Holiday Inn Express & Suites El Paso Airport, an IHG Hotel

We chose this hotel because of the pictures of swim pool and hot tube, it was so sad we couldn’t use them, they are so dirty!!!

I want to bring to your attention my recent experience at your hotel. As a loyal IHG member since 2012, I have never encountered any issues with previous locations. However, my recent stay was disappointing.

After a long drive from D.C, I was looking forward to a relaxing night at your hotel. Unfortunately, the room I was initially assigned had a broken A/C unit that made loud banging and rattling noises. Despite setting the A/C to 62, the room remained warm. I requested a new room and was moved but was shocked to find a molded granola bar in the A/C vent. This made me question the cleanliness of the room, especially as it was obvious the food had been there for more than a day.

Furthermore, the shower head had grime and calcium residue, and there were long strands of black hair on the supposedly "new" towels. When I brought these issues to the attention of the front desk, I was only offered another room, which I declined. In my opinion, customers in such situations should be refunded.

To add to my frustration, the next morning, my family and I were awoken at 7 AM by loud banging and vacuuming noises from the cleaning crew. I have also reached out to the management team via email regarding my concerns.

Absolute worst experience that I have had as an IHG member at this location. I made my reservations weeks in advance to ensure that my family and I would have rooms after a long day of traveling. I called early the morning of arrival to let the front desk know that I was coming but will be there late. I did this to ensure my rooms weren't given away. The representative assured me that she was leaving a note and that my rooms would be available. When I arrived after a long day of traveling, the representative was tracking my arrival but nonchalantly told me that the hotel was over sold. I asked how could this be when I had valid reservations for weeks and I called earlier to ensure that my rooms weren't given away to walk-ins? The representative didn't seem to care much about my situation but started making calls to other properties to accommodate my original reservation. She said that she spoke to a male at the Joe Battle location and he confirmed that he could accommodate my reservations at the military rate. When I arrived at the Joe Battle location, there was no male there and the front desk representative told me that there wasn't a male on duty. She also told me that she couldn't give me the rate that was reserved and she would have to give me the walk-in rate until morning until I speak to her manager to try to get the rate that I reserved. It is after midnight and this issue still isn't fixed.

Very unacceptable service from this location. I give credit to the representative at the Joe Battle location but the Gateway location is the worst that I've dealt with in a long time. They don't honor reservations or phone conversations and give rooms away even when reserved by long time members. I don't recommend this location.