DoubleTree by Hilton El Paso Downtown

Great staff Staff was amazing, Isaac assisted us during check-in time. He was very friendly and professional, the hospitality he provided was great! The bartender (I can't remember his name) was quick and was a great multi-tasker. He assisted us and another couple at the same time. Thank you both for making our stay memorable & enjoyable.

Doubletree Downtown El Paso Lobby area was attractive albeit warm . Our King room was immaculate, the bedding very comfortable, staff helpful and friendly. Parking garage spots are very narrow but doable. The restaurant was ok with a small Italian style menu. Again service was very good. We had no issues with the AC. I would stay here again.

Horrible customer service. Worse double tree I have ever stayed at. Upon arrival we were met with the unenthusiastic employee named Issac. He spoke with a non welcoming voice; and mostly sounded annoyed he wanted to be there. He gave us no information about the hotel and sent us up to our rooms. We were on the second highest floor, The room was nice, it was clean and the bed was ok. We checked in around 5 PM, ordered some food, and decided to have a nice nights rest by staying in. Around 9 PM loud music starts blasting through the roof. We understand that it’s Valentine’s Day weekend, so noise might be going on however, the music did not stop by 10 and it was so loud that it was vibrating the furniture. I decide to call down, and see if there was anyway they could send someone to stop the loud music. Turns out, there was an entire venue above us, and our room was directly above the dance floor. I Issac offered to change my room, however, I am disabled, and it takes a lot for me to change my room… We are already unpacked. My suitcase was already open. I was already in my pajamas, and I was already showered, ready for bed. We drove eight hours to get there and the next day we had to drive another eight hours to our destination needless to say, I was pretty frustrated. Isaac assured me that the music would stop at 11 and I was fine with that however, when 11 came the music did not stop I called down to complain to more and possibly ask for compensation. Isaac, annoyed, I’m the most condescending tone said rudely “well i can’t just go up there and cancel the wedding” Well obviously, I understand that, I am not dumb, and I don’t need to be spoken to like that. He then assured me it would be over by midnight. I then re asked for compensation, I paid for a room to sleep in, and now I can’t sleep in it. Issac refused and told me no manager was in and wouldn’t be in till Monday. Which, Valentine’s Day weekend, with a huge wedding and no supervisor on duty? That’s really poor planning on scheduling on their part. He did offer me free breakfast; which made absolutely no sense, and does not solve the problem for me seeing as I would stay up late now and not be able to wake up for breakfast. He also offered me 2000 points, which, if you calculate is only $13 worth of Hilton points. Frustratingly, I wait for midnight for the music to stop. When midnight hits, the music did not stop. I call down again, to see why it’s taking so long. That’s when I spoke with another employee, Perla who then told me the wedding will not stop At midnight but instead at 1 AM. At this point I was fully irate. I explained Perla the situation with Isaac, and she said she would reach out to a manager and have an answer for me on compensation, by the time I check out in the morning. The noise stops at exactly 1 AM and it takes about an hour for me to fall asleep. The next day we wake up tired and not ready for my 8 hour drive. Housekeeping tries to enter the room before we wake up. On one occasion, we were sleeping and on the second occasion, I was fully naked, getting ready. We head down to the front desk, where Perla is still working, and I ask for the compensation I’m going to get. She then reiterate that Isaac had already offered me free breakfast, and 2000 points. I let her know that Isaac actually never brought down the breakfast cards not that we could use them because we weren’t going to wake up in time.. but regardless, he still never brought the breakfast vouchers He said he was going to. Perla, was slightly more helpful than Isaac. She said she spoke with my manager and could offer me 20% off my rate. I don’t think that’s fair compensation, seeing as now we have to risk our lives on the road by driving tired, we had to have a late start on the road, and honestly, the customer service we received was so poor and so frustrating 20% off does not even add up to what they should have given me. I then expressed my concerns about Isaac to Perla, and instead of apologizing, she tells me “well he’s new and had only been here for 2 months” I then asked if it is common practice to leave a brand new 2 month employee on his own, while a wedding was happening and during Valentine’s Day weekend. She had absolutely no response. The entire time I was speaking to her, she was making dirty faces at me. And seemed more annoyed that she had to help me. She offered to comp my parking however, my boyfriend had already paid for parking through the machine. Apparently you’re supposed to press the help button, so the hotel can let you out. This is not something that we were told at check-in, nor at check out. Which makes me think that Double Tree is scamming other guests by double charging them for parking. Hilton has a “make it right policy.” This is a tool given to employees to be able to do what they need to do to “make it right” with the guest, the employees clearly do not utilize this tool, Needing management approval to approve common sense things, like a party happening until 1 AM, not allowing guests to sleep in a room they paid for specifically to sleep in does nothing but cause more frustration for the guest. This was probably the worse Hilton experience I have ever had and if you are someone who cares about customer service, you’re probably better off, staying at the Marriott across the street.

Motel quality at Doubletree prices This isn’t a terrible hotel it’s just terrible for the price and brand expectations. First the pool was closed but no notice or signs, second using your phone as a key doesn’t work but nothing is said about needing a key card. When the front desk gave me the key card they didn’t give me the vouchers I needed for breakfast. The gate to open the parking garage was constantly broken and delayed us every day when we went to leave. When I got out of the car to get help the front desk asked me if I had pushed a button and then gave me attitude. The wifi is super spotty and constantly drops. The ac can’t keep a constant temperature despite constantly running so the room would alternate between cold and hot throughout the night. The TV is wifi dependent so it constantly loses signal. One day we got breakfast to go and it included uncooked bacon. All in all the worst Hilton property I have ever stayed in.

Avoid How Hilton let's this hotel carry its brand is beyond me. Room had no phone. Asked for one everyday - nothing. Cleaning seems to random. Paper-thin walls. Food in restaurant was awful. And saw one poor guest get trapped in an elevator. The fire department had to be called. They were more responsive than the management. Spent my entire time there staring out the window wistfully at nearby hotels.