Homewood Suites by Hilton Albuquerque Airport — Hotel in Albuquerque

The first room they gave me at this hotel was horrible. EVERYTHING was stained beyond belief. The carpet, the couch, the kitchen chairs, and even the bedsheets. I can't even imagine what happened in that room to create those huge stains everywhere, but I was a little afraid to even touch anything. When I called down because of the bedsheets, they told me that housekeeping had gone home, but they would send some sheets up. The boy they sent up with the sheets insisted on changing the sheets himself, but the poor thing was quite inept; he didn't even realize that he was missing a fitted sheet! While he was struggling with the linen, I noted that the bathroom wasn't clean, that there were what looked like toenails on the floor, and when I tilted my head back to sigh, realized the ceiling was covered in bugs (silverfish, maybe?). It was late, so rather than demanding a refund, I asked for a new room. They were out of king-bed suites, so I took a 2-queen suite. I noted that one of the beds was stained, but I just slept in the other one. It was otherwise fairly clean, and bug-free, although the carpet prompted me to buy a pair of slippers and there were huge mystery stains on the curtains. The air conditioner was AWFUL. Not only was it loud, but it didn't cool the room sufficiently, making it quite uncomfortable. The bathroom was set up badly (the toilet so close to the wall as to be uncomfortable) and the shower drained so slowly that water pooled around my ankles (ick!). The internet was very slow, practically unusable. I ended up tethering my laptop to my phone, because that was faster. The television was another aggravation. Not only were the remotes practically useless, but every channel change was a switch to a blank screen for ten seconds before the next channel was shown. Channel surfing was painful. This hotel is quite rundown. There were a lot of things that were broken or worn-down, and it seemed like in general, it hadn't been well cared-fo. The only thing good about the hotel room was the kitchenette which was really very nice; clean, well-stocked, new-looking...

We booked through a third party obviously for the lower rate two months in advance. But opted to pay at the Hotel upon check-in. Our reservation was supposed to be a two-room suite for two adults and 5 children. The Hotel staff contacted me the day before my arrival stating they were running credits cards in advance due to Balloon Fiesta weekend (which our family was not attending) but I authorized the advance charge anyway. Upon check-in they had us two separate rooms on separate floors, which was not going to work with our 5 kids. The hotel staff stated they were all booked and couldn't move us. We all had to stay in one room and requested a refund for the second room. I went through the proper process in contacting the third party for my second room refund, which they approved and contacted the Hotel staff giving the refund approval over the phone at that time. Great right, no. Since checking out from the Hotel my CC has been charged once again by the Hotel, making that 3 times in the last 6 days. Not to mention, how much of a hassle it was to get the Manager on the phone, then I was also hung up on by a young hotel front desk staff(Name started with an M I believe) after getting some serious attitude from her, obviously she was not customer service trained whatsoever and kept cutting me off when I was trying explain the events that took place since my check-in, all she knew how to say was that she could transfer me to the GM voicemail. I was transferred to the same voicemail at least 3 times since my check-out. After being hung up on, I called back and asked for the manager's line and the same young girl put me on hold for quite sometime (I'm assuming purposefully so I wouldn't leave a bad review on her boss's line about her) instead of transferring my call. This is a customer based industry and I am appalled by the staff behavior. We initially said we would stay there again, but we will not be returning anytime in the future.. Although, Omar was a wonderful help and very attentive to us and our family needs. He should...

I love Homewood Suites as a collective and have been my favorite place to stay when one is available. We usually go for the 1 king bed, bedroom suite and love to use the Hilton app so we can utilize digital keys and can pick our room. Checking in and selecting my room via the app was easy as always, but I never did receive my digital key. Instead I had to check in at the desk and get some room keys. I figured possible issue with my app and thought nothing of it. Got to the room and found the room a bit more dated than other locations I have stayed in the past. Bathroom was smaller, air conditioners not functioning proper, very little supplied in toiletries (shampoo, conditioner, body wash) than I am used to, remote to one tv did not work, and housekeeping swinging by the room just before 9am! Not sure if it was just a bad night, but I have stayed at enough of these hotels to know this one is different from what I have had in the past. Checking out still had me go to the front desk as checking out through the app was not available much like my digital key. This leads me to believe these options are not being utilized at this location or are not equipped for such. Still, bed was comfortable, hotel was nice and quiet, easy to access, and kitchen is always welcome. Probably would not stay here again if I visited Albuquerque again but won't change my feelings about this chain of hotels all together as they still remain my favorite aside from this one-off experience.

Oh, and I am sure it's because it is Albuquerque, but I have never seen so many dang warning signs about locking up your vehicles and how loss or theft of anything is not the hotel's fault. Pretty unsettling to be honest! Nothing happened during our stay, but just be aware not to leave valuables unlocked or in plain view. Considered it a victory to start the van and not hear the sound of a missing...