Hilton Garden Inn El Paso / University - El Paso, Texas

popette p

Calme , propre , literie confortable , chambres récentes "Hilton" . Resto et fast food a proximité .

Drtad Hazarvartian

From my first phone call, Ray at the front desk made me feel at home. When I asked questions about the property, he was knowledgeable and thorough. He’s the reason I booked this stay, and I’m very glad I did. The airport shuttle was a great service, and once I arrived at the property, Ray was ready to help. Despite my early arrival, he made sure I was settled in a room in a timely manner and arranged the shuttle back to the airport the following morning. The hotel was in a perfect location for my trip, with plenty of restaurants nearby. The property and rooms were in great shape and met the high standards I expect from the Hilton Garden Inn brand. I will definitely stay here again if I'm in the area.

Kimberly

We had quite a few problems with our stay this time but Ray was amazing and helped where he could. He's great with people, nice and is good at his job so he actually brought up the rating for service or it would have been much lower. I will say that although the lobby is nice and modern, the rooms are in desperate need of repair, cleaning and updating. The location is perfect but the hotel is in a sad state. You do have to pay for parking now through an app which is $10 per day which caught us by surprise. We paid for the breakfast with the rooms and it was awful so we ended up going elsewhere. Please Hilton, get this hotel back up to status.

Stacy A

Overpriced for what you get. Room AC is a wall an old timey wall unit that was barely getting room cool. Very basic room. Bar and food service in evening was closed due to “lack of staff”. Was staying here to be near my daughter in hospital which is a couple blocks away. Breakfast buffet was supposed to start at 6am. I had to be at the hospital by 6:30. I arrived and had to wait till 6:20 for it to be set out so I had to rush eating my eggs and biscuit (which was very good by the way). For $22..the breakfast buffet was sparse and lacking just like hotel. I was going to stay here for the next 4 days but checked out and will go to the Marriott down the road, which I know has the amenities they advertise as well as a caring, timely staff.

Lex Ca

Staff was overworked and overbooked. The first room offered had broken AC and concierge stated they couldn't change the room (initially).
Second room was fine (after requesting again) but one of the light switches was broken off.

No free Diamond member continental breakfast like every other Hilton in existence. Egregious $22 continental. Wanted to charge $10/day for parking (before pushing for free Diamond parking). Bartender had to do both concierge and bartending. Surcharges for every modification and food item.

Overall, stingy, apathetic management. Wouldn't stay again.

Lolita Star

Where to start!!…. The hotel itself has a good location, if one needs to be close to downtown or the university…. Other than that… it’s not worthy of the Hilton name…. The rooms are outdated, the staff are not that friendly….. we got there at night, weren’t told of the parking fee…. Yes there’s signs everywhere but in English, this is a border town with many Spanish speaking guests… I being one of them, one would imagine that with a price tag of over $150 parking would be included….. but because students of the university abuse the space, I can see the point to charging …BUT if one is a Hilton member, has gold or platinum status and has the Hilton card and are staying the hotel, maybe just maybe the parking could be included…… easily down with a voucher to input in the phone payment app.

So how it went: We arrive and head over to the front desk, young men very dry, not even a welcome, I say I have a reservation, and he proceeds to check me in….. then a man with a man bun (long hair) just puts 4 waters but doesn’t mention it’s ours…. I have to ask if they are ours…. I paid for the breakfast, but wasn’t even explained or mentioned the breakfast hours…. Just very poor front desk service…. Also no mention of the parking fee… I did mention I was in the handicap spot, but no mention of the payment needed to paid by my phone app (again what a bummer, if my parents came, they couldn’t pay over the phone, SO PLEASE CHANGE THAT, not everything has to be over the phone)…

The breakfast, for 25 bucks…. A buffet with only 4 hot entrees…. Seriously only 4….. it’s good but it should be complementary, (its no better than the complementary breakfast of la Quinta or Holiday in) Or fix it. Maybe add an omelette station, for it to be worth the $25 price tag. I did purchase room with breakfast included so I guess it was a deal, not a biggie but still an issue.

I usually go for Hilton or holiday inn, I have a disabled daughter and don’t like surprises in my stay, but this location will not be one of my faves…. It’s an ok hotel, but not Hilton worthy.

Bottom line,

The Ugly: outdated, not good costumer service attention, CHARGES FOR PARKING, no breakfast included, very limited paid buffet. I attached pics of the outdated issues.

Good points: good location, the little food they have tastes good, clean rooms, pet friendly.

Conclusion: Holiday in has better rooms and breakfast included, with no parking fee. Not a bad hotel but there’s way better at this price range.

Just Jac

While driving from Phoenix to Houston, we decided to stop in El Paso for the night. This location was in the heart of UTEP, but that was ok.
The room was good, shower good but could use better curtains to keep water from going all over the floor. The rack in the shower should be removed as it prevented the curtain from closing properly.
Walking through the lobby, after checking in, the staff never acknowledged us as they were engulfed in their own conversations. Never asked if we needed anything, how things were going, etc.
Other than the above, the stay was good.

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Positive: This hotel was terrific. Great location next to UTEP, a 6 minute drive downtown, free parking but things in walking distance, unique southwestern decor, nice outdoor pool, good AC, and a spacious lobby with tons of seating area inside and outside. Negative: Hard pressed to find any negatives. The only thing I can think of is that the walls seemed a bit thin. I don?t think it was an issue for me as I think I didn?t have neighbors for the bulk of my stay but the one day I definitely did, I could hear.