“Embassy Suites Albuquerque, Hotel service was very good, restaurant service very poor.”
The hotel was very nice - new and clean, and the restaurant food was good - but I only ate there once- read below and I will explain why. We were there for a 4-day convention and had lunches served to us for three days - they were terrible - everything from extremely overdone chicken to really nasty New Mexican enchiladas and beans, and the last day - some mystery meat on rice. The day after the mystery meat, four people were very sick and they blamed it on the previous day's lunch. The hotel service was quite good, the restaurant service was probably the worst I have experienced for a large, convention hotel. The hotel was quite far from anything - stuck in the middle of a hill - so you'd need a taxi to get anywhere.
The rooms were very nice EXCEPT, when I walked into the room, the cleaning smell was so strong that I could not stay in there more a few seconds - got an immediate asthma reaction, and I don't have asthma. I do have sensitivity to scents, more so as I get older. I dropped my bags and left. I waited a few minutes and re-entered the room and I had the same reaction. I went to the front desk and they responded immediately and put an ionizer in there for an hour saying that should take care of the odor. I had to wait an hour before I went back in. When I did, the odor wasn't any better. So I then told our convention facilitator about the problem - that I couldn't stay in the room and she and I went to the front desk. Again, the responded quickly and although they were totally booked, some hadn't checked in yet so one concierge and I went to five rooms to do a 'sniff test' and found one that must not have been cleaned in awhile and the smell wasn't bad. The cleaning staff were told to not use scented things for the next four days that we were in the room and it was fine. The manager however did not respond to the issue and when I tried to talk with him, was never available. I suggested in the survey that there should be some 'scent neutral' rooms for those with sensitivity or allergies. I was told they use Febreze, among other things. So, if you have an issue with smells or have asthma, be careful.
Restaurant service - This was so far from meeting my expectations, I can't even think what exceeding them might be. We ate there on Sunday night, January 27th. The restaurant was packed. We waited 35 minutes to get our order taken. We waited another 1-1/2 hours to get our food for a table of 6. It was 10:00 before we began to eat. Others around us who sat down after us got served before we did. This is a hotel that caters to large groups, this sort of service is totally unacceptable - servers and the kitchen staff should know how to deal with large groups descending at once. Our server did not seem to know the first thing about how to treat a customer: she did not respond appropriately when things were missing from our plates and one time, she swore.
When mistakes are made, even if it is out of the server's control, at a minimum, the server should acknowledge the problem, and do everything to fix it - like, get the missing things. Our server didn't seem to consider that an option, she just said 'the sauce on the pork was free anyway and so were the onion strips.' They are not free, they are part of the meal, and she should have immediately gone to fetch them. Although I would stay at this Embassy again and other Embassy's, I would not eat in the restaurant. I did not eat at the restaurant again.
If you have sensitivity to smells or have asthma, tell them well before you arrive, so they can iden...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
February 8, 2013
Thank you for taking the time to provide us feedback on your recent stay. Please accept our apologies for the quality of food and service you encountered at our hotels restaurant and conference center. We pride ourselves by having a reputation in Albuquerque for exceptional food, service, convention services, and return clients. The recent convention at our facility was one of the most successful in the groups history. I am truly sorry that the meals did not meet your expectations. I specifically am concerned with you comments on the service you received on the first night of your stay in the hotels restaurant. Trust that we have addressed your concerns with everyone involved so that this type of disappointment will not occur again. I also thank your for your kind remarks regarding our hotel overall. We strive to ensure that all our services far exceed your expectations. I hope that should you return to Albuquerque in the future you will give us the opportunity to serve you again in the manner you deserve.
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Director of Food & Beverage
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.