Courtyard by Marriott Albuquerque Airport — Hotel in Albuquerque

I have always Valued Marriott and its Rewards program and for the most part have been treated with respect and professionalism by the employees who work there. On this particular day however, I received the worst service I have ever gotten and made me seriously re-think of ever staying there again. My family and I had a very traumatic day and arrived shortly after midnight I asked for a room the desk attendant said none was available so then I said I was going to take my family somewhere else then he said "oh" for a family I guess I do have a suite. So he first lied that he didn't have a room then he found one after I was going to leave. Then I said, cool let me call in so I can use my points and or a combination of points and cash. Then he said it would do no good because it was too late. Then I said ok let me try to book the room online so I can use my Rewards status to get a better rate he then told me that he locked the room that he lied about earlier out of the system so that I couldn't get it online because he "locked" the room out of the system whatever that means. So then I asked if he could give me a discount. He stated that it really didn't matter if I was a Rewards Member or not because he could only give me a three dollar discount on the room anyways. I thought to myself that I couldn't believe that he said that I didn't matter if I was a Rewards member or not. I could have gone to the Residence Inn or Town Plaza suites, but instead chose to go here because of the awesome customer service in the past, I was so stunned that I turned to leave. My family was so tire and upset that I just came back in and took the room. The next morning I came and asked to talk to a manager. The desk worker was very nice and courteous and seemed concerned and took my name and number and said someone would call me. No one ever did. I had to call back the next day because I was so furious about the overall experience and talked with Melanie. She was very helpful apologetic and did what she could. I was still disappointed with what she thought was a solution to the experience, but oh well I guess that's what she thought was the best. At this point I am still upset about the whole experience in that when my family really needed Marriott to be helpful, understanding and accommodating, they were the exact opposite. I would like to give them another chance to keep my business and the business of my sports teams, business associates and etc...

I stayed here for three nights and overall had a decent experience, though it wasn’t without some drawbacks. The hotel is clearly showing its age—the landscaping in the courtyard and around the building is dead, and the overall appearance could use attention. They were also conducting plumbing repairs during my stay, which limited water access after 6 p.m. and before 7 a.m. It didn’t affect me directly, but it’s not something that builds confidence.

I was told there was no pool, yet there’s still signage in the hallways pointing to one, which suggests it may simply be out of service. Breakfast is not included with your stay. It is available for purchase, but I chose to go elsewhere—if I’m paying, I’d rather eat somewhere I know is consistent.

My room was not serviced once during the entire three-night stay. That’s not a deal-breaker for me, as I tend to keep things tidy, but it could be a downside for guests who expect or rely on daily housekeeping.

On the plus side, the customer service was solid. The front desk staff were friendly and helpful, especially with getting me online without having to sign up for Marriott rewards. The bartender was also welcoming, even though I was the only guest in the lounge at the time.

At around $126 a night, the price feels fair for what you get. The hotel seems to draw a lot of working-class travelers. While the surrounding neighborhood is rough, the hotel itself felt safe.

Bottom line: friendly service in a facility that’s seen better days. I’d stay again for convenience, but with managed...

I personally have a long-standing relationship with the Marriott. This time, I rented a room for a family who was traveling across the country, moving from Florida to California, and were involved in a roll over accident. As a social services provider at the hospital in Grants, NM where I provide contract services, I was charged with helping this family gather resources to be able to continue their journey. There car was totaled in the accident, so this wasn't an easy task. They also ended up having complications with their insurance company helping them to access a rental car. I had originally intended to pay for a one-night stay, but it ended up being 5 nights, and they extended the stay a few additional nights after I was no longer able to personally assist them. There were some difficult circumstances associated with this case that made it even more difficult, including the fact the the husband and father of the 12 year old son suffers from some serious mental health issues and the wife is physically disabled. Throughout the entire stay, and especially during the most trying times, Dominic, the general manager, was nothing but polite, courteous and as helpful as he could possibly be. In fact, all the staff was professional and courteous to me as well as my guests. I want to thank everyone so much for their generosity and patience as I know this family was not easy to work with on an ongoing basis. I love the Marriott and will continue to choose their properties for my personal and...