Holiday Inn El Paso West

Holiday Inn El Paso West - Sunland Park

United States , El Paso - TX
EL PASO, 900 Sunland Park Drive
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100 reviews shown

6/10

Pleasant

27 Jun 2026

Silvia

For the price we could’ve stayed somewhere else with breakfast included. The beds were ok. Bathroom was dirty. Idk for being a holiday inn the only nice and modern place was the reception area and dining area.

Family_with_children

10/10

Exceptional

27 Jun 2026

Rosalinda

It was vey clean. There were several places to eat and shop. Enjoyed the stay.

Partner

6/10

Pleasant

27 Jun 2026

Cheryl

The breakfast was good but no jellies and the room was ok, the bed was to hard for me but the one thing that was bad was how loud the air conditioner wss

Partner

10/10

Exceptional

26 Jun 2026

Olivia Shaker

Breakfast was great. Staff was friendly.

Self

8/10

Excellent

25 Jun 2026

Sandra

The suite was very clean and nice. The staff is very friendly and our free breakfast was good, except when I ordered, my eggs were supposed to be over easy and the chef scrambled them instead. The waiter had him remake the eggs correctly.

The other problem we had was the TV downstairs wasn’t working and they got somebody to our suite to look into it. He got it so we could watch it, but the guide, so we could see what was available, never did work during our stay.

Then, on the day we checked out, the outlet by the bathroom mirror didn’t work. I tried to push the reset button but it looked like a piece was missing from the outlet to do that.

Partner

4/10

Poor

24 Jun 2026

Richard

Had 2 live bugs on the carpet which looked like it needed to be vacuumed. Toilet had stain marks.

Partner

8/10

Excellent

23 Jun 2026

Richard

Nothing

10/10

Exceptional

23 Jun 2026

Karla

Loved the stay, always a awesome experience to stay here with my family.

Pet

2/10

Poor

23 Jun 2026

Katherine

Booked my room for 2 days. Room number 3101 to be exact. I drove from Hobbs to El Paso, as I walked in I was greeted and the lobby was nice. They gave me my room key and I proceeded to walk in the room. NOTHING FROM THE PICTURES!!! as I lay on the bed, I killed about 3 mosquitoes.. heard some buzzing and killed about 4 flies, now at that point I decided to inspect the bed, as i pulled the sheets, the housekeepers did not change the sheets or even tucked it in properly, how do I know? I found 3 strands of pubic hair laying on the sheets. I called front desk immediately! They seemed unamused! I requested another room, they couldn't, because they were full!.. at 9pm in the night, they want to send a housekeeper to clean the room, my question to them was, if they they did it good the first time, they won't have to come a second time to fix it correct?. I wrapped the pillow with my towel, and slept with long sleeves n long pants so that my skin won't touch anything. Continued inspecting the room, stains on the couches, stains on the lamp shades. The next morning they came and cleaned the room, but the damage was done. I left the very next day n slept in my own bed. I suffered a financial loss, but better safe than sorry. When I handed the guy at the front desk the key card, he was UNBOTHERED!!! And he was the one I spoke to over the phon

Self

10/10

Exceptional

22 Jun 2026

Denise

We like that it was very clean. The beds were very comfortable. Woke up with no hurting back or neck. I would recommend those beds and pillows.

Partner

2/10

Poor

22 Jun 2026

Victor

I had horrible experience. I didn't even get the room I booked in advance a week. Still haven't gotten my deposit neither.

Partner

4/10

Poor

21 Jun 2026

Ernesto

Aparte mi habitación y terminaron dándome la que ellos quisieron y no me gustó eso por parte de ellos porque no estuve nada agusto y el trato por parte de ellos pesimo..la verdad no vuelvo a ese hotel

Family_with_children

10/10

Exceptional

20 Jun 2026

Laura

La habitación muy limpia y el personal que nos atendió muy amable

Partner

4/10

Poor

20 Jun 2026

Amanda

The carpet in the room was not that clean and had stains, the shower was cracked and falling apart, the water pressure in the shower was horrible. The staff was very pleasant and helpful but will not stay here again due to the cleanliness and water.

Family_with_children

10/10

Exceptional

19 Jun 2026

Julieta

It was a great experience
Thanks

Family

8/10

Excellent

17 Jun 2026

Jeremy

Nice quiet chill pool area

Family_with_children

10/10

Exceptional

15 Jun 2026

Silvia

The hotel is very well-maintained and clean. The only thing is that the room was missing a large mirror, which it was supposed to have, as shown in the hotel photos.

Partner

2/10

Poor

15 Jun 2026

Clarissa

The gentleman that checked us in lacked customer service and was rude to me and my family. There was an issue with our room, but didn’t even apologize for the inconvenience.

Family_with_children

2/10

Poor

15 Jun 2026

Samuel

Too many pigeons in the pool

Family

10/10

Exceptional

14 Jun 2026

Miriam

Love it, but to be perfect I would like to have breakfast included

Friends_and_family Family

10/10

Exceptional

13 Jun 2026

Gerardo

“Everything was great! Clean rooms, friendly staff, and a very pleasant stay. I enjoyed my time here and would definitely come back.”

Pet

4/10

Poor

08 Jun 2026

Richeal

Floors were disgusting. Toilet seat was peeling, tub wouldn’t drain. Smelled like mildew. For the price we paid this was unacceptable.

Friends_and_family Family

4/10

Poor

08 Jun 2026

Ellee

Room was dirty and the walls were extremely thin. Even people just having conversations outside seemed loud and the ice dispenser near my room was incredibly noisy all night.

Self

8/10

Excellent

07 Jun 2026

Noah

Overall, for the price we paid it was a solid hotel. But, a few things. The cable was not working in the room, and while I did alert them, it was not fixed. They offered me a different room, but I had already unpacked and chose to just watch TV on my phone instead.

Some stains on the carpet and weird murky standing water near the steps, but otherwise decent. Also, had a few little bugs in the bathroom.

Like I said, $200ish for two nights was good enough for me. But, just wish it was a bit cleaner and had TV in my room.

Partner

4/10

Poor

07 Jun 2026

Vanessa

Room was very dirty :( the walls had feet marks on them . The shower had dry boogers or something that looked like it. I was very disappointed sometimes people choose these hotels because of the names but honestly they are no better than a run down motel 6or super 8 the carpet were full of stains and missing base boards .. never again will I stay at this location.

Family_with_children

10/10

Exceptional

05 Jun 2026

Kathy

Everything was great. We'll stay again!

Friends_and_family Family

10/10

Exceptional

03 Jun 2026

Myah

Front desk was amazing to us and helped us with any concerns we had .

10/10

Exceptional

02 Jun 2026

Melissa

I really enjoyed my stay . Staff was very nice and friendly. And the room was very clean

Partner

4/10

Poor

31 May 2026

Amber

We usually stay at this hotel when in El Paso and have never had any issues until this most recent trip. This time we arrived around 11:30pm. Upon arriving we checked in, got our keys and headed to our room. After unloading the car we went to our assigned room to find the keys didn't work. Went up to the front desk and he said it was a mistake that he had forgotten the room had already been assigned. So then he need to physically check another room before being able to get us in there. He said its good to go so we take our stuff up the stairs to the room. After a short while we find that the bathroom does not flush. Seeing as we just got in from a long trip and it was midnight we called the front desk and had to be switched to another room. This time the receptionist was much nicer even apologizing and told me he would be comping enough points for a one night stay onto my IHG account. I more than appreciated that, considering the inconvenience after arriving to town. However, it has been a week since we checked out and the points were never added. Normally a great hotel but disappointed that on top of the mishaps, word wasn't kept on at least giving us those IHG points.

Partner

10/10

Exceptional

30 May 2026

Salvador

Excellent room and hotel was so much nicer then expected, the staff were great ice cold ac great shower. Would stay there again

Partner

8/10

Excellent

30 May 2026

Charron

There's not really much, I can say.
I wasn't there that long, i basically shower and slept. But it was a beautiful hotel. I didn't care too much for the maze of trying to find my room. Hahaha But I would stay there again.
Thank you 😊

Self

6/10

Pleasant

29 May 2026

Susana

Partner

10/10

Exceptional

28 May 2026

humberto

Room was clean
Excellent service

Family

10/10

Exceptional

26 May 2026

April L

Clean room and quiet. Comfortable bed.

Self

10/10

Exceptional

25 May 2026

David

The staff were great. The only issue was the hot tub did not work. I would stay again.

8/10

Excellent

24 May 2026

Mijia

no elevators

10/10

Exceptional

24 May 2026

alani

Very nice

Partner

8/10

Excellent

24 May 2026

Laura

First time staying there the staff was so friendly and welcoming, they also had a beautiful bar, area close to everything nearby, bedrooms were clean the only thing I didn't like was the carpet was very out of date I wish they would remove them. But overall great place to stay

Friends_and_family Friends

6/10

Pleasant

24 May 2026

Angelo

Our room was not cleaned for 2 consecutive days.

Family

10/10

Exceptional

23 May 2026

Richard

Will visit again.

Partner

10/10

Exceptional

20 May 2026

Daniela

I truly enjoyed stay here and although I can’t remember the staffs name they were super sweet. I’ll be staying here again

10/10

Exceptional

18 May 2026

Jason

Staff was amazing. Helpful and very cheerful. Made our stay great

Friends_and_family Family

6/10

Pleasant

14 May 2026

Efren

No contental breakfast

Partner

8/10

Excellent

13 May 2026

Miriam

Clean room great staff

Partner

10/10

Exceptional

12 May 2026

Brian

Angela upfront at the reception area was absolutely hands-down, caring, professional, and made me feel so incredibly welcome! Going through a difficult time with my mother, she understood and assisted me in every way possible. The room was excellent and felt safe having my car in their parking lot. It’s my preferred place to stay when in El Paso.

Partner

10/10

Exceptional

12 May 2026

Ana

Our shirt stay was for a BTS concert and the staff was helpful, they were very busy and still were expedient.

Family

6/10

Pleasant

12 May 2026

Sophia

Lobby was really nice. Although, I was quite annoyed that the staff put me in a room where the elevator doesn’t work and I had little ones. Was a lot trying to haul stuff up the stairs with a toddler. Also. The rooms didn’t look very clean. Bath tub was kind of ehhh. Definitely could use some updates.

10/10

Exceptional

12 May 2026

Juliette

Nice hotel to stay at! Staff was also very nice and helpful!

Friends

10/10

Exceptional

12 May 2026

Ngoc Bich

Great stay

Friends

10/10

Exceptional

12 May 2026

Merlinda

Staff were friendly and ready to assistant with anything needed. Beds were super comfy and all was clean. Definitely staying again

Friends_and_family Family

2/10

Poor

12 May 2026

Robert

Didn't look anything like the photos on the web. The carpet on the floor was horrible. The staff was nice about the refund though.

Family

4/10

Poor

11 May 2026

Monica

The carpet had a lot of stains, it looked dirty. the room itself needs a lot of repairs and upgrades.

Family

10/10

Exceptional

10 May 2026

Mario

Great little hotel. The place was clean and amenities were nice.

Friends_and_family Family

10/10

Exceptional

10 May 2026

Desna

The room was clean, the laundry room was very convenient since it was in the same building. The layout of the buildings was a little confusing. The front desk girl who checked me in was the nicest!

Friends

4/10

Poor

09 May 2026

Lauren

Chxh

8/10

Excellent

09 May 2026

Dion

This is a unique property that we mostly enjoyed. The staff was accommodating, but the breakfast that you have to pay for is extremely limited. The hot tub was down most of our stay, while the \"heated\" pool was freezing and that was the main reason I booked this property. Also, there are no elevators in the villas, so definitely make sure you're accommodated with any disabilities.

Family

10/10

Exceptional

08 May 2026

Ryan

Friendly staff, clean room, good breakfast options. Only bad thing was i have a bad back, was on the 2nd floor, and the elevator didn't work

Friends_and_family Family

2/10

Poor

06 May 2026

Kathryn

I am writing to formally express my extreme dissatisfaction with my recent stay at the Holiday Inn El Paso West - Sunland Park. My experience was plagued by unacceptable room conditions and a severe lack of professional customer service, both of which fall far below IHG’s advertised standards.
1. Substandard Room Conditions (Bi-Level Room)
Upon checking in, we discovered that our room was in a state of neglect. Specific issues included:
• Hygiene: The carpets and walls were visibly dirty, and the shower had not been properly sanitized.
• Maintenance: The downstairs television would not power on, and the water pressure in the shower was extremely weak with no hot water available.
• Safety/Security: The sliding door was stuck and could not be closed or locked properly, which is a significant security concern.
• Service Failure: Despite calling to report these issues, no one was sent to assist us, and housekeeping failed to clean our room entirely during our stay.
2. Professional Misconduct & Service Failure
The most distressing part of our stay occurred at 1:30 AM on May 4th 2026. After returning from a concert, our key cards failed to unlock the gate to our room.
I called the front desk to request assistance, as we were carrying food and were exhausted from walking. The only male staff member at the front deskon duty was incredibly rude and dismissive.

Family

4/10

Poor

06 May 2026

Jose

Hot tub was not available, everything was outdated in the room. Had giant roaches crawling around. The pool was FREEZING and not even swimable. For the price I paid, this was not worth it at all. I stay in a hotel in El Paso twice a year and this was definitely the worst one so far

10/10

Exceptional

06 May 2026

Lupita

It was a great staying
I felt very safe at all the times and the staff was great!!

Friends_and_family Family

10/10

Exceptional

05 May 2026

Devonya

First off, we went during the BTS El Paso concert weekend. I had anxiety all week once I heard people's reservations at other hotels were being cancelled. Thankfully, my reservation at this hotel was still being honored. Check In for me was very fast; I got my room keys in about 5 minutes. The property is pretty big with winding pathways but they provided us with a map so we could try to find our way.

The room was spacious and clean. The refrigerator was cold and the bed was comfortable. The staff was great; very friendly and helpful. I really saw no issues with the room. The closet doors were off the hinges but other than that, the place was great. I'd stay here again when in El Paso.

Family

10/10

Exceptional

04 May 2026

Idalia

Todo genial la mejor atencion y muy limpio👌👌

Friends_and_family Family

10/10

Exceptional

04 May 2026

Lani

Excellent service and food!

Friends_and_family Friends

8/10

Excellent

04 May 2026

Marco

Everything perfect, except one detail with the breakfast during check out day, we were notified that that last breakfast was not included, even when in the reservation was confirmed its inclusion. Never happened this situation before on any of the places I have stayed through Hotels.com

Partner

6/10

Pleasant

03 May 2026

Casey

One of the front desk ladies was very helpful and kind. Everyone else we spoke to was less than helpful. We had to ask for more towels several times. They were finally delivered hours later at 1:30 in the morning with a jarring knock on the door.

Friends

6/10

Pleasant

02 May 2026

Laura

The room was okay stuff at check-in was good stuff at checkout was horrible, I would say if you're using your credit card for check in using Expedia in that and the hotel asked you to give them your card to place a $25 hold for incidental fees to make sure that's all you're being charged is the 25 I had an incident where they overcharged so keep an eye out for that they did reimburse but if they're going to say a certain amount it should be that amount; as far as pool and breakfast and all of that other stuff I couldn't give a good rating because I didn't use any of those

Family

2/10

Poor

02 May 2026

Marcella

Had to leave due to bed bugs and filth

Pet

8/10

Excellent

28 Apr 2026

alberto

A clean and big room, the bed was comfortable

Partner

6/10

Pleasant

27 Apr 2026

Jose Luis

La limpieza la hacían muy tarde y siento que el lugar está muy descuidado.

Friends_and_family Family

8/10

Excellent

26 Apr 2026

Lisa

Sometimes you just go to a property on an off day and sometimes you just have a bad experience that is not the norm and I feel like that's what happened to me so I don't want to paint this as a nightmare hotel. The common areas are REALLY REALLY nice. The bar, the restaurant, the pool & Jacuzzi. The Jacuzzi wasn't hot when I wanted to get in around 8pm. They tried their best to heat it up but it takes some time so I ended up going to bed before it got hot. A bummer but they at least did something about it to try to make it work out for me. It seems like the rooms are very hit or miss. Mine was pretty nasty if I'm going to be honest. I had a king bed room and the furniture was chipped, stains on the carpet and the bathtub had black mold, paint in it, rust around the drain (no drain cover) and chips in the actual tub. That was my second room since there were some kind of bugs in the bed in my first one. The next morning I saw some rooms that had double beds that looked really nice so, maybe get a room with double beds and you'll be better off The staff was great, They hire very cool people. There were apologies and they were super nice. The next day it looked like they had the Jacuzzi working and people were having a really nice time out there so like I said, I think maybe I just had an uncharacteristically bad experience that isn't the norm. But I'd say the quality of the rooms don't match the quality of the common areas so be prepared for that shocker.

Self

10/10

Exceptional

24 Apr 2026

Natalie

Absolutely loved the staff super friendly

Self

6/10

Pleasant

23 Apr 2026

Jesse

Property did not have slip resistant pads in tub
My wife slipped and fell in the tub
Injured herself pretty bad and bruised

Notified night clerk immediately at 1:51 am
Have no real response

Checked out and asked to speak to the manager, she was busy doing an audit?

Requested to fill out a incident report,
Gave me the email to manager and hotel number, was directed to contact her this way

No sense of urgency, very disappointed

Partner

10/10

Exceptional

22 Apr 2026

Karla

Check the fire alarms more often to prevent the batteries ro run low and make a sound all night long.

10/10

Exceptional

21 Apr 2026

Hector

Pool lights were broken and we were unable to swim

Family_with_children

10/10

Exceptional

18 Apr 2026

Karla

Staff is always very nice and sweet. They always take care of anything you might need during your stay. Recommend staying here when in El Paso. It is a peaceful well known place to stay.

Pet

8/10

Excellent

17 Apr 2026

Scott Carlin

Property has an unusual layout and kind of a working class clientele but it's generally fairly nice. Would be better with continental breakfast, and they need to clean up the lingering puddles at the bottom of several stairwells.

Family

4/10

Poor

16 Apr 2026

Fernando

I had stayed at that hotel several times before and it was very good, but on this occasion, the carpet was very dirty and the air conditioning wasn't working properly.

Friends_and_family Family

8/10

Excellent

13 Apr 2026

Alexis

Our stay was nice, clean rooms and nice staff. The pool and hot tub was cold and dirty.

Family_with_children

10/10

Exceptional

13 Apr 2026

Florina

Love

Friends_and_family Friends

10/10

Exceptional

12 Apr 2026

Eva

Clean room
Just wrong room

Family_with_children

10/10

Exceptional

10 Apr 2026

Magdalena

The hot tub was great! The property was clean and the staff was absolutely amazing!

Friends_and_family Friends

10/10

Exceptional

09 Apr 2026

Sergio

Excellent staff

Family

8/10

Excellent

08 Apr 2026

Bernadette

Hot tub was not working and the pool was very dirty with pigeons and droppings.
We reserved a room especially for the Hot Tub. And the Convience of location.
The trim was great just disappointing about the rest.

4/10

Poor

06 Apr 2026

Luke

Upon arrival, the lobby itself was very nice and clean and the front desk staff was very friendly and informative. When we got to our room it was clean and easy to find in the villa. To my understanding, housekeeping is limited? However, we received NO housekeeping at all. We stayed for 3 nights and no one ever came and changed our bed sheets or gave us new towels. This was all we typically expect out of a hotel stay, the bare minimum. I had to call on the 2nd night and ask for towels and then I had to call on the 3rd night for someone to change our sheets. They brought sheets to our room, handed them to us, and then left so we had to change our own sheets. No one came to pickup the old sheets or towels so they sat in a pile on the floor until we left. We were told that the jacuzzi was heated all year round but it was freezing the day we went down by the pool. The photos of the pool area online are amazing but in person the pool deck is covered in bird poop and the chairs are filthy. They provide “pool towels” by the pool but they’re the size of hand towels.
When we checked in we were told about breakfast hours. The next morning we went down to breakfast and learned that you have to pay for breakfast unless you had a voucher which was apparently not included in our booking.
Overall it wasn’t a terrible stay but it was definitely missing the basic amenities you de expect at a hotel. We would’ve been better off at the holiday inn right next door.

Partner

6/10

Pleasant

05 Apr 2026

Craige

Stay was good. Check in was a little late. Biggest complaint is the hot tub/pool heater was broken. Hopefully it gets fixed and we might visit again.

6/10

Pleasant

02 Apr 2026

David

I have to explain my poor ratings because not everything was bad. The first room #7105-we were assigned was absolutely horrible-the carpet and hassock were stained in numerous places. There was no hot water. The toilet flush handle was actually broken, which we discovered the hard way, couldn’t flush. And when I tried to call the desk the phone wasn’t working! Only one bed side table & lamp. When I called via cell, the desk didn’t initially offer an apology and agreed to give us a new room. No apology or recognition of the inconvenience. Or credit or refund offered. New room was fine. Lobby excellent, very clean, good security fencing and gates around property.

Partner

4/10

Poor

01 Apr 2026

Stacy

Hot tub is broken. Staff reported no cook on site for dinner. 3 day stay. Room do not get cleaned, had to ask for clean towels and coffee

6/10

Pleasant

30 Mar 2026

Donna

This property is an older hotel. It was clean, but the rooms need some updating.There are no ports to charge your phone, so bring a block with you in order to charge devices. There is a desk in the room to work which was nice. The carpet in our room needed to be cleaned, but overall the room, bedding, towels, bathroom was clean. The main complaint that we had was that we paid for breakfast on the Expedia site. The first morning we did get our breakfast. We had bacon, eggs, fruit and toast and it tasted good. This hotel operates differently than most Holiday Inns in that your breakfast is cooked to order. The second morning, however, (Saturday) the cook did not show up and apparently they only have one, so breakfast was not available. This did not make us happy at all. On Sunday, we were going to eat breakfast before we left El Paso, but at 7:00 am, when it was supposed to be open, there was no one to cook breakfast. Again, not a happy customer. They really need to re-evaluate how they handle their \"cook to order\" breakfast and operate like most other hotels that offer breakfast. The breakfast is not free. You pay for it and we paid for it thru Expedia's site and the hotel did not deliver. Other than that, the hotel is adequate and I would recommend, but just eat breakfast elsewhere.

Family

8/10

Excellent

30 Mar 2026

Rosemarie

Didn't eat the breakfast and hot tub wasn't working..

Friends_and_family Friends

8/10

Excellent

29 Mar 2026

Daniel

I have a leg disability and was placed on second floor..i think they should ask before

Partner

10/10

Exceptional

25 Mar 2026

Manuelita

The stay was very enjoyable. Thank you

Self

8/10

Excellent

24 Mar 2026

Sara

For the most part the room was clean, except the carpet. The bathroom was small and barely allowed enough room for one person. The front desk staff was very friendly.

2/10

Poor

24 Mar 2026

Johnny

Carpet was dirty. I complained and they gave an upgraded room but it was almost the same. Carpet was also dirty.

6/10

Pleasant

22 Mar 2026

Tami

The hot tub was cold but it is usually amazing when we stay. Hotel is always very clean!

Friends_and_family Friends

10/10

Exceptional

21 Mar 2026

Dayan

Amazing place to stay. Super friendly and attentive staff. Highly recommended.

Self

2/10

Poor

15 Mar 2026

Erica

After a 4 hour drive pulled up to hotel to check in, got keys walked into our room and it was filthy. Dirty towels hanging on shower rod piled up on the bathroom floor, sink was gross trash was all
Over the room and left in trash can. We we complained to the front desk the manager walked us to over to the room next door and it was somewhat decent, we were exhausted just got out of work and drove 4 hours. Got settled in and noticed that the carpets have not been vacuum probably in a week or longer. We didn’t bring it to the manger’s attention due to the exhaustion and overwhelmed by the filth of the first room. Property looks run down. We will not be staying at this hotel in the future.

Partner

4/10

Poor

09 Mar 2026

Jessie

I had to paid full price of $311.19, they did not acknowledge the reserve $97 plus $ 17.89 down payment I made through

Partner

4/10

Poor

08 Mar 2026

Edgar

Bad experience. At check in front desk clerk was acting extremely rude. Room had a dirty feeling to it. Definitely not what we expected for the higher price they charge compared to other hotels around it that we have stayed at before. We left the next day without the breakfast so cant comment on that. Will not be returning we have had much better experiences at less priced stays near the Sundland Park race track area. They need immediate improvements for what they are charging.

10/10

Exceptional

05 Mar 2026

Melissa

clean and friendly staff

Family

4/10

Poor

05 Mar 2026

Jeff

Non working microwave, courtyard landscaping had significant amount of trash, room refresh did not occur (would have been ok if had been aware of it) but very limited on linen replinishment

Self