Extended Stay America Suites- Albuquerque - Rio Rancho
🏨 Hotels & Travel · Rio Rancho
total experiences
replied on google
Most reported issues
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Experiences
poor room maintenance, inadequate breakfast, and unhelpful front desk staff
The hotel rooms are dirty and lack basic amenities.
hotel rooms and common areas were dirty and poorly maintained
Business reply on Google
Dear Peggy, Thank you for taking the time to share your feedback. We are sincerely sorry to learn that your extended visit did not meet expectations and that several aspects of your stay caused frustration and discomfort. We understand how disappointing it is when maintenance concerns, housekeeping service, and overall property conditions are not addressed in a timely manner, and we apologize for the inconvenience this created. While we cannot change your experience, please know that your comments have been shared with the appropriate teams and will help guide our ongoing efforts to improve cleanliness, upkeep, and guest service. We appreciate your feedback and hope you will consider giving us another opportunity to provide a significantly better experience in the future. Sincerely, Hotel Management
room contained roaches, mildew smell, and broken furniture with unhelpful staff
Business reply on Google
Dear Timmy, We strive to provide a clean, well-maintained, and exceptional environment for every guest. However, we regret to learn about the condition of your room and the issues you encountered, as well as your interaction at the front desk. Attentive and respectful service is an important part of every stay, and your comments have been noted and shared with our team. We understand how frustrating this must have been and appreciate you bringing it to our attention. We would welcome the opportunity to provide you with a better experience in the future. Sincerely, Hotel Management
hotel has pest infestations, facility maintenance issues, and billing discrepancies
Business reply on Google
Dear Andrew, We regret that your extended stay did not meet expectations and appreciate your sharing this detailed feedback. Please know that we have a dedicated pest control program in place, and our team works diligently to maintain cleanliness throughout the property to ensure a comfortable environment for all guests. The concerns described regarding overall conditions and service consistency have been taken seriously and will be shared with our team to improve the guest experience moving forward. Regarding the billing, if you are in doubt and would like to review your charges further, please feel free to reach out to our hotel directly with your reservation details. We hope you will consider giving us another opportunity in the future to provide a much better and more consistent experience. Sincerely, Hotel Management
The property is dirty, poorly maintained, and has unprofessional staff.
Business reply on Google
Dear Megan, Thank you for your feedback. Please accept our sincerest apologies for the behavior you experienced from our staff member. Your comments have been addressed appropriately, and we are taking measures to ensure this is not repeated. We are disappointed that you had some issues with our suites. Our goal is to provide an exceptional experience for each of our guests; therefore, we are sorry that we did not meet your expectations. We are grateful for your feedback and your patience. Regrettably, you decided to leave, and this is not the experience we want our guests to have. We hope you will give us another chance to provide you with the exceptional stay you deserve on your next visit to the area. Sincerely, Hotel Management
room had leaking fridge, dead bugs, and non-functional stove
Business reply on Google
Dear Ethan, We sincerely regret the multiple maintenance and cleanliness issues you described, including the inconvenience of having to relocate more than once. We understand how disruptive and exhausting this must have been. Additionally, we are concerned to hear about your interaction with our front desk team, as every concern should be handled with attentiveness and professionalism. Your feedback will be reviewed internally to ensure these issues are examined thoroughly. We appreciate you bringing this to our attention and hope you will return on your next visit to the area so we can show you our commitment to outstanding experiences. Thank you for your feedback. Sincerely, Hotel Management
Room noise, poor breakfast quality, and lack of room maintenance.
Business reply on Google
Dear Ariel, Thank you for sharing your thoughts with us. We are sorry to learn that your experience fell short of expectations. Your comments about the room’s comfort have been noted and shared with our team to enhance the guest experience in that area. We also appreciate your feedback regarding amenities and overall upkeep. Such insights help us identify opportunities for improvement and ensure a more enjoyable visit for future guests. Your input is sincerely appreciated. We hope you will return so we can provide you with the exceptional visit you deserve. Sincerely Hotel Management
Guest tripped on debris and staff failed to follow up
Business reply on Google
Dear Elsie, Thank you for sharing your experience with us. We are very concerned to hear about your accident and the unsettling circumstances surrounding it. While we are relieved you did not sustain serious harm, we regret that you felt unsupported during and after the incident. Guest well-being is always our top priority, and we will use your comments to better understand how we can enhance attentiveness and care. Your feedback is invaluable, and we truly hope you will allow us another opportunity to provide a more comfortable and reassuring stay in the future. Sincerely, Hotel Management
Unprofessional staff and unsanitary room conditions.
Business reply on Google
Dear Justin, We are truly sorry to read about the experience you described, and we regret that your stay was so disappointing. The behavior you encountered from the staff is unacceptable and far from the standard of professionalism we expect. Additionally, the condition of the room you were given is concerning and not reflective of the quality we strive to provide. Please know your concerns have been shared with our team for immediate attention. We appreciate you taking the time to share your feedback and apologize sincerely for the distress this caused. Everything we do is aimed at providing every guest with an excellent experience. We would like to regain your trust and hope you will give us that opportunity in the future. Sincerely, Hotel Management
Employee harassed guest and made false police report regarding drug use.
Business reply on Google
Dear Jafet, Thank you for sharing this experience. We’re sorry to learn of the interaction you described, which is deeply concerning and does not reflect the level of professionalism or respect guests should ever encounter. Your experience raises serious concerns about conduct, communication, and overall guest safety, and it will be shared with management for further review. We appreciate you bringing this to our attention and regret that your visit left you feeling uncomfortable and unwelcome. Sincerely, Hotel Management
Front desk gave another guest access to the occupied room
Rude staff, dirty rooms, missing amenities, and no breakfast provided.
Business reply on Google
Dear Sandy, We apologize that your experience did not meet your expectations, and we regret the issues you faced regarding cleanliness, amenities, and service. The behavior you described is unacceptable, and we will address this with our team to ensure they provide better professionalism and care moving forward. Additionally, to maintain cleanliness, we keep dishware at the front desk and are happy to deliver it to your suite upon request. Your feedback is important to us, and we will share your comments with our team to help us improve. We truly value your input and would appreciate the opportunity to provide you with a better stay in the future. Sincerely, Hotel Management
The room was unsanitary and lacked basic amenities and proper service.
Business reply on Google
Dear Guest, Thank you for sharing your detailed impressions. While it’s encouraging to know you found the surrounding area convenient, it’s clear your visit fell short of expectations in several respects. Your feedback has been noted and will be reviewed internally as part of ongoing efforts to enhance the guest experience. We genuinely value your input and hope you’ll consider giving us another opportunity in the future to provide a stay that feels more welcoming and comfortable. Sincerely, Hotel Management
Hotel failed to provide promised ADA accommodations and staff was unhelpful.
Long wait times, broken room amenities, and lack of breakfast supplies.
Manager was unprofessional and demanded the guests leave the premises.
The hotel room was dirty and lacked promised amenities.
Business reply on Google
Dear Becca, Thank you for letting us know about your stay. Our team is dedicated to delivering exceptional customer service and maintaining pristine, comfortable accommodations for all our guests. However, we are sorry that we did not meet our customary standards. Please be assured that we have taken the requisite measures to address your concerns. We highly value your patronage and eagerly anticipate the opportunity to elevate your experience during your future visit. Sincerely, Hotel Management
The hotel room was infested with cockroaches.
Business reply on Google
Dear Sinclair, Thank you for sharing your experience with us. We deeply regret the inconvenience caused by the pest issues you encountered while staying with us. Additionally, we apologize for falling short of your expectations with our staff, and we are addressing these concerns with them to ensure that we respond promptly and appropriately to all guest requests. Although we regularly treat our property, we have contacted our pest control provider to address the issue immediately and to uphold our hotel's high standards. Thank you for bringing this to our attention. We value your feedback and hope for the opportunity to regain your trust with an improved experience upon your next visit. Sincerely, Hotel Management