Albuquerque Marriott Pyramid North — Hotel in Albuquerque

My husband and I travel to Albuquerque several times per year, as we own three businesses there. We always choose to stay at The Marriott Pyramid Hotel and we always have a more than wonderful stay and the staff is always extremely friendly.

Well, this one particular stay not even a month ago, was the most horrendous, embarrassing, disrespectful and unprofessional stay ever, by far, from every hotel I've ever stayed at in my whole entire life.

In the early morning hours of the day we were supposed to check out (mind you, it was almost 4 am), the room phone rings and awakens us out of a dead sleep. I had just fallen asleep maybe 20 minutes prior to that. I was going through a miscarriage at the time and having a rough time. The gentleman at the front desk (I cannot remember his name, maybe Dennis?) informed my husband that he was conducting the night audit and that our credit card did not go through and we were to pack our things immediately or he was going to call the police department. My husband was trying to explain to him (as we did the day prior) that we had just made a payment on our credit card and that it would not post until 8 am the morning of our departure and we were informed that was not a problem at all.

All of a sudden, security was at our door (his name was Brad and he was AMAZING! Extremely professional, understanding, compassionate and patient) informing us that he was very sorry but we were going to have to vacate the premises. I was on bed rest due to my miscarriage and the man from the front desk kept calling the room phone over and over and over rushing us and threatening us with the cops.

We eventually were able to pack up (with Brad standing at our open door watching us, which he was only doing his job but it was still uncomfortable to be treated as if we were some hardened criminals) and as we were escorted out, I stopped at the front desk to ask for the man at the front desks name and for his bosses name as well. The man just laughed at me and walked away as I was still (very nicely and calmly) speaking to him and began to mock me as he walked to the back office. Brad was nice enough to provide me with the information I requested and apologized for the inconvenience. At this time, it's literally 7:45 am - 15 minutes away from when our credit card could have been ran and would have gone through.

A couple of days later, I sent an email to the main boss there, Thaddeus, and a month later, still have yet to receive a response.

Posted all over their hotel are signs that say that their mission is to ensure that every guest leave 100% satisfied and if they are not to please alert one of the staff members so the issue can be addressed. Well, that's a HORRIBLE mission statement. We will NEVER stay there again and I HIGHLY recommend that nobody else does either. Worst experience of my life.

So, should you choose to not heed my warning and still stay here, good luck and stay on your toes and just hope that Dennis, or whatever his name is, isn't working. And shame on you Thaddeus for never...

I have to start off by saying how beautiful the hotel is turning out and how wonderful all of my stays have been up until now which will be my last. I stayed at this hotel about 3 to 4 times a month. I was a supervisor at a 4star Mariott property for four years at the front desk. Customer service specifically in hospitality/hotels is my career, and I was NOT impressed with the young lady Veronica who checked me in. My explorer form was expired which I was unaware of therefore the front desk agent wouldn’t let me into my room until I got her that form. Weird because the form was printed that morning with and expiration of November 2nd. unfortunately my laptop was in my backpack packed away, so I asked her if I could go up to my room, log into my laptop and send her down a copy. She let me know that was not allowed. She Really expected me to dig through a bag of my personal belongings in front of the lobby full of people directly behind me to get my laptop out .She then proceeded to change my nightly rate to $219 from the $79 rate recharging my card an additional $320 on top of the $250 that they had charged that morning. I got to my room and immediately pulled up a form. I messaged the front desk and ask if there was a good email to email the form to since I could not print from my room. she gave me pushback on that as well and said she would make a one time exception, demanding I needed to have it to her by 8 PM. I had no problem doing that. I then asked for a microwave to be delivered like I do for every SINGLE stay she let me know there was a communal microwave in the lobby for my use (ew). I let her know that I always get a microwave delivered and again she REFUSED. I do not feel as if Veronica was very accommodating. I have never stayed or worked at a hotel that has a communal microwave for this many guests and this many rooms. I’m not sure if the front desk agent was having a bad day but all the pushback I received really ruined my stay, the fact that she could not wait 10 minutes for me to pull up a form and email it to her was ridiculous now I have a $500 hold on my credit card for a $150 stay! I know the policies so therefore I do know Veronica could have been more gracious and accommodating in all aspects. It's her job and I’ve never had an issue throughout any of my stays with the form prior! Do better please. Your unwillingness to work with me dampened my weekend financially and the mean girl energy was...

6/11/25 - As per other reviews, this hotel is undergoing renovations. Fine. I’m here for a three day district atty conference (yes, I’m an attorney). I’m on the tenth floor. The A/C is not working. I spent a miserable night in a 77 degree room. The HVAC is just pushing air, ZERO cooling going on. ||||I notified the front desk at 7:45 am of the issue. The morning auditor wrote it on her sheet for engineering to look at. Went up at lunch, still no fix. I notified the front desk AGAIN. They wrote it down AGAIN. ||||Checked on it during break at 3 pm, still not fixed. They were going to call their “expert” engineer to look at it. I told them I would check back at 5 after seminars were completed. I checked with desk and I think they made something up, because they said their “only available engineer to handle all the problems” (I’ve heard many- from drywall dust to putting people in unfinished/incomplete rooms) did the best he could to make it work. Said engineer stated he found air in the line and got it down to 67 degrees and blamed the plumbers who maybe crossed the lines up. ||||So I went back up to the room and guess what the temperature is? If you guessed a balmy 77, you are correct! ||||NOTHING has been done to remedy the problem.||||I did finally demand a couple fans to try to get the temp down and at least make it tolerable. I was able to get the temp down to 72 by the late evening once I was able to open the window a smidge (had a stopper on the window rail, so could only open 6 inches due to being on the 10th floor)||||I informed the manager that I will not be sleeping in a 77 degree room and he stated he could not do anything because they were at 100% capacity. ||||This hotel should be closed down during reno as there appear to be many safety hazards inside and outside the facility with the cherry picker lifts in the driveway near the entrance, painters several floors up painting the outside, and flooring, overhead construction areas only marginally barricaded. Not to mention "Stairwell closed due to construction" (on the 10th floor stairwell) = frightening if there were to be a fire and the elevators went out. I'm sure this violates fire codes or division of safety & health rules.||||DO NOT...