Staybridge Suites El Paso Airport, an IHG Hotel

Great customer service! We visited my son who’s in the military back in June and stayed here. At the time we knew he and his bride-to-be would be coming back to El Paso after their wedding in July. When we were here in June, I worked with a lady at the front desk(whose name I can’t remember) to line up a room for them to stay for a week. Explained to her the circumstances. They would be returning to El Paso for their “honeymoon” and could I book the room for them. She was very excited and willing to help with the arrangements! When they arrived they found a bottle of wine and flowers waiting for them in an awesome room with a full kitchen, dining and living room! A note saying “Congratulations!” was with it! Couldn’t have asked for a better way to celebrate their new marriage. Thank you lady at the front desk for all you did to make their stay special!

WORN, STINGY, OVER PRICED - First, a couple of positive points. This hotel still has a great location and friendly staff (albeit minimal. In 2017, it was a well run hotel and a good value, but has gradually declined. My most recent stay will be my last. Our room (a King Studio) was covered in dust from the time we arrived until departure (a week later) and was priced SUBSTANTIALLY higher than comparable IHG and Hilton properties nearby. The breakfasts were subpar - hard eggs, waffle iron not put out, junk cereals, very limited selections, etc. Too many torn and tread bare carpets for such a hotel. Seems the owners are just milking the property. On one day, they replaced the gross eggs with nice omelets and the waffles were good whenever they decided to put out the waffle iron. Too bad.

Bath Tub/Showers - No Bath Mats? Surprisingly, we did not have a bath mat in the bathtub/shower. Unfortunately, while showering this morning I slipped in the tub onto the floor, injuring my back. My daughter called the front desk and was told that bath mats are not placed in any of the tubs or showers. Odd? The front desk staff told my daughter that management would be notified and as of checkout time, we have yet to hear from management. What would have ended as a very positive experience, ended as a negative experience.

Pet Stains Upon my arrival there were not any luggage carts available I was assigned a room on the 4th floor I carried all of my bags to the room and there were several pet stains on the carpet in from of the tv at the foot of the bed . I asked to be reassigned and was assigned another room on the 3rd floor so I carried my bags , and this room had one huge stain in the middle of the floor approximately 18” x 12”. Given all the signage notifying the guests of the extensive cleaning protocols that have been implemented I was somewhat surprised and had no intention walking over or around a stain a for the next several days. I went to the store and bought some carpet cleaner and the stain came up immediately. This leads me to believe that there is a supervisory/ management issue. I observed multiple pet owners at this hotel and I’m fairly sure that they were charged a pet deposit or cleaning fee ( what is that money being used for?) This is unacceptable and I will not be returning to this hotel. If I pay almost $200 a night for a hotel room, I expect better.

Stayed many times, won't go back. I'll start by saying my husband is an IHG Spire elite member. We stay a minimum of 75 nights a year in IHG properties, including during the pandemic. One reason we choose IHG properties is for consistency in service and hospitality across the different brands.  We have stayed at this Staybridge property in El Paso at least 4 weeks a year over the past 3 years, always with exceptional service and amenities. This stay was supposed to have been 7 nights. My husband works nights and sleeps days, so we request early check-in so he can catch some sleep before heading to work for his 12 hour shift as a medevac pilot. We seldom have issues with early check-in, and when there is one, staff is always apologetic and offers alternatives to our requested room type to solve the problem.  We arrived in El Paso just before 1p. Upon check in, we were met with a "no clean rooms" road block. Additionally, the front desk girl did not offer an alternative room type that may have been available, so we asked to speak with a supervisor. The manager Marco, who I will say has been helpful during past visits and was very appreciative of our business during the heat of Covid last year, was not helpful at all. His statement was, "We are sold out and early check-in is not a guarantee". Please do not quote the small print disclaimers of elite membership. We are well versed on what the "privileges" do and do not offer. Instead, offer solutions. I asked for a different room type that may be available for check-in and asked about relocating to our reserved room type the following day. Again, he could not "guarantee a specific time the room may be available because we're sold out". So frustrating. We had requested early check-in when we made the reservation. Most properties are aware of their elite members arrivals, room preferences, and requests before the guests arrive. Staybridge was not prepared, nor were they interested in offering any kind of decent guest service to be helpful. Additionally, the breakfast was just awful. I suppose the empty dining room should have been our clue. No longer are they serving fresh breakfast. It consists of precooked bacon strips and warmed up, previously frozen "omelets"-if you can call a folded egg with fake cheese an omelet. No fresh fruit offerings, no healthy yogurts, no waffle machine. Mostly the "grab and go" items under the guise of a fresh breakfast. One more let down! We made reservations at an Embassy Suites just down the road. Around 10am we received a call from the front desk to let us know there was a one bedroom available for us to move. I don't understand why Marco did not indicate he would prioritize early relocation for us. We would have felt differently had he made any effort to make us feel like he valued our business during check-in. We declined and advised her we would be checking out. With no Hilton elite member status, we walked into the Embassy Suites at 12:40 and were pleasantly checked in to our one bedroom suite with no hesitation. The hot prepared breakfast was terrific with several choices, including healthy options. The complimentary beverages at the bar in the evening were awesome too. During Covid, Staybridge eliminated their evening social and have never fully brought it back. I suppose if your hotel is sold out despite the lack of decent amenities, great service is an after thought for you. For those of us who still appreciate exceptional service and amenities, we will take our business elsewhere. We expect more from IHG and Staybridge. What a disappointment.