Quality Inn & Suites Albuquerque Midtown - University Area — Hotel in Albuquerque

I had the great misfortune of staying here during a long road trip back home. This trip typically takes me 2 days to complete and I always stop in Albuquerque as my halfway point. I arrived in Albuquerque around 12/1am and called here to see if they had a room available for me and my small dog. The woman I spoke to on the phone said they did have a room available that was pet friendly and repeated several times "the total for you, one adult, and your small dog is $62.28." after I had agreed to the reservation and gave my card information, I was then told there was a $100 security deposit that would be held. I asked how long would it take to get that back and I was told it would be as soon as I checked out. I informed her that I was traveling and needed to make sure that the deposit would be returned ASAP after checking out and she said it would be. I got to the hotel and was checking in when the woman there told me my total was $213. I was very confused and asked how it jumped to such a high amount. She told me the $62.28 for the room, $50 pet fee, and $100 deposit. I told her I was never informed about the pet fee but all she said was she told the woman on the phone to tell me. At this point I was locked in because you can't cancel a reservation within 24 hours even if you made it that night. Or else I'd still be charged just not have a place to stay. I never would have stayed here had I known the actual price. I had enough in my account for gas to continue traveling while waiting for my deposit back and my bank is really good about getting funds to me so I figured it would be returned same day or next day. Anyways, I went to bed and all I did was sleep. Same for my dog. I didn't take a shower or use anything besides the bed and toilet. Before I left, I took pictures and videos of the room to show nothing had been damaged and checked out on time. I continued traveling then I checked my balance when I stopped for gas and they not only charged me the $213 but they also charged me the $62.28 separately. Which might not seem like a lot but that was the gas I had to finish my trip. I also did not have even a pending return of the deposit. I tried to call the hotel several times and nobody answered. I was stuck there until I could get some help from my family. I was stuck there for a while and when I was able to resume my trip I ended up at another delay for a stop due to an accident that I would have missed had I not been delayed by the hotel taking more money. I won't say everything that happened but there were additional stops, hotels, and charges that came from the initial delay and my 2 day trip turned into a 6 day trip. The extra $62 charge was reversed after a few days but I never got my deposit back. Every time I tried calling the hotel nobody answered. I contacted Choice Hotels. Choice basically ignored everything I said in my first message and told me to contact the hotel even though I told them I tried on my message. I should mention I am Disabled and I am Autistic so making phone calls is not my strong suit and causes me great anxiety, but I needed my money back so I continued trying. Choice also gave me an invoice breakdown of my charges that weren't at all correct. They tried to tell me that they don't see I paid a $100 deposit but then right after told me the $62 charge that was reversed was from my deposit coming back. I explained again that I was charged an additional charge and that that was it being reversed. They said no it was the deposit and that I was charged for a "stain" left on the bed. I'm 100% positive there was no stain not only because 1) I'd clearly remember if myself or my dog had an accident while in the room and 2) I took pictures and videos after. So now they are lying about so much to cover up this fraud. There were little stains already on the blankets so I laid my own down which further tells me I for sure did not leave any stains. All in all this very short stay was unpleasant and caused great distress. I hope nobody else has the...

This place is an absolute nightmare.

We should've cancelled our reservation when it took 45 minutes to check in. There were 8 people in the lobby when we arrived around 11 PM, because their system was down, and the desk staff was having trouble keeping track of which rooms were taken and which weren’t. 5 of their empty rooms weren't clean, which was revealed when guests checked into their room and found a mess.

We witnessed several people just hanging out in the parking lot, so we accepted that there was a high chance our vehicle would be broken into.

The hallways had obviously not been vacuumed. In our room, our hardwood floor had an oily texture and there were signs of mildew or urine at the baseboard. We noticed that the smoke detector had been removed from our wall. It was late, we were tired, and the bed at least was clean so we decided to stay.

At 4 am we woke up to the sound of someone attempting to open our door. After three attempts they were successful, but unable to open the door completely, due to our habit of latching hotel doors. Whoever was trying to enter our room went away when we flipped the lights on, loaded our gun, and asked who was there. We called the front desk but they did not answer even after 5 tries. We left a voicemail detailing our concern, but never heard back. We had to barricade the door with a fridge to feel safe for the remaining hours of our stay.

When we left, we noticed the side doors were propped open. After packing the car we went to the front desk, which had 3 employees and no line. We asked if they had received our voicemail, to which they said no and started looking through their computer to find it, making it obvious that no one actually checks the voicemail. We told them that someone had successfully opened our door at 4 AM, and they said that their system was down, so they might have "sent someone to our room not knowing that it was occupied," dismissing our concern. So either it was an attempted burglary or they gave out a key to an occupied guest room - which is criminal either way. We mentioned that we had a gun, and should they have successfully entered our room then they would have been shot, and the desk staff continued to dismiss our concern. They offered a discount to our room, as if there were any price we would be willing to pay to be terrified for our safety while we simply tried to get some sleep during a long drive. When I told her the conditions were not acceptable and we wanted a refund, she started to laugh at us and said she was “sorry we didn’t enjoy our stay in Albuquerque”. Albuquerque was fine, but their mismanaged nightmare slum of a hotel was absolutely not. If you check the replies to the other reviews bringing up concerns, this is clearly a favorite snarky response of management, rather than empathizing with guests and changing their establishment for the better.

Because the front desk did not take our concern seriously, we decided to call the police non-emergency line to report the attempted burglary. We also called the hotel corporate, who confirmed that we would be refunded and gave us a case number for an internal investigation of the hotel management. Hopefully this inspires some sort of change to make the place safer, but we don’t plan to return to find out.

My advice is that you avoid this place at all costs. It is clearly mismanaged and deserving of a full scale investigation to ensure it is safe and hygienic (up to fire code, has a check in procedure which ensures safety of its guests, and room cleaning standards). Charging $80 a night doesn’t justify running a slum, and your life is worth more than whatever savings you’d get by staying here and risking your health...

Overcharged price due to Balloon Festival, not as advertised. People were great, but it needed a lot of TLC. Our rooms keys would not work, so we had to get them redone at least 6 times (we stayed a week). They advertised biscuits and gravy, which my husband loves and didn't have it. I tried calling 3 times to see if the pool was open, no answer. I packed swimsuits (taking up valuable space) for a pool that was supposed to be heated and was green looking. There was no way that I was going to get in that. Our bathroom light was missing a bulb, and I caught the manager of the maid crew and she had it immediately fixed. There is never enough light and since I am physically challenged, no way to put makeup on. Would have been nice to have a magnifying mirror. Since I asked for an ADA room, the shower had a bar on the wall, but no rubber mat. After my husband falling at another hotel and hitting his head, we thought that would be standard. Room cleaning service was like every 3 days, we opted to not have anyone in there. I went to exchange towels, no problem. Realized that we needed toilet paper and they acted like we were stealing it. Speaking of which the coffee table was nailed to the floor (floor being reboarded and the planks were uneven), the alarm clock was nailed down too. I went to set it as it was blinking and could not accomplish that since I couldn't move it. The property was gated which was a plus. One night we couldn't get back in as the outside door still was not working. I went to the other door and knocked on it and got a maid. I would have had to go 3/4 around the building to get to the front, because the gates would not let me out (assume only cars it senses), but the might have not gotten out the other side either. To their credit, they took the latch out of the door, so we could all get back in. There were no pooh bags in the dog area. We did have our own, but sometimes it catches you unaware. The waffle maker despite being sprayed with non stick, still would not let the waffle come out. I didn't even know that had waffles, until I smelled someone cooking it, as it was behind another wall. Again personnel were great. I asked for a knife to cut an orange and then found it was not necessarily one you can eat (green and bumpy) but at least we could identify what was inside it. Also I signed onto my computer and noticed a charge for a call in to the hotel, went to the front and they credited it. They had already ran my card for the entire stay. Am waiting for the deposit to be credited, paperwork says it was and yet the full thing was run on the charge cars. Floors were filthy, I had fuzzy socks on and they were black after 2 days (luckily I had slippers with me). So I chose this hotel for proximity to the airport and the balloon fiesta, it was halfway inbetween, assumed that since it was part of the Choice Hotel group. This is the 2nd rundown hotel we have been to that is within the group. Thanks...