Embassy Suites by Hilton Albuquerque

everything. it was beautiful... happy hour drinks & snacks... great breakfast included...

Jordyn was awesome 👏🏾

Location

The overall hospitality by everyone at the hotel was extremely nice and welcoming. Walking into our room felt like home and it was a very nice touch to have the message, welcoming you with your name on the TV. The room itself smelled and looked very cleaned. The King Size bed and pillows were comfortable to sleep on and also having soft sheets, which is a bonus you do not always get in hotels. The breakfast was very good. Better than most restaurant we could have went to. The food was hot and prepared well. The two chefs that were making the omelets, pancakes, and other cook to order items, were very good at preparing our meal. Thank you to everyone at Embassy Suites Albuquerque for our stay.

Very comfy.

Location, clean room, good breakfast

Breakfast, room excellent service

Despite being greeted indifferently by the manager during check in, we chose to ignore how he robotically mumbled at us because this really IS a nice looking hotel.

But then we got to our room.
We first noticed the bathroom door didn’t lock or even close properly. Then noticed that the lights and TV in the bedroom didn’t work and the AC was very warm locked on 78, but felt much hotter. The AC wouldn’t respond at all.

So I spoke to a young woman at the front desk to get some help. She didn’t seem surprised or concerned with our room issues. She said she would send someone up to take a look but refused to give us an estimate of how long we might be waiting. I asked her if we could switch rooms and she responded indifferently that there were no other rooms available. There was no interest or care from her, no options to offer. She pointed out the manager and said I could take it up with him if I wanted (the same one who mumbled at us when we checked in).

At this point my young kids are still upstairs in the hot room with my spouse, tired from a day of driving. We are all ready to go to bed but too hot to get comfortable. An engineer has come by and was able to get the power on briefly but as soon as he left- the bedroom power and AC went out again.

Around this time, I get a generic text from a Hilton agent checking on our stay, encouraging me to reach out via text with any issues. I messaged back immediately and got a robotic auto reply.
Eventually, the agent (a human) gets back to me via text, but not once does he apologize or give any indication that he has had any training in basic customer service.

Long story long, the hotels engineer had to come back several times to address the electrical issues in our room. It took hours for our room to cool off once it was finally fixed, well past my kids bedtimes. And the agent texting me back and forth never did offer an apology, acknowledge any inconvenience, or even offer so much as a bottle of water. I kept the text thread incase a rep reached out for more info.

I understand things break and nothing is ever perfect. But it was the customer service response here that was so consistently lacking across multiple staff interactions…why would I ever giving this place another try?

Breakfast was great, parking was horrible and I never received my security deposit back