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Rated 3.5 out of 5 by 153 reviewers.
Rated 3.0 out of 5.0 Restaurant was poor/closed lobby bar Have been to this hotel multiple times in last 15 years. Restaurant was never good but has declined to "really poor". They did not have the correct ingredients for the dinner I ordered so they left off the parts and didn't tell the waitress. Also the food was well done when I asked for medium rare. The breakfast bar was really bad and did not change from day to day. The breakfast cook must also be the waiter because he disappeared for long periods. He was running around trying but this was bad. They had a nice lobby bar with TV but they closed it. No renovation was being worked on and the staff didn't give me a clear answer when I asked what happened. July 14, 2014
Rated 1.0 out of 5.0 by Needs Improvment Service was poor to fair at best. Front desk poor. Bartender was good and breakfast waiter was good. I understand the construction it's needed. July 14, 2014
Rated 4.0 out of 5.0 by good hotel I have stayed at this hotel many times. The staff is very friendly and helpful. The only issue I have with this hotel is the workout room. It is very outdated. The workout bench collapsed while doing my exercise. It would be nice if they would update there equipment. July 2, 2014
Rated 2.0 out of 5.0 by Place is getting very run down Feels like they're milking this place until it shuts down. Very under staffed. The restaurant may be open or maybe not. Carpets dirty. Sliding door in the room wouldnt close properly. To bad, its a very convient location, but I guess its time to find another place to stay in El Paso. The staff that is there is very cordial and pleasant to deals with July 1, 2014
Rated 3.0 out of 5.0 by Business Travel Pretty good stay but not for long term stay; 1-2 days is ok but longer term is not recommended. June 25, 2014
Rated 3.0 out of 5.0 by Uncomfortable bed and lack of exhaust in the restroom The bathroom toilet was not functioning properly, one has to hold the handle down to ensure all water is flushed. There was no exhaust fan in restroom. The bed was uncomfortable. There were not enough towels provided. When asked for extra, staff asked that I bring my "dirties" to swap out.... June 25, 2014
Rated 4.0 out of 5.0 by Nice location Close to airport with easy access. Fast and friendly check in. Too tired to leave the hotel for dinner so decided to eat at the hotel restaurant. Restaurant did not open on time, service was slow and the waitress was eating her dinner when I arrived. The steak I ordered was terrible, poor quality and extremely tough. I would stay at this hotel again, but would not eat at the restaurant. June 25, 2014
Rated 2.0 out of 5.0 by Action is required! Hermann Rorschach, himself designed the wallpaper! June 24, 2014
Rated 5.0 out of 5.0 by Once Again a great Visit I want to Thank the Staff at this location for another Great Visit. Room Super Clean" ( Thank you ) Front End Staff quick and friendly The Social Hour is the Best" See you soon June 23, 2014
Rated 2.0 out of 5.0 by noisy and no food/drinks the room was noisy and poolside it smelled of smoke . no resturant was open for dinner nor for breakfast the bar was also closed. we were tired and wanted to rest but the pool was open until 10:00. June 18, 2014
Rated 3.0 out of 5.0 by Nasty bathroom I checked in late and went right to sleep. When I got up in the morning I noticed the bottom of the tub was furry! I didn't want to stand in that tub, so I just rinsed my hair and got out of there! Not very pleasant early morning surprise! There is a newer Holiday inn express across the freeway. My co-worker stayed there and had no issues. June 16, 2014
Rated 1.0 out of 5.0 by Necesita mejorar Sucio el cuarto, el baño, las cortinas, mala comida, pero muy buena atención del personal. No me gustó nada el hotel, esperaba más siendo un holiday inn, me he quedado en un holiday inn express y es mucho mejor. June 12, 2014
Rated 5.0 out of 5.0 by Very friendly This is an awesome hotel that makes you feel like you are at home. Great staff and truly professional. I look forward to staying there again. Alexis is an awesome hostess. Tasha, Amanda, Stormy, Esteban, Aaron, Norma, Frances, Luz, Juan, Fernando, Valerie, and all the others I forgot to mention, you all made my stay enjoyable. I look forward to sharing ideas and gifts with you all again soon. -Adrian June 12, 2014
Rated 2.0 out of 5.0 by Old and unclean I spent some days at this hotel some days ago and didn't like it at all, in despite of big room I got I realized that cleanliness is not a strength in this hotel, starting with a dirty unwashed bathroom with some hair on the bathtub, WC had just been used and not even flushed.... I ate a pizza in my room but the day after I realized there were still some stains in the table, the curtains were so dusty and the windows seems never been cleaned up. Breakfast in hotel's restaurant is really horrible, the only good was the fruit, please do something to fix it besides it's very expensive for the very limited options you have. It seemed I had a collection of of empty shampoo bottles and they were never removed from shower, that's how I realized also that it was never cleaned while I was lodged. Last time I stood at Holiday Inn Express at I-10 close to Zaragoza street and I felt it was far away better than this one. This hotel has all the potential to be better, but please pay attention to cleanliness. The good thing is that your personnel is very kind and assisted me when I needed. June 11, 2014
Rated 5.0 out of 5.0 by Great Stay Staff was great, atmosphere was great. I would recommend this Holiday Inn to any and all. Great access to the highway and close to many restaurants. June 10, 2014
Rated 5.0 out of 5.0 by close to airport very convenient for our travels. Bed was great and had a restful night. June 9, 2014
Rated 5.0 out of 5.0 by comfortable and clean Great night I had a great night. it far exceeded my expectations and i'm sure that i will stay in a Holiday Express again for my future travels. June 6, 2014
Rated 5.0 out of 5.0 by Getting Better The last time we stayed in El Paso was a disaster. Requested a room with 2 beds--got a room with 1, for 3 people. The staff was confused and almost rude. This time was the exact opposite. We got the room we requested and the employees were more than accommodating. June 3, 2014
Rated 5.0 out of 5.0 by Happy Coustomer Once again Thank you for a great Stay Will see you soon. Great Staff' Clean very clean June 1, 2014
Rated 4.0 out of 5.0 by Cleaning Staff and Maintenance I had two experiences one being after being at this hotel for 10 days or so my bathroom had a leak in the ceiling from the upstairs. The maintenance staff was great and got it fixed right away. The other was with the cleaning staff. I was sometimes in my room when they came through and all I asked for was some new towels and the trash taken out, and while most were in a uniform and you knew who they were, there was a young man in just normal clothes, hat and a backpack helping out. I was not very comfortable knowing that this person was tagging along with a cleaning staff helping out but there was no way to know if this person was an employee or someone's kid that they had to bring along because of personal reasons at home. May 27, 2014
Rated 4.0 out of 5.0 by Friendly Service Holiday Inn El Paso airport always provides great service and an overall pleasant experience. The staff is friendly and prompt. While an older property, the management clearly cares about customer service. I have been traveling to El Paso for many years and always return to the HI airport. I would like to see them offer a greater selection of TV channels and more variety at the breakfast buffet. Finally, I highly recommend this hotel. Mike May 26, 2014
Rated 5.0 out of 5.0 by Another Great night Thank you for all your help while I was in El Paso The room was great" Breakfast so super" Front end staff did a great job Thank you See you soon May 26, 2014
Rated 5.0 out of 5.0 by Another great stay Fun as always. Hospitality great. Plenty to do. Great compensation for priority reward members. May 26, 2014
Rated 5.0 out of 5.0 by Stay from 11-17 may in El Paso The staff makes the hotel. Each weeknight Alexis serves complementary drinks and food in the concierge area. She was a great hostess. The manager Rene stops by there each week and earnestly wants to know how things are going with the stay. The rooms are quiet, which is saying something since it is right near Interetate 10. Most hotels there have noise problems. I stay here often for business and will be back. May 20, 2014
Rated 3.0 out of 5.0 by Dirty and run down Staff was not present at time of check in, I had to announce that I was waiting at counter. I also had to let them know I was a Platinum member. Room was not very clean, but I needed a place to sleep for a few hours to get back on road. parking was terrible. This property was forgotten as far as renovation upgrades were concerned. May 19, 2014
Rated 5.0 out of 5.0 by El Paso trip 27 Apr - 2 May The staff really makes you feel welcome. Everyone was very professional and courteous. They have a great breakfast bar, where they will make you eggs too order. Each weeknight in the concierge area there is a complimentary drink and food. Alexis, the person who works the food and drinks at night was the best. She was always in a great mood and made the night after a long day worthwhile. May 19, 2014
Rated 3.0 out of 5.0 by Good service saved a disappointing stay My first room had a balcony above the pool and bar area, which meant that I could hear everything going on in the pool until 9pm, and also meant there was no avoiding the live music at the bar either. When the pool emptied out, I could hear the PA system music from the lobby well enough to sing along with the songs. I immediately asked the front desk for another room, which they were glad to provide the next day. Thankfully, it was on the other side of the hotel. Then I found out that in order to get to my new room, I had to walk from the back of the hotel to the lobby, up the stairs to the second floor, then cross the entire hotel to get to my room. There was a fire escape stairway that directly exited the back of the hotel, but with a one-way door. SO, when I had to leave every day I was fine, but getting back I had to park at the front of the hotel and hike it carrying my stuff through the hotel lobby. Not convenient in any way. Room fixtures were dated, but in good condition. Power strips under the desk instead of fixtures with extra outlets next to the bed for phone charging. You have to choose whether to have the lamp, clock, or your phone plugged in on one side of the bed. The other side has the power strip. The bandwidth of the wireless and wired internet was very low, and browsing the internet was faster on my phone by about 10x. Forget about streaming HD movies to a computer. At least the price was right, you say? Not so much. Compared to much newer hotels nearby, the price I paid was almost the same, and actually went up 20% during my stay! I complained about that and the staff kept the rate the same the entire time. I'm not sure what goes on in El Paso, but I paid less to stay in Kansas City, MO, and got a much nicer room. I'll not be repeating my visit. May 18, 2014
Rated 3.0 out of 5.0 by Not The Best Customer Service My co-worker and I arrived at the hotel after 3 pm. After standing in line and waiting for someone to assist us (3 clerks behind the desk didn't even acknowledge our presence) we were told our rooms were not ready and we had to accept different rooms or wait longer. No one told us about breakfast or food options. We learned from other guests about breakfast and drink tickets. And one of the local restaurants asked if we had received a coupon for an free appetizer or dessert. We had not. The nicest person we encountered during our experience was on our last night there and that was the bartender. I think some courses in hospitality wouldn't hurt for other workers. May 17, 2014
Rated 2.0 out of 5.0 by Incompetence and/or inexperience I was traveling with a business partner and instructed the receptionist to split the two-room reservation between the two of us – I provided my own credit card and IHG rewards card and she provided her own credit card and IHG rewards card. Simple, right? The card I made the reservation on was different than the one I provided at check in. I ended up being charged on EACH card. My partner was not charged at all so, although inconvenient, there is no ongoing issue with the charges. Regarding our IHG rewards accounts, we both did not receive any credit for our stay. How is this possible? We physically handed her our membership card and I made the reservation under my IHG account. Why would my reservation be stripped of the rewards credit? After filling out a missing points form, I was denied the points because "credit can only be issued for stays and reservations made under the IHG Rewards Club name"...OK then. Like this is my first time making a reservation and I don't know how the process works. Furthermore, I was not offered any drink vouchers. Being a gold elite member I have never not been offered this or bonus points at check in. When at the bar several other patrons had these vouchers and after inquiring about them, they stated they were offered them at check in. I proceeded to spend my own money anyway. I am on the road often for work and am at liberty to choose which hotel I stay at. This type of experience is extremely frustrating and definitely leaves a sour taste in my mouth regarding your Holiday Inn and the IHG brand as a whole. It's really the little things that business travelers like myself come to appreciate. It is unfortunate because I really did like what your property had to offer (comfort, cleanliness, bar/restaurant, live music). May 15, 2014
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