Holiday Inn Express & Suites El Paso West by IHG

I booked this hotel because it said it had a hot tub, however, on check in I was told it was not workng but "there were cookies" I requested a discount because the only reason I booked there was because of the hot tub. She just smiled and ignored my request. I went to get dinner and when I returned asked if I could get my cookie and was told they were all gone. Morning breakfast did not have hot water for tea or oatmeal. It was only warm. The bed was way to soft for my liking.

Everything was right. They’re remodeling the hotel and it’s even more amazing with the updates.

Loved the space in the room. The pool was a huge hit with our family. Parking was spacious and had many options. Hotel is in a really convenient spot, less then 5 minutes from many shopping and food options. Rudy’s is across the street if you want a fast and good option. Front desk staff was a little on the edgier or abrasive side. however the cleaning ladies and staff at the breakfast were so kind, helpful, attentive, and respectful!! Overall 9/10 would recommend!! We go to El Paso almost once a month and have tried so many different hotels. overall I think I have liked this one the most for our family.

We have stayed in this hotel on many occasions and NEVER had such a bad experience as we did this time. Upon checking out I was told there was not a manager on-site to address my issues. There was filth everywhere due to the construction. The elevator was nasty so we used the stairs and they were even dirtier. I wish their website would have notified us of the construction and the fact that their Jacuzzi was not working so we could have stayed somewhere else. Then I couldn't speak to a manager to address my disappointments. Ugh!

Good breakfast pool clean

Terrific stay, hotel is modern and updated. It is well taken care of. The staff is friendly and helpful. Coffee is terrible in both the room and breakfast. Area behind the hotel appears to be an abandoned car wash, maybe turn this into additional lit parking.

Hotel is charging full price as it’s being remodeled with mess occupying entire lobby, no business - work Office, no vending machines, no pool.

The room was super clean and everything brand new they are remodeling and upgrading the hotel, very comfortable and convenient

I loved the cleanliness, heated pool, jacuzzi, breakfast, friendly staff and thanks to my VIP Expedia status I got an upgrade on my room. I will definitely come back again.

Our stay and pretty great! Room was clean and comfortable. The check in staff was kind and friendly. The pool was clean & breakfast was delicious! Couldn’t have asked for more! Definitely will stay here again when we’re in town !

Everything is very clean and comfortable ☺️

We have stayed in this hotel on many occasions and NEVER had such a bad experience as we did this time. Upon checking out I was told there was not a manager on-site to address my issues. There was filth everywhere due to the construction. The elevator was nasty so we used the stairs and they were even dirtier. I wish their website would have notified us of the construction and the fact that their Jacuzzi was not working so we could have stayed somewhere else. Then I couldn't speak to a manager to address my disappointments. Ugh!

Very new, clean, and quiet.

Sheet and cover they were stain and did change or clean room

There was a lizard in one of the beds! Staff member said she would tell maintenance

loved the cleanliness!!

Clean

Very clean

Our stay here was sufficient. There was a strange smell in the lobby when we first checked in, but other than that it was fine. There was no housekeeping during our stay however we did run into the maid who offered to bring us new towels and take out our trash. Sadly, she did seem very under the weather and I ended up getting sick also. Not sure if coincidence or just germs. I felt bad that she had to be there sick like that though. Also, one of the rooms in our hall was oddly left open all day and night. Not sure what happened there.

Clean bed clean room

Loved the space in the room. The pool was a huge hit with our family. Parking was spacious and had many options. Hotel is in a really convenient spot, less then 5 minutes from many shopping and food options. Rudy’s is across the street if you want a fast and good option. Front desk staff was a little on the edgier or abrasive side. however the cleaning ladies and staff at the breakfast were so kind, helpful, attentive, and respectful!! Overall 9/10 would recommend!! We go to El Paso almost once a month and have tried so many different hotels. overall I think I have liked this one the most for our family.

Too Noisy

We were offered the option to check in early even though our room was not available. We arrived at noon time and check-in time was 3 PM. This resulted in us having to go through the process at the front desk twice with no apparent benefit to me. It’s a cumbersome process and I would just drop it. The room itself was ho-hum at best, with some damaged things which had not been repaired from prior use, missing foot on the bathroom vanity, damaged doorstop in the bathroom door, and an ill fitting shower curtain which apparently was designed for a different bathroom fixture. In fairness, the hotel is going through remodeling at this point in time and quite possibly these items will be addressed as part of the remodeling process. Our key cards expired before the end of first day, a pet peeve of mine, and we again had to return to the front desk to have new key cards programmed. The breakfast service was phenomenal, with all items being available throughout the posted hours of the breakfast service.

Very new, clean, and quiet.

Clean room and very spacious

Rooms are updated and clean. Enjoyed the complementary breakfast.

The hotel is excellent, just that at night you can hear the noise of the cars in the distance (just a little)

Room was kinda over crowed

The room was super clean and everything brand new they are remodeling and upgrading the hotel, very comfortable and convenient

Newly refurbished facility. The beds at IHG hotels are always super comfortable!

I booked this hotel because it said it had a hot tub, however, on check in I was told it was not workng but "there were cookies" I requested a discount because the only reason I booked there was because of the hot tub. She just smiled and ignored my request. I went to get dinner and when I returned asked if I could get my cookie and was told they were all gone. Morning breakfast did not have hot water for tea or oatmeal. It was only warm. The bed was way to soft for my liking.

Very friendly staff

Loved the space in the room. The pool was a huge hit with our family. Parking was spacious and had many options. Hotel is in a really convenient spot, less then 5 minutes from many shopping and food options. Rudy’s is across the street if you want a fast and good option. Front desk staff was a little on the edgier or abrasive side. however the cleaning ladies and staff at the breakfast were so kind, helpful, attentive, and respectful!! Overall 9/10 would recommend!! We go to El Paso almost once a month and have tried so many different hotels. overall I think I have liked this one the most for our family.

Room was cleaned, the facilities were well, and nicely stocked. The issue was with the front desk and their lack of communication. Upon arrival from the airport we called the front desk and spoke with a woman regarding our late check in. She clarified and confirmed that we would not be charged a no show for showing up after midnight and reassured us that she would leave a note to the next shift. Unfortunately, when we arrived to check in around 2:24AM, worker who claimed she was the supervisor, informed us that we had been charged a no show and that she would have to reinstate us and charge us an additional night to rebook us. We explained that the earlier shift had left a note. Worker continued to say she understood but that there was nothing that she could do because after 2AM their system resets. Unfortunately, her employee failed to communicate this information to us. Had the employee who confirmed we would not be charged did not relay this information to us. Otherwise, this would have determined our course of action. The lack of customer service and compassion for their customers is the biggest issue. She never apologized or tried to come to a reasonable accommodation for the inconvenience that her own employee had caused.

Facility and amentities look clean and newer. Checkout at 11 and we were getting ready to leave the room 8 minutes after 11 when housekeeping tries to barge into our room without knocking or announcing herself first. Very strange and uncouth for sure.

The hotel had a water line burst which at first wasn't a big deal but after talking to the manager she was very rude. I was upset but i knew it was not their fault the attitude from the manager is what actually put me in a mood i was trying not to get into.

I liked the cleanliness, the breakfast was really good and the lady serving the breakfast was very helpful and kind, modern facilities, closed to restaurants and shops. I didn't like the customer service, no towels in the pool area and I advised the receptionist and she said will send someone and we were there for 2 hrs and towels never arrived.

I didnt even check-in i have a special need son and he makes noises manager told me if i can keep him quiet i can not stay there so i left and i still got charged i wish she could understand what having a special need kid is. I cant used tape on my kids mouth

Everything was very good, the only mishap I had was that around 7:20 am, a woman came in saying that they had given her that room in which we were already staying, according to the receptionist it was a mistake on her part.

Super clean, roomy and great staff. Also delicious breakfast!

Location was excellent for dining and shopping. We were pleased that it also wasn't far from New Mexico.

Great location, plenty of near by restaurants and very clean rooms.

Loved the space in the room. The pool was a huge hit with our family. Parking was spacious and had many options. Hotel is in a really convenient spot, less then 5 minutes from many shopping and food options. Rudy’s is across the street if you want a fast and good option. Front desk staff was a little on the edgier or abrasive side. however the cleaning ladies and staff at the breakfast were so kind, helpful, attentive, and respectful!! Overall 9/10 would recommend!! We go to El Paso almost once a month and have tried so many different hotels. overall I think I have liked this one the most for our family.

Convenient to the local Providence hospital

Super close to the border. Nice area and plenty of places to eat.

Near the mall

It was easy to get to, right off the highway and just around the corner from my customer.

Great location , Property super clean .

Definitely one of my favorite hotels while visiting family! I’ll be back. Also, all the food choices around were a plus!

Great location for access to West Side El Paso and Franklin Mountain State Park

I booked this hotel because it said it had a hot tub, however, on check in I was told it was not workng but "there were cookies" I requested a discount because the only reason I booked there was because of the hot tub. She just smiled and ignored my request. I went to get dinner and when I returned asked if I could get my cookie and was told they were all gone. Morning breakfast did not have hot water for tea or oatmeal. It was only warm. The bed was way to soft for my liking.

As you walk in the facility is clean and smells clean. Friendly staff. Food in the morning was also good and the person in the dining area was very attentive to everyone.

Good breakfast pool clean

I liked the cleanliness, the breakfast was really good and the lady serving the breakfast was very helpful and kind, modern facilities, closed to restaurants and shops. I didn't like the customer service, no towels in the pool area and I advised the receptionist and she said will send someone and we were there for 2 hrs and towels never arrived.

Nice remodel and accommodations nice very good breakfast

Very nice attendance at the desk. Great breakfast! Would recommend this hotel for El Paso visitors

Terrific stay, hotel is modern and updated. It is well taken care of. The staff is friendly and helpful. Coffee is terrible in both the room and breakfast. Area behind the hotel appears to be an abandoned car wash, maybe turn this into additional lit parking.

Rooms are updated and clean. Enjoyed the complementary breakfast.

Super clean, roomy and great staff. Also delicious breakfast!

Our stay and pretty great! Room was clean and comfortable. The check in staff was kind and friendly. The pool was clean & breakfast was delicious! Couldn’t have asked for more! Definitely will stay here again when we’re in town !