I recently stayed at The Sheraton Albuquerque Hotel. I was part of a large group saying on October 18 & 19, 2013. Many in our group were very upset with their accommodations, some citing a sewage smell in several rooms, poor plumbing; others, like myself, lacking adequate space within the confines of the room. This brings me to Front Office Manager, Ivan. Ivan is, without a doubt, the most rude, impertinent, insolent, inadequate Front Office Manager I have ever encountered. Ivan is in desperate need of Customer Relations training. He came to my room to see that our accommodations were less than adequate. Instead of immediately saying that he was sorry and understood, he was defensive and proclaimed that the description of the room said it held four people and we were only three; therefore he was right and we were wrong. In the interest of full disclosure, he sent a glass top table to put in the bathroom as there was no vanity. He told me to call him the next day and he would see if he could do something to make it up to us. I called his direct line the next day. He did not answer and I left a message. A few hours later, I called another number and his extension; same thing; no answer and I left a message. I sent an email; no response. Very late in the day, I called the front desk and he answered. I said I had been trying to contact him. His response, “Well, I‘ve been here all day.” I said I was very disappointed that he had not returned any of my contacts and he said, “What do you want?” This could go on & on, but let me say that he offered to put some points in my account. Keep the points, Ivan. Ivan told me that I was rude and talking over him and that I needed to be quiet and let him speak. Really? Therein lies the problem…he never listened to me to begin with.
There was a bright spot on this stay: Melissa at the front desk. She was very nice and very helpful as was the remainder of the support staff.
In summary, fix your plumbing and sewage issues, give some of your staff more training and perhaps you could have a satisfactory venue.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
I would like to personally apologize for your experience during your recent stay. Please know that it was never my intention to offend you and your travel partners by offering complementary dinner and Starwood Preferred Guest points for the inconvenience. I do understand the need for additional vanity space and closet space when traveling with various people in one room and apologize that the space provided in your room was not adequate. The hotel staff attempted to accommodate your request for extra luggage racks and extra table space, but from the information you have provided I recognize that we didn’t meet your expectations. I hope that you will give us the opportunity in the future to prove to you that we can exceed them. If you find the time I would like to apologize to you and your travel partners please feel free to contact me at 505.843.7000 or via email at email@example.com.
Front Office Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.