Hampton Inn & Suites Albuquerque Airport — Hotel in Albuquerque

I’ve had hundreds of Hilton stays around the world and almost always use the app to check in. Upon arriving at this property, my room had been selected, but the digital key was not available. I went to the front desk and spoke with Jennifer, who informed me that I was not checked in. I showed her my app, which clearly indicated that I was. Her only response was a curt “ID.”

I handed over my identification, and she returned it with the comment, “ID with your name on it”—no “please,” no “thank you,” just a dismissive tone. I pointed out that my name was indeed on the ID, and she replied, “It’s too small,” before dramatically squinting at it. She then said, “Your room isn’t ready, so I’ll put you in a different one.”

Knowing that road noise can be an issue at this hotel, I asked how long it would take for my original room to be ready. At that point, another staff member nearby made a call (presumably to housekeeping) and informed me it would be ready in 30 minutes. I told Jennifer that a 30-minute wait was fine, to which she responded, “OK, you can wait then,” again with a dismissive tone.

I then politely asked if I could access the fitness center while I waited. She simply said “No” and picked up the phone to take a call. I asked again, calmly, “Could I please use the fitness room while I wait?” She looked me in the eye and again ignored me entirely. I asked once more—still no response. At that point, I stepped out to get my children from the car.

When we returned, now with two luggage trolleys as we’re traveling across the U.S., my son asked a different staff member for fitness room access, and she kindly provided it. However, while my son was waiting with our belongings, Jennifer came over and abruptly told him to “lose one trolley,” forcing him to stack everything onto a single cart without any clear reason.

The rest of the stay was fine. The room was clean, comfortable, and quiet. Breakfast was basic but adequate, and every other staff member we interacted with was pleasant and helpful. However, given that I spend tens of thousands of dollars annually and globally with Hilton—and paid $170 for this particular night—the attitude and behavior I encountered from Jennifer were deeply disappointing and not in line with the service I’ve come to expect...

This is the dumpiest Hampton Inn I've ever seen. Old carpets, beds, furniture and malfunctioning front desk equipment. The beds are lumpy and the carpet was disgusting in the room and hallways. I was sneezing all night. I check-in and the keycard machine isn't working. So the clerk tells me maintenance will meet me up at the 4th floor room to let me in and when they get the machine working they'll slide two keys under my door. I go up and wait 10 minutes - nobody shows up. I see a housekeeper down the hall and can hear shes got a walkie talkie because it's squawking loudly with multiple conversations so I ask politely if she can please call down to the front desk and ask them to have maintenance let me in the room? She says "I don't want to talk to them" so I ask her "can I talk to them?" She says she'll hold down the button and I can talk to them. So I'm talking into the walkie talkie that shes holding with 1 hand while she's eating a cookie with the other hand and I tell them maintenance never showed up. As I'm talking a man comes bounding through a stairwell door. He lets me in my room. No apology. No key cards ever appeared under my door and I didn't have Wi-Fi login information. So I called down to the desk and ask for the Wi-Fi code. She told me and I said, "I've got another question" but she had already hung up on me. Just wanted to ask about the keycards

I go to check out at 6am the next morning and look over the breakfast area which looks ok but all I want is coffee. Coffee was cold-both regular and bold. Urns were full. That was a bummer. At the desk, gentleman tells me he can't give me a receipt because he has to log into another computer. I ask him to email it to me as I wanted to get on the road. 5 hours later I get an email that I need to check out of the room. So I call the front desk and tell the woman I checked out at 6am she tells me "NO, we don't have you checking out" so i ask her to check me out since I'm already 300 miles down the road and I don't want to be charged a penalty. She said ok but 4 days later I still haven't got the receipt emailed to me. Cost was $150. Not worth $50. Stay...

First I'm a Hilton Honors Member, but I still look for value and think Hampton Inn & Suites provides that with the Hilton Brand . I believe H I Express and L Q I & S are comparable, but Hilton is my favorite brand for overall quality...

I checked in on a Thursday evening after 10 p.m. for business meeting the next day...

Cory (whose name I didn't know at the time) was extremely nice, cordial but I expect that kind of courtesy at all hotel establishments... Checked in and business as usual...

I woke up early and was down for breakfast at 6 and CORY was there helping the kitchen staff and working behind rhe desk... At this time, I'm thinking this a little bit beyond what I've seen typically speaking, but I went about my day as usual...

Next morning, I'm up at 6 at breakfast and I'm to check out, but for some reason I had May 8 as Mother's Day and thought that was Sunday... I needed an extra day to stay and i thought I would have to cut my stay short...

While down breakfast, I thought would ask and see if there was any availability for Saturday, May 8th, but anticipated none or a huge increase in my rate... I was getting coffee and another guest had a large tray of coffee and needed help... She talked with CORY who personally provided here with her request for additional cream and he went to the kitchen and provided it, again extremely courteous...

As he walked by me, I said I had a question for him and followed him to the check in/out desk... CORY looked for availability and rates... Hilton had upgraded me for my original stay and CORY allowed me to stay at the same rate and same room BINGO!!! I'm in!

Hotel is good quality with expected quality of the Hilton brand, medium wear and tear...

GREAT service and Team!!!*

CORY is an excellent customer service representative for Hilton...

I'm not someone who gives alot of accolades, but when it is deserved I try my best to let it be...