Marriott Albuquerque — Hotel in Albuquerque

I gave this place two stars, mainly because a couple of front desk staff were polite and tried to be helpful. If not for them, this would have been a one star review.

The experience started off poorly. During check in, they gave me the room directly next to the elevator, even though my profile clearly states I prefer rooms away from elevators. No one asked if I needed late check-out either, which is usually standard at Marriott.

The soundproofing is extremely poor. If you’re a light sleeper, I strongly recommend you avoid this property. It is located right next to a freeway, and you will constantly hear cars accelerating onto the on-ramp, especially loud, unmuffled ones. You can hear people talking in the hallway, and even worse, screaming kids from the next room.

We asked to change rooms the next day and were told it was an “upgrade,” but in reality, it had the exact same layout, and didn’t even have the mini fridge the previous room had. Not sure what part of that counts as an upgrade.

Security and amenities were disappointing as well. There was no in-room safe, and the elevators didn’t require a key card to access guest floors. Anyone could walk into the building and go anywhere. It didn’t feel secure at all.

Housekeeping was another issue. On Monday, we were out from about 10:30 a.m. to 4:40 p.m., and when we returned, the room hadn’t been cleaned. We had to call the front desk three times before someone finally came. We waited in the lounge while the cleaning was done. But even after that, both trash cans were still full. For a Marriott-branded hotel, this kind of service really falls short of expectations.

Even the basic in-room setup felt understocked. On Sunday, used drinking glasses were left behind and not replaced. The complimentary bottled water was missing. Towels were often incomplete. The room also didn’t have a robe which I normally expect at Marriott properties.

Sunday breakfast service was another letdown. My wife and I stood at the restaurant entrance for ten minutes, and none of the four servers who walked by acknowledged us. We understand they were busy, but even a simple “we’ll be right with you” would have been enough. Ironically, when it came time to bring the check and mention tipping, they were much more attentive. I’m a Titanium Elite member and breakfast was included, but the server specifically mentioned that while tipping wasn’t required, cash was preferred. We did leave a cash tip, but the way the conversation was handled felt uncomfortable.

The hotel’s internet went out around 11:30 p.m. on Monday and didn’t return for several hours. Fortunately, I had just finished an important meeting with overseas colleagues. Otherwise, this could have seriously affected my work.

To top it off, when I called the front desk to ask for a kettle to make tea, the staff didn’t seem to know what a kettle was and told me to use the coffee maker.

From the moment you step into the lobby, this hotel feels like a budget version of Marriott. The service, soundproofing, security, and overall professionalism were all far below what I’ve come to expect from this brand. I’ve stayed at many Marriott properties including on points and most have delivered excellent experiences. This one did not. I really can’t recommend it.

Note: I originally intended to leave this review on Marriott’s official website, but never received the post stay survey and was told there is no other way to submit reviews. That’s why I’m sharing my experience here on Google, so others can be aware.

Update: After I reached out to Marriott customer care, I did receive compensation points as a goodwill gesture. I appreciate the gesture, but my review reflects the actual stay experience, which was still very...

I will NEVER bring business to a Marriott again!!! And I will make sure to tell everyone I know not to bring business there!!! I had/always have an issue with them and their arrogant rude staff. My husband and I drove from Michigan to New Mexico with my 14 year old daughter and two months old son to visit family. I chose a particular Marriott due to convenient location, wonderful amenities, room size ECT. It seemed to have everything we were looking for.

Upon arriving into New Mexico I decided to give them a call and see if by chance, since I'm traveling with an infant if it would be possible to get an early check in, or even the first available room. The girl I spoke with originally said absolutely, we will get something worked out, call when you are 10 minutes out. I did that, called back and this woman that I spoke with informs me that their entire building is under construction, she wanted to let me know since I was traveling with a new born. I said excuse me, what do you mean construction? I was not informed about any construction and there's nothing on your website specifying this either. She then proceeded to let me know that due to this, their pool of hot tub was not going to be available for our stay either....by now I'm very annoyed! I let them know that this is unacceptable, I traveled so far blah blah blah Their current GM gets on the phone with me and apologized for all the inconveniences and lack of communication and to show that they were sorry, they would call over to another Marriot, explain what was happening and get us set up with a new reservation. Long story short, the GM calls me back and lets me know that our new reservation was all taken care of, and we would be comped the 6 nights at the same price we booked with them, that I could go right over there they were expecting us.

Upon arriving, we get put on the top floor with an air conditioner that does not work that good and the room was TINY!! No free breakfast nothing, but we tried to just see the good in the situation, at least it was taken care of for us!!

Fast forward to check out, we get the bill and it was hundreds of dollars more then what was told to us!!! They comped us one night and upcharged us for their rate EVERY OTHER NIGHT!!!!!! I brought this up to the manager on duty (Ryan Rymarz) and he rudely stated that they would honor one night but thats it. I told him the name of the GM I spoke with and that he assured me for all the troubles, we were going to be taken care of. To no avail, I got NOWHERE with him!! He told me to call someone higher up than him, file a complaint and deal with them. He was not going to honor it regardless of anything we said. I could feel my face, neck, getting angry.. heart racing it was time to go!!

I still have not had anyone reach out to me to follow up!! I feel like they think if they ignore me long enouh, that I'll just go away!! Um no. @Marriot your employees just tell your customers what they want to hear to shut them up!! There is ZERO follow through on promises made, the room was so hot I had to get an extra fan because your air conditioning was not working well for us... Just overall NOT HAPPY and I refuse to book with you all ever again!! Also you should hire folks with a little respect and understanding THEY ARE IN...

Save yourself and don't book a stay here, choose a different hotel.

DO NOT UPGRADE TO HAVE LOUNGE ACCESS ON THE WEEKENDS. We learned this the hard way and $200 dollars later that the lounge is closed on the weekends. (The $200 was not refunded). To make up for this they give you a 'free breakfast voucher'. I'm sorry but we were only going to be there for 2 mornings and 1 morning we had to be leaving the hotel before breakfast is being served...no way one or two breakfasts are worth $200. I'd rather go to IHOP for half the price.

Also, when we booked it said, 'guaranteed 14th floor or higher'. We had the 12th floor which isn't a big deal but since we'd just wasted $200 and weren't at all notified that the lounge is closed on weekends it would've been nice to at least get the floor we were guaranteed.

During check in the woman was very dismissive and seemed like she just wanted to get us out of the way. We wanted to have a late checkout she told no because they only let 'gold members' have a late checkout (checkout is at 11 and we needed to checkout at 12 just incase we weren't able to make it back to the hotel in time from morning activities that were planned). When we checked out at 5:20 A.M. the lady working the overnight shift (very nice) said that if there's not a high demand for the rooms they do allow late checkout and everyone has a grace period until 12pm... I wish we would've been told that in the first place so we didn't have to rush to pack and leave.

I've had good experiences with Marriott in the past but this was not it.

This is a hotel with many floors and many people staying so having an elevator not working isn't fun. Staff being dismissive made me feel terrible. (It's not like we needed checkout at 4pm). Being charged $200 for an amenity we weren't able to use because it's closed every weekend and not being notified until we checked in wasn't great. (Our stay was only during the weekend. We shouldn't have been given the option to upgrade if what we're upgrading for isn't usable at all during our stay).

Honestly, if the woman checking us in was a nicer and worked with us I probably wouldn't have written a negative review but she really set a tone for how the stay in the hotel was. Definity didn't start off on the right foot. I'm not one to cause a scene or demand I get my way so I just said 'ok' and went about my business because clearly she didn't care to help out; just wanted us to move along.

I'd rather have stayed in a Super 8...