Hilton Garden Inn Albuquerque/Journal Center — Hotel in Albuquerque

This property advertises their newly-decorated and updated rooms, but in my experience during a three night stay in June, all remodeling, guest service, and COVID 'actions' are only for appearance, not function. Due to a room issue on my first night, the following morning I asked if there were any other rooms available and if so, I could move when I returned later that day. I was told that should be no problem, and I re-affirmed if another room was available when I returned, I would move my belongings into the new room. When I returned that evening, I found I had been assigned a different room, my personal belongings had been moved without my approval or notification, and multiple items were missing. I reported my concerns to two different desk employees who stated the manager would contact me 'tomorrow'; a week later I have had no contact. I was forced to find transportation to a store and purchase replacements for the missing items, as well as the dinner I would now miss. The only amenities available at the front desk were a razor and plastic comb. I tried to contact Hilton Honors guest service with my concerns but both guest-use computers were down and the desk clerk told me 'that's normal' and 'the manager never contacts guests'. Days later from another hotel in another city I was able to send a message to Hilton Honors guest service and have not received a reply.

Overheard two other guests complaining about employees entering their rooms without notification or announcement.

Hotel desk and lobby staff not wearing masks, rooms not cleaned to COVID standards I have experienced at other Hilton properties in the past six months. COVID signage was in place, but mask rules not followed by employees. Counter surfaces in rooms swiped but not cleaned; sticky stains remained. Television remotes not cleaned and bagged. No cleaning wipes proved in rooms and sanitizing stations in lobby emptied of supplies. Employees handling my personal belongings without my approval or knowledge if these employees followed COVID precautions. Told different stories by different employees, either because of poor management/training or the employees were making things up on the spot. The worst Hilton experience I have had, am questioning if I should cancel future Hilton reservations and start earning points with another chain.

UPDATE 27 July: The reply from the hotel is incorrect. It has now been more than three weeks since my original post and no one from this hotel has contacted me for any reason. I have been offered no 'compensation' by any Hilton representative, and during my stay until now no member of hotel management has spoken, written, messaged, or contacted me in any way. I don't know if this is targeted discrimination or hotel policy but it is obvious management of this hotel encourages and allows poor guest service, posts misinformation in public forums, violates state laws regarding responsibility toward guest property, and ignores state and locally mandated...

“The 9” Throne: A Stay at the Squat & Shine Hotel” Let me start with the star of the show: the toilet. At the Hilton Garden Inn, they’ve taken bathroom ergonomics to a whole new level—literally. The toilet seat sits a measly 9 inches above the floor, which means when you squat, your knees are practically giving your chin a bear hug. It’s like they designed this throne for a toddler gymnastics team. But here’s the kicker: from this position, you can unleash an enormous load. I’m talking record-breaking, call-the-plumber, “I need to speak to the manager of perfection” kind of dump. The altitude might be low, but the altitude of your achievements? Sky-high. Just don’t expect to walk away without a leg cramp or two.

Now, let’s talk about the ambiance—or lack thereof. The drapes in this room are more decorative than functional, refusing to close. I had to MacGyver a solution and some creative tucking to block out the parking lot light across the street, which shines brighter than a supernova. I’m pretty sure it’s a spotlight meant for a prison break, not a hotel. So, unless you enjoy sleeping with a glow that screams “interrogation room,” bring some duct tape and a sleep mask.

And then there’s the room lighting situation, which is a comedy of errors all on its own. You’ve got two options: the “barely lit” reading lights that make you feel like you’re in a séance trying to summon enough light to read a book, or the entry light by the door that’s so bright it could double as a stadium floodlight for the Super Bowl. There’s no in-between. Want to work? Good luck—you’ll either be squinting like a mole or shielding your eyes like you’re staring into the sun. I tried to get some work done and ended up with a headache and a newfound appreciation for candles.

Overall, this hotel is the kind of place where you’ll laugh, you’ll cry, and you’ll definitely rethink your life choices. If you’re into extreme sports (like squatting) and enjoy a challenge (like makeshift curtain engineering), this might just be your dream stay. For everyone else, maybe pack a flashlight and some knee pads! 🌟 3/5 stars—points for the unforgettable...

This is our second time staying here. First time was a disaster. We booked almost 5 months in advance for a suite. This was my husband's birthday weekend and we were celebrating with friends who were also staying there. Well, our room was given away and they had to down grade us. They blamed it on us booking through a third party which was Expedia and said they over booked and it was their fault. We try to talk to a manager and they said we would need to call back. We never spoke to anyone and didn't even get reimbursed for the down grade of the room. That was first visit. This Saturday 6/20/25. We arrive to check in at 3:00pm and were told our room was not ready and they could not give us a time when it would be ready. They said because we did not book directly through them and we went through a third party again which was Southwest this is what happens. In other words if you dont book directly through them you get punished and treated like you dont matter. We were not the only ones that got treated this way that day there was another customer that they were told the same thing. They checked everyone in that booked directly with them first and not any of us that booked through a third party. We asked to speak to a manager and us and the other family that had to wait were finally checked in. This was the second time we had a bad experience here. Yes the hotel is nice and well kept but the treatment of customers that dont book directly with them is just plain awful. We will never stay here again after the way we were treated and told thats what happens when you dont book directly with the hotel. Very disappointed that this is the way not only us but others are treated. We still pay like everyone else does. Its not free to us. We book through third parties because we get points and discounts sometimes and there should not be anything...