Holiday Inn Express El Paso-Downtown an IHG Hotel

Breakfast was mediocre, wanted to have toast and jelly, but they had bread for toast, but no jam/jelly. Eggs looked subpar, sausage greasy. Two elevators in the building, one was out of order. The other one malfunctioned twice on us. None of the ice machines worked except for the one in the kitchen, we had to get a security guard to get ice. Considering this was a renovated hotel, I expected everything to be working properly. If you stay at this hotel, don’t stay on the freeway side, it is extremely noisy all night.

Elevators were not working properly. Understaffed and room was not ready when we wanted to checkin.

Our stay would have been a 5 star if there would have been hot water. We stayed for 4 night 5 days and only had at best luke warm water. The pool area was closed due to condition of the pool.

Rooms are tiny (which is to be expected downtown). Not a big deal. We got a room with two queen beds, and were only able to use one (room 709) as one of the beds was the absolute worst I have ever seen in a hotel (zero cushion in the middle so a person would just roll to the middle). Woke up in the morning to get the day started and realized there was no hot or even luke warm water at all for a shower. Front desk was contacted and I was advised that the problem was realized the night before and a "technician was on the way" when in fact there was not anyone coming, we waited another 2 hours and still no hot water..long story short, we had to take freezing cold showers. Had my 3 year old son that could not even bear the cold so had to skip his bathing that day. When front desk was asked for a manager she advised me that they would not be in until the next day. I realize it was not the fault of front desk personnel, but management that the issue was not corrected in a timely manner. Needless to say there was a lobby of angry people as I exited the elevators. I know stuff happens but for the issue to be known at least 24 hours in advance of me calling down to the desk and not having a timeframe or even a reasonable answer to customer concerns is unacceptable.

No hot water since I checked in. I hope the hot water is fixed by tomorrow so I can shower before leaving the hotel. So disappointed.

I choose this hotel just because it had a pool. The pool was empty. Hotels.com should put a warning before advertising an hotel amenity.

It was a real disappointment the pool was closed

The TV didn't work, the phone didn't work, the electric outlet in the bathroom didn't work. I had to connect my hair dryer by the coffee area.

The hotel is under construction and the lobby was a mess. The main entrance automatic doors didn't open. You had to open them yourself, to which maybe a sign on the door would have been nice since you're managing luggage, kids and dog. There was garbage and debris in the extremely small lobby. Then after getting settled in for the night we started watching a movie and the TV & half the room of lights go off. The hotel had to switch our room. This was quite the undertaking with a young child and dog after settling in for the evening. To top it off, as we were leaving we get into the elevator with all of our luggage, child and dog, push the button & nothing happens. We continue to push it and after about 5 minutes it finally moves. VERY scary 5 minutes. Not a good stay.

No shuttle or water filtered fountain

Clean! Friendly staff, great food, definitely. Returning

Very clean. Proximity excellent to downtown and Rt. 10. Good basic breakfast. Friendly staff. Great value.

We found dry blood on the walls and stains into both beds we ended leaving and finding another place to stay.

The staff was very friendly and the rooms were clean . Thank you !

The property was so clean. We could smell the cleanliness when we walked in. Everyone who worked there was friendly.

Not very clean, and dated rooms and beds. No hot water and dirty breakfast tables.

Room smelled bad. Not a good place

Room was dirty, had someone's shaved pubic hair all over the floor. Shower was broken and wouldn't turn on all the way. Tub drain was clogged and would back up water. Toilet handle was broken and required jimmying to flush. Staff were unhelpful when asked about dining and attractions.

First room bathroom shower did not drain, it was clogged. Changed rooms. Room service never cleaned our room any of the 4 nights we were there. When we first arrived at hotel, staff was smoking outside the main door.

The room was not clean especially the bathroom

Impossible to sleep, the hotel is built 100 feet from the highway and the noise is unbearable all night… the ice machines don't work.

Breakfast was mediocre, wanted to have toast and jelly, but they had bread for toast, but no jam/jelly. Eggs looked subpar, sausage greasy. Two elevators in the building, one was out of order. The other one malfunctioned twice on us. None of the ice machines worked except for the one in the kitchen, we had to get a security guard to get ice. Considering this was a renovated hotel, I expected everything to be working properly. If you stay at this hotel, don’t stay on the freeway side, it is extremely noisy all night.

Room was nice, just a little noisy from the highway right outside. Should have asked for a room on the other side of the building. Clean and nicely appointed. Breakfast was good. Hard to go wrong at HI Express.

It was a nice hotel, clean the beds were comfortable the lady who checked us in was very nice she even gave us a little box of milk for my baby because we didn't have any and we were looking for milk. Only thing that i didn't enjoy it was that our room was by the freeway side and it was very noisy but other than that was great.

The first night was horrible. Our window faced the freeway and it was loud and noisy. I complained and was moved to another room and was finally able to get some sleep. The staff was great!

Comfortable bed, good hot breakfast, small parking area. This hotel is next to the free way and my room is next to it so I hear the noise during the night.

Noise from the freeway was very loud.

Hotel seemed new and fresh. Our room was clean and very functional. Road noise from the highway was a distraction at night.

Overall this hotel is fairly decent. A little bit dated but with clean and comfortable rooms, a nice lobby, and very convenient location. Before booking: All the rooms on the north side of the hotel (odd room numbers) face I-10 and have the associated loud road noise around the clock. Earplugs are recommended for light sleepers staying in these rooms.

Easy access, you can get there with no problems from anywhere in town Do not get a room towards the freeway, too much noise at night

Staff was very friendly and helpful, would definitely stay there again. Restaurants are within walking distance from the hotel.

Elevators were not working properly. Understaffed and room was not ready when we wanted to checkin.

Staff was terrible. Cleaning crew was the worst. I asked them to come back in an hour, they responded with “I guess”. They never came back.

Place was clean! Super friendly service, attentive front desk and amazing housekeeping!

It was convenient location and the elderly lady at the desk was the best. She’s an asset.

The staff were amazing! Very accommodating, personable, friendly, and efficient. I would definitely stay here again.

Great stay. Close to El Paso Airport. Clean & comfy rooms. Cute restaurants in the area. Good breakfast & friendly staff. Highly recommend!

Checked in at midnight and the receptionist fell asleep while I was at the desk. He could not stay awake and wouldn’t stand up. I had to get his attention times to complete check in. Rooms are not the cleanest and it smell like cigarette even though it’s non smoking hotel.

Older front desk agent only had rudeness and sarcasm to offer. Upon check in advised that the room rate was wrong and showed her the Hotels.com app confirming lower rate. She just replied that Expedia sent over the higher rate and that’s it. No intent to correct or research. There was no one behind me, so she can’t say it was busy and there was no time. Also Hotels.com and IHG site showed the hotel offered airport shuttle. When I mentioned it she said, “if you look on the right site, it shows no shuttle available.” I was literally on IHG, the parent company of Holiday Inn Express. Why should I distrust that site? The fact that I booked based off of that sole criteria that airport shuttle was offered and not even be compensated due to a hotel error, not on one site, but multiple sites. And the only feedback you get is an “I’m sorry.” I’m sorry doesn’t pay for Uber. If you want higher ratings, FIX your online errors and don’t pushback with sarcastic remarks trying to make the customer look stupid to make yourselves look “superior.”

My husband arrived there in the evening after traveling all night with very heavy baggage. Staff there ignored him and made him feel very unwelcome to the point where he left and went to Courtyard by Marriott. Will never stay here again, very unfriendly, made him stand there and wait for a very long time.

Good easy to get to location in small downtown El Paso. The hotel has ample parking and responsive customer service. We can walk in downtown during the day and night and it seemed like a safe place. The breakfast was American eggs and sausages. Would stay again.

Room was nice. Clean and well maintained. Staff was friendly. Proximity to downtown was a plus. Would come back to stay there again

The hotel was very nice and conveniently located to an El Paso Chihuahuas baseball game which we walked to.

This is a great place to stay in Downtown El Paso. It has free parking and is very convenient to I-10. The hotel in nice and the breakfast was good. It is very close to bus and streetcar stops that will take you through downtown, even though the person who checked us in said there was no public transportation nearby. We looked it up ourselves and found it to be easy and convenient to us. It is also within walking distance of several nice restaurants.

Good location

The location was great for everything we needed downtown.

Did not feel safe inside or outside this property.

Hotel is in a very convenient spot, rooms are clean and modern, view from the room was fantastic, good breakfast, and nice staff. Would certainly stay here again next time I'm in El Paso. This is a great option for a central EP hotel!

I was in town for an event at the convention center. The hotel is right off the interstate, and the center was an easy 15 minute walk. Ideal for my purposes.

Great downtown location walkable to many sites.

Clean! Friendly staff, great food, definitely. Returning

Breakfast was mediocre, wanted to have toast and jelly, but they had bread for toast, but no jam/jelly. Eggs looked subpar, sausage greasy. Two elevators in the building, one was out of order. The other one malfunctioned twice on us. None of the ice machines worked except for the one in the kitchen, we had to get a security guard to get ice. Considering this was a renovated hotel, I expected everything to be working properly. If you stay at this hotel, don’t stay on the freeway side, it is extremely noisy all night.

Good easy to get to location in small downtown El Paso. The hotel has ample parking and responsive customer service. We can walk in downtown during the day and night and it seemed like a safe place. The breakfast was American eggs and sausages. Would stay again.

Room was nice, just a little noisy from the highway right outside. Should have asked for a room on the other side of the building. Clean and nicely appointed. Breakfast was good. Hard to go wrong at HI Express.

Very clean. Proximity excellent to downtown and Rt. 10. Good basic breakfast. Friendly staff. Great value.

Great views, good breakfast, nice staff.

Great Location, Breakfast Perfect, Coffee 24/7

We arrived early but were unable to check in right away. We did check in later, still before the 3pm time. The desk lady was efficient and polite. The room was spacious and clean. Bed was comfy. Even being next to the highway, it was relatively quiet. Loved the Costa coffee machine in the lobby. Fresh ground beans, brewed one cup at a time. Would stay there again.

The hotel was descent, the staff was great, but the food was always cold

Clean rooms, great location, and great breakfast.