The Alamite, Tuscaloosa, a Tribute Portfolio Hotel

This was one of the worst-managed hotel experiences I have had at any premium property. It is going on 12 hours locked out. They finally called a locksmith this morning. The ops manager called my cell and was defensive, called me defensive, blamed the employees, and then hung up on me without saying goodbye when I asked to have general manager Heather Dill call me. She actually said, "She had me call you but I will send her the message ..." and hung up. Amazing!!! At approximately 10 p.m. returning from dinner, my wife and I were locked out of our room because the electronic lock failed. The card reader on the lock was not functioning at all and would not click or illuminate red or green. Despite this explained directly, hotel staff repeatedly assumed the issue was user error rather than equipment failure. It took four attempts and interactions with three different employees before staff acknowledged that the lock itself was broken. "We are having a technical issue" was the last we were told before midnight. It is now 2:15 am and there is some medication in there I really need. For now we wait in another room with none of our stuff. Even after confirming the lock malfunction, hotel staff had no contingency plan. We were ultimately told they were hoping the lock vendor might return a call the following morning, on a Saturday. Staff appeared unable to explain how the room could otherwise be accessed. As a customer, this raised obvious concerns. If a child had been locked inside the room, or if there had been a medical or fire emergency, it was not clear that hotel personnel had any practical ability to enter the room. The situation reflected a serious operational and management failure at a property charging premium rates. What made the experience worse was the disconnect between presentation and competence. Staff were consistently apologetic and superficially attentive, offering complimentary champagne and repeated scripted courtesies, but they were not trained or empowered to resolve an actual service failure. The overall experience felt programmed rather than professional. I am a Lifetime Gold Marriott Bonvoy member and specifically booked this property through AMEX Platinum Fine Hotels + Resorts because I expected a higher standard of service and operational reliability. Instead, this stay failed to meet the standards reasonably associated with either Marriott Bonvoy or American Express premium travel programs. At more than $300 per night on a non-football weekend in Tuscaloosa, this experience represented extremely poor value and a substantial failure in hospitality service delivery. Try the Embassy Suites.

Broken toilet upon arrival and we were assured it would be fixed while we attended a wedding welcome gathering, but it was never repaired. Because we wanted to remain on the same floor as the wedding party, we had to wait until the next morning to move rooms next door, which meant packing and unpacking all of our belongings again for our final night. To make matters worse, hot showers were unavailable, and many others in our wedding party experienced the same issue. At breakfast, the service was extremely poor, and the server was not transparent about gratuity being added to a party of five, plus additional grandparents seated separately, all combined onto one tab. Instead of comping any of the breakfast charges after all of the inconvenience, we were only offered breakfast coupons for the following day and a minimal room adjustment of just $25. For the amount we paid, this experience was incredibly disappointing. The hotel itself looks nice aesthetically, but the service and overall experience did not match the price point. Had it not been for the wedding room block, I would not have chosen to stay here, and after this experience, I would not return.

Pulling up the hotel it looked very nice, as we pulled in valet was there to help us with parking and our luggage. Valet is not run by the hotel and the service was great. Arrived at the front desk to check in and was greeted by a wonderful young lady named Abby (hopefully have the right spelling) who was very helpful as we were arriving late. They checked us in with a smile and friendly attitude. The room was a junior sweet which was bigger then most apartments out there. It was clean andthe floor to ceiling windows made the room feel very open. The bathroom had double sinks and a walk in shower plus a bathtub all which was very clean. The bed and pillows were also great. I would definitely recommend staying here if in town. We didn't have a chance to use the hotel to its fullest this time do to late arrival and early departure, we did enjoy a wonderful reasonably priced breakfast that I could not finish in one of the restaurants. Next time I will love to visit the rooftop bar and enjoy the view of the city.

Nice bar and lounge

#thealamite Hotel in T-Town is a true gem. The staff was delightful, the accommodations were elegant, and the location was perfect. The Alamite

I am beyond frustrated with how this hotel handled my reservation — this was completely avoidable and entirely their fault. From the very beginning, Jaylen (the supervisor) was completely unhelpful, and the situation only got worse from there. I called on Sunday because something unexpected came up, and I wasn’t sure if I would be able to make my reservation. I explained the situation clearly: I had tickets to Morgan Wallen that we’ve had for a long time, but I needed time to figure out childcare before making any decisions. I was told cancellations were not allowed and that I likely would not receive a refund — which made me even more cautious. I specifically said I would try to make it work and just needed time. Jaylen later called me back and said she would “reach out to the sales team,” and that they would contact me before anything was done. At that point, I very clearly told her: Do NOT cancel my reservation without speaking to me first. I repeated this because I did not want anything changed until I knew for sure what we could do. Fast forward to Tuesday — I worked everything out, secured childcare, and we were good to go. Then I get a call informing me that my reservation had already been canceled without my permission. When I questioned this, I was told that I had said I only wanted to cancel if I could be refunded — which is true — but that completely ignores the fact that I was explicitly told the sales team would contact me before anything was done, and I clearly instructed them not to cancel without speaking to me first. If phone calls are recorded, I strongly encourage management to review them — because it will be very clear that I never authorized this cancellation. To make it worse, I was told it could not be reinstated due to “inventory issues.” So despite me doing exactly what I said I would — trying to make it work — they went ahead and made a permanent decision for me anyway. I was given no opportunity to confirm, no follow-up, and no solution after the fact. Just “sorry, nothing we can do.” This was not a miscommunication — this was a complete disregard for clear instructions and a failure to follow through on what was promised. As a travel agent, I will absolutely NEVER recommend this property to any of my clients after this experience. Absolutely unacceptable.

Wow! When I view hotel information online, I am typically underwhelmed upon arrival, not so with The Alamite! What a special place this is... rooms, food, lounges, lobby, workout space...all beautifully maintained. However, the most impressive aspect was the people!! Hospitality abounds at The Alamite! From the moment you step in until you leave, you are treated like the most special guest they have. Thank you for a wonderful stay!

The hotel and location was very nice but the black lady that worked the front desk last night was very rude with a nasty attitude. Her attitude alone ruined my whole experience, it was so bad I just went ahead left to get on the road six hours before I was supposed to after the interaction.

Just passing by from the looking I c it's plenty of privacy plus with an open view scene I like it might even visit soon