Odkryj pobyt w mieście Rio Rancho

Let me say that there are some very kind people at this hotel who truly care about you, your family, and your hard-earned money and because of them I will continue to stay at Hilton. I do however want to warn people against the salesperson there named Harris. We were scheduled to stay here, but our sons football tournament got canceled and in dealing with the hotel to get our stay canceled I had the worst experience I have ever had with an individual worker at a hotel, and we travel a lot. Harris was completely disrespectful, snarky, and just a downright mean-spirited human being to deal with. Harris ”the salesperson” even hung up on me when he called me back to tell me that he would not be giving my family a refund. After I told him that I was able to get a refund for my stay, he hung up on me in the middle of my sentence, before I could say to him all I had to do was call someone else other than him and they gave me the refund with no issues at all and they did so with kindness, understanding and empathy all qualities Harris lacks. Weird that he couldn't do the same, he said that it came straight from his general manager ”which I had to argue with him to even get him to ask her “hence the return phone call to happily tell me that he wouldn’t be giving us a refund. It honestly was almost like he thought he was teaching me a lesson and then got upset when it didn’t work out how he wanted it to. It clearly made him mad that I was able to get the help he absolutely refused to give. When I say refuse, I mean refused. If you ever stay here, make sure you check their policy before you book and whatever you do don't deal with Harris the salesperson.

The hotel itself was nice, clean and in a good location (we thought). However, the family directly above us obviously had children who ran and jumped all day and night. Night time was even worse, sounded like a zoo up there. I've never experienced anything like it during any hotel stay, ever. Just horrible. It was so bad, even my seven year old son was annoyed and asked if there was anything that could be done. My husband and I phoned in several complaints esp at night, as we were there for a funeral and had to be up very early in the morning. At first we were told it would be taken care of and that it was unacceptable. Then my husband was told that they cannot control people's children. I understand about them being children, however, they should be able to control their ADULT guests and what they allow! So because they allowed their kids to bring that amount noise and disturbance, other guests HAD to suffer? By the time we were offered to move rooms, our stay was almost over. Also, apparently there was more than one ”disturbance” in which people were either drunk or high and police had to be called. The room next door to us had guests that smoked **** the entire time we were there. For this reason, I cannot offer more than two stars.

My uncle made the reservations for us. We didn't realize it was also a place where people lived (I think). But nonetheless, we didn't have any complaints. Our room was clean even though it was the first room to the left and the ice machine wasn't too far from it. We were able to watch good movie channels so we didn't hear a thing. I took a bath in a very clean bathroom with hot running water. The people outside the motel were a little iffy. The breakfast was very good with waffles and cinnamon rolls, orange juice, coffee, cereal, etc.

We stayed here on 2 separate occasions in September and had no trouble like the other reviews. We did book through the Stay America website and they do put a hold of $100 on your credit card which was refunded about 10 days after we checked out. The room is a regular size hotel room with a kitchen in the entryway. The bed, climate control, and kitchen all worked satisfactorily. There are no hangers in the closet or luggage racks. One has to ask for kitchenware and the rooms are not cleaned for stayovers. We knew all this information in advance, having stayed at another Stay America in Western Pennsylvania. Our aim was to keep out of the breakfast room during the COVID era; this place enabled us to make our own breakfast and eat in the room. There is a desk and chair and one of the rooms had no easy chair. We could also eat leftovers from restaurants, as they all serve plenty of food. There is an indoor mask mandate here, and people obeyed it.

Hotel is under some upkeep transitions, our towel bar at the sink fell off each time I took a face towel off, and curtains needed rehung. Disappointed still offering the Grab-N-Go breakfast and no hot breakfast. Overall, comfortable, clean and quiet. Would stay again.

We were given room 210, apparently the designated ‘pet’ room. It is not located on the main corridor but behind the elevators, so it took a bit to find it tucked away. The room is small with a queen bed that sits on rails instead of an enclosed box as we are used to seeing. Great hiding place for your pet. Especially since the lining for the box springs is torn away and hanging on the floor. There is only a walk-in shower and the only place to put pet items is in the bathroom which is crowded to start. The employees were all courteous and smiling. The breakfast attendant was especially nice and efficient. That being said, the property could use more seating for meals. This was on a Friday morning and people were in the lobby area eating on their laps.

Run down (needs significant upgrades), not very clean, (nail polish on the bed covers) a bit noisy at night, but affordable (when I booked 11 months in advance!) and close to Balloon Fiesta Park, that's why I chose it. They are only 1 mile away - an easy walk, and had good shuttle service, as well. However, when we went to check out I realized they had TRIPLE CHARGED me and it took over a month to get my money back in spite of calling the customer service department while I was still there. The guy at the front desk when we were trying to check out (I never got his name) was TERRIBLE - arguing with me, aggressive, rude. I was charged $968 for three nights, I showed him my confirmation email and the total amount of $334 for three nights and he kept saying no, that was the rate for one night. Nevermind that it was clearly spelled out in the email. I finally got it worked out with the manager, Jerry, 5 weeks later, after 2x a week phone calls and multiple texts. Jerry is a nice guy and did his best, but the whole of it is I would not stay there again and in the future I will always make time to get my glasses out and READ the documents before handing a hotel front desk employee my payment card.

The grounds and ****** were very nice. However, the music in the ****** was just a bit too loud. Heard someone else complain about that too. The hotel room was quiet, spotless, and absolutely beautiful. Nice touches all around.