SpringHill Suites by Marriott El Paso

Quiet and sleeping was good , room was good, television was good, that's what I always make sure before I make reservation

The room setup

Room was comfortably spacey. Bedding and towels were very clean.

Convenient

We just had a quick stop here. It was under construction and there was noise but didnt bother us. Breakfast was amazing and plenty of parking.

Clean and great breakfast options

Everything

el desayuno estuvo bien. el chavo de recepcion fue muy amable.

The atmosphere

We normally choose budget-friendly hotels because we only need a clean place to sleep, but we chose this hotel specifically because we wanted to enjoy some family time at the property. Unfortunately, the experience was unacceptable from the moment we arrived.

The main entrance was shut down with a sign saying, “DO NOT ENTER — UNDER CONSTRUCTION.” Since lights were on upstairs, I walked around the building and found a side door propped open with a rock. Inside, the temporary check-in area was in a lounge with a sheet of paper taped to the doors saying, “Check In Here,” but no employee was present. I walked through the hallways calling for help and received no response.

I returned to the car and called Booking.com to request a refund. After about 20 minutes, I went back inside and finally found an employee sitting in the temporary check-in room. She had no uniform or name tag, so I had to ask whether she worked there. I explained that the hotel felt unsafe and asked to cancel so we could stay at the other Marriott on the same property. I was told to contact Booking.com.

Because it was storming and my family had already been in the car for four hours, we reluctantly checked in. When Booking.com answered, the representative called the hotel twice, but no one answered. He emailed the hotel and said the refund could be processed once they responded. I asked the employee to check the email, but she said she did not know how.

The next morning, another employee could only communicate by typing into her phone and showing me translated messages. The language barrier itself was not the problem; the problem was that no one available could answer basic questions or handle the refund request. I was told the manager would arrive at 7:00 a.m., but by 7:20 there was still no manager and no resolution.

Signs were posted throughout the hotel apologizing for the construction noise and mess, yet our room was not discounted one bit. There was even a sign inside our room with earplugs saying, “We hope this helps with the noise.” If the construction is disruptive enough to require earplugs, guests should be clearly warned before booking and the rates should reflect the inconvenience.

The hallways and even our room had a strange, strong smell, possibly from paint or other construction materials. Most of the ice machines did not work, the floors near the elevators creaked badly, the elevators made disturbing noises, countertops had dried juice and residue on them, and the couch pillows were heavily stained. The entire front overhang was covered in plywood, the air-conditioning in our room worked poorly, and the property looked and felt like an active construction site.

The most serious concern happened during check-in. After taking our room keys, the employee leaned toward an unknown man and told him our room number without any explanation. Disclosing a guest’s room number to another person is a major security concern.

The room appeared reasonably clean, but nearly everything else felt neglected, disorganized, and unsafe. This hotel should not be accepting reservations without clearly warning guests about the major construction, noise, odors, limited services, closed entrance, and lack of available management. We paid full price for what was advertised as a functioning Marriott hotel, but what we experienced was an understaffed construction site with poor communication, inadequate security, and almost no customer service.

The room was the best part of the hotel. It seemed to be freshly renovated.