Hilton Garden Inn Albuquerque / Journal Center

Janeth, the General Manager, was absolutely five stars. She sorted out our check-in and room needs, and recommended a local Mexican restaurant for lunch. The lobby feels inviting, and there’s a good restaurant on site. This is one of the cleanest, friendliest Hilton Garden Inns we’ve visited. It’s just off the main highway, feels safe, and has good food and shopping nearby. Highly suggest it!

We’d stayed here several times before, but after this experience we’ll look elsewhere. We arrived at 8 p.m. with a reservation for a double queen bedroom, already paid for to accommodate our family of four, only to learn it had been rented to someone else. They offered us just a single queen room. When we asked for help or another option, staff said we could cancel if we didn’t like it. We spoke with the manager the next morning hoping to sort it out, but somehow it was made to seem like our fault. We left feeling disrespected and confused about how their mistake became our problem. Customer service was horrendous. One star, and that’s generous.

I needed a couple of nights in a hotel after my apartment AC blew, and this Hilton was clean, comfortable, and just right for an unexpected stay. The rooms were very clean, the maids did a great job, and the whole place felt fresh and renovated. Tuesday was a great bartender, too. I’d rate it 10/10 and recommend it. The issue was how staff handled my nights. I work night shift and booked three nights. I got back from work at 8 am to rest, but the maids knocked at 11 even though the do not disturb sign was up. I went back to sleep, then an hour later the front desk called rudely to ask if I was trying to get a late checkout. It turned out nobody had passed along that I’d added an extra night. Otherwise, the stay was great.

After two plane delays, I rushed here and realized I’d forgotten my phone charger. Kelly from the hotel went out of her way to make sure I had what I needed during my two-night work trip. She couldn’t find a charger, so she lent me hers even though she was going to be off. I’m grateful for the kindness and trust. It made the trip easier.