Quality Inn & Suites Albuquerque West — Hotel in Albuquerque

The hotel was okay. Door key did not work, had to use a regular key which is not a big deal. The breakfast left a lot to be desired. Issue: I NEVER leave a review, I choose not to most of the time, however, currently I am fighting with the hotel and booking.com to get a refund of money that is being charged. My husband and daughter stayed at this hotel 3/7-3/8 and he paid with his debit card. I booked it through the booking.com website and I have never had an issue in the past, but this time i am being charged AGAIN for the hotel stay. It showed pending in my account but it has been over 10 days since we stayed there. Even if it was to HOLD the room it should have credited back by now. Doing my due diligence I contacted the hotel first, spoke to a man there with an accent that interrupted me and told me to call booking.com, I politely said okay. I then called booking.com and got a case number and one of the requests were to have a verification of the charges with a PIF invoice. Today, 3/17 I contacted the hotel at 3:00 my time and asked for an invoice to be mailed to my personal account. The lady I spoke with told me that it would be there in 10 minutes. At 6:00 pm I still did not have the email. I contacted the hotel and spoke to the same man with the accent who was very rude and he stressed that he sent the email earlier today and I should have it. I explained that I did not, so I asked if they could send it to my husbands email, he said he did, while I was on the phone with him he said it is there he sent it. We refreshed several times and it never showed up. I asked him to check to see if it went out and he told me he could not because he sends it through Choice Hotels. I said understood that, with my conversation with the man he continued to be very rude, he told me have booking.com call him so he can send the paid invoice to them directly. I really hate this entire situation. $100 is being tied up in my account for 10 days. It is not a concern for anyone. It makes me feel as though the hotel did not let booking know it was paid already so they are going to get an extra income from that same stay.

I do not know who owns this hotel, if the man with the accent was not rude and made me feel as if I have no value I would have never put a review out there. I am a consumer, I know mistakes can be made, but do make someone feel belittled over the situation. Needs some customer service classes. It’s my money not theirs. They got their money, what would have happened if they did not get paid???? They would have done something drastic to get it. Now I want my money returns. Fair trade. I paid ahead of time release my funds back.

Out of respect for the hotel - today, 03-18-25 the gentleman that was especially rude to me during the previous conversations called me and apologized for his behavior toward me. I graciously accepted his apology and told him thank your for reaching out and taking this step to fix the situation.

The money was released back to me today and...

I normally stay at one of the other facilities adjacent to this hotel but thought I'd give Quality Inn a chance.I stayed there one night on my way out to Arizona and enjoyed the stay. The room was decorated in a contemporary fashion although the hotel is obviously dated. The fitness center was not functional at that time. The breakfast offerings are standard unhealthy American fare: mini muffins & danishes, waffles, sugary cereal, sugary yogurt. I was able to make due with packets of unflavored oatmeal and a couple "eggs" which appear to be nothing but liquid egg whites cooked inside a round form to give the appearance of an egg. Despite not feeling 100% safe (the neighborhood has really gone downhill), I was satisfied with my stay and booked a second night for my return trip.That second room was a little different. Again, looked nice but the couch had some sort of stain on one of the cushions, right about where someone's naked genitalia would have been sitting. It grossed me out and I refused to sit on the couch as well as the desk chair. Same funky "eggs" at breakfast only gala/delicious red (aka horse apples) for fruit at breakfast and no bananas.This time the fitness center was open but it was pretty lame. The carpeting is worn and the entire room needs an overhaul. I didn't see any towels to dry sweat and there didn't appear to be any sort of spray cleaner or paper towels for a person to wipe their sweat off the very few machines they have. The current condition of the room speaks volumes of how management doesn't put much thought into that room.Overall, neither stay was objectionable but my biggest issue is how the neighborhood has deteriorated over the years. I use Albuquerque as my halfway stopping point when I travel from Colorado to Arizona and I've always stayed in that neighborhood as the access to the interstate is quick and easy and there's a Denny's within walking distance as well as a Walmart a short drive away. However, this last time around the number of homeless people in the area has increased a LOT and I was a bit concerned about my vehicle parked outside with all of my stuff in it. (Fortunately the hotel has generous lighting in the parking lot to help deter would-be thieves.)There wasn't anything stellar about either night I stayed at Quality Inn to warrant me overlooking the state of the neighborhood & staying there again in the future. It's not a bad place, I've always appreciated the easy access to the interstate, and it's certainly economical but there are other options out...

Incredibly heartless, Irresponsible and incompetent Front Desk Staff. I am a contract firefighter. In the winter, I transport fire trucks across the country making sure fire departments get their equipment before the next fire season strikes. That being said, I work and drive long hours and usually over 700 miles a day. I mention this because by the time I check into a hotel, I am beyond exhausted. During my last stay at this “Quality Inn”, the night auditor that checked me in, failed to give back my CDL Drivers License. I didn’t realize he took it when he asked for it as it is not necessary to hold onto ID. My bad for not asking for it back immediately but all I could about was a bed. Needless to say, I never got it back…NOT that evening, NOR the next morning before I left and NOT even a courtesy phone call the following day to inform me that they still had it. I didn’t even know it was missing until I tried to check into my next hotel. When I called them looking for my ID, they knew that they had it all along and never bothered to let me know. As if it was no big deal. Unbelievably rude and senseless. How can a hotel staff be so incompetent? Total disregard for their Elite customers as I am also a Diamond Choice Reward member…four times over. I stay in Choice hotels easily over 200 nights a year. The reason why this is so noteworthy, is that it now sets off a cataclysmic cascade of events when I fly back to pick up new fire trucks. Try flying without ID. All they offered to do was mail it to my home address. The following week was not only a horrendous inconvenience but a logistical nightmare. My formal complaint to Choice Hotel HQ is pending but be rest assured it will be sent. This practice of taking ID needs to end. Policy needs to be implemented to verify ID but NOT keep it. This could have EASILY been avoided by calling my room or slipping my ID under my room door along with my hotel receipt. But Keeping it all night and then the entire next day knowing full well as a driver I am required to have it, even goes beyond lazy. It’s unacceptable behavior. I will stay anywhere else but at this careless hotel the next time I travel...