Heritage Hotels & Resorts — Hotel in Albuquerque

This situation regarding my parents stay at hotel Chaco was one of the worst experience we've ever had with a company. I had booked my parents a one night stay on Friday for them to get away. I always call a hotel a day in advance to make sure I'm aware of any safety procedures, extra fees, and policies. They broke everything down for me and everything was as usual. Just like the last time I personally had stayed. Number of nights stayed charge + resort fee + incidental hold on a credit card. Upon check in we were greeted by an unenthusiastic staff member. The employee checking in my parents seemed new, but had what seemed to be a manager next to her helping. Saturday morning arrives and suddenly, my parents wake up to an authorization of $302 on credit card. This is on top of the $100 charge for incidentals and the $183 charge which includes room and resort fee. Upon asking about the charge, the employee stated to my mother word for word "we were just checking the card and that the charge would fall off." When I had heard this, I thought it was absurd. I had called in advance for this reason, so that my parents wouldn't have to deal with something like this. Regardless of whether it was an authorization or a charge, it shouldn't have been charged without authorization or GOOD enough pre-explanation. That's $302 of space that my parents can't use and now must wait to be released. Especially in these hard times. It gets worse though. When I call to get a better explanation and possibly an apology, we were greeted with a rude staff member. My mother had to call a second time just to get the staff members name. Julian would not apologies for the mistake that the hotel he is working for had made. Gave us the worst explanation I ever heard and tried to blame the mistake on "the system." He stated that the system does spontaneous audits on random customers. So, without the customer's consent, the hotel charges a random amount to your card to make sure you have enough money to stay at their establishment. He insisted that it wasn't his fault nor was it any of the member's fault and continued to tell me word for word that "I am unjustifiably mad." "I am not going to apologize and I didn't do anything wrong." "it's a reasonable explanation." "I will not give you my name." "I will NOT get a manager for you." "you will not speak to a manager." "you are being sarcastic and rude." And "I'm going to hang up on you and I do not deserve to be treated this way." The conversation got nowhere and he hung up on me as I was in the middle of asking to talk to another employee or a manager. He said "no" and hung up. This man was infuriating and extremely unprofessional. It continues. On Monday, the charges are still being held and on Tuesday we wake up to a $202 charge on our card. Just when we thought it was over. We call again and no apology, no sympathy. All we got was "I don't see anything on our end, But I will have accounting get in contact with you." We wait hours. Accounting finally called us back to tell us that they are glad that we were diligent enough to realize the mistake and that the money will be refunded right away. No apology for the inconvenience once again, no sympathy, not one offer of compensation for the huge mistake made. At this point, we gotten the run around, we've been disrespected, and we just want to know what happened and why. Turns out, accountings story is that someone took it upon themselves to somehow not charge the next customer after us (meaning have them not slide their card into the chip reader) and put a whole one night's stay, fees, and incidental charge on our card. So, two different excuses, a waste of mine and my parents time and money, and an absurd amount of disrespect from every employee we encountered, but most importantly, not ONE apology. Due to this incident, we will not be doing any business with any of the heritage hotels from here on out nor will I ever recommend them to...

I grew up working for 5 of the top rated hospitality groups in San francisco,L.A. San Diego. I've traveled ,train taught throughout Europe. I've worked in 11 cities in the states With 40 years in the Culinary Arts and hospitality buis. I have never ever ever experienced the level of hypocrisy,dishonesty,lack of integrity and unprofessional leadership that I have w the Flora and Mercantile group within the Sawmill.if I could put negative 🌟 I would. Stay away from these people. They are absolutely horrible. Recently met 4 ex employees that are equally flabbergasted at the ignorance on display by these people.Bad News People.5 negative stars. Posting this internationally to warn people. Do not give them your money...

The Clyde Hotel is AWFUL great location, poorly ran, poor communication. Locked an elderly lady out of her hotel room because THEY wouldn't accept her form of payment. There was medication inside her room that they refused to let her get. Disgusting. If she wasn't attending a convention for her work I would have driven her ANYWHERE else. 1/10 do not recommend. There are -much- nicer hotels, this one is trash. As for the manger who told me they removed tap to pay because of "security" Contactless payments, like tap to pay, are generally considered to be one of the most secure payment methods available, and the technology behind them is constantly evolving to make fraud...