Embassy Suites by Hilton El Paso

"Our coffee maker didn't work. The refrigerator didn't work. Someone left a dirty washcloth in the bathroom. The only good thing was the breakfast and that our friends were staying there too. Would not recommend this hotel."

"I can’t tell you how disappointed I am with both the condition of this hotel, as well as the service provided. I was placed in an inferior room. Usually, as a diamond member, you get preferential treatment and upgrades. I feel like this was a complete downgrade. This hotel was very run down and in construction. No one notified me about construction at check-in. When I noticed scaffolding directly outside my room, I called the front desk to ask if there would be any construction noise because I had just driven in from California. The front desk person stated construction noise will not begin till after 9 AM. At about 8:20 AM, I was awakened by construction noises. I contacted the manager, Robin, and she apologized and offered to change my room. The previous night, when I requested a change of rooms, it was not available. On Thursday night, we received a notice on the door that water would be shut down from 10 AM to 1 PM. Friday. Thursday night, I attended a funeral, which was the purpose of being an El Paso. I was fatigued and was hoping to sleep in and rest Friday morning. Based on the notice, resting wasn’t going to be possible. We were three adults and two children, and we all needed to be ready and showered by 10 AM, 2 1/2 hours before the burial. Overall, my stay was unpleasant. I reached out to Robin for the second time. I was told she was in a meeting but would call me back. She never did. Today is Monday, four days after she was supposed to call me back. I am not happy with this experience. Quite honestly, I feel like it was a waste. Since I became an honors member. as we were leaving, my wife returned to the room because she had forgotten something. In that process, she needed a tissue, and she grabbed a box of tissue. The housekeeping lady scolded her for taking that tissue. As a diamond member, you have to have quite a bit of stay to earn that status. I want to say this has been my worst experience with Hilton since I became an honors member. As we left, my wife returned to the room because she had forgotten something. In that process, she needed a tissue, and she grabbed a box of tissue. The housekeeping lady scolded her for taking that tissue."

"I stayed here in January during the Martin Luther King Jr weekend on a mission trip with a large group of men from church. This hotel is great! The staff (front desk, food service, everyone) was friendly, helpful, and courteous. They did all that they could to accommodate our stay. The facility was very clean despite a great deal of construction work happening on the top floor. The amenities were in good shape (pool, exercise equipment, lobby area and its comfortable furniture) and they had a small work space near the front with a table, several chairs, and a printer. I very much enjoyed staying here and look forward to staying again."

"DON’T stay here. This hotel is under construction for remodel and it surely needs it. The room we checked in to was dirty and smelled really bad. The carpet was obviously not vacuumed as there were crumbs everywhere. Then we went to get in the bed and the sheets were musty and full of hair! We had to change rooms at midnight. The second room the light bulb was out in the bathroom so we had to shower and toilet by candle light. We paid almost $200 for this stay. After complaining to the staff we were compensated with a mere 5000 points. One night stay is 30,000 points so honestly it was quite the insult. UPDATE: I’ve spoken with management and was compensated with points for 1 night stay. This was the right thing to do and I appreciate the service recovery even though I had to make several phone calls. Everyone I spoke with was very professional and understanding."

"We stayed here over the Thanksgiving Holiday. A very nice hotel right off the highway. The hotel was not very busy so we had no issues parking, although when full it might be a little difficult. There is a 24/7 IHOP right next door. The checking people were very friendly and accommodating. You were allowed 2 free drink coupons per night of your stay to use at the evening reception. The mornings breakfast was great with made to order omelets, they also kept the seating area very clean and all the breakfast items well stocked. Morning breakfast staff were also very friendly. Also they have a small menu for either eating in the reception area or for room service. I Would definitely use this hotel again and highly recommend."