Home2 Suites by Hilton Albuquerque/Downtown-University — Hotel in Albuquerque

I don’t like writing negative reviews for any establishment, however, a situation occurred with this hotel that I feel the need to warn as many as would see it. Stay away from the Hilton organization. Never have we had such a terrible experience at a hotel like this one. Upon arrival we were notified that the room was not ready although we arrived after check-in, and that we should “go do something else for an hour”. Tired from driving and just wanting to relax, I asked if it would be okay if we waited in the lobby until ready. They allowed us to but apparently weren’t happy about it. Staff began to treat us very poorly. We tried to shrug it off and just enjoy what we could despite this. The pool being one of the main reasons that we reserved this hotel, we decided to go for a swim. When we entered the pool area, there was an unusually strong chemical smell coming from the pool itself. Assuming the hotel staff monitored these things, we decided to swim. Immediately upon entering the pool, we noticed the water would burn our eyes and it was slightly difficult to breathe. But again, we assumed that these things were monitored. After half an hour of swimming (30 minutes), I drew the line because the environment felt quite harsh. Upon exiting the pool, I noticed that our clothes had changed color almost as if it was bleached. Notice the photos and where my sons shoulders did not submerge. There is a very obvious color difference. Having after effects of burning skin and eyes, we immediately took our children to the room to get them washed off as quickly as possible. As I tended to them and myself, my wife, who didn’t swim, went to express the concern to the front desk attendant Guillermo for the safety of other guests. When she returned she continued to tend to the children while I went downstairs to give them my side, since I experienced it first hand. As I approached the front lobby, Guillermo had his back toward me and was speaking in Spanish to a cleaning lady. Me understanding and overhearing what was being said, I noticed he was talking about my wife. He was mocking her and talking bad about us to the coworker. I waited simply listening to all he had to say. Finally when they noticed me I let them know that I heard everything that was said. Up to this point, I could not believe the experience we were having. Extremely upset, I decided it was time to get my family out of that establishment. Shortly after our arrival, we left the hotel at 7pm the same day that we checked in. Prior to leaving, Guillermo and the assistant manager assured me that we would be refunded. Which leads me to this review today.

This experience took place April 19, 2024. I fully expected to receive the promised refund, especially since we did not stay the night. Unfortunately, the charge remains outstanding on my card. This is even after the general manager, Julia Rucker, stated it was already refunded and that a check had been mailed to cover the loss of our clothes. I had received hope from the situation after I had spoken with Julia about it via email and phone, however, here we are 3 months later and they’re still fighting me for the charge, and no reimbursement check in hand. This was disputed through Chase, however, a “rebill” charge was applied today. Finally with one last plea to do what was right and refund the amount, I was told that the time we stayed at the establishment, less than 3 hrs, justifies to the amount charged ($240.17). They refused to do anything else.

To sum it all up, our night was ruined by ending with a visit to the ER for my children and I. Hilton has refused to understand the severity of the situation and still has fought to charge us. The experience received was humiliating and degrading for a customer who really liked Hilton, up until now. At this point it’s evident that Hilton is just out to get your money and they’ll take it whichever way they can. I would suggest you turn far from Hilton for any...

We are top tier Hilton members and booked and paid points for a 2 QUEEN SUITE many months ago because of the location and our affiliation. When we arrived we were presented with a choice of 3 rooms, all of which were handicap rooms with one queen bed, a sofa, and a refrigerator. The employee said take it or leave it since balloon fiesta started the next day and all the local hotels were sold out. I asked why our room was not the accommodation we paid for. The response from the employee was that there was a problem with our room and they could not give it to us. In English I believe that means that they were able to charge somebody else a very high price for our double Queen suite and therefore they were not going to allow us to get a free room with points. A disconcerting relationship with Hilton has just begun. I have many millions of points with the Hilton establishment but I am rethinking that relationship now. Our family was all adults and none of us wanted to sleep on the sofa or a roll out cot. I asked if I would receive back half of the points i paid for the room since i received half of the bed accommodation and was told no since the FLOOR SPACE IS THE SAME IN A 2 QUEEN SUITE AS IN A SINGLE QUEEN ROOM . Funny, I hadn't considered having any of my family members sleep on the floor so why would the floor square footage matter ? The fire pit was out of service in this week as well, just like others have pointed out that last week it was out of service. I asked about the fire pit and we told I could go buy charcoal at a store and use the barbecue pit instead, hmmm yeah I don't think that's the response that the Hilton executives would approve of. The indoor pool closes early. The Wi-Fi sometimes worked and sometimes did not. The bathroom contained many bright lights on one single switch and no night light option, so first thing in the morning your options were 1000 watts or zero. Only two towels were in the bathroom so we had to ask for more. The handicap shower is not a good design because water ends up all over the floor no matter how careful any of us were to try to keep it in, a shiny non-textured floor is a slip hazard. The air conditioning was VERY loud and cycled on/off every couple minutes so we had to turn it off at night to sleep. The A/C also blows the makeshift closet made it out of a rack & a shower curtain in the room so that the hangers bang together or the shower curtain crinkles in the breeze or against the wall loudly. The 'lamp' next to the bed was 2 bare bulbs with some kind of metal rack on top (see green arrow in photo). The two lamps next to the sofa had white lampshades. The hallway was loud late at night with the sound of other people's tv's and conversations. When we checked out Monday morning before 8am the 2 girls at the front desk (maybe 18-20 yrs old each) didn't seem to know how to close out the room, write down a number and asked if that was our room#. I'm not sure the one knew numbers in English since it took several tries to get it right. Then I tried spelling the name, when that didn't work I walked out and left the keys with them. This hotel is an embarrassment to Hilton, but in a good location. I wouldn't consider staying here in the future. We couldn't bring ourselves to eat at their restaurant since the breakfast looked to be high in carb, fat & sugar so we ate all...

Hotel was nice and clean but does not make up for our experience.

Front desk was definitely lacking and unorganized.

In our experience with this hotel they recommended the park and ride company for the Balloon Fiesta 2018 at our check in time, we booked it online and chose the am time slot. With the times the hotel offered 5 am and 6 am you would think they would serve a good breakfast earlier than 10 am. What little breakfast they did bring out was undesirable. Cold cereal, juice that was so watered down it wasn't juice anymore but colored water. No syrup for the make your own waffles and they didn't start putting it out until about 10 minutes before the 5 am shuttle we were scheduled for. Your choices were either wait in line and miss the shuttle (thinking it would be on time) or water juice and cold cereal.

We were late being picked up and they over filled the shuttle, 10 seats and 13 people including the driver. I was not comfortable being told to "sit on a strangers lap, it was only a short ride". We took a cab to Coronado mall to get in line to get shuttled to the Balloon Fiesta, we were in line for 2 and a half hours when people in front of us in line started leaving. I went and found an attendant and asked what was going on and they advised the buses were not taking anymore people to the park. That we needed to call the number on our passes and deal with them. They are closed on the weekends, have to wait until Monday for rhem.

We took a cab to get there and the shuttles weren't due to pick up and take people back to the hotel until 9am, It was 7:25 am.

I called the hotel and advised them of the situation and was told by the manager on duty Yasmine that she would send the hotel shuttle to get us,again 10 seats and 13 people unless we made some of the older folks wait even longer in the cold for another shuttle.

She had no sympathy or empathy when I explained the situation about the park and ride company the hotel recommended. "Call and deal with them she said, nothing I can do".

I explained we were only in town for the balloon fiesta and only for last night and today. Had they told us the buses were only transporting over to the park until 7 am we could have driven and waited in the warmth of our vehicle in the line of traffic. Had they not over booked the shuttle I wouldn't have cab fees, if they had a good breakfast before the late 5 am shuttle I wouldn't have breakfast fees. She was unwilling to understand the hotels incompetence in planning and the predicament this put is in. She refused to make it right and said she could do nothing.

In all we will not be staying at this hotel again due to incompetence, bad breakfast,over booking,tardiness,lack of common sense on the hotels part and Yasmine's inability to Express empathy.

One star is the least amount I could do, I...