Hotel Zazz — Hotel in Albuquerque

Unfortunately I cannot recommend this hotel. And it’s really a motel, all doors open to the outside and it can be e a bit noisy with the parking lot right outside your door. I wanted to support a woman runner business business so we booked 4 rooms for the balloon fiesta. There were some nice things, location. You could walk to restaurants and such. The beds were comfortable and the decor was fun and quirky. The 3 front desk people I spoke with in the 3 days I was there were friendly but not helpful. There was a change in plans on who was coming so there had to be a change in the beds from king to two queens in two of the rooms. The other two remained the same. There was a theee way phone conversation with regards to this matter and after 20 minutes it was sorted out. During this conversation nothing was ever said about an upcharge. A few days later I called back and spoke with the “manager” about putting one room in my name instead of the person who could not come. Again I spoke with a “manager” and nothing was said about an upcharge. A few days later I was billed the rate I had booked with. Then the next day I was charged $400. Thought I’d resolve the error when we checked in. Got there and after questioning the charge the first clerk said he’d speak with the “manager” and have it removed or reduced. Reduced?? I was never told there was an upcharge for changing beds. If we had been told this during the 3 way phone conversation none of us would have agreed to that and we would have just cancelled. So two rooms were charged an additional $400 making it a total of $800. That’s $200 per bed and that’s insane. Never heard anything so next day there was a different person there. He said he had seen the note and the manager would be in at 4:00. Asked if I should come back at 4:00 and the answer was no the “manager” will be in touch with me. Never heard a thing. The third day there’s yet another person and I again explained the issue. She said it’s because it’s a bigger room. The rooms are all the same size. It’s a motel|not a hotel as you would think since it’s in the name of I looked at the rooms with the king beds and they were the same size as the rooms with two queens. I asked if she could call the “manager” and she said no. Asked if she could text and she said yes. Shortly after she said she didn’t get a response but the “manager” works remotely and never comes in. What “manager” works remotely. I then said I’d be doing a reverse charge with my CC. When checking out again asked about speaking with the “manager” and was told her mother unexpectedly dies the night before. With all the run around I highly doubt that. Customer service is nonexistent. It’s a shame I have to reverse the charge but they leave me no option. And the other person who had two reservations was told that all phone calls are|recorded so they’ll look into it. Now you need to let someone know if you’re recording the phone conversation and again this was not mentioned. It could be a great place if they were honest but unfortunately they left a very poor impression and I cannot suggest anyone stay there. And they charge you to park in...

When we arrived the motel was clearly still under construction as there was paint all over the stairs and walkway. Construction/remodeling was still underway; ok, we can deal with the lack of aesthetics and we are happy to support local. When we opened the door to our room there was an overwhelming smell of old/stagnant cigarette smoke; fine, it’s an old motel so we moved on with our trip as weren’t hanging out in the room all night.

The next morning when we went to use the shower, water pooled and filled the basin and wouldn’t drain, so we called the front desk to let them know. They gave us a key to the another room so we could shower and get ready. We had to move all of stuff to the other room; inconvenient but at least we could shower.The sink in this room was slow to drain so we let the front desk know and we also let them know the previous room smelled of cigarette smoke.

The woman proceeded to argue insisting that the room was inspected (including the drain?) and did not smell of smoke; meanwhile we overheard “sam” in the background say “oh it was never inspected”. The argument ensued and the woman was very rude and disrespectful, so my husband asked for a discount/refund. We were told no and to call our third party booking agent (Priceline) for any kind of discount or refund.

Priceline proceeded to call the motel and they would answer, but then place the agent on hold; this happened several times over 15-20 minutes. We left with a pending resolution as the staff refused to take the phone call.

Fast forward 2 days and the motel not only refused to provide anything resembling good customer service (even just the offer to shave off a few dollars would have been fine with us), but they charged us for: $10 for our vehicle parked in their lot $100 for nicotine vaping outside in the parking lot (we never used them in our room) $100 to use ozone in the room (again we do not use tobacco, nor did we use our vape in the room) $20 for a the third person in our party (we did not ask for any extra accommodations, pillows, etc)

We managed to reach the owner to discuss the situation and they proceeded to accuse us of stuffing a rag into the shower drain (this is completely absurd) and justified the extra charges stating using our vape (again this was outside in the parking lot) as it violated their “no smoking” policy.

This place is a total rip off and cost us twice the nightly rate ($111/night). We understand needing to rent rooms to afford the completion of a remodel, but given the completely unprofessional behavior and total disregard to anything even adjacent to customer service, you are better off at a motel 6. These people are scam artists and tried to put lipstick on a pig at the consumers expense. We will absolutely not being staying here again and recommend spending your money...

If you ever come across this advertisement of their "hotel" motel. It's not all that. It's okay, and I'll give it to them it was a very clean "hotel". Other than that it seems like it'll be something special but it wasn't. Nothing amazing about the rooms, or the space. My partner and I had gone to their "speakeasy" after we checked in and the place looked really cool and the atmosphere was nice, tables were extremely crowded and small.

We came across this incident where we were sat at a table dead center of the tables who had ppl. We moved as soon as we could to a couple who had left and their table was more in a corner a bit more comfortable than where we were sat at.

Moments later we were given the menus and IDs were checked. My partner and I came across this one page that had a drawn style picture of a margarita and some cocktail with bourbon. The bartender came by and asked what we'd like. THIS IS WHY THE REVIEW IS AT A 1 STAR. I showed him the menu and told him very clearly "We'll have one of each of these drinks." As he replied with, " Okay you'll have one of the bourbon drinks" as I corrected him "yea no, we'll have one of each drink. The margarita and the bourbon drink." As we had this convo he kept trying to walk away and simultaneously take our order. His final response was, "ah okay, I got it."

Moments later we sat ourselves in the other spot (yes sorry we sat ourselves but they weren't busy we were not okay with where you sat us.) and came back with the bourbon drink and as he set the drink down he asked, " okay will that be an open tab or do you wish to close it?" I replied with, " Oh hey do you have the margarita coming with that? And yes I'd like to close the tab." He looked at me with a lot of attitude and said, "you only ordered the bourbon drink." As I corrected him politely and told him, "no I actually ordered a drink for my partner too. I said can I have one drink of each, that is on the page the margarita and the bourbon drink." He basically agrued with me, "no, you said can I have a drink of the bourbon drink" as I replied, " I said, can I have 1 of each." And at that point as someone of customer service and I'm not trying to act like a boomer (I've been in the service industry for a decade) I would never have argued and gotten the other drink right away. Instead that bar tender was more interested in being absolutely right. I decided no I'm not going to drink that cocktail and my partner and I...