TownePlace Suites El Paso Airport

The women at the front desk were very kind, and my elderly parents said they really enjoyed the complimentary breakfast. I skipped it because I wanted to sleep in. I also hope someone takes in the poor cat outside. The room cost $175 per night with tax, yet the place felt like a run-down motel. The hallway carpet was old, and the rooms were in bad shape. It seemed like the owner or franchisee wasn’t maintaining the property, and it looked even worse in person. I couldn’t believe it was part of Marriott.

I’ve stayed at plenty of Marriott properties for work as a CNA, and this was by far the most disappointing. I’m a Titanium Elite member, so I know the usual policies and have generally felt respected. Here, Assistant Manager Dora Marin was rude to me more than once, and the general manager never got on the phone or returned my call. I hope the situation is investigated properly because this experience did not reflect the Marriott brand I’ve trusted. When I first arrived at the TownePlace Suites in El Paso, Texas, after traveling from Sacramento, California, the front desk associate was polite. Ms. Marin, though, spoke dismissively to her coworker and told her to “just tell her there’s no rooms available.” The associate said a room should be ready in 45 mins, so I waited patiently in my car. The next morning I requested a 4:00 p.m. late checkout, a benefit available to me when possible. Ms. Marin snapped that I couldn’t get one on the family rate. When I said I’d never heard that before, she replied, “Every property is different.” I felt uncomfortable and chose to check out early. At the desk I politely asked for her name and business card, then asked with a smile if she was having a bad day since she seemed upset. She answered sarcastically, “Nothing’s wrong with me are you having a bad day?” Later, I learned she had reported me as rude, which was false. My Friends and Family pass was revoked as a result, and the relative who gave it to me was negatively affected. I contacted corporate and shared a recording of our conversation. I called back later to understand what had happened, but Ms. Marin again snapped and raised her voice while I was calmly explaining. When I asked for the general manager, she said, “Yeah, if she wants to talk to you,” and refused to transfer me. Her loud, rude tone was completely unnecessary, and no customer, especially a loyal Marriott Titanium Elite member, should be treated that way. The manager’s failure to take or return my call made it even more disappointing. I hope this is reviewed and handled professionally.

I booked here again today, but at check-in they said the room had plumbing problems and there was nowhere else to put us. We ended up booking next door at the Fairfield Inn in the same parking lot, then learned it has the same owners and GM. Why couldn’t they have moved us there? Now I have to spend time contacting the booking service to make sure I get a refund. The first time I stayed here, I slipped in the shower while my father was in the hospital after being airlifted from Roswell NM. I had told the GM, Kimmery Gums, about it.

I was staying at the Marriott across the street, but needed help from this sister property. Marcos was working at the front desk and took the time to listen. He was patient, caring, and helpful, and I’m grateful your team has people like him. The lobby was calm and relaxing, too. Thanks again from a Bonvoy member.