Rio Rancho Hotels with Gym

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.