Extended Stay America Suites El Paso Airport

I’d been traveling around the country for work for nearly two years and hadn’t had an experience this bad before. The hotel itself is nice, but management and maintenance were awful. I don’t feel safe staying here anymore, and the way they handled things felt very shady. The shower never got hot during the week I was there. I complained several times, and maintenance came twice. Each time he looked at it for about 30 seconds, said it was fixed, and left, even though it wasn’t. They also don’t clean rooms daily. If you want room service, they charge $10, and I had to ask for clean towels every other day. The trouble started when I arrived after a 30-hour drive from Ohio. I’d booked through a third-party company a week earlier in my own name. I’d recently replaced my driver’s license and was waiting for the new one, so the BMV had issued me a temporary interim ID. It was government issued and had my photo and all my information, but the desk woman said they couldn’t accept that type of ID. I was stunned. They said there was nothing they could do and no refund, leaving me out $500. I asked if they could change the reservation to my travel companion’s name since he had a card copy of his license. They said they couldn’t amend it and told me to contact the third party. The first person there also said nothing could be done because the booking was non-refundable and couldn’t be amended, so I’d lose the $500. I eventually lost my composure and was close to a panic attack at the thought of sleeping in my car. After I asked to speak with a manager, it took three hours of being put through the wringer and on hold before they changed the booking to my buddy’s name. All of this began because the desk manager rejected my government-issued ID. After the change, they charged my buddy a $50 deposit. I didn’t know until he told me the next day, and I’d already paid the reservation in full, so they shouldn’t have added another deposit.

The rooms were well kept, and the area stayed quiet at night even though there are businesses all around. I traveled with pets and saw other guests with pets too, but didn’t hear barking or other disruptive noise during my stay. There are plenty of places to eat within walking distance. It’s a handy base for the airport, getting onto the interstate, and exploring El Paso. Breakfast was basically coffee with a few packaged items, so I wouldn’t really call it breakfast. I’d definitely stay again if I’m in the area.

Easy to find and a good value, with a mini kitchen in the room. There are lots of good places to eat nearby, many within walking distance. It was mostly quiet, though I did hear some jets landing now and then. I wouldn’t count breakfast as included, since it’s just grab-and-go: coffee and instant oatmeal, and they said there’d be muffins, but none were there when I visited.

There was dog poop all over this side of the building, and I’m pretty sure it came from the same guest who was making the noise. Maybe he’s related to the owners or something. I had to put up with a loud neighbor all week and made several complaints. Staff said management wouldn’t do anything, even though the noise was a regular complaint and the person had reportedly been there for over a year. They offered to move me to another room, but wouldn’t address the neighbor breaking the noise policy. I was told dozens of complaints had been filed about him and management still refused to handle it. Do better. This management should be replaced.