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“Not what I expected”

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Isleta Resort & Casino
Ranked #27 of 144 Hotels in Albuquerque
Certificate of Excellence
Los Lunas, New Mexico
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
“Not what I expected”
Reviewed 5 July 2014 via mobile

We stayed one night what they called the executive king suite. This room was a huge let down the funiture looked used and there was no mini fridge which we have had in every suite we have stayed in. We could also here the people next to us all night through the shared door they have. I would not recommend this hotel!

Stayed July 2014, travelled as a couple
Helpful?
1 Thank JamesonMJ
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ResortMgt, Manager at Isleta Resort & Casino, responded to this review, 10 July 2014
We are sorry to hear about your less than excellent experience at Isleta Resort and Casino and would like to address your concerns. We strive to offer all of our guests’ excellent customer service and take it seriously when we fall short. If you could contact us at hotelmanagement@isleta.com, we would like to discuss the details of your stay with us. Thank you for giving us the opportunity to correct our mistakes and make every future experience excellent.
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624 reviews from our community

Traveller rating
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Rating summary
  • Sleep Quality
  • Location
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (115)
Date | Rating
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English first
Artesia, New Mexico
Level Contributor
5 reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed 4 July 2014

I had a credit-card-guaranteed reservation, but arrived that night (after a 600 mile drive) to be told that the hotel was overbooked and that I had been moved to another hotel. I said that I had a guaranteed reservation and wasn't keen on getting back on the road after 600 miles, only to be told that I should have checked in by 8 pm to receive my "guaranteed" room and that the hotel I'd been moved to was "less than a mile". Of course, this was a lie--the hotel in question was 10 miles away, and since when is it the guest's fault that the hotel does not honor a reservation?! Note to Garrett Shields: this is no way to treat your guests--I'm heading back to Albuquerque next month with a bunch of friends for a concert, and we have already changed our lodging plans to another hotel besides this one! And quit lying to travelers! I bet if I hadn't shown up that night I would have been charged for the room I didn't get too!

Room Tip: go somewhere else where they care about you, and honor reservations!
See more room tips
  • Stayed June 2014, travelled with family
    • Service
Helpful?
3 Thank NJD1991
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ResortMgt, Manager at Isleta Resort & Casino, responded to this review, 10 July 2014
We appreciate your feedback and apologize for the inconvenience that you experienced. It is our goal to provide world class guest service and we are disappointed that you did not have that experience at our resort. If you could contact us at HotelManagement@isleta.com, we would like to discuss your experience further. We do care and we look forward to hearing from you.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
San Antonio, Texas
Level Contributor
18 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed 2 July 2014

This was one of the best resort casinos that we have stayed at! The staff is so friendly and helpful - we really enjoyed our stay. The rooms were clean and comfortable and the pool was awesome. The only bad thing was the Mexican cafe - they were extremely slow and the restaurant was dirty. The Tiwa restaurant was wonderful and our waiter, Matthew was the nicest guy and super friendly. We will definitely return!

  • Stayed July 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Kirsten B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ResortMgt, Manager at Isleta Resort & Casino, responded to this review, 10 July 2014
Thank you for your kind review of Isleta Resort and Casino. We are excited to hear that you enjoyed your experience at our Tiwa restaurant; it is our goal to provide our guests with world class customer service. We are disappointed to hear about your less than satisfactory experience in our other restaurant outlet. If you could please email us at HotelManagement@isleta.com, we would like to discuss your experience further. We look forward to hearing from you.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Dallas, Texas
Level Contributor
79 reviews
25 hotel reviews
common_n_hotel_reviews_1bd8 41 helpful votes
Reviewed 30 June 2014

We went to the hotel to see a concert and had a great experience. The hotel is very close to the airport so it is very convenient. The staff is very accommodating and attentive. The rooms are spacious with nice bed linens. The bathroom was large with a sunken bathtub and shower. The bath products are wonderful - very nice aromatherapy products!!
The negative to the place is that smoking is allowed in the casino so when walking into the casino area and concert venue were smoky.
Also, because of the casino area, late at night, the hallways can be noisy. It would be nice for the hotel to offer sound machines to the guests.

  • Stayed June 2014, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Alice A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ResortMgt, Manager at Isleta Resort & Casino, responded to this review, 2 July 2014
Thank you for your kind review of Isleta Resort and Casino. We are pleased to hear that you enjoyed the concert. It is our goal to provide all of our guests with world class customer service and positive experiences with every stay. We look forward to seeing you soon!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Rancho Mirage, California, United States
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 29 June 2014

After a 500 mile ride from Dallas we stayed at the beautiful Isleta Casino. It is just 7 miles off hwy 40 The hotel is bright airy and modern. The rooms are good size with nice comfortable beds led TVs and nice showers. There is a beautiful; pool and hot tub outside and a very nice casino.

Room Tip: All floors are nice
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  • Stayed June 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Steven P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ResortMgt, Manager at Isleta Resort & Casino, responded to this review, 2 July 2014
Thank you for your kind review of Isleta Resort and Casino. We are pleased to hear that you enjoyed your room and our pool. It is our goal to provide all of our guests with world class service and positive experiences with every stay. We look forward to seeing you soon!
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Albuquerque, New Mexico
Level Contributor
68 reviews
43 hotel reviews
common_n_hotel_reviews_1bd8 44 helpful votes
Reviewed 18 June 2014

Casinos in the Albuquerque area are known to be smoky, stale, and not particularly glamorous despite their advertising. So it is here. The hotel, as attached to the casino, serves its purpose. There's nothing spectacular to write about, but it's not horrible, either.

If you don't like cigarette smoke, you'll want to limit your time in the lobby area and go straight to your room. The cigarette smoke lingers throughout the facility.

With that said, our room was just fine - no smoke smell. The furnishings were on the better side, and the bathroom was spacious and stunningly appointed. A unique feature was a k-cup coffee machine with 3 complimentary cups to use. We found staff friendly, engaging, and helpful. The pool was also very nice, clean, and enjoyable indoor/outdoor.

One complaint from other reviewers that I can echo is the noise. Noise travels easily between rooms and in from the hallway. Yet it didn't keep us from getting a good night's sleep.

Would I choose to stay here? Probably not. I'm not into the Albuquerque "casino scene." I don't like the smoke and I can think of many better ways to spend my money. However, if your business travels take you here like mine did, it's pleasant enough for the purpose.

  • Stayed June 2014, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank LovePgh
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ResortMgt, Manager at Isleta Resort & Casino, responded to this review, 2 July 2014
Thank you for your review of Isleta Resort and Casino. We are pleased to hear that you enjoyed your room stay during your business travel. We hope to see you again if your business brings you back to Isleta Resort and Casino.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Rapid City, South Dakota
Level Contributor
4 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 1 June 2014 via mobile

The staff is very friendly & helpful. The whole place smells like an old, dirty bar. The rooms are shabby at best. There is a cupboard for a refrigerator, it's just missing the fridge. The old & peeling "wood" paneling is well beyond it's prime.

Stayed June 2014, travelled on business
Helpful?
1 Thank handerson89
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
ResortMgt, Manager at Isleta Resort & Casino, responded to this review, 5 June 2014
Thank you for your review of Isleta Resort and Casino. It is our goal to provide all of our guests with world class customer service and positive experiences with every stay; with that being said, we are disappointed that the room you had was less than satisfactory. We have alerted the appropriate manager regarding your concerns of your rooms. We strive to provide positive experiences to all of our guests. Thank you for giving us the opportunity to correct our mistakes and make every future experience excellent.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Isleta Resort & Casino

Property: Isleta Resort & Casino
Address: 11000 Broadway Blvd SE, Albuquerque, NM 87105-7469 (Formerly Hard Rock Hotel & Casino Albuquerque)
Phone Number:
Region: United States > New Mexico > Albuquerque
Amenities:
Bar / Lounge Business Centre with Internet Access Casino and Gambling Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Kitchenette Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#1 Casino Hotel in Albuquerque
#3 Luxury Hotel in Albuquerque
#5 Spa Hotel in Albuquerque
#52 Business Hotel in Albuquerque
Price Range (Based on Average Rates): ££
Hotel Class:4 star — Isleta Resort & Casino 4*
Number of rooms: 201
Official Description (provided by the hotel):
Welcome to Isleta Resort & Casino. More than a world-class travel destination, Isleta Resort & Casino is a lush oasis, high in the desert, above the crowd and beyond compare. Steeped with native tradition and elegance, we invite you to feel the rhythm, absorb the energy and discover the essence of what a good time really is. Spread Your Wings. Rise above the rest. ... more   less 
Reservation Options:
TripAdvisor is proud to partner with Hotels.com, Ebookers, Expedia, Priceline, Booking.com, Traveltool, S.L.U., getaroom.com, Evoline ltd and Cancelon so you can book your Isleta Resort & Casino reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.
Also Known As:
Hard Rock Hotel And Casino Albuquerque
Isleta Hotel Albuquerque

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