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at the Embassy Suites by Hilton El Paso
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Poor Customer Service
Feb 18th, 2021
Very disappointed in the customer service of this hotel. I called to extend an already existing reservation and was told it was not possible. I would have to pay a substantially higher rate for adding a single night, which would be considered seperate (even though my room would not be changed). I was passed around numerous times by various associates who repeatedly said the "next individual" would have the ability to help me. Additionally, I was then told they could "easily fill the rooms" and that I could cancel my current reservation if I so chose by Laura. It seems like profits take precedence over assisting an already reserved guest. TRIPADVISOR.COM USER
Excellent service and big rooms...
Nov 28th, 2020
I stayed here on business and found the place to have everything that I need in a hotel stay. Big rooms, fast free wifi and good location. The mattress on the bed had a slant to it, but the pillows were excellent. The front desk staff were at all times, friendly and professional. Would definitely recommend. TRIPADVISOR.COM USER
Gina at the front desk
Nov 12th, 2020
Gina at the front desk is the most unprofessional, disrespectful face of a business I've ever seen. I just arrived after several long flights to bury a family member, to be told that there was still a balance on the account, after calling the front desk earlier that day, giving them the credit information, and card being charged. Gina said that there was nothing that she could do, and asked if I had a car to sleep in, and took back the courtesy bag that she had just given me. Do not waste your money here, unless you want to be treated with disrespect. TRIPADVISOR.COM USER
Will try again
Oct 18th, 2020
Left to the Hotel the wife and I to get away from it all for a couple of days and it was really well of a choice. Can’t complain except with this COVID situation, rules and regulations made employees more rude. It was hard for them to attend us and they made COVID the excuse. Other than that. The rooms were pleasant and we had a great night. I would do it again. Thank you and just be cheerful about having a job employees. TRIPADVISOR.COM USER
Somewhat disappointed but some positives
Oct 10th, 2020
This was a mix bag hotel on our trip across the country. There are some bright spots as they are doing a happy hour which many Embassy Suites aren't. They also had my diamond member snacks in the room which is nice and rare. The breakfast was not made to order and you were limited to one selection on a list (each selection has a few items). I do expect an unlimited breakfast when I stay at Embassy so that was disappointing and the worst breakfast at the 4 embassy suites we've stayed at. The thermostat sucked and needs to be replaced. I set our room to 68 and it never went below 72. They appear to have an occupancy sensor so unless there is movement at night it doesn't trigger. The room had dirty pillowcases with lipstick on one so I changed all the sheets as a safety precaution. Smallest elevators I've ever seen and was difficult with two kids in strollers. There is an IHOP next door if their breakfast doesn't fill you up. I'll stay someplace else next time. TRIPADVISOR.COM USER
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