Element Albuquerque Uptown

We stayed at a very nice looking hotel but we received a cold welcome at the front desk and throuhgout the stay. The employees wouldn't even say hello = or seemed annoyed when they walked by, the staff was not very knowledgeble and their attitude was plainly "we just work here". This is a reflection of management not doing the work: probably little to no training and hiring kids while in school with zero training in customer service and zero people skills. This is how they keep their profits high - I guess. Give it a few years, to find the right management and employees...

The hotel itself is great - no issues here. However, the front desk person my colleague and I dealt with at different times of day is terrible and should not be allowed to work at any hotel - let alone a Marriott brand. She refused to provide an upgrade - even tough she verbally confirmed there were upgrades available. So, I wasn't able to receive a Marriott benefit as required by Marriot policy (if an upgrade is available) She didn't provide any information about the hotel other then the room number. No information about breakfast, no information about resources, no information about option to receive a voucher for the marketplace - instead of the the points, and no information about the top floor "free drinks and snacks" during their "rest period". We had to discover this out on our own. She refused service to my colleague while she was waiting for a different customer to call their bank to resolve a credit card issue - looking at him as an annoyance. She refused to check us out until we actually leave the hotel. She refused to connect me to a manager when I tried to complain. Refused to call the manager and have him/her calls me back, and called me names when we wanted clarification on the policy - She just said "she doesn't want" to call the manager (knowing that we were going to complain). Checkout eventually and was told I'm no longer welcome at this hotel - by the front desk manager. (?!?!)

This is a new hotel, not ready for prime time. Our membership upgrade ended up being a downgrade: no in room coffee maker and was told it we couldn’t get one even though website stated we would have one. No ice bucket, phone didn’t work, no liner in waste baskets, no chair as depicted in photos. The elevator to the roof top bar/restaurant wasn’t working . The engineer, Mr Lopez, came in on his day off to try to correct all issues.We had to request towels and they provided some with someone else’s hair on it! With the exception of Anthony at the front desk (I was told he was the manager) everyone was apologetic and tried to make things right. He, however, had quite the attitude when requesting promised and paid for amenities. The housekeeping staff, Mr Lopez, Drew, Mike and Michael at the front desk are team members Westin should reward. Anthony, however, could use some additional training in customer service Conveniently located when driving cross country, I hope they get their act together for future trips

My partner and I stayed here on our way to burning man. We booked a studio 1 king with pullout couch. It was nestle in a great area that was clean and felt safe. We had a truck full of our supplies for burning man and were reassured at check in that there are cameras everywhere on the perimeter as well as good lighting near the space we parked in. The hotel is relatively new, so it was very clean. We got in too late to experience the restaurant/bar on the rooftop but it was probably spectacular. The breakfast was nice, light and yummy. The staff was so friendly and seemed like they would go out of their way to help. There tons of shopping options within walking distance, along with restaurants. We will definitely stay here again as we make the trip from Texas to Nevada for burning man.