DoubleTree by Hilton Hotel Albuquerque

Ms Miss 3 weeks ago

Stayed here for a week on a work trip and overall had a good experience. The housekeeping staff was outstanding-my room was cleaned daily, fresh water was provided each day, and they quickly replaced toiletries when needed. The bed and pillows were incredibly comfortable, and the mountain view made the stay even more enjoyable. The only downsides were a less-than-friendly interaction at the front desk and carpet that could use some updating. I especially want to recognize the housekeeping team for their hard work and attention to detail. I would stay here again.

Hope Rodriguez 4 weeks ago

DO NOT BOOK HERE! This was one of the most disappointing hotel stays I’ve had. We were placed on the first floor even though the staff knew the air conditioning on that floor was not working. Keep in mind it was over 90°F outside, making the room extremely uncomfortable. When we mentioned the issue at checkout, the response was simply, “Sorry about that,” with no real concern or effort to make things right. The room itself had multiple problems. There were ants in the bathroom coming through cracks in the walls, the shower drain was clogged, and there were stains on the bedsheets. Overall, the cleanliness and maintenance were unacceptable. Parking was another major issue. There are only a handful of parking spaces available, so good luck finding a spot if you arrive later in the evening. The only positive part of our stay was the breakfast and the breakfast staff. They were incredibly kind, welcoming, and provided excellent service. Unfortunately, the condition of the room, lack of maintenance, and poor response from management completely overshadowed the few positives. I would not stay here again and would not recommend it to others.

Angel 2 months ago

This hotel has been my go to hotel for the last six years, sadly I can’t imagine coming back. The location is amazing, I honestly don’t even mind paying for the parking, it’s very convenient to the hotel entrance and paying for parking these days is pretty standard. What is unacceptable is the lack of staff and any sort of actual “hospitality”. To be perfectly honest, I could probably even deal with that, but on the last evening of my stay there was no hot water. I was on hold with the front desk for literally ten minutes just trying to confirm there was an issue, she assured me it would be back up soon, she offered to call my room when it was fixed, I’m still waiting on that call. I called around 6pm, by 9pm there was still no hot water, I had to wash my hair with cold water standing over the tub because it was too cold to actually shower. During this whole situation I received a text asking me to rate my stay, when I gave it a 1 I got a text back from “Arlene” asking when would be a good time for her to call me, I text back “anytime”, I’m still waiting on that call also. I understand that things can happen, but when your guests have to go back to prairie days there should be some sort of compensation, Hilton chose to just hope no one noticed, I’m sure if I’d have gone to the front desk and complained I would have been compensated, but I felt bad for the person working, I’m sure she was getting it from both ends. I got ahead of myself, that was the end of my stay, now for the beginning. I arrived around 2:30, I’m well aware that check in is 4pm, I stopped by and asked if they could accommodate an early check in, I said early, indicating I know I’m early. The guest service woman could not have been ruder about telling me nothing was available, she didn’t even give me the courtesy of checking my specific reservation, when I asked her about the upgrade I’d requested through the app, she said “Yeah, a king.” I asked her how she knew considering she hadn’t even asked me my name, then she said it’s “Rachel”, I told her that’s not my name. I may not be the smartest person, but I know when I’ve given someone my name. Then she just said check in is at 4pm, I felt so very welcomed. The size of the room is nice, the television options are good, but the room was rather shabby, bedding was dingy and there was an overwhelming smell of an artificial peppermint. The toilet had mold all around the rim, and no, I didn’t go looking for mold, but when I sat in the tub my first night I ended up being eye level with the toilet seat. I know this all sounds very harsh, but I had actually booked another hotel for this stay, but at the last minute I switched because I’ve always felt safe and enjoyed my stays, and I did feel safe, but there are other hotels that I’d feel equally safe at, next time I will give one of them a try. Do better Hilton, your reputation is not being met at this location.

Rod G a month ago

I did not stay at the hotel, yet I was charged the full amount for the reservation. I made multiple attempts to cancel my reservation before and after the scheduled stay, but I was unable to reach anyone for assistance despite spending hours on hold. I first called one day before the reservation to cancel and was placed on hold for hours without receiving help. I called again the next day and remained on hold for over an hour. I even called again at 11:00 PM and was still placed on hold for another hour. I also attempted to cancel through the app, but the agent assisting me was unable to get through to the hotel as well. This week, I called again on Monday and was advised that I would receive a callback, which never happened. I called again today and was placed on hold for over 40 minutes before the call was disconnected. I then contacted the Guest Assist Corporate Office and opened Case #271913285. The corporate representative also attempted to contact the hotel and experienced the same issue. They were placed on hold for an extended period and later informed the hotel was changing shifts and already had other callers on hold. Even your own corporate office representatives were unable to reach the hotel staff in a reasonable manner. I made every possible effort to cancel my reservation and resolve this issue, yet I was still charged despite never staying at the hotel. I believe this is unfair and unacceptable business practice, and I am respectfully requesting a full refund of the charges made to my account. Thank you for your time and prompt attention to this matter. I look forward to your response and resolution.

Eric Valdez a month ago

The room is okay, it's an older room that needs to be renovated, it wasn't run down, but it had an older musty smell to it. The bathroom had no circulation, so it stayed hot and humid. The view was great it overlooked the plaza. The A/C unit worked great in the room. The sheets did not appear to have been changed, there was 2 small what looked like to be blood spots in between the sheets at the foot area. I called the front desk and asked for the bed to be changed out. They were very prompt to fix this situation. There is not a lot of parking in the front of the hotel, so you have to park across the street in the parking garage. There is not any elevators it the parking garage, so you have walk up two flights of stairs and then the walk across the street and around the hotel to access the front of the hotel. Overall the staff is friendly, but the rooms could use some work.