Tru by Hilton Albuquerque North I-25 — Attraction in Albuquerque

I cannot recommend staying here at all, ever. I have been a Hilton Honors diamond member for more than two decades. I have never encountered such a deeply disgraceful experience. There are so many BETTER and MORE PROFESSIONAL places to stay in Albuquerque. Even Best Western and Holiday Inn Express is better!| |First, I checked in with my reservation using the mobile digital app at 1 pm, selected my room, and requested a digital key to be sent around 4pm. I had not received the digital key by the time I arrived at the hotel at 5pm.||I went straight to the front desk and requested both a hard key and the digital key. The receptionist was amidst a social discussion with one of the hotel staff (perhaps security) and did not provide even a “hello” or “how can I help you?” At which point, the front desk clerk told me that she had given my room away - and as such, changed my room type from King 1 bedroom to a 2 doubles. Sorry, miss, but this violates the Diamond Guarantee!||Yet, to make matters worse, this clerk at check in was just flat out rude about delivering the message, “we sold out of this room type”. At that point, I advised her that I was not only Diamond but also had already checked in. She offered to make a phone available to book me elsewhere if I didn’t want that room type. I accepted the two doubles because I had a full schedule and did not have time to drive all over the city. ||I asked her to please provide the digital key and then went to the room. The room was not as clean as I would expect. Toothpaste was on the counter, the toilet had pee stains on the floor, and the carpet had some sand or dirt near the bed.||Even after advising that I was a Diamond member, the receptionist completely forgot to recognize my status and neglected to provide my member benefit of bottles of water. ||Even after asking for the digital key twice, I had to ask her to send it a third time after waiting 30 minutes. It was another 10 minutes before it arrived.||When I attempted to check out digitally, the App would not permit me to check out - it stated I had to go to the front desk. I went to the front desk only to observe the front desk receptionist (a different person) being rude to another guest who was checking out. ||To make matters worse, this location is in a “seedy” part of town - directly across the street from an adult (strip) club and other very shady parts of town.||I have filed formal complaints to Hilton, as - if this is Tru’s norm - my experience is fully inconsistent with Hilton’s standards. Hopefully, a senior manager who represents Hilton’s expectations can visit and find ways to get the employees proper hospitality training or encourage them to find...

I went to Albuquerque because my my mother passed away recently. My brother and I returned to get our childhood home to get it ready to sell and grab the last of our childhood belongings and finish clearing the house. I really wanted this to be my place of comfort and repreive from the emotions of the weekend. I would never stay here again. It is a minimalistic hotel. It's missing some of the touches I normally find at a Hilton. It has a small pool, but no hot tub. There are no microwaves in the rooms, but there is one in the lobby. There is one ice machine on the first floor only. This is all ok. My real issue is that some of the staff were seriously lacking in professionalism. I had an issue when I needed to run to my car. I absent mindedly walked out of my hotel room while on the phone without my key. I go downstairs and the front desk attendant was on the phone. I wait 10-15 min and am not acknowledged once. It's 1:00 am. 2 women walk in and are immediately greeted. Then another couple walk in. The front desk attendant proceeds check the ladies in for their seperate rooms and still does not acknowledge that I had been there so I jump in line and wait my turn. After the women are checked in, the next couple try and check in. They did not realize it is a cashless hotel. They try various cards a couple times but are unsuccessful, so they leave because they only have cash. While they are trying to check in the two ladies come back down and tell the attendant that their keys aren't working. So he gets them new keys. I finally get to the front and get a key. I run to my car out the back door. When I try to come back in my card does not work. I walk around to the front to get my card fixed. It took about 40min. for me to run out to my car for a charger. It should have only taken 2 min. to grab a new card. I did tell Kevin that I was not happy that he ignored me when I first came down and then proceeded to help everyone else first. He apologized profusely. I also told him that I would speak to management in the morning. He said they would try and get me some points and also let management know. As I was checking out I did ask for management and was told there was no manager until the following morning. That did not help me since I was getting on a plane that day. I...

Not a frequent reviewer - but had such a terrible experience here I must do everything in my power to help people avoid this place. I've been traveling across the country with my dog and staying in Hilton properties the entire time. Never had an issue, every hotel was accommodating and just charged a pet fee. No fuss, no questions. I booked a room here via Hilton's phone service and warned them of my dog -they assured me Tru was pet friendly. 7:35pm Wed July 10th- I arrive at Tru and wait in a long line of people checking in. The front desk person is Dave/David - he is cold, unfriendly, and uninviting. He is not the friendly, hospitable person you want after a long day of traveling. He should not be the first person you meet when getting your room. He asks me a question I've never been asked at any Hilton property - how much my pet weighs. Surprised, and having really no idea my dog's weight, I arbitrarily said 40 pounds. He handed my back my credit card and told me he was canceling my reservation, that my pet is not allowed. Shocked, I asked why and his answer was nonsensical. "We allow 1 dog at 30 pounds or 2 dogs weighing max 70 pounds." So I replied we're good, my one dog weighs less than 70 pounds. He would not hear it - he kept shaking his head no - my dog weighs too much. This makes no sense. Dave/David was mean, unapologetic, and indifferent. He didn't provide options, offering to ask his manager if there were exceptions. He didn't help find me a new room at a different Hilton property. He told me to leave. Dave/David ruined my night. I had to desperately search for a new hotel. He sullied the Hilton name, ruined my trip, and damaged Hilton's reputation for me. I will not be staying at Hilton's anymore if management is allowing people of that calibur to run the front desk of properties. Hilton management, you've lost a customer, and I will do everything in my power to tel everyone I know of this story to continue to drive business away from your brand. I highly suggest you investigate this hotel immediately before you continue to lose more customers and Hilton...