Homewood Suites by Hilton Albuquerque-Journal Center — Hotel in Albuquerque

Even though there were issues the first time we stayed here, we tried this hotel again and completely regretted it. Next time we're in Albuquerque, I'd rather stay in a motel downtown; it'd be money better spent and I'm sure we'd be treated better. Seriously, our experience here makes me want want to not only avoid this place, but I'm completely done with Hilton altogether and going back to Marriott. Stay here if you want them to waste your Hilton points and/or money, and also treat you like garbage in the process. The day before we came to town, our plans changed and we were going to stay one less day. I tried to change it online, but we were going to be charged more for one less day, so I waited until we showed up to change the reservation. I figured it wouldn't be much of a problem, especially considering that I'm a Hilton Diamond member, but I was very mistaken. We walked in and they greeted us and told us they'd check us in. Then, they called over some guy in the lobby, who walked right up, and nothing else was said to us. So, we awkwardly stepped to the side as they checked in this guy that had been sitting there for an hour. Afterwards, they said they'd help us. I explained that we were checking out a day early and the lady at the counter said it didn't matter, we would be charged the same amount of points and money. We were surprised and disappointed, so we asked why they couldn't do anything and the lady snapped back "well you can leave." Still surprised, my wife started asking a question and the lady turned around and walked away mid-sentence. We couldn't believe it, we looked at each other in disbelief as another lady awkwardly stood at the counter. After a bit, another lady came out and introduced herself as the GM. We explained the situation (again) and she told us tough luck, nothing could be changed. We begrudgingly proceeded to check in; what other choice did we have other than walk away and completely waste our money, points, and time? It's funny, though, because they have a sign that says "While you're here, we want you to Be At Home. If for any reason you are not satisfied, just let us know. We'll make it right or your night's stay is free." Funny, because they didn't even offer us an extra water or points, let alone a free night, they told us to leave! Our room was ok. The breakfast is garbage, I don't know how they can legally call it breakfast, it's a bunch of microwaveable nonsense, you're better off walking to Cracker Barrel (OR AVOIDING THIS PLACE). The normal coffee in the lobby is warm enough, but the decaf is Always cold (both this stay and the last, any time of day or night). When our stay was finally over and we tried checking out, nobody was manning the counter at 9 in the morning. I had to call the front desk and wait for the ringing phone to bring somebody over. Also, our experience isn't unique. Our family was also staying at this hotel. They had two rooms, one king suite and one queen. Before they came, they called the front desk and cancelled the queen bed room. Afterwards, they received an email confirming that they cancelled the queen bed room. When they showed up, they same lady that humiliated us said that they had the queen bed room. They said that they called and cancelled that, but they lady was short and said that he called corporate, who messed up the reservation. They showed the confirmation email and the lady essentially told him to get wrecked, they didn't have any king suites available, they wouldn't charge him any less, and they didn't try to help anything, let alone offer a free night. If you read this whole review then you should know that your should AVOID THIS PLACE AT ALL COSTS! They will screw you out of your money and points and treat you like garbage in...

Hilton Hotels stand out for their remarkable customer service which is why we like them but it wasn't the case at this specific location. It all started when we came in ,Joselyn at front desk wouldn't let us check in until we moved the car because it was park on the wrong section we moved on and move the car of course with no complains. Next time I came for help at the front desk, I was needing a package that had just arrived according to my notification and Joselyn told me that if no one inform her about it there was no package for me and didn't bother to check again I moved on and said Thanks! The next person after me was also treated poorly so I thought maybe that's just the way it is. After that there was a couple occasions that I forgot my key in the room one time I was too excited to see snow and walk out without thinking and when I tried getting a key at the front desk it was denied. I call my partner who was at work to have him talk to them so they can give me access and supposedly to avoid this situation in the future they added it my name on the reservation next time I came back to get a key I was denied again saying I wasn't on the reservation and that I need it to call my partner for approval after they has said it was "fixed". At this point I am frustrated with the customer service so I tried avoiding asking for help at front desk at all cost. Next thing I order a book for school and this book was worth $150 dollars. I was having my packages deliver to a locker from Amazon because I didn't want to have to deal with being mistreated by these people but because of the book being so expensive they couldn't deliver it to the locker and had to have it shipped to the Hotel when I came to get the package a lady name Stephanie told me that she gave it to someone named "Alex" I said but the package was clearly under my name why would you give it to someone else and she said the package is gone you can see if you see the client and ask him for it. I was so frustrated I talk to my partner and we both came back trying to talk to the Manager who we missed a couple of times by a hair. Then we talk to Yadira and she said that manager would get back to us but he never did no text, no email, no calls. We had to come back about 4 times to see how this situation was going to be resolved and we were getting no answers after they gave me such a hard time about getting a room key why wouldn't they ask a person for an ID when giving a package? At the end of all the manager offered to give us points worth the price of the book and call it a day. We would not recommend this location the service of the front desk people is very disappointing and to say no more...

Here is the ownership info if anyone else would like to write a letter: Mountain West Lodging LLC Vindoh and Milini Perumal 4509 Atherton Way Nw. Albuquerque, NM 87120

I booked a trip, with my family, to your hotel, planning to stay August 6-8, 2021. I checked in to the hotel via the Hilton Honors App on August 6, 2021. I was emailed a confirmation number: 53926893.

I did not stay at the hotel on August 6, due to family issues, however, I did check-in and had a confirmation number. When I was driving to the hotel the morning of August 7, I looked at my Hilton Honors App and noticed my room had been canceled. I called the hotel and spoke to the shift manager, Danielle, who said she canceled my room and gave it to someone else because I did not check-in. I explained that I checked in via the Hilton Honors App and received a confirmation number. Danielle repeated herself; saying that I had not checked in and therefore forfeited my stay at the hotel. I told Danielle that she made a mistake and I could give her my confirmation number. She said I could not have had a confirmation because she personally never checked me in.

I told Danielle since she canceled my stay she would need to give me another room. Danielle said she did not have any other rooms and I should have checked on time if I wanted a room so bad. Danielle was rude, unhelpful, unapologetic, and a poor steward of the Hotel, lacking in respect, tact, or even the slightest basic fundamentals of customer service. I asked for a refund. Danielle refused saying that I had forfeited my stay and she did not have to refund anything.

I asked to speak to the manager, Marina. Danielle said she would not be in until Monday. I asked for the email to the owner, and/or the ownership group. Danielle refused.

Over the course of the next 19 days I attempted to contact Marina 7 times. Each time I was told Marina was in a meeting or unavailable, but they would leave her a message and she would get back to me. Marina never returned my phone call. On the 20th day, August 27, I called again and received the same run-around from Kendra that I received 7 times before: Marina is in a meeting but would call me back.

I am not surprised at Danielle’s unprofessional actions as I now know the Hotel Manager, Marina, is just as unprofessional and has unfortunately created an atmosphere that is clearly not customer-centered.

I reached out to the Hilton Customer Service center and have been issued a refund. The Hilton Customer Service center verified I did in fact have a confirmation number and did in fact check-in via the Hilton Honors App. They did the right thing and even apologized for your...