My mother and I were traveling cross-country, and the Sheraton Albuquerque Airport Hotel was our first stop on a three-day journey. After a long day of driving, we were excited to arrive—Sheraton hotels typically have a high standard for service and hospitality.
At first, things started off well. The front desk agents were welcoming and friendly. However, once we headed toward the elevators, we noticed there were only two—and one was out of service. For a hotel with 10+ floors, having only one small, working elevator was inconvenient, but we understood that mechanical issues happen.
Our first room was on the second floor. As soon as we entered, we noticed how warm it was. The thermostat read 80°F—an unacceptable temperature for any hotel room, let alone at a Sheraton. After a long day on the road, walking into an uncomfortably hot room was incredibly frustrating.
A technician came to check the issue and offered us a “slightly cooler” room on the 10th floor. So, we repacked our bags, waited in the hot hallway, and endured a miserable 5-minute wait for the single functioning elevator. It became clear the hotel was aware of the air conditioning issues but had not disclosed this to guests upon check-in.
When we checked out the next morning, I politely asked if the hotel could do anything to make up for the uncomfortable and disappointing stay. The answer was simply “no”—no gesture, no voucher, no points. I was speechless.
As someone who travels frequently, I can say with confidence that something has gone awry at the Sheraton Albuquerque Airport Hotel. The lack of transparency, basic comfort, and willingness to make things right was far below the Sheraton standard I’ve come to expect.