DoubleTree by Hilton Hotel Albuquerque — Hotel in Albuquerque

I stayed her for four nights on a business trip. So many issues. Upon arrival, the room appeared decent, a little out of date. Night one, I try to order food from restaurant, they don’t have half the menu items. I couldn’t even get a simple burger and fries because they can’t make fries. Plus, when I called down to find out what the current menu included, the lady I spoke to at the bar was very short with me, saying “..it was in the welcome letter”.

The next day I go to the gym and work out. I return to my room to shower and barely have water pressure. Additionally the little water that was coming out of the faucet would stop approximately every 30 seconds. So I would be without water during my shower for 5-10 seconds at a time, every 20-30 seconds. Once I finally am dressed, I head downstairs to get coffee from the coffee shop. It’s closed. There’s no open coffee with walking distance and no breakfast included. The coffee shop was closed my entire stay. For a second, though I found breakfast down by the buffet. I see a sign saying “continental breakfast”, so I think, oh great they are providing breakfast since there’s no coffee shop. I grab a piece of toast and start to head back upstairs. And a lady stops me and asks if I have a breakfast voucher, i was confused and asked her what she was talking about and she asks me again. I didn’t know so she looks up my room number and tells me I don’t and tries to charge me for breakfast. For a piece of toast! Something much cheaper hotels include in your reservation. Plus, this same woman watched me walk into the dining area, I walked right past her at the front desk, she watched me as I fixed my toast, but waited until only after I finished to inquire about a voucher. There weren’t any signs posted stating cost of breakfast. Another lady thankfully tells her to let me go, seeing as it doesn’t cost them $17 for me to eat a piece of toast. I head out and catch my uber to my conference at another hotel. When I return in the evening I place an order for dinner. I didn’t finish my food so I go to my fridge and start to place my food inside, when I realize it’s dead. The fridge doesn’t work. My leftovers are just trash at this point. On my third day, again I return from the gym and turn the knob to star my low pressure shower. I turn the knob all the way and…nothing. No water comes out. I leave the knob turned while I call down to front desk (mind you when I call to front desk via the room phone I only get busy tone, I attempt 4 times, no answer). While attempting the calls I hear the water turn on for about 5-10 seconds. Then it shuts back off. I call the front desk using my cell phone instead, and when I finally get through to the front desk they say they’ll send an engineer. Someone comes to my room and turns the knob on the shower and some water comes out with low pressure, he adjusts the shower head and the pressure increases a little. He then explains how the shower works, which was not rocket science and not the problem on the first place. He leaves and I get into the shower. About 1 minute later the water turns off again. I’m all soaped up, with no water. This time the water would cut off for 30seconds at a time and stay on for about 10 -30 seconds at a time. What should’ve been a 10 minute drive was 25 minutes as I rinse intermittently. It resulted in me being late to where I was headed For the 3rd day in a row, no coffee shop, no water pressure. It’s safe to say I was agitated. The shower did NOT get fixed that day. Later that evening I use the bathroom and the toilet won’t flush.

Moral of the story, don’t stay here. For the price they charge, there should be functional bathrooms (including toilet and showers), somewhere to get coffee besides the almost $20 breakfast buffet. I had to travel 3 floors to find a working ice machine.they just want to nickel and dime you. The vending machines still require cash —just another example of how out of date this place is. 3/10 would not stay here nor recommend it to...

Kevin in The Restaurant: : NEEDS SOME RETRAINING - And please tell him that if he doesn’t like working there, then please go find another job because I don’t want his attitude and I don’t need it and neither does any other customers.

If you are about to close, the customer doesn’t need to know that you are about to close, also do not remove the menu from the front until you actually close and then don’t get a attitude with the clients who don’t know what to order because you are taking the menu down because you’re ready to go home and customers are frustrating you and we are getting on your nerves because you’re getting paid to do a job.

On August 29, I just stopped by the Hilton to get something to eat, and ran into some of the worst customer service at any Hilton. I have been at worldwide and I am quite traveled. First, there was no menu posted because they had taken the menu down and I had to ask what they were serving. When I asked, I was told to look at the menu that wasn’t there. Then, when I actually did order, I was never asked if I wanted anything to drink. So then when Kevin created the bill, I asked him about something to drink he got frustrated that I’m asking him for something to drink as he’s trying to rush all the customers out of there (Kevin, had you did your job and asked me if I wanted something to drink I could’ve ordered something to drink before you created a bill ).

Whoever this Kevin is that works in the food area right along with the employees that work in that area need some more training. I’m quite sure Hilton doesn’t train their servers or anybody that works in the food service to rush customers out of the food area, to tell customers they’re about to close in a certain amount of time, to remove the menu from the front so customers don’t even know what to order and then turnaround and get an attitude with the customer because they’re just trying to make an order.

I have traveled to Hilton‘s worldwide and I’ve never been so disrespected nor have I seen the lack of Customer Service at Hilton‘s that I have seen at this one. How do you expect people to refer when you have employees like this that don’t even want their jobs. Why are they even working there if they’re gonna get a attitude and try to rush people out when they’re just trying to pay their hard earned money for service at a hotel. Go figure.

I did want to thank the manager of the hotel for attempting to rectify the situation. I still left with no food because I told Kevin to keep the order Since he clearly had something else to do other than do his job and he was rushing clients out of the food area when they are clearly still open.

Kudos to you Kevin, uour mission was completed. You didn’t want me to order and you rushed me out of there, and you did not want the Hilton to get a sale and that’s exactly what happened because your attitude caused me to cancel my order, Report this experience to management and then leave one of the better hotels I have used all of my life worldwide, all because you had an attitude early in the morning and wanted to shut down early.

Oh, Then, when I asked him, how does it feel to get back the same energy you’re giving out he tells me being a smart ass, that he feel anything. It doesn’t bother him. He doesn’t feel anything.

That’s what I had I Absolutely have to leave his presence. Totally disgusting.

Your mission was accomplished. I did not make a order, the hotel did not get a sale, and then you got to get off early or do whatever it is you wanted to do that made you rush everybody out.

Seldom do I see Hilton’s rated below four but clearly I now know why because if this is the standard of customer service that employees like Kevin are giving to customers, then it’s very unacceptable. I don’t know if he is new because I’ve stayed there before and I’ve never had this issue with this particular establishment.

SMH At the fact that something so simple went so wrong...

So before you read this review, the review is mainly around the customer service and the delivery of requests that are made.

We arrived on a pretty busy day for a pretty big convention for Albuquerque, knowing that it was going to be a very packed hotel, and that there might be a little bit of delays for certain things that may occur, such as asking for extra shampoo, towels, etc.

The party I was with tend have a bit of fun, we like to bring alcohol, sandwiches, etc so we don't have to spent outrageous prices for room service. Before arrival, we requested for a refrigerator to be in a room. Extra $10.00, no big deal, we requested it quite a while in advance, and gave the time we'd check in. We had to request an additional $5.00 in room service items to be delivered for arrival. When we got to the hotel, no refrigerator, no room service items. So we requested for our refrigerator at the front desk, and we were gone for a few hours. We left instructions if we are not in the room, the person delivering could go into our room.

We got back after a few hours and there was no refrigerator, but another hour after we got the refrigerator we asked for. 10 minutes later we got a call from room service asking if we ever received our extras, so it took the hotel hours to even realize we never received those items either.

The second day, in the morning we asked for some extra towels and some extra shampoo/conditioner, etc for the party I was with. We finally after 2 hours had to go to the front desk to fulfill our request.

The next morning, we asked for some trash bags (To help with the trash we personally had), with one more night to go so that way we could clean up and give the employees who were going to clean our room less of a mess to deal with. After an hour of waiting for the request, we went down to the lobby to ask for these items again, the first time we finally had to go to the lobby (for the towels, etc), we were given the items right away. This time, they said they would have to call it up. Okay, no big deal.

We wait an additional 20 minutes and nothing, called the front desk, few minutes later we received the towel request from the previous day (24 hour turnaround for a towel request?), the toilet paper, and the trash bags.

10 Minutes later, we had another knock for the trash bags and toilet paper again.

The level of coordination with this hotel, and the speed for their customer service is beyond atrocious. If I would have known it was going to be this bad for the convention I was visiting for, I would have stayed at the Hyatt right down the street instead. I've never had a problem with Hilton owned hotels before, but this Double Tree has by far the worst customer service and the worst coordination of any hotel I've ever been to, and I travel quite a bit.

The only redeeming quality of this hotel is the bed, and a relatively nice TV selection. The lobby feels high end and they brew Starbucks in the cafe, so that way if you don't like the coffee/creamer options in the room, you don't have to walk a couple blocks to get coffee.

This is just based on my first two nights here, with one more night to go. We were so surprised and upset that we felt the need to, instead of going down and enjoying our convention early in the morning, to write this review. If anymore problems happen, will either edit this review or post an...