Hilton Garden Inn El Paso Airport — Hotel in El Paso

I booked two separate stays with the Hilton Garden Inn El Paso: one for 1 night when we landed in El Paso and the other a few days later for a few nights. Each of these stays involved 2 rooms (we had 4 folks total, because it was a family trip). Our flight into El Paso got delayed to the next morning, forcing us to miss our first stay. Even though I had booking protection, I was put on hold on the phone for an HOUR with the hotel AND they couldn't do anything about applying the booking protection. Frustrating, but it sucks that I was made to wait for an hour only to get this answer.

For our second stay, I checked in that afternoon. The woman at the front desk was very curt and rude. When I was made to charge my credit card, I had been under the impression that I had already prepaid, so I asked if I was being charged for the room in full and if my original reservations included the prepaid charges. The woman was very snide in her response. Then, I was made to step aside because only one of my two rooms was available. For a guaranteed reservation, this was especially strange. I waited for 30 min while the woman helped the other parties in line. All the other parties were easily situated and she greeted them warmly, unlike how she greeted us extremely coldly. 30 minutes later, we FINALLY got our second room, and it was on a separate floor from the first room. This wasn't ideal, and as we checked the floor of our first rom, we found that there were MANY rooms that were being cleaned/seemed available. My mom went to ask the woman at the front desk if it was possible to get rooms on the same floor. She was extremely rude to my mom and didn't seem to make much of an effort to speak to the manager to inquire about the rooms. When my mom brought up the vacant rooms on our floor, the woman was very snippy with a "They're just not available" with no explanation.

While I can believe that there weren't any rooms available, the overall tone and lack of hospitality from the woman at the front desk was quite appalling, especially when we saw how she treated the other parties lined up behind us. It honestly wouldn't have been a big deal that there weren't 2 rooms available on the same floor, but the lack of hospitality during our check-in left quite an awful first impression with me and my family. There was a noticeable difference in the way we were treated, and it's disappointing when an otherwise fine stay at a hotel is soured by...

I was quite disappointed with the level of service received during our stay. The accommodations were mediocre. My complaints are as follows:

Room service was terrible. After waiting 40 minutes for a quoted 20 minute order time, our food arrived cold and our order was wrong. Not only did we receive an incorrect side on one of our orders, but we also received an entire additional unordered entrée. After we explained the order was incorrect, the deliverer quite reluctantly returned the unordered dish to the kitchen, and then took an additional 15 minutes to return with our somewhat corrected receipt- though the unordered entrée was deleted from our total, the percentage based service charge was not amended. Furthermore, they actually delivered a shattered ketchup bottle with our order, leaking ketchup all over the place. The staff was not apologetic in the least about any of these errors.

Upon check-in, my card was of course swiped for incidentals (the room itself was purchased on Price line). After being explicitly informed that there would be no charge and that it was strictly for liability purposes, I discovered a $49 charge that apparently "everyone" receives for incidentals that is to be returned upon checkout. This has still not been refunded to my account.

The refrigerator in our room emitted such a loud, high-pitched whining noise that it had to be unplugged so that we could sleep. Of course, this meant we could not keep any of our room service leftovers.

The thermostat in our room seemed to be broken. If we turned the AC on, it would not stop running. So, we were forced to choose between uncomfortably warm or uncomfortably cold. We chose uncomfortably warm.

The beds were quite uncomfortable.

The morning of checkout, our key cards stopped working several hours before checkout time, requiring an additional visit to the front desk.

This is the first hotel I've ever stayed at that charged for breakfast.

Upon checkout, the receptionist, Jessica, refused to provide me with an itemized receipt displaying the return of the "customary $49 incidental hold." I'm beginning to believe that is because she is full of it and it will not be returned.

So what can I say about our stay that was positive? Hmmm. Well, the staff was friendly, even if incompetant. And the coffee was good.

I have literally had more enjoyable stays at Budget Suites. I doubt I will ever stay at a Hilton...

Well, this is my first time visiting this location as a Hilton Honors Member and guest. I visit this location for my Christmas vacation. I notice very nice staff at this location. They were short-handed due to the holidays and of course... covid. It’s a pretty nice 3-star hotel that I see gets lots of guests visit during the holiday season. For the hotel operations, I really like the digital key feature that you can get on Hilton’s mobile app. The mobile app let you open your room door with just your phone. It’s useful if you forgot your key in the room or somewhere else.

Now for the breakfast at this hotel, it does not come free. It’s $11 for breakfast at this hotel. On Hilton’s website, you can buy a room that includes breakfast. It may come out cheaper depending on your situation. I brought the breakfast package, and I still had to pay for breakfast each day. Luckily, there was a nice rep at the front desk that gave me two discount breakfast vouchers for $14 instead of the $22 normal charge. I took the $14 offer, because I didn’t want to deal with the issue during my stay. I had to call Hilton corporate to get it resolved the following week. The breakfast was good. It was a typical American breakfast that you get at Holiday Inn for example.

As for the room, it needs to be updated. The AC unit looks like the same models as about in the early 2000s. The shower water pressure is okay, but need to be optimum. The carpet was clean. The beading needs to be updated to 2019 at least. The Funiture is from the mid 2000s as well as the gym. The floors make noise as you walk. I was on the top floor, and soon as you walk by the bathroom, you hear creaks in the floor. I must stay this hotel was a 3-star hotel back on the 2010s, because now, it’s barely holding on to be a 3-star hotel in this coming year. This hotel needs major updates.

After all, If you’re looking for a hotel that is close to an airport, Hilton member, and don’t really care for surrounding views, then this a hotel you can visit. They even have an airport shuttle service for you to use to arrive at...