Hotel Paso Del Norte, Autograph Collection

The rooftop views and location are great, but the service was horrible and not accommodating. The room phone didn’t work during our stay. I was bounced between room service and the operator trying to get syrup, and eventually had to go downstairs for it. The shower leaked the whole time and made a mess. The place feels old and outdated. The spa massages were good and the staff were nice, but for the price there weren’t many amenities. Other nearby spas with cheaper services offer a snack, tea, or coffee after a massage. I wouldn’t recommend it or stay again.

The hotel staff made our 45th-birthday staycation feel special. The front desk gave us chocolates and champagne, and the server who brought our breakfast order to the room was super nice. Saturday night the rooftop bar was packed, but the kitchen ladies helped us order food without going through the crowded bar, then connected us with a server for drinks. The brisket fries were so good. Everyone from the front desk to the bartenders and cooks was more than exceptional. The spa was a different story, although the service itself was awesome. Cyndi and Susana were great, but the services cost a lot and the pricing felt confusing and a bit shady. Booking online was unclear, so I called before arriving. The couples massage showed as $270, then as $135 each, plus $30 for add-ons and 20% gratuity, for 50 minutes. On the phone I was told that price covered 80 minutes. The reservation email had no price, so I relied on what the person confirmed when I asked whether $270 covered both of us or each. She said it was for both, and I budgeted accordingly. Our 80-minute massage was then cut to 50 minutes because of miscommunication between employees. When I raised it with the therapist, they added 20 minutes, which I appreciated. At payment, though, we were charged $288 each. Apparently the 80-minute massage is $258, plus $30 for the scalp massage. If I’d known the price upfront, I would have changed the reservation to fit my budget.

The 10th-floor spa and bar add a lot to this place, and the lobby and restaurants on the first floor are beautiful, full of character, and feel thoughtfully done. From arrival at Hotel Paso Del Norte, every staff member I met was welcoming, professional, and went out of their way to make the stay great. It’s one of the best hotel experiences I’ve had. If you want a top-tier stay in El Paso, I’d choose this place. I’ll be back.

The buffet breakfast at Sabor is chef’s kiss, with great food and value for hotel guests. I also like the relationship they’ve built with Bonvoy members. This property will always mean a lot to my family because it was such an important part of our time in El Paso. We’ll find a reason to come back, and I hope the hotel stays just as it is. Management is getting a lot right. I’ve stayed at a few Marriott properties, and this is one of my favorites. The historic building has real charm, the rooms are comfortable and well appointed without going overboard, and the two bars offer very different experiences. Service was friendly right from the front desk. The valets’ upscale cowboy outfits fit the image of the hotel, at least to me as someone from outside Texas. The only bother was that the upstairs bar can be loud at night if your room is near the 10th floor on the pool side, though it wasn’t too bad and didn’t disturb our sleep. It’s a really solid four-star hotel and, honestly, one of the best I’ve stayed at, better than some five-star places. Marriott, take notes. This is a standout Autograph property.