Hilton Garden Inn El Paso / University

I have been coming to this hotel for years and it's overall consistent. It's definitely showing its age now and some of the rooms have a smell to them. Luckily the front desk is helpful and friendly and accommodating. I am NOT happy that they are now charging parking after all these years. It was one of the main selling points for staying here.

a month ago

I came for an 18 day trip and initially my room was "okay" but all is like dark and old no regular coffee or water in the room. Then I was told I needed to move to another room because a fix in the bathroom was programmed and the hotel was full so I ended up leaving my stuff in the room while I was working with people was working there "honestly really insecure" then since th small was strong I have to get move to another room which also was reworked and the small was there not as my previous room but still strong. No trash can other than the bathroom one and the Keurig coffee maker didn't work correctly. Honestly for they price is not what I was expecting.

2 weeks ago

From my first phone call, Ray at the front desk made me feel at home. When I asked questions about the property, he was knowledgeable and thorough. He’s the reason I booked this stay, and I’m very glad I did. The airport shuttle was a great service, and once I arrived at the property, Ray was ready to help. Despite my early arrival, he made sure I was settled in a room in a timely manner and arranged the shuttle back to the airport the following morning. The hotel was in a perfect location for my trip, with plenty of restaurants nearby. The property and rooms were in great shape and met the high standards I expect from the Hilton Garden Inn brand. I will definitely stay here again if I'm in the area.

4 months ago

Broken wall ac/heater, no heat with freezing temps outside. The thermostat on the wall was completely inoperative, and the wall mounted unit controls did nothing but blow cold air. Cold all night, but bearable. It's like someone designed the system as a joke.

2 weeks ago

Room wasn't what I'd call clean. Entire floor had a film on it, like it was mopped with dirty water. HVAC unit was the noisiest I've ever heard, made it hard to sleep. Parking lot is easily accessible, but pay to self park? $21 for breakfast? No thank you, I won't be staying here again.

a month ago

We had quite a few problems with our stay this time but Ray was amazing and helped where he could. He's great with people, nice and is good at his job so he actually brought up the rating for service or it would have been much lower. I will say that although the lobby is nice and modern, the rooms are in desperate need of repair, cleaning and updating. The location is perfect but the hotel is in a sad state. You do have to pay for parking now through an app which is $10 per day which caught us by surprise. We paid for the breakfast with the rooms and it was awful so we ended up going elsewhere. Please Hilton, get this hotel back up to status.

3 months ago

Overpriced for what you get. Room AC is a wall an old timey wall unit that was barely getting room cool. Very basic room. Bar and food service in evening was closed due to “lack of staff”. Was staying here to be near my daughter in hospital which is a couple blocks away. Breakfast buffet was supposed to start at 6am. I had to be at the hospital by 6:30. I arrived and had to wait till 6:20 for it to be set out so I had to rush eating my eggs and biscuit (which was very good by the way). For $22..the breakfast buffet was sparse and lacking just like hotel. I was going to stay here for the next 4 days but checked out and will go to the Marriott down the road, which I know has the amenities they advertise as well as a caring, timely staff.

5 months ago

Very frustrating experience. We booked this room using credit card rewards months in advance. After an 8 hour drive with our 2 little kids we just wanted to get checked in, only to be told that we still needed to pay. I showed the gentleman at the front desk my receipt and gave him my confirmation number to show it was already prepaid. He kept condescendingly telling me "don't worry, it's not like you won't get a room," as if it was totally fine as long as I just paid for the same room twice. He told me there was nothing he could do because the reservation was done through Expedia or something. So after a very long drive we all had to get back in the car and wait until I called Chase's travel concierge, who called them to straighten it out. They finally agreed that we did in fact prepay and let us check in and took my credit card for incidentals. I got a very weak apology from the front desk guy while I was trying to get my kids out of the car. It was a terrible experience but I figured I'd let it go. Well, when we finally got home after our trip I see that they did in fact take my credit card number and bill me again for the room. So I paid $197 in credit card rewards points and then another $146 on my credit card to stay 1 night in a king suite. The hotel itself was fine (although I think having to pay for parking is ridiculous. After all our hassle we still had to pay $10 to park overnight). The rooms are nice enough, not super duper clean. But what a massive headache this whole thing has been.

2 months ago