Extended Stay America Suites - Albuquerque - Rio Rancho

Great place

I do not recommend this hotel, especially for anyone with accessibility needs. I booked a room for my mother, who was recovering from hip replacement surgery, and specifically chose this hotel because the website stated that their ADA-accessible rooms featured either walk-in showers or tubs with shower seats. Prior to our stay, I visited the hotel to verify the accommodations, but I was told I could not view the room because no manager was on duty. I was assured by the front desk that the room I booked was ADA compliant. When we checked in, the room had a standard bathtub with no shower seat provided. When I asked the front desk, I was told the hotel does not supply them—directly contradicting the information on their website. I informed the manager, Cesar, but his response was dismissive and unhelpful. We had to go purchase our own shower seat to meet my mother’s needs. Additionally, this hotel lacks ADA-compliant entry doors, which I’ve never encountered at any other hotel claiming to be accessible. A red Dodge Charger remained parked in a designated handicap space during our stay without any visible placard or permit—yet this went unaddressed by staff. We also rented a lift chair to help my mother safely get up and down. Upon delivery, Cesar refused to allow the chair in the room, calling it a "fire hazard" and telling me that "just because I rented a room doesn’t mean I can do whatever I want." When I asked for a reasonable solution and explained the medical necessity, he offered no alternatives and again refused entry of the chair. The delivery personnel, who were present during this interaction, also commented on the manager’s unprofessional behavior. We were ultimately forced to redirect the delivery to another location. Following this, we decided to check out early. To make matters worse, when I received my final guest folio, it was addressed to someone named Rutendo Kare—completely unrelated to my reservation. In short, this hotel misrepresents its accessibility features, fails to accommodate guests with medical needs, and provides poor customer service. I would strongly advise against staying here, especially if accessibility or compassionate service is important to you.

Every room smells like smoke

Okay but not great. The hotel was conveniently located for us, but was really showing its age. The refrigerator in our room had a loose seal that made it difficult to close. The fan in the bathroom was ridiculously loud. And when I looked under the bed, there was a lot of dust dirt. The grab and go breakfast consisted of granola bars, and plastic wrapped muffins.

I booked 3 rooms for a week. One room was not clean upon check in. Another room was provided but had what looked like blood stains on the mattress and bedding. The hotel was out of toilet paper so we had to provide our own. There was a transient who was camped in the stairway and the elevator did not work. On the second day the washers to the facility did not work so no clean linen for the rest of the week. Continental breakfast was a granola bar.

This hotel is not how it looks on the pictures. It is completely the opposite. The room I was in the ceiling looked like it had water damage because some was falling off. The bathroom was dirty with other peoples hair, toilet was also dirty. I did ask to be moved to another room and they did but it was the same as the first.