TownePlace Suites El Paso Airport

I stay in many Marriott's in my travels. The Towneplace Suites El Paso Airport is top notch! From the check-in with Evelyn to check-out with Thad, 21 night stay was fantastic. Four personnel really out did themselves making my stay the best I have had in a while. The housekeepers Nancy, Adriana, and Brittany were the bomb. My room was consistently attended. Chris, providing my breakfast made each morning pleasant. Overall though, every employee treated their guest like VIP's. It truly was an amazing stay. I highly recommend.

We were initially set up in room 126. The toilet did not function well. I had to jiggle the handle repeatedly to try to get to flush when we got there.. but I let it go because it was so late when we arrived and I very tired. Two out of the 3 pillows were flat so I did not get a good nights sleep. The next morning I had forgot about the toilet until my husband said he couldn’t flush the toilet. When I called the front desk to request assistance- the man who answered said he would look for a plunger and bring it to me. I said I am not fixing your toilet- you need someone to come fix this or provide an alternative solution. He moved us to room 225 - which I called down to let the front desk know there was no desk chair in the new room! That should have been a red flag!! The toilet worked in the new room but made weird noises when flushed. Another red flag but no problem- at least it worked.. until we tried to take a shower. I attempted to take a shower but the shower spewed cold shower so I got out and let the front desk know when leaving the hotel. Front desk said they would send maintenance to fix. When we came back- no note or message from the front desk to say it was not working so we thought it was good. This morning - shower was cold- still not fixed. The water ran warm at the tub faucet but when switching to shower it comes out cold. It was so cold I couldn’t finish my shower! Just like the day before! Although we were leaving I felt it was important to let management know- I was also livid. I called and spoke with Dora who initially expressed she was the manager until I explained the issue. Even when explaining the issues we had I felt little empathy- I was asked why we didn’t move when given an option- to which I replied I had.. but I went from broken toilets to broken shower! Then I was told the manager would have to fix the issue and wouldn’t be in until 10. I had to call the hotel to find out what happened at 11:50 as I did not hear from anyone about my issue. Dora told me for my dismal experience they would provide 2k points. I asked to speak with the manager but was told she was unavailable and would contact me. No response from the hotel I decided to contact their customer service- who agreed that the restitution afforded was not commiserate with the horrible experience provided. In fact Seth reflected more concern with the customer experience with the breakfast bar (as he did an excellent job on maintaining it) then those responsible for my room experience. Extremely disappointed in the experience that we are planning to find other lodging for our future visits to El Paso!

AWFUL! The worst is SARA at the front desk. If she can stop eating enough to help that would be helpful..but between her snacking she was always RUDE and unhelpful. Manager needs to tell Sar how to do her job and stop eating and help. Sara had no idea what an AMBASSADOR with Marriott was....awful, awful. Do not stay there. Its over prices and rooms are old. Our room always smelled like cigarettes. Towels were not clean. and tons of ants. NEVER GO THERE!!!!! The worst Marriott evern, and TRAIN SARA or fire her. Avoid this ..motel 6 is better! Its the rudeness of the front desk Sara, that is worse than the cigarettes!

I had the privilege of staying at this establishment for 60+ days for a TDY. Very courteous staff. The provided meals are nominal at best, not great, but sometimes absolutely terrible and undercooked. The snack bar is a bit overpriced. Housekeeping is sporadic at best. Not a whole lot of consistency. The washers cost $2/load, and the driers are $1 in quarters only. Staff has stated their management is looking to stop exchanging for quarters for the machines with no remedy. The machines are owned entirely by the property. The rooms are decent. Enough to do the job, I guess.