Amerstone Inn & Event Center

The front desk staff were polite and helpful throughout, but I left feeling unsure what was going on at this place. There were three signs at arrival: Ramada, Amberly Inn & Suites, and “Amerstone guests welcomed.” The desk explained that it had recently separated from the Ramada name. At the building, the side entrance was broken and the side gate lock didn’t work. The A/C didn’t blow cold air, though I put up with it. Around midnight, someone claiming to be from the front desk knocked and said I hadn’t paid. When I raised this with the Front Desk the next day, they suggested it might have been someone from Amberly checking empty rooms to make sure druggies weren’t staying in them. That was a strange explanation and made me more paranoid. The desk people were polite from start to finish, but who knows what’s actually happening there.

We thought the weeklong stay might be a good way to save money while my wife was in Albuquerque for class. The photos online gave us a completely different impression from the place we found. The property looked neglected and poorly lit, and it was hard to tell at first if it was even operating. The lobby was surprisingly clean, but that was about it. The receptionist seemed unhappy to be there and didn't seem to know how to handle the job. The room was in another building, where neither the outside gate nor the hallway door worked, so it felt insecure. Inside, there was litter all along the halls, peeling wallpaper, and a large cockroach. The room was hot, unlike the pictures, and there were clear signs of bedbugs when we checked. My wife asked to switch rooms and was told there weren't any. When she requested a refund, the receptionist showed little concern and insisted there was nowhere else in town. My wife did find another place. Later, the receptionist didn't pick up when we called about the refund, and one call dropped midway through. The travel site eventually reached her and arranged it. We had one of the worst hotel stays either of us can remember. Other reviews seem to describe similar problems. The owner appears to offer weak apologies or call reviewers liars instead of addressing the issues. Dirty, insecure, bugs, and awful service. We wouldn't stay there again for any price.

It was Balloon Fiesta weekend and the hotel was packed, but one desk agent went out of her way to make sure I got the room and services promised with my reservation. I was moved to a suitable room in a convenient spot, and she even found a coworker to help with my luggage. She handled her manager's plainly rude comments calmly, kept things from turning into a conflict, and made me feel looked after. I liked her help enough to add another night, and I'd send people visiting the area here because of her. I hadn't heard of the hotel before making this last-minute booking, but I won't forget that employee. She deserves to be managing the place. When the manager responded to my review, she was rude again and focused on defending herself, even suggesting I'd taken someone else's room. I was the one who'd been bumped, and the professional desk agent fixed it. Thanks to that staff member for keeping the hotel's promise.

I live high up in the mountains and sometimes stay in town when bad weather might make my early work commute difficult. After checking out a few nearby hotels, Amerstone is the one I like most. The rooms were clean even with remodeling going on, and the staff were really friendly. I'll stay there next time I need to be in town.