Kids Quest Santa Fe Station Hotel – Casino

After our last visit in December, we discovered the staff here was unable to honor a simple request to not give my kids sugary snacks. I had a lengthy discussion with the manager, Vivian, over the phone. She assured me she would discuss this with her staff. She offered me a credit on my account which was to be applied to our next visit. My concern with her at this time had to do with the many kids who have food allergies and if the staff made this mistake with them, they could have a medical emergency on their hands. The second concern is when we were checking out and I brought up my complaint, not one «teammate» on the premises was capable of handling my concern appropriately. The girl just stood there like a deer in the headlights and could not even respond. These are the people you hire to watch my kids??? They cannot even think on their feet when there is an issue!
After a two month hiatus from the place and reassurance from the manager that she would handle it, we tried the place again tonight. At least tonight they did not load my kids up with sugar. But at checkout when I inquired about the credit they offered us from the mistakes last visit, again deer in the headlights look! No manager on premises for a resolution or to handle it. Very poor customer service. I encourage parents to think twice about entrusting their precious kids to people who cannot run an organized and professional place for kids. Apparently, the real managers are only there some of the time and the rest, the staff is a bunch of young kids without their thinking caps on.