DoubleTree by Hilton El Paso Downtown

We had such high hopes to be able to explore El Paso and stay at this hotel. It was a mess upon check in. We were told it’s $18 to stay per night for parking and the only option was a small crowded garage that was so ghetto you are told take a ticket (the machine is out of order) and not to put the hotel card or any credit card in but to push help for exit so the front desk can let you out. We went to our room that had zero hand soap, looked outdated and was 78 degrees on a 100 degree day in Texas. We turned down the A/C unit…..and it never lowered. By midnight, we couldn’t sleep in the almost 80 degree room with our two small children. Utter misery. I finally went downstairs to see if we could change rooms and that was one good thing. There’s a small cafe with items for purchase that’s only open in the morning so it does nothing for the customers who are staying for the evening. The restaurant downstairs is pricey and not worth it. There’s not much within walking distance as advertised on the hotel website. This was a complete waste of a stay and we will NEVER stay again. 100 percent do not recommend.

We had several issues being locked out constantly of our room since the lock on our door was poorly maintained and malfunctioning. Everytime we went to our room on the 13th floor we would have to go back to the lobby to get our key recoded. The room was dirty with stains on the carpet, the bathroom floor, there was mold above the sink and on the lamps were covered in dust. We tried to go to the pool, but the pool was extremely cold, very dirty and had several towels and other debris floating in it and on the bottom. It is not a good place to bring kids who want to swim and not safe to swim in that water.

Just 1 night but room was very nice and comfy took my family to ball game down the street.

Checked in at 1 am after a long drive. No one suggested there was any problem. I was given room keys and told where to park. Unloaded car, unloaded two teens. Got to room. Discovered one king bed, no space for a rollaway, no place for one of us to sleep. At all. And the world’s most obnoxiously loud air conditioner vent. Went back down to the front desk and was told that was all they had available. No explanation of why I was not told about this until I had unloaded kids and luggage. Just too tired to reload the kids and the luggage and go elsewhere. No one will get any decent sleep, especially not the teenager sleeping on a very short, very uncomfortable chaise. But the ac vent is so loud that really no one will sleep. I assume we got stuck with this room because a half-dozen other parties rejected it due to the broken, noisy AC. The person at the front desk—who make this so much worse by not disclosing that we weren’t getting what I paid for—had little to say beyond insisting it wasn’t her fault. I pointed out at least six times that they had taken my money and then given what I had paid for to someone else before she even suggested possibly reimbursement of any kind. This is just a mess. Not what I expected from a Hilton brand.

I stayed one night with my two kids and my mother, I asked for a room with a fridge and microwave, and didn't get it. The shower was too hot I was unable to bathe my kids. Also I asked for extra shampoo and they never brought it up.