Hilton Garden Inn El Paso / University

Getting here was easy, and there’s plenty of parking. We had a 16 foot Penski truck with a car trailer and found a spot without trouble. The room was very clean and the customer service was spot on. I’d stay here again without hesitation.

The restaurant was fine, and the waitress was lovely. The rest of my stay left me wondering how this Hilton gets its score. The hotel feels rough around the edges, with stained carpets throughout, dirty room surfaces, an awful smell in the lobby and halls, and plumbing problems. My sink wouldn’t drain, the toilet didn’t flush properly, and my colleagues’ tub wouldn’t drain. The room was mediocre and needs updating; the microwave made a terrible noise, and the fridge only cooled on its maximum setting. I’d suggest sorting reviews by newest because service, cleanliness and upkeep seem to be declining. Check-in was difficult. I was traveling with a virtual corporate card, which they wouldn’t accept. I checked in after business hours, and the Front Desk Supervisor refused to speak with me. The kind young employee helping me said several times they were afraid of getting fired. My company sorted it out the next morning by emailing some sort of payment guarantee to the assistant manager. He was friendly enough, but didn’t seem to care about my concern about the night manager. When I brought up the refusal to help, he more or less shrugged. I appreciate that the payment issue was resolved, though it took five days for the hold on my personal card to disappear. I’ve never had another Hilton refuse my corporate AMEX, even as a virtual card, and I travel all over. I hope they change that policy as virtual payments are common now. I also think the front desk supervisor is unpleasant. Over several days, I saw him argue and act gruff with customers whenever I went to the desk, while the other staff were amazingly kind and helpful. I wouldn’t recommend this place unless you need very close access to the UTEP campus. I’ve stayed at many Hiltons around El Paso, and this one isn’t the flagship.

I’ve stayed here twice while visiting my son, who just finished his Fr year at UTEP. The hotel has been clean each time, and the staff were helpful. Food places and other things are within walking distance or a short drive. I especially like seeing the scenery and campus on my runs and walks. My first visit was August 2025 and the second was May 2026. I’ll stay here whenever I’m in El Paso.

The room was okay, with a good bed and pillows, though the bathroom was small and there was no freezer in the fridge. The outdoor pool is heated and has a nice deck, with a hot tub too. I thought the sign said it was open 5 am to 10 pm, so I was surprised and disappointed that I couldn’t use the hot tub at 7 am. Morning access seems ridiculously late when checkout is shortly afterward. There’s an on-site restaurant with good dinner food and prices. Breakfast is cooked to order for $10, though the menu is limited. Parking is included for Diamond members. I enjoyed the stay overall.