Aloft El Paso Downtown

I read the reviews but decided to ignore- it can’t be that bad, right? I was wrong. The staff is friendly, my room was spacious, walking distance is also great. Management is not helpful, inflexible, and condescending. They’ll also keep you on hold for months when trying to reach them to sort out a charge. I stayed at Aloft for a business trip. My stay was comfortable, but the hotel made a mistake in my charges, charging me a fee that was not disclosed during my stay. My advice: check your credit card account after staying here for any hidden charges. I stayed in October 2024 but didn’t get a hold of them until February 2025. When I finally did and explained the hidden charge to management, management said they had to charge the fee because “that’s how their system works.” I informed Kimberly that my issue was that I only received one receipt and that charge wasn’t on the receipt. She explained the charge was on a separate receipt that wasn’t given to me. Hence, there’s the problem. This stay was for a business trip. They didn’t disclose the receipts to me in its entirety so I couldn’t submit to my job for reimbursement. They cost me an additional $280 for this stay. And no, Kimberly will not offer me good customer service and refund me for their mistake.

a month ago

Great location downtown. Close walking distance to some really good restaurants. Not a lot to do in El Paso downtown area though. Not the hotel's fault. We got a King suite. Was on the 14th floor. Very strange that it was the only room on that floor. Awesome room though! Felt like VIP having the whole floor to oursselves. Windows on three sides with great views. Staff was always very friendly and said hello everytime coming and going. Vallet was a little strange as there is really no drop off area, just a little bit of curbside. But the vallet folks were very nice and helpful. Service is also very fast. Would stay again.

3 weeks ago

Had a predetermined idea of what this place would be like, but was wildly disappointed with this place. Likes: Spacious fitness center with a variety of equipment. Good views. Dislikes: Valet-only parking. Slow WiFi speeds, especially when trying to work. Weak shower water pressure. Leaky shower door with what everywhere in bathroom. Slippery tile in shower. Slow-reacting AC and heater. Very small/tight and loud hotel hallways. Loud outside noises, including 4:45 am trash pickup.

3 months ago

Due to a “system glitch” at the front desk, they gave my room to someone else and a man unlocked my hotel room door and started to come in WHILE I WAS GETTING DRESSED!! I was alone in my room. I ran to the door and slammed it shut screaming someone’s in here. All I was offered by Marcos at the front desk was a FREE BREAKFAST for the next morning. Absolutely awful customer service. After my complaint my key didn’t work the next day and I never even got the so called free breakfast.

2 weeks ago

I selected this hotel based on its proximity to where I would be working. I didn’t realize it was in an art deco office building. The rooms are a little strangely shaped, at least mine was but they are clean and comfortable. There are plenty of places to eat within walking distance of the hotel including one restaurant which connects directly to the lobby. The staff are courteous, professional, and prompt.

4 months ago

Likes: Spacious fitness center with a variety of equipment. Good views. Games in lobby. Street parking is free from 6pm-8am. Dislikes: Valet-only parking. Slow WiFi speeds. Weak shower water pressure. Leaky shower door. Slow-reacting AC and heater.

3 months ago

Good location.|Thermostat barely works and the windows are thin. We froze. |Showers are slippery, like scary slippery.|Night/AM front desk staff is extremely unprofessional. |Tiny rooms.|No coffee, unless you want to pay $6.|No toilet paper and because, and I quote, "we don't have room service" they made me walk downstairs to get more in an uncomfortable position as you can imagine.|You won't need an alarm clock, the 4am trash trucks will wake you for sure, especially with the paper thin windows. If not for that, the blinds that let in the sun will surely wake you up. |$20 valet parking is a joke. |This was a pricey hotel yet I would prefer a Motel 6 after staying here.

2 months ago

Aloft El Paso is missing some of the essential features of a great stay— such as a quality free breakfast and easily accessible free WiFi (having to sign up for a Marriott account is unacceptable) and free parking but the staff goes above and beyond to make up for these lacks. I consider it a step above the “boutique” hotels that use that label to avoid good service plus the reasonable price stands out.

2 months ago