Holiday Inn El Paso West - Sunland Park by IHG

Don’t waste your money. We “stayed” here for the BTS concert yesterday in El Paso, and it was the most unprofessional, worst hotel experience I’ve had. We drove in knowing check-in wasn’t until 3, arrived around 4, and were told there were no rooms available. They said they could text when one was ready. Since the gates opened at 5:30, we had to get ready in the lobby bathrooms. We left promptly at 5, and they still said the room wasn’t ready. They took our card on file so check-in would be seamless for the other members of our party once it was ready. After the concert, traffic took two hours to get through, and we got back at 2 am. No one had texted to say the room was ready, but we had keys they’d given us before we left, so we went up. The room reeked of urine. The carpet was in terrible condition, there was trash in the liner, the lampshade had blue spots that looked like mold, and there were stains on the linens under the white sheets. At 2 am, I went downstairs and spoke with front desk staff Manny. He wasn’t very friendly. I asked if we could check out and get a refund since we hadn’t used the room and had decided it was safer to drive four hours home than stay there. Manny couldn’t help and wouldn’t even offer another room. He said he’d “put a note for hotel management,” and we checked out. Dirty and unprofessional.

The lobby is beautiful, the restaurant smells great, and the layout and amenities seemed promising. I came in hopeful, but that didn’t last: the woman who checked me in was rude, and the room was completely run down. Closet doors and lamps were broken, the carpet had stains all over it, and there was a urine smell. The gate doors don’t work, which left me feeling there was no security. The room appeared clean, but I won’t return. For this price, you can find a much better hotel. No thanks.

For a Holiday Inn, this was awful. The room smelled horrible and had stains all over the carpet, plus a broken door latch and phone. Handles on several dressers were broken too. Outside, the concrete was cracked all around the grounds, and most of the lighting was either out or flickering. I can’t imagine the cleaning staff thinking this room was okay for guests. I should’ve saved $130 and gone to a Motel 6.

After two nights, I noticed several itchy bites and blood spots on the sheets that looked like evidence of bed bugs. I told the front desk attendant, who said she’d flag my room as not checked out so management would notice and contact me. It was Thanksgiving and no manager was there. I didn’t want to risk bringing bugs home, so I planned to take all my belongings, bagged up, to the front desk for disposal. The attendant said that wasn’t necessary and to leave everything in the room so they could discard it. Four days later, I contacted the hotel because no manager had reached out. I also saw an extra $600 charge on my account, even though I’d already paid through a travel portal and shouldn’t have been charged. The man I spoke to immediately dismissed the bites and said the charge would stand because I had “abandoned” my things, despite his employee having told me to leave them. I’ve tried several times over the past four months to get this resolved and have been ignored. The hotel was the most disgusting I’ve ever been to, though I initially brushed that aside since I wasn’t staying long. I booked three nights, stayed two because of the bites, and ended up paying for nine nights total. I highly recommend against staying here.