Hilton Garden Inn El Paso / University — Hotel in El Paso

I stayed at this hotel again in May 22nd, - 24th, 2017.

I like staying at this hotel and I really like the staff especially the staff at the hotels restaurant and bar. They take care of you and watch out guys they're pretty and will flirt for the better tips. I fell for it and they got a good tip from me.

The other staff was very nice and they even fixed a toilet issue for me as soon as I called it in. The repairs were completed in about 30 minutes from me calling it in. A+

The food is great and worth just staying in if you're there for a long time and don't want to get out and drive in the traffic. I had the club sandwich, the pizza, and the pasta. The breakfast is good and the fruit was fresh. Sorry I don't drink coffee and can't give you a review for the coffee lovers.

I've got to go back in June and have already reserved my room for that stay. The room is very clean and comfortable and the last place they put me was very quiet most of the time. The internet could be better but it is down town and I should be thankful I had some.

I have to travel to El Paso each month and will probably reserve a room at this hotel each time I go. I usually don't give this good of a review but it was that good of a stay. I stayed in April and May and both visits were extremely good.

Adding to this review Nov 12th, 2024

Had to completely drop the rating to 1 star. This hotel was a great place to stay but with their recent policy changes and because the idiot students can't read and park where they were told, Hilton at this location started a paid parking policy. You can only scan a code pay. Some business need to understand that these codes can sometimes be a scam to gain access to your phones information, including email, pay apps, etc...

This ayment policy is fine, my company would have paid for the fee, but only having one option to pay is stupidity on another level. What about people with no cell phones.

Also your guy at the desk with the man bun was extremely rude and didn't attempt to find a solution. Make sure Ray trains the next one on manners, he's far better.

The hotel is making people scan a code, but you can't scan if you dont have a cell phone and no other option is available or they just didnt want to deal with it.

8 years staying at this location once a week every month and I usually write good reviews for business that deserve it, but this is about the most disappointing thing that Hilton Garden Inn has done in all of West Texas. I'll be staying somewhere else from now on. I enjoyed the manager, Lark, & Ray, but that decision was beyond stupid. Punish guest for the student that can't read a sign anyway. Make it more difficult on guest to accommodate these students that won't show you one ounce of thanks for...

Where to start!!…. The hotel itself has a good location, if one needs to be close to downtown or the university…. Other than that… it’s not worthy of the Hilton name…. The rooms are outdated, the staff are not that friendly….. we got there at night, weren’t told of the parking fee…. Yes there’s signs everywhere but in English, this is a border town with many Spanish speaking guests… I being one of them, one would imagine that with a price tag of over $150 parking would be included….. but because students of the university abuse the space, I can see the point to charging …BUT if one is a Hilton member, has gold or platinum status and has the Hilton card and are staying the hotel, maybe just maybe the parking could be included…… easily down with a voucher to input in the phone payment app.

So how it went: We arrive and head over to the front desk, young men very dry, not even a welcome, I say I have a reservation, and he proceeds to check me in….. then a man with a man bun (long hair) just puts 4 waters but doesn’t mention it’s ours…. I have to ask if they are ours…. I paid for the breakfast, but wasn’t even explained or mentioned the breakfast hours…. Just very poor front desk service…. Also no mention of the parking fee… I did mention I was in the handicap spot, but no mention of the payment needed to paid by my phone app (again what a bummer, if my parents came, they couldn’t pay over the phone, SO PLEASE CHANGE THAT, not everything has to be over the phone)…

The breakfast, for 25 bucks…. A buffet with only 4 hot entrees…. Seriously only 4….. it’s good but it should be complementary, (its no better than the complementary breakfast of la Quinta or Holiday in) Or fix it. Maybe add an omelette station, for it to be worth the $25 price tag. I did purchase room with breakfast included so I guess it was a deal, not a biggie but still an issue.

I usually go for Hilton or holiday inn, I have a disabled daughter and don’t like surprises in my stay, but this location will not be one of my faves…. It’s an ok hotel, but not Hilton worthy.

Bottom line,

The Ugly: outdated, not good costumer service attention, CHARGES FOR PARKING, no breakfast included, very limited paid buffet. I attached pics of the outdated issues.

Good points: good location, the little food they have tastes good, clean rooms, pet friendly.

Conclusion: Holiday in has better rooms and breakfast included, with no parking fee. Not a bad hotel but there’s way better at this...

We stayed here for Luis Miguel concert, from May 1st to 3rd of 2024.

Great service! Front desk check-in on May 1st: there was a young lady she was wearing glasses, don’t remember her name, sorry! She was very nice!

Excellent service: Front desk: Martha, Ray they were so friendly and talkative with us all the time. Ray also gave us few rides in the shuttle. He was always making sure he drop us off at the front door of the places we were going. Mr. Juan who brought us several things that were missing in the room (hair conditioner and more coffee), on the first night. He was making sure we had everything and he came back on a second round with extra towels we asked for. He was awesome!

Next morning I asked the guy that was cleaning the room, to make sure we had everything for the four ladies we were in the room and when we came back at night, everything was well stocked and the bathroom looked great with 4 towels of each size. That’s very nice! 😊👍🏼

The shuttle driver: Tim was very nice too, very talkative and polite.

For the check-out on May 3rd: Previous to check out, it was Martha who helped us extend the check out since two of us were having trouble getting back from the restaurant after breakfast, the shuttle was picking up people from airport so we had to take the trolley. But Martha was very nice to help us extend to 1pm instead of 12noon. We got to the hotel around 12:10 and she saw us we were agitated because we were rushing for the checkout, so she was so kind to offer us a bottle of water! We checked out around 12:40 and we asked her to hold our luggage since our ride to the border was coming at 5pm and we were going to ride the trolley one more time on our last day.

The final checkout: That was Ron who helped us. He was also very nice, probably a bit more serious but still nice and polite when he gave us back our luggage that was on hold.

I am giving 4 stars on the rooms just for the things that were missing (the hair conditioner was empty, we had very little coffee/tea, and we were four people in the room, then next day the shampoo went empty too) so just the people who clean the rooms have to be more aware of those details so you guys can get the 5 stars reviews! Oh! and the bathroom fan was never...