Hotel Chaco — Hotel in Albuquerque

This situation regarding my parents stay at hotel Chaco was one of the worst experience we’ve ever had with a company. I had booked my parents a one night stay on Friday for them to get away. I always call a hotel a day in advance to make sure I’m aware of any safety procedures, extra fees, and policies. They broke everything down for me and everything was as usual. Just like the last time I personally had stayed. Number of nights stayed charge + resort fee + incidental hold on a credit card. Upon check in we were greeted by an unenthusiastic staff member. The employee checking in my parents seemed new, but had what seemed to be a manager next to her helping. Saturday morning arrives and suddenly, my parents wake up to an authorization of $302 on credit card. This is on top of the $100 charge for incidentals and the $183 charge which includes room and resort fee. Upon asking about the charge, the employee stated to my mother word for word “we were just checking the card and that the charge would fall off.” When I had heard this, I thought it was absurd. I had called in advance for this reason, so that my parents wouldn’t have to deal with something like this. Regardless of whether it was an authorization or a charge, it shouldn’t have been charged without authorization or GOOD enough pre-explanation. That’s $302 of space that my parents can’t use and now must wait to be released. Especially in these hard times. It gets worse though. When I call to get a better explanation and possibly an apology, we were greeted with a rude staff member. My mother had to call a second time just to get the staff members name. Julian would not apologies for the mistake that the hotel he is working for had made. Gave us the worst explanation I ever heard and tried to blame the mistake on “the system.” He stated that the system does spontaneous audits on random customers. So, without the customer’s consent, the hotel charges a random amount to your card to make sure you have enough money to stay at their establishment. He insisted that it wasn’t his fault nor was it any of the member’s fault and continued to tell me word for word that “I am unjustifiably mad.” “I am not going to apologize and I didn’t do anything wrong.” “it’s a reasonable explanation.” “I will not give you my name.” “I will NOT get a manager for you.” “you will not speak to a manager.” “you are being sarcastic and rude.” And “I’m going to hang up on you and I do not deserve to be treated this way.” The conversation got nowhere and he hung up on me as I was in the middle of asking to talk to another employee or a manager. He said “no” and hung up. This man was infuriating and extremely unprofessional. It continues. On Monday, the charges are still being held and on Tuesday we wake up to a $202 charge on our card. Just when we thought it was over. We call again and no apology, no sympathy. All we got was “I don’t see anything on our end, But I will have accounting get in contact with you.” We wait hours. Accounting finally called us back to tell us that they are glad that we were diligent enough to realize the mistake and that the money will be refunded right away. No apology for the inconvenience once again, no sympathy, not one offer of compensation for the huge mistake made. At this point, we gotten the run around, we’ve been disrespected, and we just want to know what happened and why. Turns out, accountings story is that someone took it upon themselves to somehow not charge the next customer after us (meaning have them not slide their card into the chip reader) and put a whole one night’s stay, fees, and incidental charge on our card. So, two different excuses, a waste of mine and my parents time and money, and an absurd amount of disrespect from every employee we encountered, but most importantly, not ONE apology. Due to this incident, we will not be doing any business with any of the heritage hotels from here on out nor will I ever recommend them to...

So the experience began on Friday 5/24 at 3pm. The hotel was reserved under my wife’s name and we were told that I would be able to check in under my name with no issue. So I arrived with our daughter and we were told that my name was not placed on the reservation list so they could not check us in. Which was understandable, since there are crazy spouses out there. So while we waited I went to get our bags from our vehicle. As I grabbed our bags and began walking back into the hotel, I was approached by the valet driver who asked me if I was staying at the hotel. I said yes and continued to enter the building, he then asked me if I could move my vehicle forward some more. This request would not have been an issue if my vehicle wasn’t already a good distance away to allow other vehicles to pass. Nonetheless, I informed the valet person I would do so after placing our bags down inside. I came back out and moved my vehicle even further forward. At this point there was a good 6ft minimum between my vehicle and the parked vehicle behind mine. As I began to walk back inside the valet person, then asked me to move the vehicle forward even more. I turned to him as stated that if the person parked behind me was unable to maneuver their vehicle around mine with that amount of space between both vehicles, then that person shouldn’t be driving. He then asked me if I was staying at the hotel and if he could get my last name should he need to find me to move my vehicle. Shortly after dealing with him, we waiting a short time and then my daughter and I were allowed to check into the room. We then went to pick up my wife. On the date of our check out which was on Sunday 5/26, we were told we had a 2pm checkout. So my wife went to the spa and my daughter and I went out for breakfast, when we came back from breakfast we were stopped by the front desk attendant and informed that we were late for check out, to which I informed them that our check out time was changed to 2pm. It was around 11am at this time. The front desk clerk stated that no note of this was in their file. I was asked if I would like to pay for the extended time to which I said we had no other option. My daughter and I went back to the room to get out items to load into our vehicle. We partly loaded our vehicle came back for the remainder of our items only to find out they had deactivated our room keys. So we made our way back to the front desk, where they proceeded to explain to me that the cards didn’t work because it was past our check out time. I was then asked again if I wanted to pay to get the extended time, at this point my patience was wearing thing, as I had already okayed for this to be done the first time. So I told the individual to charge for the extended time. So we waited for my wife in the room to complete her spa treatment, and then left by 120p. I told my wife to handle the checkout, as it wouldn’t be fair for whom ever I would have to deal with at checkout should another issue arise. During checkout they apparently offered my wife for us to be able to stay in the room until the original checkout time we were told we were supposed be allowed to check out at (2pm). This was laughable as we had already checked out of the room.

Also our bedsheet had a large hole in it, shower head was broken and shot water out of the side of it, and one of the light lamps was missing the buttons to operate it.

Maybe the staff were just having a rough weekend. But we were definitely disappointed in our stay. On a positive note, my wife said the spa was a positive experience.

The cost of this place is not in line with the service or the space, the cost is most likely due to...

The hotel is nice looking but their basic hardware and service is a mess.

The internet speed was so slow that you can't do anything productive. I couldn't even check my email or simply browse a website. And we tried multiple networks with different devices so it's sure it's not our problem. We even went down to the lobby tried to have a conference call with a client but failed. So it's not just in the room. We complained a few times during our entire stay. They said they would talk to the person in charge and get back to us but didn't. ** The AC in our room suddenly turned off and I got an error message on the control panel. Called to the front desk and they said they would send a technician but never. I called again after 3 hours and got the same response. And the technician had NEVER showed up. I got a NO response from the hotel again.

• The gym AC never worked. There's no attendant there so we can't even ask anyone to help. My boyfriend needed to workout in a 90 degree hot environment. **My sleepwear was gone after housekeeping. It's white and I left it on top of the bed. Probably the housekeeper just wrapped everything in a rush and didn't pay attention to it and mixed my sleepwear with the bedsheets and threw it away. It's not anything valuable but it's a very sentimental thing to me. I called and the front desk promised will get back to me no matter if they find it or not. And NO...NO response again.

After all these messes, we were kinda out of patience and we demanded a call back before checking out. And finally a manager called back. Regarding the no responses, he said he called but we were not in the room. He can't leave a message to guests and for whatever reason he can't find us during our entire 3-night stay. If voice messages are not allowed, what about a letter? He could do something & anything to communicate with us but he chose not to. Regarding the wifi problem, he basically had no clue why and there's nothing he could fix. Funny thing is when the Sawmill Market (opposite to the hotel) wifi is very fast and stable, maybe they just need to simply upgrade their internet network? My sleepwear was gone, they couldn't find it. Not a surprise to me. I don't think they could or would dig through the hundreds of dirty bedsheets and look for it because they don't care. Period.

In conclusion, our entire stay here was very frustrating. There are no excuses to ignore the guest's problem. And we didn't ask for anything unreasonable. The lack of communication with the guests made me doubt if they care about the...