Holiday Inn Express & Suites El Paso East-Loop 375 by IHG

I usually stay at the Holiday Inn East, but this time the service felt rude. After my wife and I brought back a late dinner, I hurt my ankle on a bed frame sticking out from the bed. I told the front desk clerk, who said there was no maintenance person available and someone would handle it first thing in the morning. Because the exposed frame was a safety hazard, my children spent the night with their brother. We checked out early the next day. I spoke with Luis, whom I was told was the manager. He said he’d fill out an incident report right away, gave me his card, and said he’d email me a copy shortly. It never arrived. I’ve called several times and left messages without getting a call back. What should have been a weekend of memories left me with a swollen, painful ankle. Worst trip ever!

The room was wonderful, though the shower curtain kept getting stuck and wouldn’t close. The people made the stay, from Lou at the night desk helping us check in late after our drive from LA to the breakfast staff, housekeeping, and the morning crew who made the next day start off so well. Everyone I met was engaging and seemed to enjoy making guests’ days. Thanks!

After nearly a 10-hour drive, I was glad we’d booked here. The staff and service were amazing, and Jennifer at the front desk was especially accommodating. I’ll come back when I’m in town again.

We’ve stayed here before with two pets, and it was a convenient, inexpensive overnight stop with no problems. Today, though, a woman on the phone told me they aren’t pet friendly. That seems odd, since their own website and booking site filters say they are. We’ve always known this place as pet friendly.