Extended Stay America Suites El Paso West

We arrived to check in. And we were advised that our reservation was cancelled. We booked online ahead of time and spoke to a representative directly from the hotel who advised us the check in was anytime after 3. The person at the front didn’t care at all or try to apologize that we didn’t have a reservation after driving for over 4 hours. I have my children under 5 in the car. And struggled to find a room. We ended up having to drive around two looking for a place with our kids at night in a city we did not know.

There were long dark hairs in the sink and tub. Beds were comfortable.

The property is located just off the interstate with plenty of dining options.

Very good quality

This is reliably a good place. Clean, organized, the rooms are in good condition. Great location.

Easy checking in and a convenient lockation

The property was ideally located for my business appointments. The accommodations were clean, well appointed with everything I needed during my stay. The staff was friendly, professional and exceedingly helpful.

This is the most well maintained ESA property in Texas. It’s clean inside and out. The staff is friendly and effective. The water is hot. The a/c is cool. It’s convenient, safe and quiet.

I had to stay here after a surgery and I was extremely surprised at how quiet and clean it was. The staff was extremely helpful. I needed ice for my icepack because you would normally need to make your own with the ice trays provided. I called the front desk and the young lady provided me with 2 ice packs and 2 ice trays with ice in them and offered to bring it to my room. I would stay there again. Easy access to shopping, fast food and restaurants. They only offer grab and go breakfast but I was ok with that.

It was quiet and had great service.

Room was super spacious and staff was very nice

My stay was very comfortable with a spacious room and staff was very friendly.

The room had old smell and the bed was horrible woke up all night and had a severe back ache in the morning

Disappointed that no coffee offered except at breakfast. And breakfast was a to go type breakfast and that was not advertised.

pesimo servicio a la hora de hacer check in. El hotel tiene un olor muy fuerte a cigarro, tenia letrero de no fumar y estaban ahi huéspedes fumando

Good

.

This has always been our go to when we stay in El Paso but this last experience was inexcusable. We reserved a room with 2 double beds at the last minute. When we got in the room I immediately started having a bad allergic reaction. That means there was cat dander in the room. Okay not the end of the world, we just switch rooms. That's where things get hairy. I go downstairs anticipating no problems just give us another room and was put on the phone with the manager who told me "all of the rooms are exactly the same". I said well that's interesting since we've stayed here before about 15 times and I've never had this problem". Then he says well we only have one other room with 1 queen bed. That wasn't going to work because I'd just had surgery and we needed 2 beds. I said okay then just give me a refund. He says no, we can't get our commission back from hotels.com if you cancel, so you can stay or lose your money. I've never had a hotel refuse to issue a refund if we could not stay due to an issue with the room. It was the worst night ever and we REALLY needed the sleep. Plus we just booked it minutes before arriving so they weren't "holding the room" for us and losing out on another booking. Ive always loved this hotel but I don't know what's up with this manager. It's not okay to treat customers this way. Not at all. It's called the hospitality industry for a reason. You take care of your customers. There was also an option to upgrade us to a better room and he refused.

Clean

I love it here