Holiday Inn El Paso Airport by IHG

Dear Holiday Inn Management, I am writing to formally express my concerns regarding my stay at the Holiday Inn El Paso Airport, located at 6351 Gateway West, El Paso, Texas 79925. I checked in on Monday, February 3rd, and my stay is scheduled to conclude on Friday, February 14th. I chose this hotel because it offered the government per diem rate for my work-related trip. However, I was extremely disappointed by the condition of my room and the overall maintenance of the hotel. Below are the key issues I encountered during my stay: 1. Room Condition: Upon checking in, I noticed that my room was not well-kept. The bathroom appeared to be under renovation, with peeling paint on the walls. The lampshades were broken and inoperable, with one not working at all and another leaning over. The sofa and ottoman were covered in what appeared to be oil stains. 2. Refrigerator & Safe Issues: The refrigerator in my room was not functional, which I discovered after my food and fruit spoiled overnight. When I reported this to the front desk, they eventually replaced it with another refrigerator that had been cleaned with a strong chemical (possibly Pine-Sol), making it unusable for food storage. After further complaints, I received another refrigerator, but it had ice buildup in the freezer with no way to adjust the temperature, causing everything I stored to freeze solid. Additionally, the safe in my room was not working until maintenance later replaced the battery. 3. Fitness Center Malfunctions: When I visited the gym, I found that only one of the cardio machines was operational. The next day, all three electric machines, including the treadmill, were out of order, leaving only a stationary bike available for use. When I reported this to the front desk, the response was dismissive, with no effort to resolve the issue. 4. Elevator Outages: On multiple occasions, the elevators were not functioning, forcing guests to use the stairs. Signage was inconsistent, making it unclear which elevators were working. Given these significant inconveniences and the subpar condition of my room, I strongly believe that rooms undergoing renovation should not be rented out at full price. The hotel was aware of these issues yet continued to book guests, knowing that many of us had limited options due to government per diem I am attaching photos as evidence of the poor room conditions. While I remained at the hotel due to prior arrangements and the difficulty of finding another per diem-approved hotel, I can confidently say that I will not choose this location again in the future unless these issues are properly addressed. I would appreciate a prompt response regarding this matter and the steps the hotel will take to resolve my concerns. Thank you for your time and attention. Best regards,

a month ago

This was the worst Holiday Inn, actually hotel in general, that I have ever stayed in. I, along with three others, were traveling for business. When I checked in, the lobby had a rather unpleasant odor which should have been the first clue. I received my key and proceeded to my room which was very old and dingy. I went to the bathroom to wash up and my shoes literally stuck to the floor. It was worse than a movie theater. I went to see if I could exchange rooms and bumped into one of my coworkers. He too had to change rooms because of the filth. His room had used towels on the floor and dirty sheets on the bed. The second room was better but not by much. The air handler didn't work and the bottom of the drapes that hung over it were black. I tried a third room but it was worse than the first. I then asked if they had any renovated rooms and was told I was already in one. If that is the case, the contractor should be fired immediately. Sleep was non-existent because I felt like something was crawling all over me although I didn't see anything obvious when I checked for bedbugs. Plus, the garbage trucks or something started running at about 2:30 AM and didn't stop until I got up at 5:00 AM. Breakfast opened at 6:30 AM so I missed out on that experience which from the rest of the stay was probably for the best. Luckily I was only there one night. When I got home, I unloaded my suitcase in the garage and threw everything in the laundry. I definitely do NOT recommend this hotel. Do not trust the pictures on the website. Not sure where they were taken but definitely not in any of the three rooms I tried.

4 months ago

I typically have no issues with HI and find them a reliable hotel chain. This one is well below any other HI I have stayed at. The bathroom was dirty with urine on the toilet seat at check in. The doors had a thick layer of dirt and grime. The flooring and couch had major stains on carpet. Structural issues with flooring - there was a spot I would sink about an inch when stepping in the middle of the floor. The TV did not work. There was no desk chair, the one they brought was broken. The gym did not have yoga mats. The restaurant food was good, but slow. I waited 50 minutes for a breakfast burrito. Breakfast is not included at this one. The staff was friendly and helpful and the bed was comfortable.

2 months ago

Although under construction one would never know. Staff is extremely welcoming and helpful with a smile. From check in to check out staff was on top of everything. It not only felt like a vip hotel experience but also had a touch of home staff was amazing from the front desk to housekeeping they all looked extremely work driven and I cant wait to stay again.

4 weeks ago

Guest staff was pleasant but ineffective and documenting and correcting issues. 1- phone did not work 2- thermostat did not work (Blanket not present) 3- TV did not work (no power to outlet) no remote in room 4- gfi outlet with appliances defective Without the phone, I was unable to connect front desk to identify issues. Staff was aware that the phone system in the hotel was not functioning on multiple floors. Staff did not record issues so I believe they were aware of the hotel’s system problems.

2 months ago

I recently stayed at this hotel, and unfortunately, it was a very disappointing experience. Upon entering the room, I immediately noticed that it wasn’t as clean as expected. The door had visible dirt and smudges, which was an instant red flag. The towels provided were stained, making me question the overall hygiene standards of the hotel. The bathroom didn’t feel properly cleaned, and there was an overall sense of neglect in the room. To make matters worse, the noise level was unbearable. Whether it was loud guests, thin walls, or just poor soundproofing, getting a good night’s sleep was nearly impossible. For the price and expectations, this was a huge letdown. I would not recommend staying here unless major improvements are made.

a month ago

We came in late on January 9th and reserved two rooms which I paid for with a credit card that I apparently left. I realized 5 days later that the particular card was missing. I checked my account and saw that this hotel was the last place I left it. I called and they had the card. GREAT. That's where everything went downhill. The first person I talked with at the desk said that I would get an email the next day to give them approval to send it back to me via Fed X or UPS and they would charge the card. No problem, I could do that. Next day, no email. I called a day later and asked for a manager. I explain that my card was there and she says I have to send them a label from either UPS or Fed X to get the card back. My biggest concern was that I checked in, left the card and NOBODY tried to contact me - I was even in the hotel overnight. Also, their parking is poorly handled. You have to go to another app to "pay" for parking. Why not just charge the room? I come through El Paso several times a year. I have a holiday Inn account but I will never stay at this location again.

2 months ago

We stayed one night. We were put in a room that was clearly not complete in it's renovation -no remote or plug for TV, lampshades missing, weird furniture that was just placed anywhere, unfinished bathroom, no outlet for phone to call front desk - I could go on but you get the picture. The front desk staff was apologetic but they should not be using rooms that are half-way complete. Probably not his fault and he moved us to an older room that had not been renovated, which was "fine". The "restaurant and bar" felt more like a cafeteria complete with overhead florescent lighting. No thanks. Just stay somewhere else.

2 months ago