Holiday Inn Express & Suites El Paso North, an IHG Hotel — Hotel in El Paso

• response from GM, My husband did call the front desk. He was transferred to reservations. My husband was given confirmation by email I was placed on the reservation for check in. I am happy with the safety but as you stated what should have been done and it was done. Maybe if someone calls and asks to place someone on the reservation you don't transfer them to reservations. It would have solved the issue in the beginning.

This review is a tough one as it's a positive and a negative. We have stayed at this hotel 3-4 times since it's been open and this is my 1st negative review.

My husband has been deployed for 9 months but came back for a short while in between thise stays were nice. On his day of return we booked a hotel with reward points thst we earned. Go us! I was excited to see him and since I had to find a sitter for nearly 3 days I took off rather late. Luckily I did and hear is why. I told my husband he needed to call the hotel before his flight to place me on the reservation so he did. He even had confirmation. Upon arriving at the hotel an hour early of his arrival, after 4 hour drive for a quick shower because again. I had 3 kids showers are rare. They denied me the hotel. Said my husband never called. That I was SOL. Of course I wasn't the nicest person and neither were they. I legit sat at the front desk and they gave me no words, no contact just had me sitting there nearly in tears, no communication, Nothing. Treated me badly and the GM was originally mad that I treated them the same way back. They even texted the GM. Which isn't professional. I was without a room, with notg8ng because the system never updated with my husbands phone call. This was somehow my fault. The positive thing the GM allowed me to do was shower in a room being worked on, was concerned I guess that I was stalking my husband. I mean it happens, not our case lol. I was beyond thankful. The other thing that we went through was showing them we called. Showing them the confirmation I was added. I was told he should have called the actual hotel but he did. They transferred him to reservation. What a messed up situation. I was going to get there early too. Gladly I didn't because I'd be sitting in the lobby for 4 hours. We will see about future stays but the situation was a big turn off. Now for the rooms they are new, clean, but they don't always have the toothbrush, toothpaste, ear plugs etc. So make sire you bring your own. Staying in other hotels in the area it's been the same. The breakfast is good and many options. The cleaner in the gym was missing the previous time we have stayed as well. If it wasn't for the unprofessional handling of a cruddy situation I would be going back on our next stay but I won't be this time. Thankfully I didn't...

Review of Holiday Inn Express & Suites El Paso North

I recently made a reservation at Holiday Inn Express & Suites El Paso North through the IHG reservation line, where I was assured that my service dog for PTSD would be accepted. As a Navy veteran with 26 years of service, including two tours in Iraq, my service dog is crucial for managing my PTSD, a condition recognized and diagnosed by medical professionals.

Upon arrival, I was shocked to be told by the front desk that emotional support dogs are not considered service animals by the FDA. This was despite my clear explanation that my dog is specifically for my diagnosed PTSD. Service dogs for PTSD are granted specific rights under the Americans with Disabilities Act (ADA), Air Carrier Access Act (ACAA), and Fair Housing Act (FHA). These laws ensure that PTSD service dogs are allowed access to public places where other dogs may be prohibited, including hotels.

The front desk's ignorance of these laws is appalling. When I requested to speak to the manager, the response was a dismissive "sorry," and no effort was made to rectify the situation. Consequently, I had to find a new hotel at 3:00 in the afternoon after a long drive from Arlington, TN.

I immediately canceled my reservation and made it clear that there better not be a cancellation fee. We shall see how that turns out.

To all service members and veterans: do not stay at this hotel. Fort Bliss personnel should also seek alternative accommodations. This establishment clearly does not respect the rights of service dog owners, and their staff lacks the necessary training to understand the invisible disabilities such as PTSD. This place and their handling of service dog policies is unacceptable.

Response to Ms. Cruz* Ms. Cruz,

I stand by what I noted in my original feedback. Given that your organization booked the reservation and assured me that my service dog for PTSD would be accepted, a full refund is the honorable thing to do. Clearly, a waiver of the cancellation penalty is a generous gesture, but considering the distress and inconvenience your staff's lack of understanding caused me, it hardly feels adequate.

My post will remain as a warning to others. It would be helpful to note on your website that PTSD service dogs are not recognized by this establishment, as you so kindly pointed out in...

Check out process was very poor, gave up the room keys to receptionist , no receipt was given and was said ‘ you’re good’. I was there to be my son in Fort Bliss, so I came with my daughter in law. It was our understanding that my daughter in law will pay our stay. My card was only given for reservation, when we checked in, my daughter in law gave her credit card for charges and ended that our stay from 3/4 to 3/6 was charged on my card that was given to reserved the room. On check out, not only I wa given a receipt, I was not asked as well if I was using the card given to reserved or will use a different card which was always the process each time I used Holiday Inn.

I called the hotel on 3/7 when I saw the bill , explained the situation to the girl my card and I was told that she will email her manager about it . I followed up the next day, I spoke with same girl and I was told she cannot find the notes she left for her manager, meaning she didn’t email the manager like she told me. I asked her to call her manager and she said manager was already off for the day, I asked to call her so issue could be resolved before it charged to my account . I called later to follow up, phone was ringing for long and eventually i heard click on the 2 phone calls I made. I called the 888 number to resolve the issue, and was told someone will get back to me in 24 hrs. While I was on the phone with 888 number, girl left a message.

I called back the following day 3/9, another receptionist answered , I was talking on my normal tone of voice and started accusing me that I was yelling and triggered me because I wasn’t. It was too much stress just to resolve simple issue that shouldn’t happened if the check out receptionist did her job correctly. I just hung up the phone, can’t deal with that girl anymore accusing me of yelling, at the end I really yelled, was aggravated and ended the call.

I’m always happy with IHG, except for this one. The place was clean, breakfast was good, receptionist need more...