Fairfield Inn And Suites By Marriott El Paso

The room was nice and the staff were friendly, but I couldn’t get back in after breakfast because the upper door lock latch wouldn’t let me into our room. My phone, wallet, and everything else were inside. I thought someone might be in the room, but that wasn’t it. I went to the desk at 8:15 a.m. and explained that I really needed access. They said nobody would come in until 9:30. Laura at the front desk called general manager Monica McFadden. Monica wanted to see video of me trying the door. After watching it, she told Laura I probably hadn’t used the latch properly and hadn’t turned it all the way left, essentially blaming me. The door was very hard to close. My guess is that when it swung shut behind us, the vibration engaged the latch because the ill-fitting door wasn’t seating properly. Monica was condescending and showed no urgency, even after the desk told her I had medication inside. I said that if I couldn’t get in promptly, I’d have to call 911 to open the door. She replied in a sinister way that it was private property and emergency services couldn’t open it, and maybe they could give me some medication to calm me down. That was rude and unacceptable. A maintenance man finally arrived at 10 a.m. I specifically asked to be there when he went into our room, but minutes passed and then I was told the door had been fixed. When I got inside, I saw the latch had been physically disabled. I called Monica once I could reach my phone and asked what she could do to make up for the trouble. She said I could join the club and she’d give me some points. I spent 30 years in medical customer service and would never treat someone this way. I can see why this place has a two-star rating. The problem is the general manager’s terrible customer service, not the staff or the physical property. I wouldn’t recommend it to anyone unless it were free, and even then I’d think twice. I’ve told Marriott and hotels.com about what happened. I wish I could rate Monica’s sophomoric attitude less than one star.

I made a reservation at 9 a.m. the day before I was due to arrive, then cancelled it 15 minutes later. They still charged me $175. I called the hotel, and staff refused to refund my card even though they’d given me a cancellation number.

Everyone on staff was helpful and professional, but Gio really stood out. He was polite, respectful, and ready to help. He seemed to enjoy his work and genuinely care.

We had six rooms, I think, for an event my family and I attended, and the location worked out well. The staff were really nice, and the hotel was very clean with lovely amenities. We’ll come back.