Albuquerque Marriott Pyramid North

The renovated room was pretty nice, and the bottled water was free. But the exhaust vents outside my second-floor room were noisy, the view was poor, and I could hear lobby noise when I was trying to sleep. Music started around 6 a.m., with just enough vocals to be irritating. One elevator was out, which wasn’t a big deal. The room itself was clean, but the open door to a housekeeping room exposed an open electrical breaker panel. I called the desk, waited on hold, and was told someone would handle it. The next day it was still open. Parking was $10 a day. With so many spaces, no gate, and the need to walk back to my car to put up the permit, that bothered me. Check-in was awkward: the desk worker acted as if she couldn’t find my reservation, then as if honoring the Marriott app rate and king bed I’d booked was a favor. I have Gold Elite status, but didn’t get an upgrade, unless there are actually worse rooms than mine. My coworkers got higher floors. The same desk worker was curt when I gave the wrong room number for cookies, saying “no” when I’d said 203 instead of 230. I didn’t get a welcome or stay-check-in text like at some other hotels. Housekeeping knocked at 7:40 a.m. on checkout day, even though checkout was noon, or 2 p.m. on request for Gold Elite. There wasn’t a do-not-disturb sign, and I was already awake from the lobby noise, but I’d have been more annoyed if I’d been asleep. WiFi was unreliable on both devices the first night. I accidentally picked the standard option instead of the Gold Elite upgrade, then couldn’t get through the upgrade page because it kept saying I wasn’t on hotel WiFi. I also never got an email receipt or Bonvoy points. I called for the receipt a couple of days later and for the points after two weeks. I checked whether my corporate Amex or Concur system was the issue, and so far everything points to this property.

The rooms were clean, comfortable, and well cared for, but what will bring me back with my family is Marlana. I was worn out from a long day of travel and in a bad mood at check-in. She was kind, patient, and welcoming even though I may have seemed rushed or short. She made me feel like a person instead of just another guest, and that kind of care is rare. I hope she stays there forever. She’s the best of customer service, and made an already wonderful stay feel exceptional.

I’ve been a Platinum Elite member of Marriot for three years, and I love the people and the sister locations in Albuquerque. I’ve never given Marriott a bad review before, but I will never stay at this location again. I stayed at the Courtyard two buildings away two years ago and didn’t pay for parking. Here, parking costs money, even though it isn’t guarded. The M club hours have changed too. At every other location I’ve visited, it’s been open to Platinum members all day. The common areas were in disarray, including the bathrooms by the pool, so I had to cross the whole hotel to use a restroom. The pool lift hoists for disabled guests didn’t work. I hope you’re not disabled and hoping to use the pool. The heat and cool controls were another problem: I had to ask an engineer to adjust them, and one wasn’t available when most people check in. My two rooms were so hot when I arrived that I opened the windows and turned on the fan. I hope Marriott sees how much help this location needs. Shawn VanVleet.

The service was great, the rooms were clean and had what we needed, and the updated common areas look beautiful. The room itself, though, was unbearably hot because the A/C wasn’t working. Water was shut off at 10 a.m. even though checkout was at noon, so we couldn’t enjoy the hotel or even have running water. With those problems, I’m not sure we’d stay at this location again.