Rated 2 out of 5 by cptspg1 SPG issues
I now feel that the SPG suite rewards is a bit of a shame as the last two times we attempted to use our rewards we were very disappointed with what we feel is false misrepresentation of the program. Regarding this last stay I requested two rewards as prompted when I made the reservation. The website showed 3 different types of suites as available all the way up to 24hrs before our stay. Less than 24hrs out I get an email stating they could not honor the suite rewards...strange because I also get an email from the hotel directly showing they have three different types of suites available all for an additional $20+ a night extra (?) A major contradiction here...so I call the hotel directly and the manager confirmed there are suites however I will need to contact SPG..in the end the manager could not get the assistance she needed however was willing to give me a suite considering the issues and my SPG status. This took far too much time and aggravation when it is supposed to be our reward. Very unprofessional all around. I should not have to fight/argue/advocate for my benefits. This property also tried to have me alter a review on another site, again, unprofessional and makes me question the quality and honesty of other reviews of this property. The manager agreed to assist me with a request yet did not follow through and when I asked to speak with her she was too busy to see me and her counter staff could not assist me either. In the end, due to another employee I met the issue was taken care of, but only because this one staff member took pride in his job and wanted to make things good for us. There was no recognition of platinum status at check in and no times given for the club room etc. When we checked out we were not asked about our stay.
On a positive note: This property has improved their club lounge from earlier this year.
January 1, 2014
Rated 5 out of 5 by navyjohn Quality location
I represent a US Navy reunion group that recently stayed at this location. In our 20 years of reunion locations this hotel and staff are by far the best we have experienced. The location, facilities, and staff are exceptional in service. I would recommend this location to anyone looking for a number one hotel.
September 10, 2014
Rated 1 out of 5 by Shawn34 Business Travel and Film Crew Disruptions
I am normally pleased with the services provided at Starwood affiliates but this time the stay did not meet my expectations. While the location was nice and the service was adequate, the use of the hotel as a movie set limited use of public areas at times. The lobby and meeting areas were being used for filming a movie and as a result, the filming crew was allowed to restrict hotel guests access of certain areas and direct us to use the service elevators and nontraditional exits. At times the bar and coffee shop were not able to service patrons with no advanced notice. I believe that the hotel staff should have informed guests of potential restrictions and made accomodations versus the filming crew acting as the authority figure. I was not pleased with this level of service and I am not recommending this hotel because of their failure to communicate conditions that they were clearly aware of to guests.
October 21, 2013
Rated 3 out of 5 by diamond07 No Free Wi-Fi
As a business traveler you have many choices. And free Wi-Fi is pretty standard in today's bookings, even at the medium quality hotels. For this reason only I will look for a different hotel on my next trip. Also I had a slow drain, maintenance fixed it but left the tub dirty.
September 7, 2014
Rated 1 out of 5 by Angry2013 I was very dissappointed
Our room had used towels hanging on the shower head. We were awaken 2 o'clock in the morning when the security guard tried to enter into our room. The safety latch prevented this. There was really no explanantion for this except it was the night auditors fault. In the morning we found a cock roach when we lifted the bed covers.
September 17, 2013
Rated 4 out of 5 by Cfinley Great Location
The is a great location in the middle of Albuquerque next to a large shopping mall and other dining options. This can be romantic with the jacuzzi suites or family friendly with the indoor heated pool. Parking is free and convenient. the club level lounge is very accomodating and offers a great variety.
December 5, 2011
Rated 1 out of 5 by pk12 bedspread
The bedspread had red stains on it which was pretty disgusting. I would up sleeping in my sweats on top of the sheet. I have pictures.
August 16, 2013
Rated 5 out of 5 by njtour1 Great rooms!
The rooms were clean and comfortable. Staff very helpful. Enjoyed our stay
November 14, 2012
Rated 3 out of 5 by Sashajean Bad experience
First night we arrived, the knob to turn the shower on was sitting on the toilet lid and the toilet seat was broken--maintenance fixed pretty quick. 2nd day the safe would no longer work. 3rd night my key would not open the door. The 4th day of my stay, my room was not cleaned. The pillows were like pancakes, the room would never get cool enough and the air conditioner was so loud turning off/on all day that I never got a good nights sleep my entire stay. On a positive note, the location was great and the front desk was very responsive and apologetic -even offering to give me additional points for my inconvenience. Unfortunately, I would not stay at this hotel again.
August 5, 2014
Rated 2 out of 5 by DougMcKown Staff really needs additional training!
First and foremost, we were new to Albuquerque and did not know much about the area. The website claims to have a complimentary shuttle. However, upon arrival, Kevin at the front desk informed us that Anthony was the driver for the day and it depended on "whether he felt like going" as to whether or not we could utilize the free shuttle service. We were told the shuttle went within a two mile radius, but it depended on Anthony and if he felt like it or not. That alone was unprofessional. Then, the next day, Bobby told us that Chris was the driver and if we wanted to go to old town then he would probably take us. With the lack of consistency in what we were being told, we finally decided to rent a car. Later that same night, Erin was the shuttle driver. I must give her kudos because she was very nice, we enjoyed her conversation, and she recommended a good local bar for us and took us there and picked us up. We were never quite clear on what the shuttle would/could do the entire time we stayed there. As far as the room, I had to ask for a hairdryer which was supposed to already be in the room. When housekeeping brought it, the lady stood at my door as if she were expecting a tip. Considering this was something that should have already been in the room, I did not tip her and it made the situation very uncomfortable. The shower in the room is nothing more than a trickle of water and the pressure and temperature changes constantly. The one thing that I really was infuriated about is that when I questioned Bobby at the front desk about getting a Starwood preferred guest card, he did not know where the forms were. He did ask someone, who also did not know. They made no attempt to offer any real help in this area. They honestly seemed to not care. I asked if I could apply on line and he said that I probably could and left it at that. I also asked about a credit of some sort I read about if I did not want my linens changed. He told me to hang the sign on the door if I did not want housekeeping in my room. I explained that I did want them to come in and straighten up, but that I did not need my linens changed every day. His suggestion was that I talk to housekeeping about that.
My over all experience was far, far less than I expected or received at other Sheraton or Starwood brands (and there have been quite a few!)
I would not stay at this hotel again. The front desk is minimally trained and have the attitude of only getting by with the minimal necessary. I was very disappointed in the level of service from the front desk,
December 10, 2013
Rated 4 out of 5 by mysticwiz1 Family Reunion
We stayed at this hotel while in Albuquerque for my family reunion. It was close to every thing we needed. Staff was very helpful. Rooms were clean and comfortable. We did have some problems with the TV. It had to be reset every day in order to view all the channels. We were compensated for the inconvenience and management was going to look into it. Will be staying there again the next time we are in town.
August 25, 2014
Rated 1 out of 5 by LADoc Don't count on Platinum Benefits
We stayed at the Albuquerque Sheraton in June 2010. When we checked in around 9:00PM the manager refused to give us a Platinum suite upgrade claiming there were no suites left. Checking the PG website on my iPhone I showed two suites. I called SPG reservations to discover there were two suites available. After 45 minutes of back-and-forth with SPG and the front desk, we finally we upgraded. The manager made me feel like a freeloader for asking for a benefit I had earned. It was the night I decided that SPG Platinum wasn't worth it.
October 27, 2011
Rated 4 out of 5 by TxDoc Excellent hotel
Great staff. Comfortable rooms. Convient to downtown and good shopping
August 28, 2014
Rated 5 out of 5 by Dew22 Clean and roomy
I arrived in town with no reservation, after calling other hotels in area I chose Sheraton based on price. I knew nothing about hotel or surrounding area. The staff was VERY helpful in giving restaurant and local hot spots advice. My room was spacious, clean, and smelled great!! Comfortable bed and even had good water pressure in shower (very hard to find good shower at hotels)! They also had a much later check out time than other places Ive stayed. Great hotel, great price, will stay with Sheraton in future for sure! Thank you
September 10, 2013
Rated 5 out of 5 by Forbusinessandpleasure Great leisure hotel
We stayed here for the Balloon Fiesta, and many other times. This hotel has a very happening environment, the bar and restaurant had enough people to make new friends, but not so crowded you cant get in. The hotel is in the heart of ABQ and there are many eating establishments, shopping venues and activities close to this hotel.
The pool is a bit dated but is still nice.
They recognized my platinum status and upgraded me to suite on the Club Floor.
Their Club Floor is one of the best out of any Sheraton I have stayed at.
August 20, 2012
Rated 2 out of 5 by TrishGordon Good Conference, Bad Hotel Experience
While the hotel's waitstaff was very responsive and the food was satisfactory; I had to visit the front desk twice about an odor in the hallway in front of my room (#201). After the second visit, I received a visit from someone and they placed a fan outside of my room and left the exit door open. While this did mask the odor, I felt either the carpet needed cleaning or there was a smell coming from pipes. This was very disappointing. Also, I was not happy to learn this was a very pet friendly hotel. There should be a separate entrance for people with pets.
August 8, 2014
Rated 5 out of 5 by SVO5Plus Consistently welcoming
Each return is consistently satisfying. The Front Desk staff is efficient and knowledgeable
and remembers one upon return visits. The staff in the Club Lounge (Adele, Judy, Diane)
are each outgoing and eager for one to enjoy the ambiance of the Lounge as well as ABQ and its diverse offerings. They are assets to this site. Rooms are well maintained and comfortable. Entire staff and the manager Damon continue to provide an excellent hotel for one to enjoy casually, but tastefully. I'll always return!
November 24, 2013
Rated 4 out of 5 by rogerfromco Great staff and friendly service
Everyone I encountered from the hotel was friendly and helpful. If I was in the area again, I'd book this hotel.
The only suggestions I have are to
1) provide at least two pillow types in each room as each guest may like something from firm to soft. There are 4 on the bed, why not have 2 firm / 2 soft? This is not a knock on this particular hotel because all hotels seem to do this.
2) Check the grout/caulk in the bathrooms. Mine had a bid of mildew starting to form behind the caulk.
August 15, 2014
Rated 5 out of 5 by rwh33 Staff Made the Experience Delightful
The hotel was full all three nights we stayed here, yet the staff were unfailingly courteous, even under pressure. The weather was very hot and our AC had issues. The plumbing crew were on it right away, and Richard Manis the night operations manager and others at the front desk, including Megan, made sure we were satisfied. Club floor food was good and service there was great. The owner should consider investing in capital improvments (pool refurbishing, new carpeting in the elevators, etc.) before it is too late. I sense the staff is holding this hotel up, and they did a great job for us.
July 28, 2014
Rated 2 out of 5 by Whatyouknow Subpar
This is the worst Sheraton I have encountered thus far for customer service. Front desk clerk had no knowledge of Gold and Platinum perks. When checking in at 4pm I was told rooms would not be ready for 30 minutes, even though check in was at 3pm.
Hotel shabby, carpets stained and filthy, beds worn and need of replacement. Bathroom had mold growth and plumbing issues. I had a hospitality suite and was located right next to elevators and a ice machine, so noise was a factor.
March 31, 2013
Rated 5 out of 5 by THawkins Fabulous Stay!
This stay is one of the highlight of our cross country travel! The room was clean and well appointed. The staff were truly a pleasure. This was our first experience with Club access and we will now look for it wherever we stay! Breakfast was great and the appetizers in the evening were wonderful. We were there two nights and the menu changed both days giving a touch of local flavor. We look forward to coming back to Albuquerque in the future and staying here!
October 28, 2013
Rated 5 out of 5 by YVKC We're definitely coming back!
My fiance' and I wanted a quiet, relaxing weekend getaway and this hotel met every need we had. The rooms were very nice and clean. The salt water pool and jacuzzi were therapeutic and inviting. We upgraded to Club Room access which supplied us with endless Starbuck coffee treats along with snacks, appetizers, and breakfast throughout the day. The staff was friendly and very accomodating. We can't wait until our next stay. We will definitely be coming back!
February 5, 2013
Rated 1 out of 5 by ff1046 roach motel
Staff was rude from the moment I made contact . Upon entering my room ,i get in the shower,shower was full of hair and the shower head was broken. I called to see if they could fix it not once but Twice with my calls being ignored ,it NEVER GOT FIXED . 10 dollars for wifi was ridiculous but not more than your 75 cents for local calls ! I was going to stay my entire vacation in this hotel , glad I didnt . Never staying in this hotels again
July 7, 2013
Rated 5 out of 5 by mginsd Amazing Customer Service
I stayed at the Sheraton Uptown for 2 nights while attending a conference. Every single staff person I came into contact with was extremely friendly, and helpful.
The room was very well furnished. I couldn't have asked for a better stay.
The food for the conference was super tasty, and the food staff were great.
And lastly, the technical staff, and meeting room staff accommodated every request and took care of everything for us.
September 8, 2013
Rated 5 out of 5 by SuzieQ53 Great Facilities and Outstanding for Good Nights Rest
I was travelling through Albuquerque with my 83 year old mom as we had attended a funeral in Denver and were returning to Phoenix, AZ. We arrived at 9:30 pm and I was able to get in a quick workout in the center, swim in perfect temperature pool, and fell into bed with the best pillows and bedding in the industry for sleeping soundly! I also used the computer center in the lobby and love how Sheraton meets my every need.
May 22, 2013
Rated 4 out of 5 by Mike9997 Staff was great!
We were staying at the property so I could attend a seminar from 8AM-5PM on 7/28-7/29. My wife was with me and planned to read and relax for the two days I was in class. When we checked in, I asked if a room upgrade was available, so my wife would be more comfortable while I was in class. We were given an upgrade and access to the Club Level, which she enjoyed and appreciated. On the day of check out, she was also given access to the Club Level after noon so she would have a comfortable place to read until the seminar ended at 5 PM. Very much appreciated!
July 30, 2014
Rated 2 out of 5 by Hall2013 Manager never contacted us
The room felt dirty and old. The carpet and walls had stains. We received poor housekeeping (e.g. no soap, shampoo, conditioner replaced for a 4 day stay). No free wifi. No acknowledgement of being an SPG. We requested that the management contact us while we were staying there and never received any call even now a week later. Front desk staff were nice, but otherwise a negative experience.
July 29, 2013
Rated 3 out of 5 by Karen39 I was told that sheratons are no longer giving free upgrades for gold status even when a room is available.
I was told that the Sheraton hotel chain will no longer be giving free upgrades for spg gold members. Sheraton will only upgrade platinum spg members. I was not upgraded and when I got my bill the hotel was trying to charge me for an upgrade when we were not upgraded. I was upset that hotels within the sherton chain are no longer giving gold members free upgrades when rooms are available.
December 30, 2011
Rated 4 out of 5 by Flicka Albuquerque Sheraton
Overall the stay was good. Some areas better than others. The staff was very attentive to our needs and the club floor was good. The woman who staffed the club lounge was exceptional. For our six night stay the only thing that was a big disappointment was that the sheets on our bed were not changed even once.
April 10, 2014
Rated 4 out of 5 by Jake Mostly good and certainly comfortable
Staff was a little overwhelmed - though there were alot of soccer people there so they had their hands full. Perhaps some additional staff on when you know you're going to have a high volume/high maintenance occupancy such as a soccer tournament. Those people take up more time and need more attention than businesspeople. Still they tried hard and made us comfortable.
February 29, 2012