Hampton Inn & Suites El Paso/East — Hotel in El Paso

This hotel has the WORST hotel management. I am a Hilton employee and I've worked at Hilton for over a year now, so when I travel, I prefer to stay at Hilton hotels with the employee discount. I travelled to El Paso for Christmas and stayed at this property for one night. On Christmas day I was notified about an unauthorized charge on my bank account from the hotel of $297.00. I then called the hotel to see what the miscellaneous charge was about and they said it was a smoking fee of $250.00 plus tax. I asked to speak to a manager and they said managers don't work weekends so I called back on Monday and spoke to a younger boy claiming to be an Assistant General Manager and he had to idea how to help me and told me he would be returning a call back that day and never did. I have been calling ever day to get in contact with the General Manager and she's never found. I also asked an employee, Natalie, who their regional manager was to try to contact them, and she had no idea who that was. Not only did they charge me a smoking fee but have no proof that I was smoking because I am not a smoker. However, when me and fiancé were checking out of the room, the housekeepers we're extremely RACIST with my fiancé because he's African American and the housekeeper who was saying things under her breathe and giggling about him when we were leaving was the one who claims to have smelled "smoke" in the room. Like I said, I am a Hilton employee and I just began the MIT program (manager in training) and I understand that this hotel had to manually authorize my debit card which is NOT allowed by the company (HILTON) and whoever does it, has to go through a manager, but like the front desk employees have told me, MANAGERS DO NOT WORK WEEKENDS. This whole situation is horrible and I know they are under new management because the last General Manager (amazing gentlemen) left to Florida a few months ago and the new management is completely UNPROFFESIONAL &...

Stayed here recently for business travel and was very disappointed.

Stayed at the hotel for 4 days and 3 nights and never once received a turn-down. Placards in the bathroom indicated every other day turn down service. The toilet's plunger was broken; I ended up just turning the water off and using the toilet in the lobby for most of the trip. Cleanliness was not up to par - shower was covered in limescale and there were hairs everywhere. Television didn't work. I know at this point I could have asked to change rooms, but I had already completely unpacked and was doing 12-14 hour days on a construction site so didn't much feel like going through the trouble. Every single lightbulb in the room was probably 4000 - 5000k...I wouldn't even use those bulbs in my garage. Additionally, the sconces next to the bed were placed extremely high so just shone directly into your eyes when trying to use them to read or do anything while in bed. When checking out, I was not asked how my stay was (seems like a pretty common question). So I just told them about the toilet issue so I could get on with my day. They said they'd "let maintenance know." That was it...no apology, no sign of concern whatsoever; I don't think the staff could have cared less. I asked for them to email me my receipt so I could complete my expense report. "No problem" they said, so I handed over my key and headed to the airport. 24 hours later and still no receipt. I called to inquire why, "we don't have your email address on file." This is bizarre because A. I booked using my Hilton Honors account (which they also claimed was not attached to the reservation" and B. Something they probably should have let me know at the desk when I checked out.

Would not...

This had to be the worst hotel experience I've ever had. I've travelled all over the world and extensively in the USA. From the moment I arrived, it was a poor experience. The young lady at the front desk was more interested in being on her cell phone than she was at making sure we were taken care of. My colleague got stuck in the elevator 15 minutes after we arrived. When he tried to use the phone button in the elevator, it didn't call anywhere. He called the front desk from his cell phone and they didn't answer. Finally, he called me. I was in the lobby waiting for him, so I told the young lady that he was stuck in the elevator. She acted very irritated, said well, it had an out of order sign on it, he should have known. She got in the other elevator and went and got him out.... There was no out-of-order sign on the door. When I tried to take a shower, there was no hot water and the tub shut-off didn't work. Maintenance said they were all like that and they weren't able to fix them. Was never offered a refund or discount for any of my inconvenience. I understand we're under a Pandemic, but please explain how them going and buying some sandwich that looks like it's made for a lunchroom and putting it in the breakfast area with a note to heat it up yourself is helping to curb the spread of Covid. No, this is just an excuse to stop taking care of their customers. For $175 a night, and being a Hilton Honors Diamond member, this doesn't say very much for this hotel. I would sleep in my car before I would stay in this hotel again. Oh, and this is the first time I've ever seen the need to post a poor review on a hotel, but it...