Hotel berhampiran Dog Park, Rio Rancho

I reserved a day room (8am-5pm). On check in, the person at the front desk had no idea what a day room was. After explaining it for or five times, she said nothing was available. Then she asked me to wait while she looked into it. I then waited while she checked out 10 or 12 people because no one else was on duty and the manager unreachable. Then she found a room she could give me but couldn’t complete the check in and I had to wait again. Eventually the manager strolled in to work at 9:30 am and supervised the check in (although she didn’t apologize or indeed say anything to me), and I got into the room by 9:40. But here’s the thing: I was attending a day long conference online, which is why I reserved a hotel room, and had missed roughly two hours of it. Then on top of it all, the sign about the restaurant hours says breakfast ends at 11 am on the weekends. I went down during my conference break at 10:40 am and it was closed. I went back to my room and called twice before reaching someone who said “that’s a pre-COVID sign”. So you have had two years to change it and haven’t? I booked a hotel room for my online conference partly so that I wouldn’t have to leave the premises to eat as the lunch break was short. At no point was I informed of earlier hours. Then once in the room the air conditioner did not work and it was 76 degrees the whole time. A total disaster.

We had one night booked (months in advance). Check in was odd... held my ID so we could check the room. No mention of a change to reservation but I used my key to enter a standard queen room instead of the one bedroom suite we had booked. Went to the desk and, oh... yeah... we had to downgrade you to be able to get you a room. Downgraded? Who actually says that? They were overbooked but absolutely refused to acknowledge any blame. The clerk and his manager actually tried to present it as if they were doing us a favor. They actually suggested it was our fault that they were overbooked. They suggested it was because we had booked on an outside site (which would still not be okay), but we let them know we booked through Extended Stay (on the company website). Oh... well... you are lucky to have a room. It's the Balloon Festival... rooms are hard to get. Wait, what? That's why we booked a room months ago. If you ordered a steak at a restaurant and they brought you a dried out hamburger patty... should they be able to suggest you are just lucky to eat - because they are running out of food? After asking for at least a reduced rate, they grudgingly offered 20 dollars. They said it was the difference between the two rooms. I don't know... but to have to downgrade a customer, it seems they would want to offer some kind of additional compensation. I once stayed at an Embassy Suites that comped the entire room because our check-in was delayed by several hours. Clearly Extended Stay America doesn't have quite the same concern for customer satisfaction. We cancelled our room (at no cost - how gracious of them). I felt good about it... maybe the lady who had reserved two rooms but was being told by the desk clerk that she only had one (despite her confirmation email to the contrary) would actually get her second room that night. Or maybe someone who drove many hours only to arrive later that night to find out that they couldn't even be downgraded would actually get to stay... instead of running around frantically, at who knows what time of night, to find a room... since... you know... they were overbooked. We did find another room... at the Sandia ******. It was amazing! Two queens instead of a queen and a sofa sleeper (yet to have any linens) shoved into the room. Nicer, cleaner, valet parking, and fifty dollars cheaper. But, best of all, every member of the staff greeted us and treated us like we mattered... like they actually cared if our stay was going well and, indeed, if there was any way they could make it better. Perhaps the staff of the Extended Stay could visit the facility for a bit of customer service training.

The room was very clean felt safe with my family plenty of towels internet worked great . Breakfast is a grab and go not a full breakfast bar which was fine . No issues with parking lot in a safe area of town

The grounds and ****** were very nice. However, the music in the ****** was just a bit too loud. Heard someone else complain about that too. The hotel room was quiet, spotless, and absolutely beautiful. Nice touches all around.