Hotel Albuquerque at Old Town — Hotel in Albuquerque

If you are looking for a "Pet Friendly" hotel in the Albuquerque area, this is not the place! Paper thin walls (hotel staff even agreed) Not pet friendly, kid friendly or family friendly. We were treated terribly by Janelle from the front desk! We rented here for 2 nights and paid a pet fee. We left to have dinner and our dogs barked when we left. I understand the inconvenience but instead of contacting us they went and knocked on the door and walked into our room while we were not present obviously causing our 2 small dogs to bark more. We know this because our dogs seemed terrified when we walked in. We travel often and they do very well. This is not the main problem, the problem is that during our meal we got a call from "Janelle" who rudely informed us that my shitzu was barking. We stopped our meal and immediately left to go back to the room to take care of the situation. She apparently got upset when I asked her for her name and checked us out of our room. Which was just under $500. We explained that we left immediately to fix the situation and she said that she had 6-7 complaints (we were gone for about 2 hours) I asked her 1. Why she said we could remove the dogs from the property if now she is saying we had to leave, 2. why she didn't call us after the first report and 3. Why would they send security to knock on the door and enter our room, making them bark more! She said that we were not supposed to leave the dogs in the hotel if we were not there (this was not explained to us in any way when we called asking for the pet policies or at check in, if we new this we would have made arrangements) they said we had to pay the pet fee and we are good to go, she refused to refund us and blamed "upper management" for our removal. She lied and denied saying that we could remove the dogs for the night and blamed upper management. She was sarcastic, passive aggressive, rude and snarky toward us. She seemed power hungry and needed to control the situation to feel better about herself. We were unable to drive back home due to a storm headed to our home and did not know what to do as we were kicked out at 9pm at night. They had security escort us out like criminals and watched us pack our belongings. The hotel itself and was nice besides that other than the rooms having paper thin walls (We could hear the neighbors talking when the TV was off. Janelle was an unreasonably, sarcastic, and fowl person that should not be working in her position. All she had to do was contact us the first "report" and we could have taken care of the situation. When I asked her why she did not do this rather than waiting for "6-7 reports" she made excuses and lied about the incident. She refused to give us any type of refund and said "that's just how it is" in a sarcastic way. Keep in mind we were charged $500 that was still pending on my card which should have gone on the company card (I paid the pet fee on my card) She should not treat service members this way as well as paying hotel guests. I obviously attempted to take care of the situation but was not informed in a timely reasonable way and did not have a chance to fix the situation as our room key was deactivated by the time we got back from dinner.

I have contacted upper management myself and will update my response with the outcome when we hear back from them.

Update: management called back and is going to have a conversation with the desk person. No...

★☆☆☆☆ Absolutely Horrible Experience – Not Recommended for Business OR Pleasure

I rarely write reviews, but after my absolutely awful experience at this hotel in Albuquerque, I felt compelled to warn others. If you're someone who reads reviews before booking (which most people do nowadays), please take this one seriously. Save yourself the stress, the disrespect, and the disappointment. Trust me when I say this: you do not want to stay here.

From the very beginning, things went downhill fast. I was greeted with outright disrespect at the front door by the staff. Not just a bad attitude – I mean eye-rolling, dismissiveness, no “hello,” no offer to help with bags, and a tone that made it clear I was an inconvenience just for walking in. I actually stood at the front desk for several minutes before anyone even acknowledged me, and when they finally did, it felt like they were doing me a favor just checking me in.

Let me be very clear: This is NOT the kind of hospitality you expect or deserve when booking a hotel, whether it’s for business or pleasure. And it’s especially shocking in a place like Albuquerque, where people are usually warm and welcoming. Not here. This staff was cold, unprofessional, and seemed completely untrained in even the basics of customer service.

The lobby was dreary and dated. It smelled vaguely musty, like old carpet and something worse I couldn’t quite identify. It didn’t get better from there. My room was mediocre at best – worn furniture, thin walls, questionable stains on the carpet, and a bathroom that looked like it hadn’t been deep-cleaned in years. I tried to call the front desk for assistance with a broken lamp, but no one ever answered the phone. I ended up having to walk all the way down to the lobby again, only to be met with more attitude and no real resolution.

This hotel seems completely unaware of how damaging bad service and poor maintenance can be to their reputation. People read reviews before booking now – it’s often the only thing they have to go on when choosing a place to stay. So let me be clear: if you're reading this, stay somewhere else. There are plenty of other hotels in Albuquerque that know how to treat their guests with respect, that are clean, and that actually care about your experience.

I would never, under any circumstance, recommend this hotel to anyone. Not for a business trip, not for a vacation, not even for a one-night stay in passing. If you value your time, money, and sanity, go elsewhere.

This place is a prime example of how NOT to run a hospitality business. The management needs a complete overhaul, and the staff needs serious training. Until that happens – and honestly, even if it does – I would urge you to avoid this hotel at all costs and this is a great example why they would never be a four...

We stayed here for one night on our trip through New Mexico. The location is wonderful, lots of parking, beautiful vistas of the city below, and close to many amenities and restaurants.

We were greeted by Moriah (I hope I spelled her name correctly) at the front desk. She was friendly, attentive, and helpful. When we arrived, she made sure we had everything we needed for a great stay at the hotel (including coffees, condiments, and waters). She also looked up where we had reservations for dinner, and gave us the name of the farm nearby, and how far away it was. This attention to detail is often hard to find, so I felt it especially important that she be recognized for it. Great job Moriah!

Overall, the hotel is absolutely breathtaking. It has gorgeous accents, details reminiscent of old world New Mexico, and wonderful amenities. The grounds are lovely, well-manicured, and the patio has water features and lush grass and hanging vines. Unfortunately, the restaurant inside was closed due to Covid, but the gift shop remained open. Inside, there is a woman (I wish I had written down her name) to assist you, who is knowledgeable in the gift selection, and patient as you peruse about the shop. They have everything you could want for a souvenir or gift for family members and friends. We bought several pieces of gorgeous jewelry authentic to New Mexican artists in the area, and a beautiful detailed metal cross. The service was exemplary by the staff in both the gift shop and at the service desk.

The room itself had everything one needed to be comfortable. It is decorated in old world NM aesthetic with sarape and muted Earth tones and colors. The bed was quite comfortable out of all of the hotels we stayed at. They provide towels, soaps, an iron, and hair dryer. Our only issue we experienced was the air conditioning unit inside the room was not working properly, but gladly it was a chilly night, and wasn't needed. Due to this, we didn't feel the need to mention it until we left the next morning (though I could see how this might be an issue if it was hot).

Overall, it is a great hotel, and one of the best we stayed at in the area. I just hope that they will be able to serve at full capacity and open up their restaurant, so that we can return to visit next time...