DoubleTree by Hilton Hotel El Paso Downtown — Attraction in El Paso

Do not book here! We booked the celebration package. Upon arrival no sparkling wine in the room. Called front office and had no idea what the celebration package offered. This was wine, breakfast and late checkout. Non which we received btw but I will get to that. Luckily the wine issue was taken care of appropriately and to our satisfaction after having to call someone else to get it figured out. After I finally received our wine 45 minutes after arrival I went to shower and NO HOT WATER!! I was told to let it run as it happens. I did and still non. Maintenance was called apparently but at this time I had to pick up my husband after his 16 hour flight from his deployment. Trust me I was hoping the shower issue was fixed. Nope! He went down to complain and was told that the boiler is out. What?? Why weren't we told about this earlier to make appropriate accommodations especially since we needed a shower. The guy at the desk was rude and told me they knew about it earlier. So they never even told us but knew about it. We ended having to find another location just to shower. Luckily we were able to but no one paying $200 for 1 night should have to find a place to shower. They charge a $50 fee for things you may break but don't fix the things they break!! The room wasn't really clean well either but we did nit complain about that as we were there one night and that was the least issue. We asked for toothpaste and they apparently ran out several nights ago.. We woke up and went to our free breakfast, that wasn't apparently free. They said they are taking it off but we are still charged and even charged over a 20% tip. After giving a tip. We even checked on the ticket and no indication was mentioned. Maybe it was somewhere else? During breakfast, this was before noon, I had went to my room and the key was already off. Our checkout was 2pm due to our celebration package. We weren't given that. Luckily we got all but 1 thing from the room. Goodness! Upon checkout they apologized abd said they discounted us. Told us the breakfast wasn't charged and we were good. Well come to find out we have now over a $100+ charge that we are waiting to be refunded but personally that's still over $150. Also be warned the parking system is not an easy one, very confusing. My husband accidently paid for additional parking. The Starbucks was out of Starbucks but don't worry we were told we could go to another. This is not a 4 star hotel. This is a 2 star quality and I will not be staying her again and making sure other families...

What a check in experience! I parked at the hotel parking, 3rd floor, pressed the button to get the parking ticket which is $20 for full day, and went down to the reception and was greeted by Marissa, who gave me another ‘parking permit’ and asked me to go back up to the parking lot and put it on the dashboard. I explained to her that I already got a ticket and I’m going to pay $20 there at the exit, but she insisted. I asked is this the standard customer service at Hilton? She insisted that’s the policy.. I reminded her I’m a ‘Hilton reward member’, she insisted! I asked her to call her manager she said she’s the manager.. I insisted this time 😂 she called her supervisor who didn’t answer.. I waited, I asked her to call someone else and she tried the assistant manager.. no answer! I waited. Then I asked her to try the supervisor again, this time ‘Maria’ answered. I explained everything to Maria and she listened. At last she accepted that I can pay at the gate and spoke to Marissa, who said that now I am “free to go” 😂 and I don’t have to put the permit on my dash. Wow.. this is a hotel that my company spends 10’s of thousands of dollars on each year for our travel.. and this is the treatment we get. I tried to explain to Marissa that some hotels take customer service so seriously that their motto is: ladies and gentleman serving ladies and gentleman (Ritz Carton), and that customer service is very important to the hospitality industry.. but she wouldn’t understand. Of course I’m not asking for a Ritz treatment, I’m just trying to make a point that spending $220 for a night at the Hilton downtown should come with certain standard of customer service, but Marissa wouldn’t even understand.. she’s a lost cause. Not only her, but the fact I had to wait about 15 minutes for one of her managers to respond gives you an idea about the level of customer non-service at the hotel.. Not only that, but the fact someone placed a policy that forces customers to go back up all the way to the parking to put stupid permits on the dash, tells you about the level of competence (or lack there of) at this hotel chain! Needless to say that I won’t stay at this hotel (or any Hilton) any more, let alone (being VP of operations in my company) any one else in the company. Congratulations Hilton, Marissa not only lost you a customer, or a company account, but also made herself and you well known now for this level of customer service. What a...

To begin, this will be a long review going over all of the grievances I had with this hotel from the very beginning.

First, we got to the hotel and had to wait 25 minutes to get a room because none of them were cleaned. Secondly, we get into the parking garage and the parking spaces are so tight that you basically almost hit a car getting into and out of the spot with no room to spare at all. Third, we get into the hotel room and it is really dated with broken, cracked, ripped furniture and bedding. The bathroom had caulking missing in the bathtub and when I got out of the shower there was water puddling behind the toilet as if there was a leak somewhere. Fourth, the carpet was all stained and musty. Fifth, one of the elevators does not go to the parking garage, it is only for floors 1, 7-17 which is really inconvenient. Especially when you've been waiting for an elevator for 10 minutes and are already annoyed from that and you happen to get into the wrong elevator. Not to mention that the parking garage costs $18 per night, as if it wasn't enough that I paid for the hotel room, I now have to pay to safely house my vehicle in a really tight garage. Also, I was trying to scan my parking pass in the garage and it kept saying it couldn't be read and creating a line of cars behind me. None of this is as bad as carrying the ice bucket back to my hotel room, (which is only on select floors) only for the handle to fall off while I was entering my room, spilling ice everywhere. On top of that, there are no refrigerators or microwaves in the bedroom which is really inconvenient traveling with a small child. The room was all around just dingey and small. They checked us out early of our hotel room and I had to hassle them to re-check me in. One of the days we were there; after all of us had left to explore the area, it smelled as though someone had used the bathroom in our hotel room (excrement). Last but certainly not least, the pre-charged my credit card for $150 and then after being checked back in, another $50.

The only positives I can find is that it is in a fabulous location with beautiful views of Mexico, New Mexico and the beautiful El Paso. I absolutely do not recommend this hotel and this experience has completely ruined the Hilton brand for me and we will be staying in a different brand of hotel for all of our events from here on out. Beyond disappointed and they were severely lacking in almost...