Embassy Suites by Hilton Albuquerque — Hotel in Albuquerque

I’m giving this place two stars instead of one because of two people:

The front desk manager, Tim Martinez, was very friendly and accommodating. It’s not his fault that the property had multiple issues.

The hostess at the Cyprus Grille (I didn’t get her name, but she had dark hair with a few strands of gray) was very nice. She got my take-out order 100% correct and called my room when it was ready so I could return to the restaurant to pick it up. She also made sure utensils and napkins were included.

Now for the REST of the story.

We traveled with our disabled son. We requested, and received, an accessible room, specifically with an accessible shower (room 233). We made good use of this walk-in shower, then went to the pool.

The decking around the pool had no visible drains, with standing water about 1"-2" deep everywhere. The water IN the pool was cloudy and murky. It looked like either the filters were clogged or the pH levels were way out of balance. We only stayed 10 minutes.

After returning to our room, I went to the Cyprus Grille to order dinner and returned to our room again. While awaiting the phone call from the restaurant, we heard an incessant noise that sounded like a loud cricket. When I went to get our dinner, I could still hear it on the ground floor. I stopped by the front desk and alerted Mr. Martinez. He told me the maintenance crew was already on the way to address the issue. I got dinner and returned to our room.

The chirping was a malfunctioning fire alarm in the next room. The maintenance crew got the noise to stop briefly, then it started again.

After dinner, I discovered our bathroom not only had no toilet paper – there wasn’t even a toilet paper HOLDER! I returned to the front desk and requested that Mr. Martinez move us to another room (a) equipped with toilet paper; and (b) far away from the offending fire alarm. He immediately gave me keys to room 520, another accessible room.

While in the process of moving to our new room, I encountered another guest in the elevator. He noticed our bell cart and asked, “What was wrong with YOUR room?” I told him. He said, “OUR room had a clogged shower drain!”

In this new room, the accessible shower had a handheld shower wand and a fold-down seat. (See photo.) However, it also had a tub! Conceivably, a disabled person could fold down the seat and swing the legs over and into the tub – except the sink was in the way. Whoever designed that setup should be fired.

Worse, in an attempt to lower the bed to an accessible height, the box spring had been removed. The result was that the bed was only a few inches from the floor, making it nearly impossible to stand up. I can best describe this by saying that when you sat on the bed, your knees were practically in your chest, and your buttocks were substantially lower than your knees. Our disabled son was sleeping on the sofabed and had no issues arising, but my husband and I – both in our mid-60s – had considerable trouble getting to a standing position.

The ADA National Network recommends bed height be 20"-23" from the floor to the top of the mattress. While we didn’t have a ruler with us (who brings a ruler on vacation?), I estimate the bed height was no more than 13"-16" from the floor. (See photo.) Standard wheelchair seat height is generally around 19".

Additionally, the HVAC system in our new room had only one fan speed for the air conditioner – high – that couldn’t be changed.

Finally, the pillows were useless. Not only were they lumpy, but you had to fold them in half to get any head support at all. Otherwise, they were completely flat.

It was clear to us by the end of our one-night stay that this property has multiple deferred maintenance issues. While the employees were pleasant and attentive and cannot be blamed for the condition of the facilities, Hilton Worldwide Holdings Inc. is responsible for maintenance and upkeep and has failed miserably in this regard. We will not...

We had the worst experience at this Embassy Suites in Albuquerque. I booked a premium suite through the Hilton Honors App, several weeks in advance. When we checked in, there was NOTHING PREMIUM about the experience or the room we were put in and the Hotel was doing remodeling, which would have been nice to know before I booked. The room had missing light bulbs, the sink was clogged, the shower was dirty, the TVs were not working, none of the amenities listed as a perk of a premium room were available, there was no Keurig in the room, and they were shutting off the water during one of the nights. I spoke to the front desk about all the issues, and they sent a maintenance person to put light bulbs in the room and unclog the drain. After a 10 hour road trip, the last thing I wanted or needed was a maintenance person, unclogging a drain at 8pm - when I should have been bathing my toddlers and tucking them into bed. I couldn't even turn on a movie for them to watch because the TVs weren't working. I went to speaking to the front desk personnel again, and they said there were no other rooms available, and that after speaking to their manager Paolo, they were willing to give me a full refund. We accepted the refund offer and packed up and checked out that same night. Before I left, I asked for a receipt of the refund, they said their manager Paolo would process the refund the next morning and that he would email me and call me the tomorrow morning and to expect my refund to take 3-5 days to process. The next day, after lunch, I called Embassy, and explained that I had not received a refund email, or a call from the manager. The man I spoke told me that Paolo was too busy to call me and that he was emailing me the receipt as we spoke, also that I should expect the refund to take 7-10 days. I looked over the receipt, but it did not show that I was refunded, it only showed that I had a ($0) balance. The next day, I called Embassy again, I spoke to a woman, I explained the situation again, and told her that a receipt showing me a ($0) balance, tells me that they took my money, not that they refunded the money I paid. She told me that "their" accounting works differently and that my account shows $0 because it was refunded. She sounded annoyed by my persistence of needing a receipt that reflected a refund, and she hung up on me. I decided to wait to review my credit card statement, because I was getting no where calling the hotel. Today marks 21 days since I was told I would be given a full refund and there is NO refund from Embassy on my credit card. They flat out lied to me!! The reason no one could provide me a receipt for the refund was because they never did! Do yourself and a favor Avoid this hotel!!! Worst Embassy I've...

Chose this place after reading many reviews...reviews weren't lying! This place was so awesome!

Let me start by saying that I'm a very light sleeper and kinda OCD, so I need a quiet, clean and fragrance-free place to lay my head down at night. We called on the day of our stay to make the reservation and had no issues booking a room, other than the gentleman helping from the hotel barely spoke English and I struggled to understand him. I asked for a quiet room, and he delivered, so most importantly, he understood me and my needs! Thank you sir!

Our room was very clean and surprisingly spacious! The best part was, there was a door separating the living room and bedroom, which created an extra barrier from outside noise in the hallway. There were two nice-sized flat-screens and a sofa & chase lounge.

The bed was comfortable with soft clean sheets and nice pillows. My husband said the pillows cradled his head perfectly. There was no smell of bleach on the bedding, which was a huge plus!

My only suggestion would be to raise the TV in the room a smidge, as our feet were blocking the screen as we watched TV from bed, but not a huge deal.

The bathroom was bright, clean and spacious. The vanity mirror was well-lit, which made doing make-up & hair very nice & easy!

The shower pressure was perfect and water temp was very hot on demand.

They offered us two free drink vouchers and free breakfast. Breakfast was amazing and generous! We enjoyed their fluffy scrambled eggs, sausage, bacon and biscuits & gravy. Loved the white gravy! The bacon could have been more crispy though. They were a bit too soft & rubbery for my liking. They also offered custom omlets and a varierty of cold & hot cereal options.

The staff was extremly nice and courteous at breakfast. The front desk and room service were nice as well. We always leave our room picked up and a tip in the room for the cleaning crew, as it is a tough thankless job.

The hotel itself was kinda in a shady area of town, as we saw a lot of homeless and people on drugs not too far from the hotel. The hotel did have a secuity officer driving around the parking lot at night, so we felt less nervous about a break in. The hotel grounds were nice and felt safe.

The view from our room was great, but the windows were extremely dirty. We still managed to enjoy a beautiful sunset through the buildup on the windows though.

The hotel is not very easy to locate, so if you call an uber like we did, be sure to call 30min early. We had to cancel our driver last minute because he was lost and kept driving further away from our location. We had a dinner reservation we had to get to, so we ended up driving ourselves instead.

Overall, we enjoyed this hotel and would most definitley stay here again. We highly...