I think the hotel is simply going through some management issues because service can be great, but then poor. Attitudes great, and then not so great. As others have posted, housekeeping, room service, breakfast, etc. can all vary from day to day. If you get a room facing downtown (city view) you should be okay. But my first room looked onto a freeway exit so you have no idea you are staying in Albuquerque - not a big deal for a one night stay but this was for six nights. But the view from the rooms facing the city are awesome. Some issues can not be explained such as room service tray still outside the door the next morning. (Yes, I did call to say I was done, and it was not late 9pm). And housekeeping not always re-filling amenities. But on the good side the room service food was great - had the chicken quesadilla which was outstanding and plenty left to go into the fridge and use later. And the breakfasts are good with everyone in our group raving about the omlettes. And I found the staff at the manager's reception great. Also know other than rooms on the 9th floor, none have windows that open. The 9th floor rooms have small balcony's. And reception desk is not well staffed - you will probably always have to wait for help. Having said all that, I'd return if I got a good rate and could be sure to get city view.