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Worst IHG hotel I have ever visited
Avaliou em 14 de Setembro de 2021
Bottom Line: Don’t stay here if you have mobility constraints. This is an old highway motel with no regular housekeeping and poor customer service. Rooms facing highway were extremely noisy. Don’t stay in bldg 9 or rooms ending in 05 — 07 in bldg 7 and bldg 8.
Worst IHG hotel I have ever visited. Except for Christian in Maintenance, they don’t seem to care enough about customer service or room cleanliness to make visiting this hotel worthwhile. IHG seems to have given up on the Holiday Inn brand. I won’t return. There are more modern-looking hotels nearby, including a Holiday Inn Express.
— Indifferent customer service. It took multiple requests to address simple issues (i.e., changing batteries in smoke alarm, cleaning the room, restocking soap and shampoo). The room had no luggage rack. Two giant dead bugs in closet.
— 9 dated 1960s/1970s 2-story barracks-like structures with exterior corridors, and a very confusing layout
— Dingy old carpet, the only elevator was in bldg 2, no sign indicating location of laundry room, no detergent in laundry room (laundry room is in bldg 7; but sign says detergent is sold in the lobby, which is in bldg 1)
— Random room service (two days straight, then nothing for 6 days), but they don’t provide enough soap/shampoo, towels, and trash can liners to go without cleaning for a week. You can get towels and toiletries from the front desk, but depending on your bldg and mobility level, expect a short drive or approx 10 min walk.
— Rooms facing highway were extremely noisy (Bldg 9; rooms ending in 05 — 07 in bldg 7 and bldg 8)
— Ice & soda machines were out of order, ATM was out of order
— I arrived exhausted around midnight to the annoying chirping of a smoke detector with a dead battery. I called the front desk and she nonchalantly stated they had no batteries to replace it. Battery still wasn’t replaced the following night, so I had to call and visit the front desk (bldg 1) to get the battery replaced in room 9206 (bldg 9). The smoke alarm in the king room layout is over the bed, so the maintenance guy stood on the bed to change it and the guy at the front desk couldn't get anyone to change the linen. After waiting about an hour in the middle of the night to get new linen, I was finally able to convince the apathetic front desk guy to move me to a new room. The new (9206) room had a luggage rack.
— Restaurant breakfast was good (extra charge) and service at the restaurant was consistently excellent
— They always wear masks
— Fridge & microwave, desk, chair; but no food prep sink
— Local restaurants, every fast food chain, bars, and a casino on the same strip. About 95 mins from White Sands (5PM guided evening stroll).
— Laundry machines take credit cards
— Rooms had wood hangers (I hate wire hangers and hangers connected to the pole)
I will never stay here again. Blame the front desk guy Jason...rude...useless
Avaliou em 23 de Junho de 2021
I was not going to write this review because after our nightmare trip here the manager called me and apologized and refunded part of our money and said he would give us some points. But I just read Sassykay's review and she stayed in April and she didn't go far enough with her review about the front desk guy and teh elevator being broken....since APRIL. We are in our 70's and I have a heart condition and we had been driving 13 hours and we were exhausted when we pulled in where my GPS said to go. I said this is where my GPS said to go and Jason, the entitled snobbish full of attitude guy said we were at the wrong hotel and sent us a few miles away. I knew that was wrong because I had tried to book there and was told they were full which is why we were at the Sunland location.
I called and Jason said no, there were only three people coming in and I wasn't one of them. He never asked my last name, just kept referring to my first name that is Dutch and no one can say correctly. He was rude on the phone saying we were not there and then he says...oh, are you so and so and I said yes. We are in a big UHAUL truck so this isn't just a wham bam driving around in crazy El Paso traffic.
We get back and we drag in exhausted. There is no cart to be seen and he is trying to tell us where the room is. It is like a maze of buildings not where you come in and easily take an elevator to your room. He called them villas....really? He said he would meet us around where we needed to be with a cart which he never did. We drove back to the front and there he is behind the desk and never did meet us with the cart. He says we are on the second floor. We ask for a 1st floor room and he said there are none but we can take the elevator.
My 70 year old husband walked 2X 1/4 mile in the 100 degree heat and humidity around the building and couldn't find where we are supposed to enter. By the time we got to our room it will be an hour but I digress.
There is a young maintenance man fixing the sliding glass door. His name is SAUL....Saul the angel is what we should call him. He watched this unfold and saw our frustration and he offered to help us. He said HE would get a cart and meet us around at the correct entrance which he did. He then took us to the elevator after walking over bridges and walkways and there is no way we could have ever found this on our own. The elevator to the second floor said NOT IN SERVICE. Saul offered to take our luggage up the stairs but it was a lot and I cannot walk up the stairs so we went back to the lobby saying the elevator was out of order. JASON lied to us and said he didn't know that. The review I just now read said the customer was there in APRIL and it was broken and they had to schlep their luggage up the stairs. Now it is June and front desk guy Jason doesn't know. My husband who never loses his cool is asking for a 1st story room and Jason is dripping attitude in that young millennial entitled way never apologizing and just saying there are no rooms. A man comes out of the back, never looks at my husband and gets on Jason's computer and says here is a room and he walks away like he did it just to shut my husband up. So, we get the key to the 1st floor room and we beg Saul to not leave us. He takes us and our luggage to the 1st floor room that miraculously appeared.
An hour later after checking in we are hot, in our room, exhausted all thanks to dear Saul. Saul should be the one in customer service and Jason with his haughty attitude should have been doing the fixing of the sliding door. The next morning after my husband had a shower he warned me there was no traction in the shower and he had to hold onto the handicap bar to keep from slipping. I had to shower holding on to the bar the whole time.
There was one elevator for a whole complex of "villas" and it has been broken for months. I am giving two stars because the bed was comfortable and Saul went way out of his way to help us.
When we checked out I told the guy behind the desk Jason/bad and Saul/good. He wrote down what I said. The new manager called within minutes of us leaving and asked what happened. I told him the whole story and he was so nice and apologetic. He said Saul and his help is what they are all about...his over the top willingness to help...his servant's heart. Because of a jerk like Jason and we travel thru El Paso on business every 6 weeks it is never again at this hotel. I hope Saul is recognized for the hero he was to us that night.
We used to run a hotel in San Diego that was booked all the time that was spread out like this was with many outbuildings. It was daunting like this place was but we had an employee assigned to a guest as they checked in and once it was explained how to get to their room and where to park we always asked if they would feel more comfortable about being escorted. At least our guests had a choice. I would suggest to this hotel they do the same. Just ask...do you need help finding your room? The answer will probably always be yes.
Have stayed here many times, this is the last
Avaliou em 12 de Abril de 2021
Room was PACKED with furniture where there was little room to even walk by foot of bed and not hit the desk. If there are 4 people you will be putting your bag on chair or floor. The bathroom floor had dirt actually built up in the corner by the tub and was so small you could barely get in and close the door since it opened in to a he bathroom.
I have to say the beds were comfortable though.
No elevator to second floor so plan to lug bags up VERY narrow stairs.
Front desk staff very rude. Requested a receipt when I left and was refused since I paid with cash and points. How do I know there weren’t charged added on?
Although we have stayed here for years ( even after it changed to something else and then back to IHG) it is unlikely we will stay again. Sad the changes here from huge rooms even with spa tubs, to mini cramped rooms.
Quiet - several stores, restaraunts nearby.
Avaliou em 19 de Outubro de 2020
Quite, good breakfast, they serve you the food- it’s not the serve yourself type I don't know if it's due to the damn virus or that's the way it's done there, breakfast was great and the lady that attended us was very pleasant and kept checking on us for refills, there’s a Walmart, gas stations, several restaurants nearby, my room was 2103 see pics, I would stay there again.
Nice, Clean Hotel
Avaliou em 25 de Junho de 2020
I am overall very pleased with this hotel. It was clean, the staff was friendly, and the breakfast provided some very delicious bagels. However, there are a few minor drawbacks. One, there were only 3 towels, and we were staying in a suite meant for 5, and there were approximately zero trash bags in the corresponding cans, which was a bit bizarre. Other than these minor complaints, I highly recommend this hotel for anybody in the area in need of a nice, clean place to stay.