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El Paso Residence Inn by Marriott

3.0 out of 5.0

Recent guest reviews

the weather was not very good for Spring Break here in El Paso so i decided we would stay the night here some swimming in their indoor pool. it was a nice stay for a little stay-cation! the room had a full size fridge, full size stove and even a dishwasher!! Bed was comfortable and room was clean. There was even a full size BBQ grill outside the pool area for use if you wanted to grill some meat!

I had a horrible customer service experience during my check-in at this property. Cassandra was the front desk attendant who demonstrated the most unprofessional, combative, insulting, and down right mean attitude towards me and my family at check-in. I’ve traveled the world for work and pleasure, and often travelers use 3rd party sites for savings and guest reviews when booking hotels, especially in unsafe or unfamiliar areas. I booked through Priceline for this reservation and the it stated the room would be available at check-in, which I’ve experienced hundreds of times. However, this time was different. UNLIKE EVERY other instance where the room was chosen upon check-in, Cassandra refused to give us 2-beds. She insisted that we booked a single, so I suggested that we would gladly pay the difference. We had been driving for 10 hours and just needed 2 beds, and said let’s do whatever we need to just get a room and get to sleep! She literally crossed her hands and scolded me like a 5th grader saying, “well that’s what you get for booking through Priceline, that’s why you should have booked through us directly.” I was floored! I had never been scolded for 3rd party bookings! Here I was standing in the lobby, in front of this angry front desk clerk at a hotel that already had $135 dollars of our money, and THEY HAD THE ROOMS WITH 2 BEDS THAT I WANTWD AVAILABLE, and Cassandra refused to offer ANY help whatsoever. She refused to upgrade me to 2 beds (remember I was happy to pay anything at this point), refused to give me a refund, never mentioned that the couch in the living room could be used as a solution, and basically left me there to figure it out on my own. I called Priceline and they helped me get a refund, but I had to do that on my own. Cassandra then refused to give me the GM’s name or email address, or the Marriott corporate number. I left and called her to ask for email address of her GM again, and she just hung up the phone. She hung up the phone on me several times, purposely gave me the wrong email address for the manager, and when I asked for an 1800 number for Marriott she said go find it yourself and hung up again. So, I booked a room at the Comfort Inn down the street (very nice, clean, friendly, and affordable). I did end up googling the Marriott corporate number and they said they were going to address this with the local team and would be in touch, we’ll see! I’ll update this review after I’ve been contacted. I rarely post reviews or call corporate but I did this because as a CEO/business owner I would want to know if my employees are acting in such an unfavorable manner with my customers. I can honestly say I all of my travels, and I spent 40 weeks on the road per year for a long time, I have never met a hospitality professional so rude, combative, and unwilling to help a paying customer find solutions to challenges that arise. >> I just noticed this Cassandra has ruined the Marriott brand for other customers too!! How do people like this keep their jobs?

I recently completed a month long stay at this Residence Inn. I arrived early in the morning on the day that my reservation started (January 2,2018). I had traveled about 10 hours from the DFW area. I left on the afternoon of January 1st to be sure that I could make the trip successfully to El Paso. The weather was not especially cooperative. There was ice from Abilene onward with freezing fog near Van Horn. I was determine to continue on to El Paso as long s the roads did not become Impassable. Arriving at the hotel after midnight, I inquired at the front desk if it would be possible to check in early or if that would be a problem. I was told by the front desk that was not a problem, but was never informed that I would be charged an entire extra night. I checked in about 12:30am. I checked out about 2:30am on Saturday and was required to pay for 33 nights instead of my reserved 32. The front desk person at check out (Cassandra) was rude ( I have never treated in such fashion by an employee at any Marriott property) and refused to discuss the extra night charge or the fact that the hotel had added taxes to my hotel bill for the stay. Cassandra refused to correct the overcharge and told me that only applied to nights after 30 consecutive days. I informed her that it applies to all nights retroactively once the 30 day stay had been met. She said that she was not going to argue the fact and refused to remove the tax charges or to contact Marriott central reservations. She did state that she would bring it to the manager's attention later and he would be in contact with me. That never occurred. I also flew back to Dallas every weekend, so I was not even present at the hotel on Saturdays or Sundays. I did notice that the maid service cleaned the room while I was gone on the weekend. However, they failed to put clean sheets on the bed. They just made up the beds with the dirty sheets. I noticed that the same stains where present on the sheets after the second weekend. So I slept on the same sheets for two and one half weeks. I informed the front desk of this fact and requested that the linens be changed the next weekend while I was out of the hotel. Success. The sheets had been changed when I returned after the third weekend and were changed on next weekend. So that is two changes of sheets during a month long stay. I have stayed with other Marriott Residence Inns and was pleased with the accommodations and service. However, when I return to work in El Paso, I will not be staying with this Marriott property. Disappointing!

I usually choose to stay at this chain because of their predictable accommodations. They do vary by location but never radically. This location was the exception. It was just sad. The lighting is dim in the hallways and room. The furniture is dated with a very soft mattress that is in need of replacement. The kitchen area had 1 fork and barely any utensils to cook. The refrigerator leaked water into the refrigerator and onto the floor (gross). The first floor stair exterior door did not lock and had a sign proclaiming that it was broken and therefore, open to anyone off the street. It stayed broken my entire stay which made me feel very unsafe staying on the first floor near the door. After staying here, I wondered how often Marriott inspects its properties.

When we are in El Paso we always stay at Residence Inn Marriott on Gateway . This stay during a Thanksgiving holiday was a home away from home. The management is friendly and attentive. The rooms are clean. We enjoyed breakfast every morning. We look forward to returning when in El Paso.

Love this place with the suites they have that have a kitchen. Staff here are great especially Lulu. I have stayed here continuously for the past 5 weeks and will stay here for the long tem. Location is also good.

Clean, friendly service and easy to get to. Bed was comfortable as was the couch & chair. Front desk staff were very helpful. Gave us an excellent recommendation for dinner and we were able to walk to the restaurant. Breakfast was typical of Residence Inns. There was a lot of table space to eat at but the actual food serving area was a little tight for more than 5 or 6 people at a time. Internet was fast and easy to use. My only complaint - our room was on the back side of the hotel and looked straight into a white block wall. I didn't know enough to ask for one on the front of the hotel. Less than a 10 min drive from downtown or the airport.

This is a Residence Inn, but it is showing its age. I would have given 3.5 stars if it was available. Another downside is that they do not have a shuttle service to the airport although it is about 10 minutes from it. Nothing to write home about other than you are staying in an apartment instead of a typical hotel room.

This hotel is fabulous. We've stayed here in the past & loved it. NORMA at the front desk is SO nice & SO accommodating. Also the night front desk girl Isabel was very kind & helpful. Check-in was a breeze and our 2br suite was very comfortable & clean. The entire place; bathrooms, bedrooms-linens & LR were spotless. The beds are VERY comfortable. Plenty of outlets on both sides of the bed, great AC, Very good wi-fi reception! a big + .. Also a short 5 min walk to the Mall & a 2 minute walk to Walgreens & Taco Cabana.

Logging onto the Internet it allowed my room info to be input for the Premium Connection, but logged me out repeatedly after only two minutes each time. After 15 minutes on tech support call, they finally cleared the access port and the connection was marginal - although I missed all but two pitches of the critical ninth inning of my baseball game. Screen freezing due to no data connection. The same issue came up in the morning connecting to the internet with a second device. In addition, the drain was so slow in the shower, the water level topped my ankle bones by the end of my shower. Never again at this location - and I understand the Courtyard nearby is just as bad. By the way, I am a Lifetime Platinum member so criticism of my comments by management holds no water.

6355 Gateway Blvd W El Paso TX

Hotel highlights

  • Free buffet breakfast
  • Free WiFi in rooms and public areas
  • Free parking
  • Indoor pool

Within a short walk of Bassett Place, El Paso Residence Inn by Marriott is within 2 miles (3 km) of Gene Roddenberry Planetarium. This 96-room, 3-star hotel has free breakfast, an indoor pool, and free in-room WiFi. It's near the airport and also close to El Paso Zoo and Cielo Vista Mall.


Dining

Free buffet breakfast is served each morning from 6:30 AM to 9:30 AM. For a nice break, mingle with other guests at the free manager's reception.


Rooms

All 96 air-conditioned accommodations feature kitchens and space to spread out with sitting areas. Flat-screen TVs come with satellite channels, and guests can stay connected with free WiFi. Bathrooms offer hair dryers and free toiletries. Sofa beds, coffee makers, and phones are also standard.


Property features

Guests of El Paso Residence Inn by Marriott have access to an indoor pool, a fitness center, and a spa tub. Free parking is available if you drive. The 24-hour front desk has multilingual staff ready to assist with dry cleaning/laundry and securing valuables. Additional amenities include free WiFi in public areas, conference space, and a business center.

Reviews from Trip Advisor

Trip Advisor aggregated rating

76.0% of guests recommend this hotel

Total of 156 reviews