Pamela Collins
Isleta Resort & Casino Isleta Resort & Casino
Albuquerque, New Mexico
"Pamela Collins"
King room with balcony was booked for my parents. When they arrived, they were told their room wasn’t ready, didn’t explain why it wasn’t ready, just told they either had to upgrade to a room without balcony, or down grade to a room with two queen beds on the second floor with a view of the roof and a little bit of the golf course. The person dealing with the situation ended up telling my parents that the downgraded room was the same price as the King room, which I looked at prices online and it’s not. I booked the room a month in advance and was expecting a nice updated king room for my parents to celebrate my mother’s 60th birthday. We chose your hotel because the room was beautiful and the property is beautiful. Now I’m very disappointed and the customer service we received is highly unsatisfactory. I ended up talking to the manager on duty, Sheena, she had no care in the world about the situation, just told me she would drop the room rate to $140 and that’s it. She then went on to further explain that there was a water leak and for some reason “all” of the king rooms were affected. No one called us or emailed us about the situation, so my parents went into this blind. Completely unacceptable. I would have rather changed the date to something different so they would have at least got the correct room. Still would’ve had my business. After all said and done, we ended up being charged more than we were told. Still waiting to hear from a manager.