing Stay – Would Not Recommend Our stay at CouCou Bar Hotel Restaurant in Santa Fe was unfortunately a very negative experience from start to finish. Check-in Experience: Upon arrival, we received no assistance with our luggage. Despite at least five staff members standing around with nothing to do, none offered help or even a greeting. This left a poor first impression. Room Conditions: We had booked two rooms. The first room was passable, though the bathroom had a leak and visible mold on the ceiling. The second room was unacceptable: it smelled strongly of sewage, had leaks under the toilet, cobwebs, and insects crawling everywhere—including cockroaches along the outside walls. The water heater looked like it dated back to the 70s and seemed barely functional. After complaining, we were moved to a better room. While this new room was cleaner and without leaks, the inconsistency in room quality was striking. Every room has different amenities—some have smart TVs, others have tiny dummy ones, and not all have basic furniture like dressers or nightstands, so we had to charge our phones on the floor. The new room also had a power outlet right next to the shower heater. This isn't normally a problem, but the shower heater is at shower head level, and the socket was not attached to the wall and had gaps. I had to close it myself as much as I could. Room Service: One of the worst experiences was with room service. I ordered Chili Con Carne, and they added a 10% service charge to deliver it about 12 steps away to our terrace—which was already a bit much, however I was starving. I was told it would take 25–30 minutes. After waiting 30 minutes, my wife followed up and was told “5 more minutes.” Another 30 minutes later, I asked again and got the same response. When I pushed back, the staff member panicked and admitted the cook had taken the wrong "box"—apparently the food had been pre-cooked three days ago and stored in containers for reheating. In this case the cook took the "Bolognaise" box instead of the "Chili Con Carne" box. I was appalled. When the food finally came, it was clearly a sloppy mix of bolognese sauce with some beans thrown in. It was disgusting. After this, I chose not to give CouCou any more of my business during our stay, and we dined elsewhere for the rest of the week. The lack of apologies and accountability is unprofessional. This happened Tuesday, our second day out of five. Noise and Safety Concerns: To make matters worse, one night around 1 AM, a couple staying in one of the nearby rooms got into a loud argument and repeatedly slammed their door. This went on for quite a while and disturbed our sleep even further. Despite there being a guard on duty, no action was taken to address the situation or restore peace. It added to the overall feeling of neglect and lack of responsibility from the hotel staff. Housekeeping and Staff Behavior: There was no daily cleaning despite signs indicating this would
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