Rated 3 out of 5 by boman80 Latest stay
Front desk staff needs to be retrained on customer service.
July 18, 2012
Rated 5 out of 5 by Traveller1 Excellent Business Hotel
Our multi-national company books at this hotel exclusively
March 21, 2013
Rated 5 out of 5 by cheftj travel stay
Very warm great hospitality
December 11, 2013
Rated 5 out of 5 by Chief Super Convenient
Love this hotel and staff. Will be back again soon.
January 28, 2013
Rated 2 out of 5 by Mary12 Below expecations
Internet access free but unable to obtain access.
July 29, 2013
Rated 5 out of 5 by Traveller1 Excellent stay
Always a great stay. Good value and great staff.
May 11, 2013
Rated 3 out of 5 by Puerta Hotel does not meet my expectations
ok, probably will book somewhere else next time
June 11, 2013
Rated 4 out of 5 by jaranda2 hotel has everything you expect for a conference
my only criticism was the bed; too soft for me.
April 20, 2013
Rated 5 out of 5 by Lovey This hotel was very accomodating and comfortable
The room was very quiet, clean and comfortable.
April 3, 2013
Rated 4 out of 5 by bnnnk nrcs
good The meeting location and area is nice.
March 18, 2013
Rated 5 out of 5 by Robert1983 Wonderful facility
Each time we stay is better than the last.
October 14, 2012
Rated 5 out of 5 by SLCUT One night in Albuquerque
Staff here are phenomenal and so friendly!
December 7, 2012
Rated 5 out of 5 by nurse access
this hotel is easy to find & travel to.
October 28, 2012
Rated 5 out of 5 by asnani cfo
August 23, 2013
Rated 5 out of 5 by nurse farmer
nice comforterable place to stay.
October 28, 2012
Rated 5 out of 5 by utep13 Best Staff
clean rooms, friendly staff
August 26, 2013
Rated 3 out of 5 by Khing Great location
The hotel is above average.
August 15, 2012
Rated 2 out of 5 by BlownAnniversary Satisfied...No
I began my stay by using points to reserve, via the phone option, a jacuzzi suite to celebrate my 28th anniversary at the Albuquerque Uptown Hotel. Upon my arrival the receptionist informed me that my reservation was for a hospitality suite and not the jacuzzi suite as they were all booked. I immediately contacted the phone reservation clerk and ultimately the corporate representative to voice my concerns. After going back and forth (1.5 hours) in a haggle session with the corporated rep, I was booked in a jacuzzi suite and promised 3000 SPG points for my inconvenience. I was then informed that the suite would not be ready for another 30 minutes. This caused my wife and I to miss and engagement we had planned to attend. Upon arrival at the jacuzzi suite we found a bottle of wine and strawberries with an apology card from the manager of the day. When we finally attempted to utilize the jacuzzi we found it to be unclean with a scum residue and blonde hair in the water. So we did not have an opportunity to enjoy the jacuzzi. We also found a toilet in the suite to be nonoperational. Because it was so late and that we had already been frustrated with the day's ordeal we just went to bed and checked out early the next morning. The hotel manager was very aggressive in telling me that the reservation of the jacuzzi suite was not an official guarantee that I would receive one and that all reservations were based on availability. Overall the establishment seemed to be a nice place to lodge if the management and maintenance of the hotel met the high standard of service that I've experienced during my stays at Sheraton hotels around the world. I will contact the corporate office again to seek further compensation due to the fact that I was still not able to utilize the suite for what I reserved it for, the jacuzzi.
December 23, 2011
Rated 3 out of 5 by mpone Really Uneven!
I reserved this hotel for November 11, 2011 using a promotion on the Sheraton website. The promotion offered a "Coke Gift Basket" for a small extra cost. The basket would include some small Coke stuffed bears, an Amazon Card, and 2 Cokes.
When I checked in, there was no mention of the basket. No problem! I thought it would be waiting in my room. However, it was not in my room when I got there.
Later, in my room, I learned that I did not have access to the free internet service, nor could I find information about Club Lounge hours (as I was staying on the 8th floor Club Level). So I needed to call Guest Services. There was no answer.
So I called Guest Services again later in the afternoon. I got immediate help for the Internet service and Club hours, but was put on hold for quite some time for answers regarding the gift basket. When the Guest Services representative came back on the line, she told me the gift basket hadn't been received at the hotel yet, but they would bring it up later that day (evening).
The next morning was my day to check out. I still had no gift basket. My alarm went off at 6 am - though I had not set it.
I checked out late morning (around 11 am) and asked for a manager. I was very surprised. Typically hotel managers are extremely patient and want to hear about guest experiences. This manager was not. Over the course of our conversation, I heard: "I'm pretty sure we told you that the Amazon gift card would come in the mail" (not true); "We noticed you didn't have kids, so we didn't think you'd want the gift basket" (not true); "We called you last night, but you didn't answer your phone" (may have been true); "The gift baskets didn't come in until this morning" (may have been true).
I'm not sure exactly what went on with the hotel front desk. All I know is that I was at the hotel less than 18 hours, and had to follow up several times to get information/services that should be automatic, especially for someone who stays at the hotel frequently, is a Starwood Gold Club member, and is occupying a Club level room. The Manager's mishandling of my morning concern was the topper. I didn't even bother to tell him about issues beyond the gift basket, as he had no interest in hearing about my experience, let alone attempting to address them.
I may continue to stay at this hotel. Adele in the Club Lounge operates more like a Manager (or gracious host) than the management does. The free evening and morning breakfast snacks often meet my meal needs. I make ample use of the fitness center (nice!) and indoor pool area. The location is not bad. And I get terrific discounts.
But service beyond the Club Lounge is not at all consistent with other good hotels in the area.
November 20, 2011