Hotel Paso Del Norte, Autograph Collection — Hotel in El Paso

First time staying here on our trip home from California. Very nice looking hotel. Our reserved room was supposed to be 2 doubles and I called to ensure that was available prior to arrival and was told yes it was. Upon arrival and check in we were told no double beds available and so he upgraded us to Queens. Who would complain about that?lol I really appreciated that after our long drive! (5 stars there!) But that could have been an issue quickly had a 2 bed room not been available. I was a little annoyed because just 2 hrs prior I spoke with one guy at the front desk who ensured me they had my reserved room available only to find out when I got there they didn't. 😏 But like I said I got upgraded to queen beds so fortunately it worked out for us.

I'm not sure if since we were changed to a different room type that this particular room wasn't properly cleaned for expected guests or what. Upon entering the room the beds were dirty. As a frequent Marriott traveler there's just some things you expect to be taken care of simply because of the brand. Because let's face it, it's not motel 6 so I expect my bed(s) to have clean sheets when I arrive. One bed had hair on the sheets and the other bed bad blood on the sheets with makeup on the pillowcase. 🤢 If you frequently stay in hotels you know to always check the beds prior to getting in them. Thank goodness because there's not telling what kind of diseases could have been on that bed that I was fixing to let my little girl who's a cancer patient sleep in! 😑

I called the front desk and within a few minutes they brought us up fresh sheets and pillowcases. Thank you for being so quick because I was EXHAUSTED after our long drive and just wanted to lay down! So I have to definitely knock off stars because that's disgusting and is definitely not Marriott housekeeping standards ESPECIALLY during a global pandemic. 😑

After cleaning the room, because who travels during a pandemic without their own cleaning supplies when you have a medically fragile child?!😏 I went downstairs and let the guys at the front desk know that I had taken all linens from the beds (comforter and all) and sat them in the hallway outside my room and now my beds didn't have any blankets just sheets. He said "Ok I'm sorry that happened, I'll be sure to comp your $20 parking." While I appreciate the parking comp I would have appreciated a blanket for my kids. 🤦🏼‍♀️

I also want to add that the lighting in the rooms is very dim and yellow. There are huge windows so I'm sure it's intended to open them for natural sunlight to aid in lighting the room but I personally don't like dark hotel rooms like this.

I generally don't leave reviews unless I really feel like it's necessary. I feel like there is definitely safety issues that need to be addressed with thr parking garage. We parked in handicapped and we're able to come straight up to our room from the parking garage without using any type of key. 😑 This means anyone with bad intentions could do the same. Very unsecured hotel for that aspect. When paying $20/night you'd definitely expect better! Yes, I know mine was taken off but when others stay here I feel they need to know this.

I just want to add, just because our beds were filthy upon arrival doesn't mean the hotel is bad. I'd stay here again if I needed to but it wouldn't be my first choice. Not all rooms are cleaned and refreshed equally so always check your beds anytime you stay at a hotel because you never know what nastiness...

We stayed at this hotel and we got the Valentine’s Day package that includes a bottle of champagne and truffles in the room, and brunch and bottomless mimosas the next day. When we arrived, it was a beautiful hotel. No questions asked. While checking in, the staff was amazing and even gave us a glass of champagne while we made arrangements. When we got to the room, it was so beautiful. Details in the room was exceptional. We loved it! When we got to the room, we noticed that the bottle of champagne and truffles were not there. We decided to call the front desk, and was assured that the goodies would be up within the hour due to everyone checkin in at the same time. Great, that was fine with us. An hour and a half passed, and we decided to call again. We spoke to Juan, he said he would give us a call right back to let us know what happened. We waited 45 minutes before I had to call the front desk again. I spoke With a young lady, and she said she could give me a call right back. She surely did and apologize to us and the for inconvenience, she gave us a credit. Awesome! We were just happy to finally get our goodies that we paid extra for. The next morning, we called the front desk to ask what time brunch ended. She let us know that it ended at 11 at Sobor, while it was 10:15. Okay, so we rushed downstairs, and it was a “long” line. There was three couples ahead of us. Maybe 4. We waited 45 minutes to get seated when the restaurant looked empty. Could be due to covid or short of staff. Fine with us. We finally got seated, and we got a regular menu. We were confused as to what was included in our package. We asked the waitress, she had no clue. She even said that herself. She said she would ask, she came back saying it was $25 per person. Then we asked about the bottomless mimosas, she said not until 12. We were just so confused as to why “Brunch ended at 11” but mimosas aren’t until “12?” So confusing and we felt like staff didn’t know what was going on with the package deal. We ended up thinking it was a good idea anyways, it was 11:20 and we would be done with our food by then before the mimosas come out. We ordered the French toast, a parfait and the huevos rancheros. We were excited. It took 45 mins for the food to come out. We already drank a mimosa. The huevos rancheros was extremely, extremely, extremely, EXTREMELY disappointing. It was two corn tortillas, right out of the bag, placed on a plate with an egg and salsa on top. I promise You. My fiancé was so astonished how a beautiful restaurant could create something like this. All in all, our stay was okay. The hotel and restaurant was beautiful. Can’t complain there. But the service of the workers not knowing anything, and the food taking so long when the restaurant wasn’t not even close to being half full. Not even a quarter full. It was just ridiculous. It’s disappointing. I wish the hotel would have given us more information about the package. When the champagne and truffles would have arrived, where brunch was located, what time it ended, what time the mimosas started, what food was included in the package. We had to figure out everything on our own. My fiancé even said that it sucked because the hotel has so much potential. We were just disappointed more...

Simply outstanding.

I am a Marriott Platinum and I missed Titanium by three nights last year. All that is to say I travel a lot. I stay in many, many hotels. From the west side of San Antonio until you get to Tucson, there is no where to stay that compares to this beautiful hotel.

In fact I would put this hotel up against some other Autograph Collections in Phoenix and San Antonio and it would definitely hold its own.

If you are in El Paso for any reason, this is the hotel to stay at.

I recently found myself in El Paso for a week and I am so glad I choose this hotel. Staff is great, hungry to help you and make your experience wonderful. Special thanks to David at the front desk for always smiling under his face mask and quickly doing anything he can to help. Also Susan in the dome bar is just great. If you get her as a waitress you're lucky. I wish I knew more of the staff's names because I have yet to meet someone that I didn't walk away from smiling. (Even the night security guard is pleasant to be around, and I definitely wouldn't mess with her).

The rooms are great and eccentric. Just what you would expect from an Autograph collection. I especially loved the bathrooms and the wardrobes. The bed is very comfortable.

The common areas in the hotel are beautiful. If you're a local or made the unfortunate mistake of staying somewhere else you must come have a drink at the dome bar. Stunning doesn't capture what it is like. Most nights they have live music and the bar tender (blue hair, never caught her name) is great at her job.

The pool upstairs is smallish. But it too is just about as classy as you can make it. I look forward to returning when the roof top bar is open. I may have taken a few peeks through the window and fought the pang of disappointment that it isn't open yet.

They are still working on opening the spa. But I have every expectation that once open it will live up to the rest of the hotel's wonderfulness.

The gym is on the smallish size... but I also spend a lot of time in gyms. For a hotel its got more cardio equipment than normal. Not the best I've ever seen but was more than adequate for me to work off all the drinks I had downstairs for a week.

I never ate at Sabor. But I spent a number of days drinking their coffee and working at one of the tables. The staff was always pleasant and quick to give me anything I needed. Including more pens than I could ever possibly carry.

The hotel is situated right in the middle of old downtown, across from the performing arts center and convention center. The investment in downtown shows and while there are not yet a large number of restaurants and bars in the area, you can tell it is coming. All the restaurants around are good. I highly recommend the Park Tavern and for drinks don't leave the hotel. It simply can't be beat.

Thank you to the staff and management for a wonderful week. I will without a doubt be returning and I honestly look forward to the next chance I have to visit your hotel.

I'd give it 10 out of...