Holiday Inn El Paso West – Sunland Park by IHG — Hotel in El Paso

This place lacks some

Serious customer service skills. The employees were not all on the same page as each other. They stopped offering breakfast vouchers for paid guests, and removed the bbq grill that used to be by the swimming pool. So the customer service rep who checked us in said he would credit me with reward points since I’m an IHG club member. Never seen a single credit for that. Their pet policy is all over the place. When I checked in I asked where I was allowed to bring my dog at since they’re a pet friendly hotel. They said I could bring my pet all over the complex just as long as she’s not in the swimming pool water. I came into the lobby the next day with her, and was told by another employee she wasn’t allowed in there. I then had her out by the pool with me and my family, no one else was around. My pet was off leash minding her business just sitting by the chairs, a maintenance worker walks by and tells me she needs to be tied up. But for the last two days we were the only ones in the pool and she wasn’t tied up and we didn’t have an issue. There’s not a pet friendly place to tie a dog to in the pool area without shade for her. There was a wrought iron gate that they told me to tie her to, but it was exposed to the hot sun and zero shade. So we just left and went back to our room. The maid was making her rounds to our room, and was too afraid to enter our room with the dog. We didn’t get service that day. The next day I get a call that the maids will be leaving early and asked if I’d like house keeping services, I explained that my kids and I were in no position to leave the room yet, and I had my dog in her crate. So we didn’t get house keeping services for 2 days in a row. Which was fine, however, when we checked out of our 5 day stay, I get a charge on my card for $250 for incidental charges....for what?? Oh they claimed the carpet was stained from my pet. My pet that was kept in her crate at all times in the room. The stains that were already existing from when we got there. But it’s a hotel and high traffic areas are expected to have some slight stains. So upon my arrival I didn’t pay any mind to the carpet as it wasn’t terrible, just a lightly stained carpet as expected. During one of our nights, we had to have maintenance come and unclog our toilet, he mentioned the plumbing in that room had been an issue before. He plunges the toilet, and proceeds to walk back to the door with the plunger in hand dripping across the floor and lightly touched the end of the bed with it on his way out. Gross right?? So these carpet stains I’m getting charged for are my fault?! When I called the front desk to disrupt this, they were not budging and not being helpful. They then said the extra fee charged was because they had to have 2 maids come in and clean the room because of extra crumbs on the floor. Seriously?!! Don’t they vacuum normally after each persons stay? I had a family of 5 stay in that small room for 5 days, with a pet in a crate. And for 2 days we had no room services. The room was left with normal attendance needed. But to justify a $250 ‘cleaning’ fee? Please!! I will not be...

This was one of the most disappointing hotel experiences I have ever had. It started several hours before check-in time, when I was called and told that because of a maintenance issue, the hotel was now overbooked. However, it was explained that because of my status as a member, I could still retain my reservation if I committed to a check-in time. I asked what would be the best time to commit to, and was told 3:00. So I did this, and cut my trip to Las Cruces (where I planned to spend the day house-hunting) short. I arrived at 2:00, but was now told that I couldn't actually check in until 3:00. I waited in the lobby until about 2:45, when I was finally told that I was permitted to check in. But things only got worse from there. After finding and settling into my room, I got a knock on my door. An employee asked me to check my bathroom tub and sink faucets to see if they were running. I was shocked to see that they were, and turned them off. And then, a little later, I realized that whenever my air conditioning unit came on, it was making an unbearably loud screeching noise. I tried to call the front desk, but discovered that my room phone didn't work. And so I had to walk there from my "villa", which was a separate building some distance away. The desk clerk told me that he couldn't put me into a different room because the hotel was completely booked. But he said that a maintenance crew would arrive at my room in about 30 minutes. After I waited well over 30 minutes and nobody appeared, I trekked back to the main building and said that I wanted a refund, so that I could go to a different hotel. Now the desk clerk managed to summon a maintenance person on the spot, who explained to him that he was already aware of the AC problem in my room, and that the room should never have been made available. So now, finally, the desk clerk managed to find a comparable room for me to move into. As a postscript, I had selected a room option which included a complimentary breakfast. But when I inquired about this at the front desk the following morning, I was told that I needed to provide evidence of this in my reservation confirmation. (Apparently he couldn't simply confirm this by looking up my reservation on his computer.) So I went back to my hotel room (in a new "villa" a little closer to the main building), retrieved my smart phone, returned, and showed him the details of my reservation. He looked around for a voucher that I could take to the breakfast area and, failing to find one, wrote the details down on a post-it note. Fortunately, this apparently satisfied the waiter. Maybe it is true that this particular hotel was just having a very bad day. But I'll never know, because I never plan on returning...

We stayed at this property for five days for the holidays in hopes it would be a relaxing time. Upon arrival. Staff was very egotistical and denied us a upgrade even though there was plenty upgrade rooms available. then as a member with hundreds of thousands of points no amenity was given as he said we do nothing. i was shocked. Upon enterring our room. Our keys never worked. We returned back for new keys and then new keys did not work. there was no hot water pressure and the sink would not heat up either. Went back to the lobby and he said he could do nothing. So we waited the next day for the General Manager. She came to our room and then said I dont understand, but she would get is upgraded the same day and that a luggage cart would be brought to our room. Well we returned back to our room to make the change and no luggage cart was there. We returned back to lobby where the changes were made and we moved to our next room. Well we enjoyed the room until my partner who is on dialysis took a shower and no hot water in that room in boht the shower and sink. He had to take a cold shower. Then after we went to the rest room, the toilet back up all into the bathroom as they use a toilet paper that is not biodegradable. So the next day the staff replace the shower knob which took all day but it was done great. Thanks to maintenance I cant mention his name but he was very professional and his first letter of his name is O. I thought we were set for the next couple of nights with no more problems. Well again i was wrong we got locked into our room and thank god i had my tool kit to remove the bar and see the 5 different holes made for prior repairs. I will say the General Manager was very courteous and friendly and professional. I will stay there again only if they fix these problems. Housekeeping staff was very polite and helpful. My only concern was when we checked in the individual who check us in and then oversaw us checking out needs some training in when a customer has an issue to be polite and handle it properly. He should not be overlooking when another employee is doing his job courteously and friendly. He did not even greet us as we were leaving. Not be obnoxious and rude. He needs to be told and i hope this will be coaching experience for him to be more gracious especially when he know whose...