Extended Stay America - El Paso - West

Booked a room and room was paid for upfront. We were driving in late. We live about 6 hours away. Once we got there to check in, the front desk informed us they had booked the room to someone else because we took to long to show up. How can they give the room to someone else when it was already paid for.
Due to it being late and from driving so far we slept in our car last night.

Manager is threatening and disorderly, Dave i think his name is. Gonna have to contact corporate about this little fella, so he called me one day to remove some weed I had in my room (which i have a prescription) but being virtuous since it isn’t my room, I removed it. A few days later all the drawers were opened in my room, obviously someone was searching. I then reported this on a survey then the manager called me very upset threatening to kick me out because they opened my drawers when I wasn’t there. Very unacceptable, unprofessional and inappropriate.my company does a lot of business here and we will be taking it elsewhere

This was a very last minute reservation, and I understand that we booked the last room for the night so our options were limited. However, I was very disappointed with how many defects I found from the room considering the price of the room was over $100 after tax.

You can see from the video that our door’s key card lock never worked. Unless locked from the inside with the separate door lock, anyone could simply push the door open. I tried multiple times to push or pull the door hard enough for the door knob to fully click in place, but it never did.

Next, the sink was clogged. After washing my hands once in the bathroom, the water never drained. The furniture in the restroom in general was tattered and worn. My impression is this room hasn’t been properly maintained and is probably the last room checked in on purpose.

The tipping point was calling the general manager to talk about accommodating me for the poor conditions of the room. I was given a business card with his number to call, but the number simply took me to the front desk. After calling and talking with the front desk, I was promised the manager would call me the next day in the morning. Surprise, he never did.

My one positive comment is the people at the front desk were kind. I understood they couldn’t do more for us other than say sorry.

This place might have other rooms up to decent motel standards, but from my impression of where I stayed, I would say this place is not safe, extremely dated, and crazy over priced considering the conditions

Good hotel with full kitchen, stove, refrigerator, microwave, desks, clean and safe, at night they close the doors. The breakfast they offer is coffee, biscuits and bread.

I got a queen suite and it was like a little apartment. It felt used but everything was clean. The bed was hard and the towels were a little rough. It was a good deal. Check in went OK but the gal like, instantly forgot she had offered me kitchen utensils. I had told her I was going to go set my things down in the room and that I would be right back for the plates, utensils, and toaster. When I came back she had zero look of recognition. I had to remind her why I was there and what I needed.
That night I was awoken at 2am to a loud party that lasted for about 20 mins.
That's about it.

- Would stay here again.
- Slept like log.
- Room was very clean, freshly painted but there was a very slight odor (not moldy), that cleared up quickly by turning on AC.
- Internet, two levels, free and premium, free was (13 down, 5 up) Mbps.
- Room Had Small Microwave, Stove, Sink, Full Size Fridge, no Utensils or dishware.
- Laundy available, accepted CC's.
- Full size table that I was able to use as desk.
- Coffee and packaged oatmeal available in lobby in morning.
- Hallways were a little rough, not terrible.
- Good deal for $85.66 room and tax via expedia.

Had a very unpleasant experience at this location. The manager with the name of David doesn’t know how to treat people with respect and has no management skills. We had a certified animal declared at the time of check in and the employee who checked me in said I did not need to pay a fee for her. 7 nights into our stay they locked us our room for having an “unannounced pet”. I asked the manager to call the employee who checked me in to verify that I did declare her, or to check the surveillance cameras and he refused to and said that he didn’t need to do anything and that he was present at the time of check in and that he didn’t recall me declaring her. (This was after 7 nights of me taking my dog out multiple times a day through the front lobby and inside the front desk to ask questions) He then said that they would charge me $180 and to voluntarily pay or he would have me removed and that I had 10 minutes to pay. My only reply was that I would take a phone call and be right back which didn’t even take 10 minutes. When I walked back inside he had already charged my account without my authorization so I simply asked for a working key since he had already charged me. He said he was going to have me removed anyway. He called the cops and I patiently waited for them; I told them my side of the story, the manager told them his. I was fully cooperating with them and the cops were very understanding and polite. Unfortunately there wasn’t much they could do since the manager wanted me off the premises and it is private property, and by that time I really didn’t want to be there anyway. I was essentially kicked out without a refund and I had paid for 16 nights in advance (only 7 were used). I kept my calm during the entire situation even when the manager got hostile and began threatening me to have me removed. This literally left us with no place to stay and we had to find a new hotel that same day which was not easy and took the entire day. This has unfortunately made us take legal action, and complaints have been made to headquarters and the FTC as well. We hope this information gets to headquarters fast so that new guests don’t have to experience a similar situation.

Sheets were dirty, bathroom was dirty, the fridge was disgustingly dirty. The room had a putrid smell. Management is horrible and won’t budge for any accommodations. The manager is extremely rude and very unprofessional. Never staying here again. Would rate lower if I could.

This is my second time staying at this hotel. I had reservations for this hotel for a family trip to California and back. On our way out of Texas we arrived at 10pm. The whole place smelled like mildew and Marijuana. The pull out bed was filthy and full of food trash. Other than that, not too bad. We were too tired from driving to say anything that night but mentioned it in the morning. On our way back in to texas we called the manager and asked him to double check the cleanliness of the room. He assured us he would. We got the exact same room and although the pull out was clean there was hair in the sheets of the bed and the bathroom had not been cleaned very well. When we asked for a different room we were told no and that the manager had checked the room and it was fine. When we asked if someone could touch up the dirty bathroom we were told no one was available. Overall, an unsatisfactory experience. I would not recommend this place to anyone.

It's was nice and had a lot of room and nice people and you have to walk up early to get the breakfast because it's like hot dogs

This place is disgusting and very dirty and if you want an entra pillow or towel you need to go to the front desk to get them then what’s the purpose of the phone? NEVER STAYING HERE AGAIN

I really enjoyed my stay at this hotel! I reserved a single room with a queen bed. The room was clean and spacious. I felt comfortable and it was quiet. There was some traffic noise but I didn't hear any other guests unless they were walking by the door. It is an older building but I think they are renovating the rooms. Mine seemed to have been spruced up. The front desk staff were great and very helpful. There was a bit of a learning curve with the TV but it was explained by the front desk so once that was done, I was able to watch it when I was in the room.

The issue was (10pm) the room to the left of us had a kid and the kids was beating on the wall, crying, yelling and parents not doing anything for over an hour, front desk took care of that. Time 1 am room to the left came there drunk. They were fighting, yelling, and loud music for over 2 hours. Front desk went to them 3 times, still didn't completely stop. So we got no sleep. In the morning I went down to ask for the second night to be cancelled due to the issues we had and the guy was very rude and asked me to leave the office. He stated I was barking orders at hima s if I'm a dog. All I asked was for him to contact the manager to get it taken care of. He wouldn't and I saw him getting upset. Get back to the room and the manager called with an attitude before even hearing what we went through. The room are great, night staff was awesome and tried to help with the issues. The assistant manager and general manager should work in customer service at all. They have no empathy for there customer.

We forgot two new Nike backpacks with shoes and gear inside, since we were on a hurry to catch the flight. Coming back to claim, the hotel manager spoke so rudely and he rose a voice saying that they threw them away. I tried to explain to him but he couldn’t give me time until I left, but once I was at the door, he called me back after the lady who is a janitor told him that she took the bags with her and she was gonna bring them the next day. I was shocked how the manager talks to PEOPLE OF COLOR.
I ain’t coming back!

First time staying here and the experience was great we book the 2 bed suite and the room was very spacious staff was friendly and the location is very easy to get in and out.