Holiday Inn Express & Suites El Paso West by IHG

Staff and room were great. Bed was comfortable. My only compliant is that the room where the food is had cold blowing air pointed right at the pancake maker. So basically while waiting there your other food would get cold. I liked that it wasn't hot in there but they should adjust the direction of the vent.

Clean rooms, super friendly staff. Pool area well maintained.

The room the breakfast and staff was all good all the way around perfect for our travel. Thank you all for a good welcome. Enjoyed the staff.

Indoor pool was very clean and breakfast was great

Food was great! They had hot coffee which is nice.

Also there weren’t enough towels for the 4 of us and when we asked for more they wanted to trade us towels instead of giving us more. We had to get a manager to understand that there weren’t enough in the first place. Also…the hot tub was room temperature not hot, they kept saying it was fixed…no. Breakfast was good, nice variety.

Nice place to stay in the area.

Loved it

Mouse in my room. Wouldn’t stay here

Thanks

Very clean room and amazing cleaning staff

Breakfast was great . Very Clean , the only problem was the pool and Hot tub were berry cold . The Hot tub was colder than the pool .

Nope, everything was PERFECT!

Pool was amazing

Clean room. Friendly staff. Nice breakfast.

Very enjoyable stay with an indoor pool and large breakfast buffet!

Amazing experience staff was amazing room was clean very good amenities

Loved the view. The hotel was close to everything I needed.

Great overall, do recommend.

Staf was very welcoming. Amenities were excellent.

Todo bien, solo el check es a las 11am y no te comentan, aunque seas miembro de IHG es el único donde no te dan ninguna ventaja.

This property was really great. A good location for us. However my experience with Expedia was a nightmare. It was supposed to be booked for two days it was not then we could not get our confirmation number after we checked in. I will not use Expedia again

The indoor pool and hot tub was great!

The indoor pool and hot tub was great!

Staff are friendly. Easy in and out location. Comfortable rooms.

Staff are friendly. Easy in and out location. Comfortable rooms.

Great service and clean rooms

Great service and clean rooms

Safe area- conveniently located

Safe area- conveniently located

The hotel had a water line burst which at first wasn't a big deal but after talking to the manager she was very rude. I was upset but i knew it was not their fault the attitude from the manager is what actually put me in a mood i was trying not to get into.

The hotel had a water line burst which at first wasn't a big deal but after talking to the manager she was very rude. I was upset but i knew it was not their fault the attitude from the manager is what actually put me in a mood i was trying not to get into.

Clean room and very spacious

Clean room and very spacious

Good room

Good room

Morning breakfast did not have hot water for tea or oatmeal. It was only warm. The bed was way to soft for my liking.

Morning breakfast did not have hot water for tea or oatmeal. It was only warm. The bed was way to soft for my liking.

The property is located conveniently off I-10 and in close proximity to several dining and shopping options.

The property is located conveniently off I-10 and in close proximity to several dining and shopping options.

It was quiet

It was quiet

Very clean

Very clean

Clean

Clean

Very new, clean, and quiet.

Very new, clean, and quiet.

Nice

Nice

Room was kinda over crowed

Room was kinda over crowed

Super clean, roomy and great staff. Also delicious breakfast!

Super clean, roomy and great staff. Also delicious breakfast!

Loved the space in the room. The pool was a huge hit with our family. Parking was spacious and had many options. Hotel is in a really convenient spot, less then 5 minutes from many shopping and food options. Rudy’s is across the street if you want a fast and good option. Front desk staff was a little on the edgier or abrasive side. however the cleaning ladies and staff at the breakfast were so kind, helpful, attentive, and respectful!! Overall 9/10 would recommend!! We go to El Paso almost once a month and have tried so many different hotels. overall I think I have liked this one the most for our family.

Loved the space in the room. The pool was a huge hit with our family. Parking was spacious and had many options. Hotel is in a really convenient spot, less then 5 minutes from many shopping and food options. Rudy’s is across the street if you want a fast and good option. Front desk staff was a little on the edgier or abrasive side. however the cleaning ladies and staff at the breakfast were so kind, helpful, attentive, and respectful!! Overall 9/10 would recommend!! We go to El Paso almost once a month and have tried so many different hotels. overall I think I have liked this one the most for our family.

Great Hotel and staff super clean.

Great Hotel and staff super clean.

Too Noisy

Too Noisy

Great location for access to West Side El Paso and Franklin Mountain State Park

Great location for access to West Side El Paso and Franklin Mountain State Park

Great

Great

As you walk in the facility is clean and smells clean. Friendly staff. Food in the morning was also good and the person in the dining area was very attentive to everyone.

As you walk in the facility is clean and smells clean. Friendly staff. Food in the morning was also good and the person in the dining area was very attentive to everyone.

Sheet and cover they were stain and did change or clean room

Sheet and cover they were stain and did change or clean room

I loved the cleanliness, heated pool, jacuzzi, breakfast, friendly staff and thanks to my VIP Expedia status I got an upgrade on my room. I will definitely come back again.

I loved the cleanliness, heated pool, jacuzzi, breakfast, friendly staff and thanks to my VIP Expedia status I got an upgrade on my room. I will definitely come back again.

Great location , Property super clean .

Great location , Property super clean .

Great

Great

Our stay here was sufficient. There was a strange smell in the lobby when we first checked in, but other than that it was fine. There was no housekeeping during our stay however we did run into the maid who offered to bring us new towels and take out our trash. Sadly, she did seem very under the weather and I ended up getting sick also. Not sure if coincidence or just germs. I felt bad that she had to be there sick like that though. Also, one of the rooms in our hall was oddly left open all day and night. Not sure what happened there.

Our stay here was sufficient. There was a strange smell in the lobby when we first checked in, but other than that it was fine. There was no housekeeping during our stay however we did run into the maid who offered to bring us new towels and take out our trash. Sadly, she did seem very under the weather and I ended up getting sick also. Not sure if coincidence or just germs. I felt bad that she had to be there sick like that though. Also, one of the rooms in our hall was oddly left open all day and night. Not sure what happened there.

All went well.

All went well.

It was easy to get to, right off the highway and just around the corner from my customer.

It was easy to get to, right off the highway and just around the corner from my customer.

Great hotel

Great hotel

We love it!

We love it!

Perfect for what we needed, had surgery in the morning and hotel was 2 miles from hospital. Very quiet and clean and service was good. Easy access to the highway.

Perfect for what we needed, had surgery in the morning and hotel was 2 miles from hospital. Very quiet and clean and service was good. Easy access to the highway.

Great Place. Would definitely stay here again.

Great Place. Would definitely stay here again.

Newly refurbished facility. The beds at IHG hotels are always super comfortable!

Newly refurbished facility. The beds at IHG hotels are always super comfortable!

Location was excellent for dining and shopping. We were pleased that it also wasn't far from New Mexico.

Location was excellent for dining and shopping. We were pleased that it also wasn't far from New Mexico.

Nothing

Nothing

Super close to the border. Nice area and plenty of places to eat.

Super close to the border. Nice area and plenty of places to eat.

We had a great trip and the hotel was very conformable and quiet. It did not disappoint!

We had a great trip and the hotel was very conformable and quiet. It did not disappoint!

Great bed. Clean and comfortable room. Very friendly service.

Great bed. Clean and comfortable room. Very friendly service.

Very nice attendance at the desk. Great breakfast! Would recommend this hotel for El Paso visitors

Very nice attendance at the desk. Great breakfast! Would recommend this hotel for El Paso visitors

Ok

Ok

Our stay and pretty great! Room was clean and comfortable. The check in staff was kind and friendly. The pool was clean & breakfast was delicious! Couldn’t have asked for more! Definitely will stay here again when we’re in town !

Our stay and pretty great! Room was clean and comfortable. The check in staff was kind and friendly. The pool was clean & breakfast was delicious! Couldn’t have asked for more! Definitely will stay here again when we’re in town !

Clean and relaxing

Clean and relaxing

Very clean

Very clean

Alway great

Alway great

Definitely would stay here again.

Definitely would stay here again.

I liked the cleanliness, the breakfast was really good and the lady serving the breakfast was very helpful and kind, modern facilities, closed to restaurants and shops. I didn't like the customer service, no towels in the pool area and I advised the receptionist and she said will send someone and we were there for 2 hrs and towels never arrived.

I liked the cleanliness, the breakfast was really good and the lady serving the breakfast was very helpful and kind, modern facilities, closed to restaurants and shops. I didn't like the customer service, no towels in the pool area and I advised the receptionist and she said will send someone and we were there for 2 hrs and towels never arrived.

Very nice and clean hotel!! Great!

Very nice and clean hotel!! Great!

Rooms are updated and clean. Enjoyed the complementary breakfast.

Rooms are updated and clean. Enjoyed the complementary breakfast.

Overall it was very nice but no courtesy bottles of water at the front desk upon check in…:(

Overall it was very nice but no courtesy bottles of water at the front desk upon check in…:(

Terrific stay, hotel is modern and updated. It is well taken care of. The staff is friendly and helpful. Coffee is terrible in both the room and breakfast. Area behind the hotel appears to be an abandoned car wash, maybe turn this into additional lit parking.

Terrific stay, hotel is modern and updated. It is well taken care of. The staff is friendly and helpful. Coffee is terrible in both the room and breakfast. Area behind the hotel appears to be an abandoned car wash, maybe turn this into additional lit parking.

Good breakfast pool clean

Good breakfast pool clean

Good location and clean. Perfect for sleeping¿

Everything was smooth no complaints

Everything was smooth no complaints

This was my best experience since beginning work in El Paso. Very clean, staff friendly, quiet, and an overall great experience.

This was my best experience since beginning work in El Paso. Very clean, staff friendly, quiet, and an overall great experience.

Nice place to stay

Nice place to stay

The hotel was very nice and the staff were very helpful I had all my gear shipped there and they did a great job of getting me going.

The hotel was very nice and the staff were very helpful I had all my gear shipped there and they did a great job of getting me going.

Facility and amentities look clean and newer. Checkout at 11 and we were getting ready to leave the room 8 minutes after 11 when housekeeping tries to barge into our room without knocking or announcing herself first. Very strange and uncouth for sure.

Facility and amentities look clean and newer. Checkout at 11 and we were getting ready to leave the room 8 minutes after 11 when housekeeping tries to barge into our room without knocking or announcing herself first. Very strange and uncouth for sure.

Nice remodel and accommodations nice very good breakfast

Nice remodel and accommodations nice very good breakfast

Great location, plenty of near by restaurants and very clean rooms.

Great location, plenty of near by restaurants and very clean rooms.

Hotel is charging full price as it’s being remodeled with mess occupying entire lobby, no business - work Office, no vending machines, no pool.

Hotel is charging full price as it’s being remodeled with mess occupying entire lobby, no business - work Office, no vending machines, no pool.

Great hotel!

Great hotel!

They have a good service and they just remodeled is very nice and clean

They have a good service and they just remodeled is very nice and clean

The rooms are remodeled, very clean.

The rooms are remodeled, very clean.

Room was cleaned, the facilities were well, and nicely stocked. The issue was with the front desk and their lack of communication. Upon arrival from the airport we called the front desk and spoke with a woman regarding our late check in. She clarified and confirmed that we would not be charged a no show for showing up after midnight and reassured us that she would leave a note to the next shift. Unfortunately, when we arrived to check in around 2:24AM, worker who claimed she was the supervisor, informed us that we had been charged a no show and that she would have to reinstate us and charge us an additional night to rebook us. We explained that the earlier shift had left a note. Worker continued to say she understood but that there was nothing that she could do because after 2AM their system resets. Unfortunately, her employee failed to communicate this information to us. Had the employee who confirmed we would not be charged did not relay this information to us. Otherwise, this would have determined our course of action. The lack of customer service and compassion for their customers is the biggest issue. She never apologized or tried to come to a reasonable accommodation for the inconvenience that her own employee had caused.

Room was cleaned, the facilities were well, and nicely stocked. The issue was with the front desk and their lack of communication. Upon arrival from the airport we called the front desk and spoke with a woman regarding our late check in. She clarified and confirmed that we would not be charged a no show for showing up after midnight and reassured us that she would leave a note to the next shift. Unfortunately, when we arrived to check in around 2:24AM, worker who claimed she was the supervisor, informed us that we had been charged a no show and that she would have to reinstate us and charge us an additional night to rebook us. We explained that the earlier shift had left a note. Worker continued to say she understood but that there was nothing that she could do because after 2AM their system resets. Unfortunately, her employee failed to communicate this information to us. Had the employee who confirmed we would not be charged did not relay this information to us. Otherwise, this would have determined our course of action. The lack of customer service and compassion for their customers is the biggest issue. She never apologized or tried to come to a reasonable accommodation for the inconvenience that her own employee had caused.

Very well remodeled and clean

Very well remodeled and clean

All good.

Everything was right. They’re remodeling the hotel and it’s even more amazing with the updates.

Everything was right. They’re remodeling the hotel and it’s even more amazing with the updates.

Everything was very good, the only mishap I had was that around 7:20 am, a woman came in saying that they had given her that room in which we were already staying, according to the receptionist it was a mistake on her part.

Everything was very good, the only mishap I had was that around 7:20 am, a woman came in saying that they had given her that room in which we were already staying, according to the receptionist it was a mistake on her part.

This guest did not leave comments about this hotel.

There was a lizard in one of the beds! Staff member said she would tell maintenance

There was a lizard in one of the beds! Staff member said she would tell maintenance

Definitely one of my favorite hotels while visiting family! I’ll be back. Also, all the food choices around were a plus!

Definitely one of my favorite hotels while visiting family! I’ll be back. Also, all the food choices around were a plus!

Nice property

Nice property

Clean bed clean room

Clean bed clean room

Nice comfortable stay

Nice comfortable stay

Convenient to the local Providence hospital

Convenient to the local Providence hospital

Loved it! Clean

Loved it! Clean

Very pleasant stay. Nothing bad. Nothing phenomenal.

Very pleasant stay. Nothing bad. Nothing phenomenal.

The lack of customer service

The room was super clean and everything brand new they are remodeling and upgrading the hotel, very comfortable and convenient

The room was super clean and everything brand new they are remodeling and upgrading the hotel, very comfortable and convenient

We have stayed in this hotel on many occasions and NEVER had such a bad experience as we did this time. Upon checking out I was told there was not a manager on-site to address my issues. There was filth everywhere due to the construction. The elevator was nasty so we used the stairs and they were even dirtier. I wish their website would have notified us of the construction and the fact that their Jacuzzi was not working so we could have stayed somewhere else. Then I couldn't speak to a manager to address my disappointments. Ugh!

We have stayed in this hotel on many occasions and NEVER had such a bad experience as we did this time. Upon checking out I was told there was not a manager on-site to address my issues. There was filth everywhere due to the construction. The elevator was nasty so we used the stairs and they were even dirtier. I wish their website would have notified us of the construction and the fact that their Jacuzzi was not working so we could have stayed somewhere else. Then I couldn't speak to a manager to address my disappointments. Ugh!

Very friendly staff

Very friendly staff

loved the cleanliness!!

loved the cleanliness!!

Everything is very clean and comfortable ☺️

Everything is very clean and comfortable ☺️

I like the hotel. The new rooms.

I like the hotel. The new rooms.

We were offered the option to check in early even though our room was not available. We arrived at noon time and check-in time was 3 PM. This resulted in us having to go through the process at the front desk twice with no apparent benefit to me. It’s a cumbersome process and I would just drop it. The room itself was ho-hum at best, with some damaged things which had not been repaired from prior use, missing foot on the bathroom vanity, damaged doorstop in the bathroom door, and an ill fitting shower curtain which apparently was designed for a different bathroom fixture. In fairness, the hotel is going through remodeling at this point in time and quite possibly these items will be addressed as part of the remodeling process. Our key cards expired before the end of first day, a pet peeve of mine, and we again had to return to the front desk to have new key cards programmed. The breakfast service was phenomenal, with all items being available throughout the posted hours of the breakfast service.

We were offered the option to check in early even though our room was not available. We arrived at noon time and check-in time was 3 PM. This resulted in us having to go through the process at the front desk twice with no apparent benefit to me. It’s a cumbersome process and I would just drop it. The room itself was ho-hum at best, with some damaged things which had not been repaired from prior use, missing foot on the bathroom vanity, damaged doorstop in the bathroom door, and an ill fitting shower curtain which apparently was designed for a different bathroom fixture. In fairness, the hotel is going through remodeling at this point in time and quite possibly these items will be addressed as part of the remodeling process. Our key cards expired before the end of first day, a pet peeve of mine, and we again had to return to the front desk to have new key cards programmed. The breakfast service was phenomenal, with all items being available throughout the posted hours of the breakfast service.

I didnt even check-in i have a special need son and he makes noises manager told me if i can keep him quiet i can not stay there so i left and i still got charged i wish she could understand what having a special need kid is. I cant used tape on my kids mouth

I didnt even check-in i have a special need son and he makes noises manager told me if i can keep him quiet i can not stay there so i left and i still got charged i wish she could understand what having a special need kid is. I cant used tape on my kids mouth

Thanks

Thanks

One of the reasons we booked this hotel was because of the heated pool and hot tub. Pool was much smaller than it appeared in photos. The pol and hot tub were both freezing, the heater was broke our whole stay. If we had know this ahead of time, we would have stayed somewhere else. Workout equipment also needs attention.

One of the reasons we booked this hotel was because of the heated pool and hot tub. Pool was much smaller than it appeared in photos. The pol and hot tub were both freezing, the heater was broke our whole stay. If we had know this ahead of time, we would have stayed somewhere else. Workout equipment also needs attention.

a bit below average, dirty walls in the room. outdated bathroom

a bit below average, dirty walls in the room. outdated bathroom

We had a very comfortable stay. The beds were comfortable and clean. There were plenty of linens, pillows and towels. The location was very convenient. We have stayed at this hotel three times and will definitely stay again!

Great not to have to use a ladder to get into bed. Clean, well designed. Great AM breakfast. Will look for HI Express everywhere we go.

I had bad experience dealing with the staff dyring the check-in process. I reserved a suite and I ended up in a normal room. the staff didnt listen.

The hot tub was cold and our tub drain was clogged

Great all around from front desk to checkout

the facility is under renovation...will really be nice when concluded

for the price it is it would be nice to have bottles of water in the room

The staff was nice

Clean and close to shopping areas. Staff is friendly and courteous. Breakfast was very good with different options.

The pool & jacuzzi area was taken up by a family that was celebrating at birthday so I didn¿t get a chance to lounge there.

Had bathtub backed up didn’t really do anything about it until I called corp

We didn’t check it in

Great property, it’s very nice and clean. If I’m back in El Paso, I wouldn’t mind at all staying here again. Sulayka (I believe that was her name) was very fun and welcoming! The staff for breakfast was helpful and the breakfast was great. The king bed room was spacious and clean. The only thing that bothered me was the hot water in the shower took about 10-15 minutes to heat up! I think that’s something that staff should look into (room 302). Other than that, my stay was pleasant.

There was no hot water. Nothing done to fix it. All they said was to let the water run. I had to leave and get a new hotel.

Easy check-in and comfortable, clean beds. The room was great! The only thing was there were people walking loudly above my room.

Very nice staff and a super soft bed was glorious

I don't expect much for a Holiday Inn but definitely due for an update. I asked to speak to speak to a manager that was not available and still have not heard from anyone.

very nice hotel

Staff went out of their way to meet our special needs.

This guest did not leave comments about this hotel.

NA

A/c wasn¿t working in the dining room, however they had fixed it by our last day there. Room decor is terrible.

It¿s customer service

Great food variety. Ana was so helpful.

Everything was fine except breakfast room air conditioning was not working

Yes. It was 83 degrees on the main floor. Room¿s walls were stained and dirty all over. Not enough sitting space in breakfast room. We had reserved a king size bed and were given 2 queen size beds instead. We won¿t come back to this place.

Great Stay

Staff was great. The place is clean.

Clean, accessible and polite, helpful staff.

The beds were fabulous, very clean room and the breakfast was very good

This guest did not leave comments about this hotel.

shower was bad needs updating. breakfast was not great

THEY DO LIMITED ROOM CLEANING SERVICES USING THE COVID AS AN EXCUSE. THE GOOD THING IS LESS DETERGENT AND WATER USED. THEY DO FULL CLEANING UNTIL THE FIFTH NIGHT. JACUZZI WORKING IRREGULARLY.

N/A

Check in gives a big impression of what the hotel is like, if the receptionist at check in is rude that really puts a dent in the whole experience.