Holiday Inn Express & Suites Albuquerque Midtown — Hotel in Albuquerque

We will never be booking another hotel here again. it was our first time staying in a Holiday Inn Express or any Holiday Inn. We called ahead of time to make sure that we could bring my son's service dog. Clearly when we checked in Around 5 30 I would have to say that the staff very professional and friendly. They mentioned we would have to put down a security deposit for $100 we come home after our stay and being treated very rudely by morning stuff by uncouth woman. I did charge an$2.00 additional for drinks. Evening staff was amazing. Room was clean but very loud noise due to truckers idling all night with their coolers on, also my car got hit by one of their customers it is damaged customer left a note, the staff didn't even inform us about this also it was very difficult to get a receipt the woman was rude hateful disrespectful charged us a pet fee started to fight with me over the phone I asked for the general manager they won't be there until Monday I told the uncouth woman to write down my phone number and name for her to give me a call she then began to argue with me and be very rude because she misunderstood what I said be cautious very cautious they like to charge you without your authorization and your knowledge for things that are covered and their rules and guidelines I truly doubt I will even get a phone call but I will be going down there and they better refund me for the unknown charges from the morning staff I couldn't even get a receipt for my security deposit and my $2 that I paid for drinks for my family way to go I will never be returning here again be cautious when you book a room in Midtown the maids are rude and hateful don't speak English the morning staff woman was very uncouth and wanted to argue when I asked to leave my phone number. Pretty sad we paid so much for a hotel to be treated rudely to get our property damaged and to be charged and talk to with disrespect about fees that they put on my card unauthorized note that they are not pet friendly but they take service animals we called ahead of time and we got charged shame shame shame on you for treating us with disrespect. The only positive thing I have to say is that the stuff that was there on arrival and also when I bought the drinks We're very professional compassionate and nice. Morning staff was very very rude disrespectful and would not provide us with the receipt. Shame on you be aware that they will charge your card unauthorized charges and then have the nerve to argue with you you lost out on a good customer and if I do not get those charges removed and not talk to the general manager I will be filing fraudulent charges have a great day and thanks for ruining mine...

This is the letter we sent the manager of this hotel after there were multiple issues with our stay:

Mr. Ruiz,

Since you did not have the courtesy to return our voice mail and I assume your front desk person did not mention he sent my call to your voicemail after ten hours I feel you have no concern with satisfying long term Priority Club Holiday Inn customers like ourselves.

This is the list of items we turned over to your front desk of which you state they never turned into you as was promised.

Fruit left in our waste basket under the desk in our room.

One inch rust chip in bath tub from improper repair.

Nasty shower head needs replaced or at least mineral residue taken care of.

Floor tiles cracked in both elevators - worst one with sharp edges. Also looks like dirt is buildup in the corners of the elevators.

Both laundry room washing machines had extreme buildup from previous laundry products. I mentioned it to the lady at the front desk about 5:30 pm and she said "she would let them know”. There was no place to throw the lint or any trash in the laundry room.

The phone rang at 6:30 Thursday morning with an automated wake up call. We did not request one. Somebody else probably did not receive their wake up call.

The initial appearance of the hotel is real good. My husband and I were both initially impressed especially with the way the room looked. But that impression lasted only a few moments as I found the fruit in the waste basket under the desk almost immediately. When we started seeing things that didn’t look good, we started looking even harder and see the real picture. To us, if things look bad, people probably will not help take care of it, if things look good, they probably will do their best not to make messes. Your hotel looks like it is so far gone not even most the employees care, or does the owner?

My husband had Friday April 15th off in the morning and called to speak to you, but was told you were in a meeting. He was asked if he wanted to leave a voice mail and did. We felt it would be more helpful in resolving everything than sending emails back and forth. This was around 10:30 AM.

On the good hand.

The bed was comfortable.

The breakfast person did a really great job keeping everything stocked and was pleasant enough that we gave a tip, which we don’t do unless the person is...

The pool was closed for the season. This was a bummer, but we didn't know until we got there. If pool-time is important to you, you might want to call and ask if the pool will be available for use.

We had many complaints about this hotel:

One of the breakfast staff were standing by doing nothing while the other staff member was cheerful to those dining, yet talking on her cell phone. The tables were dirty, and we had to wipe down our own before sitting down for breakfast. The breakfast was very good and they had their traditional selections to choose from.

You could see light coming in through all around the room door coming in from the hallway. It left us feeling very insecure, and let in a lot of noise as well as the unwanted night light.

The windows were closed, but the noise coming in was very loud. We actually checked several times to make sure the windows were closed. I've never stayed at a hotel that had so much noise coming in.

The AC did not work. The room was very warm and uncomfortable for sleeping.

Our mattresses were a bit old/lumpy, and matched the pillows. Again, it was not a good night of sleep. Under the beds were filthy - gum, toys, and other random items from previous guests.

The bathroom towels had brown stains/streaks at the edges, and the shower wall felt detached from the bathroom wall. The shower pressure was intense - we like good pressure, but this was so much more than that. The pressure was non-adjustable, only the temperature could be changed. The pressure was actually painful to our children, and hurt to have on your face. The shower curtains were not able to keep all of the spray in the tub no matter how hard we tried. The floor was a watery mess after each shower and we had to use more than just the floor towel to keep the water cleaned up.

We have stayed at many Holiday Inn Express hotels and have been satisfied with most of our visits. However, this hotel needs a major room renovation to meet the HIE standard.

We don't blame the hotel staff for the noise, drafty door to our room, lack of AC, stinging shower spray or poor mattress. However, they could have tossed out the stained towels, replaced the lumpy pillows, given more detail to cleaning, and stayed off their cell phones during the breakfast hours.

We definitely will not be staying at this particular HIE...