Hotel Holiday Inn Express di Albuquerque

When we got to the hotel for check-in they had freshly baked cookies which were absolutely delicious! That's something we haven't had at any of the other hotels the past 3 weeks so it added a bit of a personal touch. I'm not a coffee or tea drinker so I was glad to see hot chocolate was available at all times. Staff were excellent and the room was good and updated too. The breakfast was good too.

Pros: Room was nice, spacious and clean. The mattress and pillows were so comfortable! Breakfast was pretty standard Holiday Inn breakfast foods, well stocked and plenty of seating. Room was nice and cool. Cons: Hallways smelled like a farm and too warm for comfort. Front desk staff was rather rude when we called to ask for bedding for the sofa bed to be brought up, we were informed we had to go down and pick it up ourselves and they never put it in the room. We also weren’t supplied with enough shower towels for the people we had in the room, so we had to go get more of those too. Location was in a little bit of a sketchy area, but the parking lot was well lit. Overall good stay.

A knock on our door at 8pm my wife opened the door to be met by the front desk lady aggressively telling her “multiple complaints about excessive noise and shouting from our room, she had listened at our door and heard screaming and if she got one more complaint we would have to leave the hotel”. I called back down stairs as I was in shock - i thought she must have the wrong room - the only noise was from our perhaps boisterous 6 year old who was watching a kids show on YouTube kids. But she again reiterated “screaming” and that we would be forced to leave. In my opinion I don’t think you could find a quieter family. Certainly the TV would have made more noise. Shocking unbelievably bad customer service - simply asking us to keep the noise down as someone had complained would have been sufficient - but the instant escalation to leave the hotel…..left us feeling very upset. If we disturbed someone at 8pm in the evening, we are truly sorry. The noise insulation seemed good in the hotel - we only heard occasional doors closing and the freeway traffic outside. We had got in from dinner around 7:15pm after a 9 hour drive. After the complaint at 8pm we spent the next 45 mins whispering and stressing that somehow we were going to be put out in the street in a Saturday night in Albuquerque, before going to sleep. Needless to say it was a restless night sleep. As for the hotel, we stayed at a Holiday Inn Express hotel the night before in Fort Worth. So we had a direct compare and contrast. In Albuquerque the shower did not work and there was a problem with the functionality of the blackout shades. The breakfast was a little disappointing as there was only half of the items offered actually available (the sausage and biscuits were great). No yogurts, cinnamon roles, bread for toast. And there was a distinct absence of any staff replenishing food, or cleaning tables etc. Check in was also odd - we had booked a prepaid non cancellation 2 x queen bed room (for our family of 4). Arrived around 5pm. At check in “sorry I don’t have that room, but I do have a king suite with a sofa bed; the hotel is fully booked”. I explained that didn’t work for us, we needed two beds. After some time on the computer the lady said ok, I have a room for you “someone else is going to be disappointed when they check in tonight”. I have no idea what the criteria used to select disappointing a guest were. Overall something just not right with the way this property was running.

The customer associate at the front desk is rude, hostile, unfriendly and not trained to perform the duties expected of her. 1. She did not check my id to confirm that we had already checked-in online for a 3 pm check-in (we arrived at 2:30 pm) and our room was ready. Somehow, we are supposed to provide her that information. 2. She started explaining that how the facility is short staffed and that I had to wait with my family (2 year and 4 year old) in the lobby and have our lunch there since out room will be ready only at 3:30 pm and there is nothing she can do about it. 3. She did not apologize, say sorry for the mistake on her part noted in 1. She was unapologetic for the confusion caused because of her and was unwelcoming to outright hostile during our check-in. 4. She did not provide the general instructions regarding the facilities. (breakfast, gym, pool etc) as part of the check-in process. Dear Corporate IHG team, Please spend time and resources to train the associates. These are the points of contacts where guests experience your service. Your marketing $$$ to chase customers won't matter if you have an untrained, hostile associate to `welcome guests.`

房間乾淨整潔，離氣球公園不遠，離城市快速路很近。安靜，免費送的早餐不錯，邊上還有一個加油站，我們選的熱氣球公司開車就一分鐘就到了。