Courtyard Albuquerque Airport

Yolanda, the Assistant GM, came across as warm, kind, and genuinely helpful. The rest of my experience was awful. The lobby had been cleared out, the tile was torn up, and the hotel was in full construction. I hadn't been told in advance that renovations would mean very loud noise and inaccessible amenities, even though this had been going on for over a month. At the front desk, Stephanie seemed to have an attitude before we'd even exchanged pleasantries. General Manager Christopher was extremely rude and aggressive, and couldn't solve problems. I've been staying with Marriott for over 15 years and have never dealt with behavior this unprofessional. I can only assume employees such as Stephanie get away with being rude because of who's leading the place. The staff, including Christopher, need more training in hospitality and basic kindness.

I've stayed at six different Marriott hotels in the past month, and none of them had this problem. My brother is a Marriott GM in AZ and has me on his shared Explore Rate. For years, I've been able to email my Explore form to the front desk at check-in. Here, the man at the desk said he could only take a PDF, not a JPEG. I offered to print it in the guest office around the corner to avoid the format issue, but he brushed me off and said there wasn't a printer, even though I was looking right at it. I called my brother, who said the file format didn't matter because they print the same way. He asked to speak to the agent and was treated extremely rudely. I don't know if the man thought I was lying about my rate, but the whole thing was unpleasant and stressful. If I'd known about the format issue ahead of time, it would've been less stressful. I won't stay here again.

The front entrance is blocked off for construction, and the parking lot was completely empty yesterday and today. The place felt like I was the only guest, so being told it was fully booked when I asked for a 4:00 pm checkout felt like a bold-faced lie. I didn't speak to a manager, but I've already reported the property. That's sad. I'm a Titanium member and have stayed more than 200 nights at Marriott properties across the USA. Late checkout has always been added to my stay without me asking. The young woman at the front desk called at 1:45 pm to say I needed to tell them, which I understand even though I'm not used to it. I asked if she could add a 4:00 pm checkout, and she said no because they were full. Loyal customers are supposed to have 4:00 pm checkout as an amenity, and I've always been accommodated at over 200 properties. My sister is a manager for the chain, too. I felt completely disrespected. Go next door to the Fairfield, they're sweet, nice, and treat you with respect.

Rooms are a bit basic by Courtyard standards, but they're perfectly adequate for a night. It's a clean, safe airport hotel, with plenty of chain restaurants nearby.