Holiday Inn Express & Suites Albuquerque-N. Balloon Fsta Park by IHG
🏨 Hotels & Travel · Albuquerque
total experiences
replied on google
Most reported issues
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Experiences
Staff falsely accused guests of unauthorized entry and called the police.
Business reply on Google
Dear Mr. Abraham Anthony, Thank you for sharing your experience and for taking the time to provide your feedback. I would like to once again extend my sincerest apologies on behalf of our entire management team. I was saddened to learn about your experience and regret that your stay did not reflect the level of hospitality and service we strive to provide every guest. Although I was not personally involved in the incident, I wanted to reach out after learning what had occurred because I never want a guest or their family to leave our hotel feeling anything less than welcomed, respected, and valued. Regardless of the circumstances, I understand how upsetting this experience must have been, and I appreciate you bringing your concerns to our attention. Please know that we take feedback such as yours very seriously. Our leadership team has reviewed your comments and will continue to reinforce the importance of professionalism, respectful communication, and providing every guest with a positive experience. We are committed to ensuring our team upholds the high standards of hospitality that our guests deserve. While I understand this experience has impacted your confidence in our hotel,
Elevator failure, construction mess, long wait times, and inadequate parking.
Presence of bed bugs and poor room cleanliness in multiple rooms.
Construction noise and broken ice machine disrupted the stay.
Hotel under renovation with poor service and unclean room conditions.
Business reply on Google
Thank you for taking the time to share your feedback regarding your recent stay. I sincerely apologize that your experience did not meet your expectations. While we were completing the final stages of our renovation, I understand how the ongoing construction in the lobby and hallways impacted your stay and created an unfavorable first impression. I would also like to clarify that we do not charge additional fees for reservations booked through third-party websites. The additional amount collected at check-in was for applicable state and local lodging taxes. In New Mexico, many third-party travel agencies do not collect the full amount of taxes on behalf of the hotel, requiring the remaining balance to be collected upon arrival. I apologize if this was not explained clearly during check-in. Regarding the pool and fitness center, our pool was permanently removed as part of the renovation project, and our fitness center was temporarily unavailable during portions of the renovation. I understand your disappointment, especially if these amenities influenced your decision to stay with us. I was also concerned to learn of your comments regarding the condition of your guest room. Cleanline
Hotel under construction with poor staff communication and service
Breakfast area is overcrowded and staff member was rude.
Poor construction quality and maintenance during hotel renovations.
Unclean rooms and vehicle vandalism occurred at the hotel location.
Multiple room maintenance issues and lack of advertised amenities.
Hotel refused to honor legal service animal accommodation policy.
Room noise, poor design, and inadequate breakfast and amenities.
The hotel failed to refund the security deposit after one month.
Hotel unilaterally cancelled confirmed reservation to increase room rates
Hotel room had mold, dirty carpets, and broken bathroom fixtures.
Broken elevator and unsanitary conditions left by housekeeping staff
room amenities were broken and the bathroom had mold
Delayed check-in, unclean rooms, broken amenities, and unprofessional staff.
Hotel rooms were unsanitary and breakfast food was spoiled.