Sheraton Albuquerque Airport Hotel — Hotel in Albuquerque

Update 11/17/23: I had called Bonvoy and opened a cased. I was told i would get a full refund and someone would reach out to me. Called today to check on way I have a charge and never heard back. Come to find out Jeffery, one of the individuals I dealt with, closed my case so no one from upper management would reach out. Case with reopened and another strictly regarding my full refund as also created

Booked here for a quick turn around trip. Was staying on the club floors. First room lights were not working, they sent two handy men up. First when I initially got checked in and noticed the issue. That man said he had to send someone else up, to which I replied "not problem, I'm going to dinner so do whatever you need to but I need the lights to work." Got back three hours later, no one had been back in, when I called down stairs the woman who answered the phone was snappy and rude. The second handy man who came up told me they couldn't fix it cause I was in the room to which I replied "I have been out of the room for the last three hours, why wasn't it fixed then?" He very directly told me he would do it but I needed to move all my stuff. By all my stuff I'm assuming he was referring to the glasses set there by cleaners, and the hand soap provided by the hotel. So I did that. I also went down stairs to let the front desk know this was not ok. The original man who checked me in Jeff started to tell me it would be fixed when the very rude Miranda (I'm assuming the unpleasant overnight clerk?) jumped in telling Jeff it couldn't be fixed cause I was in the room. At this point I had enough. And very directly let the lady know I had been out of the room for the last three hours. And if this was unfixable I should have been moved right when I checked in. She proceeded to tell me this was news to her and to calm down.

Now pause, any one ever in any industry knows when someone is already mad, telling them to calm down is never the way.

Resuming.. I instantly fired back which "I'm sorry, what do you even do here, cause it's obviously not customer service." The man Jeff got supper aggressive at this point telling me to calm down and they were trying to fix it. To which I replied "at his point all I'm hearing is how you all dropped the ball and I should be calm about it." Long story long they moved me to another room in the club section. but lo and behold the fan makes this awful sporadic hissing sound. It's now 11:00pm. I'm done with trying. I call Customer Service and ask to me moved to another property. She gets my room cancled and then proceeded to ask me how much time I needed to look for another place to stay. I have been a Bonvoy member for years. And have maintained silver and gold elite status, with just shy of a year before reaching Life time status. And I am strongly debating if I ever want to stay at another Marriott property again. And I thank my experience with this location which lead me to seeing how customer service would also respond to someone needing help. I hope they can fix their rooms, up their service and realize you build status faster with Hilton. Which might be my new goal. Avoid this property if you enjoy working lights or functioning air conditioners.

And we didn't even talk about the eye lashes in the ranch of the...

This review is the story of how vitally important people are to a hotel experience. I'm driving from Denver to Phoenix and Albuquerque is exactly half-way. I stopped at this Sheraton on my way to Phoenix and had a lovely experience. The staff who welcomed me were warm, kind, and professional. I travel with two well behaved, non-shedding, quiet, highly trained dogs, and the staff at the front desk were so kind when I checked in. There are challenges to the rooms, but the welcome and genuine kindness of the staff minimized the impact of these challenges, and greatly impacted the feel of my stay. I even recommended that my sister stay here, as we were meeting in Phoenix and she was driving down a day later. My experience on my drive back to Denver was 100% the opposite. As I was driving, I checked in on my Bonvoy app, and around 11am I was told my room was ready. I landed in Albuquerque just after 3pm. Danielle was at the front desk and when I handed her my ID, I let her know that my app indicated my room was ready. She let out a big sigh and told me that the notification on the app that my room was ready "doesn't mean it is really ready." Oh really? Then I let her know I needed parking and have two dogs. She let out an even bigger sigh and told me that the fourth floor is the "dog floor." I had been on another floor a few days earlier. She said she didn't know if she had a "dog room" for me. I told her I was on a different floor a few days earlier, and she said "We have to put dogs on the fourth floor so all the pee and poop accidents are on the same floor." What?? Huh? How gross!! She had trouble finding me a "dog room," and I reminded her we had been on another floor a few nights earlier and it was great. She said, "We have new staff who don't know what they are doing." What a way to inspire confidence in your colleagues. My room is directly next to the elevator. Because I am on a road trip, I travel with a small cooler with some food. I asked if my room has a refrigerator. She said no, and I asked what I needed to do to get a room with a refrigerator. She rolled her eyes and said she would try to call the engineer but there probably isn't an available refrigerator to bring to my room. I later went down to the desk and removed my request for a refrigerator. What is upsetting to me is the dismissive, condescending and rude tone Danielle used with me. As a client checking into her hotel, I felt like a burden and she communicated that my situation of traveling with dogs is unpleasant to her. After a long six-hour drive, this interaction ruined my day. I found my exchange with Danielle to be upsetting. Details that I was able to easily overlook on my first stay here a few nights ago are now unpleasant. The rooms are dark, the interior of the hotel is older and very tired. The bathroom is marginally clean, and there is an intermittent high-pitched noise in my room. If traveling with dogs (or not), save yourself exasperation in being treated rudely, and find another place to stay in Albuquerque. Despite the advantage of close proximity to the airport, there are plenty of other places to stay...

One Star is not low enough for this "hotel" Writing this almost a week later; much calmer now. Been a member of Marriott for 16 years, at one point in my career I was at "Platinum Status" so I have stayed a lot in Marriott properties, ALOT! Since retiring in 2020 I have stayed in 51 different properties around the country so I have seen a variety of Marriott facilities. This one was THE WORSE. Lets start with check in. Don't know what the deal was with the young gent that working the counter...could not understand a word he said, had him repeat every thing two to three times. Mumble mouthed, whispery level of volume, NOT who should be greeting guest, ( I was also NOT the only one that had problems as I was leaving to find dinner I heard another person checking in asking him to repeat that, so I know it wasn't just me). After being checked in I find out that there is a $10.95 charge for parking. Again 16 years, maybe a couple of hundreds of stays, first time having to pay for parking. Not happy but slightly amused, is the $0.95 cents to make you feel better that it is not an even $11.00 or is it a kick back to some one. (sarcasm). Shame on me for not reading the description prior to making the reservation, but never had to pay before so I (badly) assumed parking would be free. Never understood paying for parking, The fee probably barely covers the maintenance cost on the entry gate and the electronics associated with it...anyway... I park and get to my room. No refrigerator. Again, first time in 16 years of Marriott's that I did not have access to a 'fridge in the room. Really!!!!!!! I stayed at a crappy motel in Ponca City Oklahoma that was so bad I slept in the chair and it had a 'fridge!!!! Thermostat did not work room was like an iceberg had to shut the unit off completely. Did I complain to management, no. I figured I'd get mumble mouth and the impression he left on me was that he was '...going to do minimum he could for the maximum pay, and the minimal effort possible...' Towel (only one in the room) was a tad bigger than a hand towel. Again, 16 years I got used to seeing a half dozen towels of different sizes in a room. So I make it through the night, and head to my next destination (another Marriott hotel) relieved to see the true Marriott norms back in action, towels free parking, 'fridge, working thermostat, life is good again. Perhaps Marriott needs to go into the Sheraton branded hotels and revamp them to match. I know they bought Sheraton with Starwood Hotels in 2016 and perhaps they haven't gone through all of the properties to fix problems or perhaps I just got a sh*tty room, a indifferent counter person and a poor choice...