I stayed at this property earlier this year. I did not have the best stay and wrote a review regarding my experience. In my last review I felt that the hotel tried and that I would give them another chance. Something very suspicious to note...After my last review I was contacted by the Director of Guest Services, Carrie Confair and asked to take down my last review. I was very disappointed by this and felt that this was unprofessional, it made me question Tripadvisor reviews of this property. I was going to look past and agreed to give the property another try and would change my review if I felt differently, however my overall impression of how this facility is run did not change much with this stay. Some of my detailed complaints are really SPG related so will take those up with them directly. On my last review I was told "I promise your next stay will be a WOW experience"...that certainly was not the case. Internet was EXTREMELY slow, the guest service button on the phone did not work and I had to walk down to the lobby to address a concern, at the desk I was given poor service by the staff at the desk and the manager Pinar was too busy to assist me, even though I spoke to her on the phone the day before asking for her assistance and she assured me that my request would be taken care of, even though it was not and that if there was a problem she would be there at my check in (yet she was too busy to assist me). The food in the restaurant is well below average and the staff were a bit depressing. I do not recommend eating here when Albuquerque has so many wonderful places to eat. Positive changes since my last review: The club lounge has improved both in service and snacks. I met a very professional/squared away employee named John, who assisted me when no one else seemed to care. He was friendly, attentive, efficient and refused a tip stating it was his job to help me! A++ for John! This property is located in a convenient location for me and I want to be pleased here. I am not sure what the issue is. I think it comes down to poor training of the staff in general.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.