Holiday Inn Express Hotel & Suites El Paso I-10 East by IHG

Very disappointing stay! While we haven’t yet completed our stay, I have to write a review about how disappointed I am in the breakfast buffet staff!! The hotel’s breakfast area is open until 9:30am weekdays and 10am on weekend days. My husband and I went down around 9am to get breakfast on Tuesday morning. There were only a handful of patrons in the room. We saw that there were remnants of scrambled eggs in the tray and asked for more to be put out—the lady was busy straightening the back room and got frustrated that we asked for some. Then, the pancake machine was not on, so I asked if it was available and she simply said, “no”. It wasn’t broken and we realized afterwards that she had closed it down because she had cleaned it and didn’t want to have to clean it again. This was after we saw about 3lbs. Of cooked bacon in the room she was working in that was apparently cooked and put away for hotel staff because after closing up for the day, several staff members went in the area to help themselves. Then, we asked for more cinnamon rolls and she said, “breakfast is almost over, so I’m not putting anymore out”. I made mention that we have been down there since 9am. She went to the cabinet beneath the warmer and put out a new package of cinnamon rolls and huffed away. These weren’t the typical rolls that are offered from IHG hotels. Before 9:30 and with a ton of food left over, she closed the doors to the buffet area as a family of 4 came in to the seating area. The little boy went to get food and she shut the door on his finger!!!! Just very disappointed in the way we were treated and how she had complete disregard for the hotel patrons.

Cancelled without notification I reserved the hotel about 3 hrs prior to our arrival. I received a confirmation number email. Upon arrival I found that the room was cancelled because of my credit card which had a zero balance. I am a rewards member and expect to at least be called or emailed by the hotel. Neither of those things happened. Instead the room we "reserved" was given away. The rep at the desk didn't even attempt to help me find another IHG location with availability. I called IHG and was told that I should have been contacted in some way and that should not have happened. In return we stayed at a TRU by Hilton, very nice and received 10,000 points for my rewards account. The IHG rep was very accommodating.

Caution : Front Desk Representive We experience a “Bad” welcome from Atziri front desk representative. She gave short answers , rude and I don’t care attitude. Never acknowledge us as platinum members. Wouldn’t adhere concerns and questions regarding our room availability. She kept making facials expressions. This hotel, we visited twice a year - it’s prime location but not worthy of our stay any longer.

Inconsistent quality Positives: The housekeeping in Room 418 did an excellent job, super clean. Easy parking. Clean lobby and common places. Fast check-in and check-out. Breakfast was great, good variety, fresh, with good balance of hot and cold foods. Clean and organized. When Room 311 was terrible, they moved me to another room, Room 418, and 418 was a good experience. Clean bedding, two full rolls of toilet paper, and two tea bags in the room. Negatives: Can be noisy because it's next to a major highway. The check-in staff did not provide info on breakfast time or instruction to the elevator; also provided incorrect info about location and type of the room (said it's not near the elevator when it's right across from the elevator; said it's standard room when it's an accessible room). Room 311 was horrible - full of issues such as broken toilet/couldn't flush, bathroom plug was shut, couldn't open. Room telephone did not work; A small peel along the edge of the wall, that needs to be sealed back. Loose carpet, posing a potential trip over danger if not careful. This hotel would have earned at least 4.0 rating with Room 418. But because of terrible Room 311, which is a 1.0 rating, although the hotel tried to fix it, but it's inconvenient and tiring to have to go through it while traveling and after a long day. Because of inconsistent room quality, I am hesitant to recommend this hotel.

Had a nice stay Stayed here for 2 night on business. It is next to the highway. There are lots of restaurant close by. There is a shopping center if you like toRoss. They serve hot breakfast. Check in was fast. Plenty of parking