DoubleTree by Hilton Hotel El Paso Downtown

Excellent Location and Comfortable Stay|We chose this hotel primarily for its proximity to the Coldplay concert venue, and it turned out to be a great decision. The location is excellent—close to many restaurants and just a short Uber ride away from several malls.|The rooms were very comfortable, and we appreciated the on-site restaurant and cozy bar, which added to the overall convenience and atmosphere.|Unfortunately, we did experience a billing issue: we reserved two rooms but were charged for three. We're still in the process of resolving the reimbursement with the hotel, and we found that the management has not handled the claim with much empathy or urgency.|Despite this setback, we would still consider staying here again if we return to El Paso, thanks to the comfort and convenience the hotel offers.

Before booking this room it did state there was a retro event, but that’s all it said. We were not there for the event. Just a Friday night getaway with my wife for our anniversary. We stayed on the 14th floor. Only 3 elevators. Would not let guests bypass the event guests to get to our room. Had to stand in a huge line to use the elevator or use the stairs. 14 floors up!!! Could not have anything delivered and vending machines were out. There was no store inside to buy drinks or munchies. I spent over a hundred dollars door dashing and running up and down stairs. Was not the way I wanted to spend my anniversary. Rooms were great but service was awful. Event staff were rude. I would NOT suggest staying here while they are doing an event if your not there for.

This is a very nice hotel in downtown El Paso. Two blocks from the Chihuahuas baseball stadium. Easy access if you’re Hilton Honors member and have pass key on your phone. The pass key will get you into and out of the covered pay parking on floors 1-4 and into your room and onto the elevator and anywhere else you are allowed to go. It allows you to check in and check out and never even see the front desk. The rooms are beautifully laid out, and the bed was very comfortable. This was a very clean and quiet hotel and I would definitely stay here again the next time I’m in El Paso downtown.

The restaurant was truly superb. The hospitality was also very immeasurable. The entire front Desk and their management set the tone. Senior Montales George and Thursday night artist in the Restaurant were Truly Super. They each deserve raises, please. The morning and evening shifts instead restsurant were beyond compassionate and kind. Thank You

Staff are super friendly and helpful.Parking garage kinda tight .Hotel is in a great location. The negative part room needed a deep clean, a lot of carpet stains and bedding sheets were all stained up. Ac did not work the best.

The room was very noisy. My 10 yr old had an incident where a man flashed his buttocks to her in the pool area. No manager or security around. Nothing was told to the man once i found someone at the front desk. He stayed at the pool while my daughter was scared to leave the room. I finally convinced her to leave to have dinner. The front desk offered a free dessert and points for the "inconvenience" but yet nothing else was done. My daughter watched as the front desk personnel went to the pool and just stared at the man and did not say anything. My daughter was still afraid and saddened. She is confused on why speak up when nothing will be done. My daughter refused to leave the room the rest of the night and this morning. She is now traumatized and a victim. Thank you doubletree for the wonderful experience that my daughter has now suffered from. Emails have been sent to the general manager but yet no response. No one knew how to handle the situation. I was at the pool with my daughter and within 5min this happened. Just as I was gathering our items to leave. I waited for a response of action if the hotel will take care of this man. Now I know to just call the police next time. I won't be staying here again. But I will continue to tell others what happened and how dismissive the hotel handled this. A vacation trip and turned into a disaster.

We stayed there due to a wedding. First, no one seemed to know anything about a discount due to the wedding so I paid full price for the room. We went in and the first thing I saw was the filthy carpet. I was afraid to walk barefoot on it. Next the sink was dripping water all over. The pillows were limp and old. The elevators were extremely slow. For the price of that room I expected a lot more. Now about the wedding venue, it was just a big conference room nothing special especially what they paid for it. My pet peeve is for the servers to stert breaking the room before the party was over, very rude.

This is a well located property in downtown El Paso. Our room had a good view of the border and the baseball stadium, all attractions in the small city are withing walking distance. Surprising not to have a little fridge in the room. Parking is for a fee which in our case was waived. Check in and out was smooth. Bedding was comfortable and so was the wifi. If you happen to be by El Paso this is definitelly a good choice.

When going to chk in , I get told they had issues with the floor I reserved, so they were going to upgrade my room. Great! Get to room...carpet is stained n dirty. The fridge you had to plug in to use it, and unplug it to use microwave. The security latch was broken. The air vent rattled ALL NITE!! You either listen to the rattling or turn off air and sleep in the heat! We stood there last year it wasn't bad. Time to move on to another hotel... Staff was GREAT though!!

Beware! Rooftop bar has "escorts". Bartenders will over serve. And credit cards get cloned. Not a healthy environment.

Carpet needs cleaning / replaced. Hotel rooms are below standard. Will definitely not be back.

In the realm of enchantment, let me share with you a tale of revelation, dear companions of travel and fellow yelpers. I find myself residing within the opulent confines of a grand Hilton establishment in the enchanted land of El Paso Texas. As the sun cast its first rays upon the world, I sought solace in a much-needed elixir of awakening, a cup of coffee. Ah, how Folgers would proclaim it to be the finest essence to greet the dawning day. Alas, in this instance, my words are laced with sarcasm, for you see, we have emerged from the clutches of the Covid curse, where my fellow germ-obsessed beings still cling to their slothful habits of poor hygiene. It is the subject of coffee that I now address, for as I added the customary morning companions of sugar and cream to my cup, graciously presented by the skilled waiter, Paul, whom I hold in high regard, I noticed with a shudder the remnants of past brews, leaving unsightly stains and traces that I swiftly eradicated with a mere touch of my fingertip. Disgust coursed through me as I beheld this sight, and I made the decision to cease partaking in this tainted concoction, unwilling to share a vessel tainted by the remnants of previous imbibers. This lack of attention to dishwashing left me pondering the state of other culinary affairs within the realm of the kitchen, and the overall hygiene maintained within its sacred walls. It pains me greatly to bestow upon this esteemed establishment a mere one star, for I am a seasoned traveler of the diamond Hilton order. Yet, this moment serves as a valuable lesson, and I fervently hope that those in charge shall peruse this account. I implore you, fellow lovers of the dark elixir, as you partake in your daily ritual, take a moment to peer within your cup. It should gleam with pristine whiteness, untouched by the scars and stains of those who came before. Hilton, I beseech you, heed my words, for I long to revel in the delights of your abode without fear of falling ill. Alas, in the end, I was compelled to venture beyond the confines of this establishment in search of a cup of coffee elsewhere, where purity and cleanliness reign supreme.

Better than expected for the fare. The Doubletree El Paso Downtown staff was always welcoming and hustling to take care of guests, whether in the bar (great bartender working on March 2nd, and nice live music, too), reception, the hallway (janitorial) or the room (housekeeping). The free cookies are maybe the last thing my increasingly manatee shape needs, but they sure do make me happy to be there. Great location, an easy stroll from anything you'd want in Downtown El Paso. The room was spacious and well appointed, with a usable desk and comfy chaise longue (with one of those super-heavy small half desks over it). After a terrible experience at a supposed five-star place in Vegas two weeks ago, I'm happy to report that the bed at the Doubletree El Paso is totally good-to-go: I slept wonderfully and got up feeling refreshed both nights. Water was HOT when you wanted it; ice was convenient to get; WiFi worked well; plenty of outlets scattered around the room; good lighting; pretty views; great room temperature controls; plenty of storage and a handy safe. Crabtree & Evelyn toiletries mounted to the bathroom walls in pump containers. Room was quiet in that we didn't hear street noise or other guests, however the constant rushing of the elevators made it feel a little like we were right next to the subway. Downsides were the parking is now $18 a night (seems like just a money grab) in their cramped and not especially secure garage. The pool was closed even though other area hotels had opened theirs and people were having fun at them. There were some maintenance issues (one of the faucet handles in our room had to be cranked at a preposterous angle to make the drip stop; one of the drawers in the bureau had the soft-close magnets mis-installed so that it phantom-opened after you fully closed it, every time; there was a stain on the carpet at the foot of the bed). The shower was slippery to beat the band (even with the rubber mat suctioned-on) and so was the bathroom floor - I've never been so happy for a grab-bar. Elevators weren't the fastest (but they weren't terrible) and the temperature in the hall on our 15th floor was notably warmer than any other place the hotel; too warm. Oh, and another one of those Hilton brand family "worst coffee maker designs ever" with the two-awful-cups-at-a-time/guaranteed-to-spray-water-everywhere feature. But these are kind of quibbles: it was a nice hotel for the price in a good location with great staff. We wouldn't hesitate to return to the Doubletree in Downtown El Paso.

Don't even think about it unless you want to stay close to the stadium and don't care for Hospitality or or a room that was updated in the last 2 decades.

This hotel is dirty, just plain unclean. Beds uncomfortable and old mattresses (we looked). No honoring Diamond member upgrades, you pay for it all, no loyalty recognition. Desk Staff is pleasant and professional. Housekeeping not so much. Recommend staying elsewhere- no way anyone experienced a 5 star, let alone 4 star stay here. 2 stars for good location. Will not return.

This hotel has done quite a turn around over the past couple years. While some things are still dated in the rooms the common areas are nice and everyone has been super friendly. Pro tip for parking, if you push the lost ticket button in the parking garage it's only $10 per night vs $15 if the hotel charges you. Parking spaces are tight and one one of the 3 elevators doesn't go to the garage and that is always the elevator that shows up so I have to send it to the first floor then try again to get an elevator that actually goes to the parking garage. I did digital check in and picked a room on the side of the hotel I wanted on purpose where the sun doesn't shine into the room window in the afternoon and they changed my room without explanation which I didn't like but it wasn't worth complaining about. Again the property has improved substantially over the last couple years.

We stayed here for a conference and they weren't expecting the influx of people at this hotel. The hotel wasn't ready when we arrived and we had so many issues. The light in the bathroom didn't work. We had to wait an hour to get in our rooms. The phone in the rooms don't work. We didn't have any shampoo and conditioner in the rooms. We had a dinner on the top floor and the food was alright. The chicken was good. There's a night view of the baseball game and the city. I feel like it should be a five star hotel since it's considered downtown. It's a seven minute walk to the convention center so the location is good.

I really like this hotel stay because it's better then the hotels near the airport. The location is downtown right next to the baseball stadium and there's SO MANY food options. The hotel has a restaurant called Casanova and they serve a pretty decent breakfast. It's not buffet style you order from an actual menu. I'll give the breakfast a 3/5 because I'm used to double tree providing a buffet. The pool area and balcony lounge is pretty dope ! Very spacious and the staff hooks you up with drinks. I'll for sure choose this location next time I'm in El Paso !

My girlfriend and I came into El Paso for a few days to visit family and friends. We arrived at the DoubleTree and were greeted by a very friendly staff. The room we pre-booked was not what we wanted. Cler and Marissa, front desk, showed us another room that we took for that night with the understanding that we would be moved to another, nicer room, the next day. Next day, Pearla and Faviola, front desk, took us to a very nice room with a great view, that we loved. Our special thanks to Cler, Marissa, Pearla and Faviola for their understanding and patience in making us feel comfortable and at home. The DoubleTree will be our place to stay when we return next year. Great hotel.

Had a great stay here. The room was perfect. The location was walking distance to a few things. I'd definitely stay again.

These rooms are very behind the times. They need to be updated. The room had no mini fridge, or USB charger ports. It feels generally run down, but the bed I had was at least comfortable. My biggest issue was that my room was directly on an elevator. No not near - one of my walls shared the back of the elevator shaft. These elevators not only bring people to their room. But also anyone wanting to leave the hotel to their car in the parking garage. I asked to be moved. I was told sure no problem. I told them over the phone that I was at an event until 5ish and they said no problem stop by the front when I returned So I did. To be told "oh sorry we have no other rooms" after hardly getting sleep I was cranky and got persistent that I wanted to change rooms because I was told I could. Once again she repeated that there were no rooms. I told her this is ridiculous. And she decided this would be a good time to ask "well did you request that at check in?" To which I looked at her and said "did I request to NOT to be put on one side of a very noisy elevator that didn't let me sleep all night???" To which she looked at me and said "I'm sorry" So come the next day. I asked if I could switch rooms. First of all they claimed I should have checked out. So I text them my confirmation and they back peddle saying they got it fixed and they could only change rooms if I could come down before 130 pm. I explain I am at a work event and can't leave. To which they said basically oh sorry well the rooms will be gone by the time you make it back. So the next day - by this time I leave tomorrow so I don't even bother asking to change rooms. I am in my room after lunch. Housekeeping had come and cleaned. So I start to change into something more comfortable. When I hear my door open - I always put the safety bar on when I am in the room. So it makes a loud clunk and no one is able to enter. So I go to the door and no one is around. So I talk to the front desk and they had it that I leave that day and they are going to talk to housekeeping. Talk to them about what? Sound like a problem on your end. I angrily explain how displeased I am to which she keeps cutting me off and saying she was sorry - but obviously she just wanted to get the angry woman off the phone (and no I wasn't yelling or cursing or anything like that) I was just being forceful and direct. So if you ever have to stay there - good luck and I hope you have a better experience. Personally I will never stay at that location again.

This is my go to hotel when I come to Elpaso I've stayed here several times when I travel for the government the hotel itself it's nice - they have a very large well equipped pool deck with a large size pool, which is a great amenity to any hotel in a hot environment -love their morning breakfast and the restaurant Casanova has very good food. There is a coffee bar in the lobby for your caffeine fix. The staff are all very helpful and nice and friendly. I would definitely recommend it for your stay on TDY travel if you have the option.

We stayed the night for New Year's Eve and Uber'd to and from our spots on the westside. From a location perspective, this was a perfect fit. Located downtown, it was about a $10 Uber ride to the 'Hoppy Monk'. There is an on-site parking garage and quick-ish access to I-10. We use the app for check-in as well as the digital key, and that all went smoothly. We had a King-suite with a patio that looked over the pool. From our sliding doors we could see the baseball stadium as well, so that was nice! We wanted to grab something to eat before we started the night's events and tried to order room service. However, being NYE, room service wasn't available and the menu was limited, so we bypassed food. The room itself was clean-ish. There was some remaining trash in the bathroom can from the previous guest. The bathroom does need some serious maintenance attention though. The grout was missing from tiles in the shower and you could see water damage starting to rear it's head. The shower head had low water pressure and that weird 'water going in different directions' effect due to calcium buildup...probably needed replaced. The bed was quite uncomfortable, and the pillows were flat and lumpy. While I was disappointed because the room didn't meet our expectations the DoubleTree name, it served it's purpose...even if we just wanted to go home and take a nap when our stay was over.

I booked a nice room for 5 days and paid 600$ from the beginning on the stay i knew it was going to be trouble the card key that was given to me kept on failing and i had to go downstairs at least 9 times through out my stay to get a new key. I then paid for parking for the time i was going to be there which came out to 60$. Well just a few minutes ago as im checking out the front office told me to press the " get help " button on the parking lot so they can open the arm/gate. i kept on pressing it and no one would answer to i decided to google the phone number for the Hotel , I called the front desk and the person at the front told me he would open the gate , i waited for about 15 minutes and nothing so i decided to call again and the guy at the front was not answering the phone im assuming on purpose . My car was stuck there and I was forced to pay 60$ . From the very get go when i first checked in i thought it was absolutely wrong to have already paid 600$ and for parking not to be included in the price. I am very disappointed I am originally from California and have been staying at Double Tree By Hilton for many many years and this has never happened. I will never go back to this specific Hotel in Down Town El Paso which is a place i frequent ALOT . Down town has a variety of hotels available that I will try next time .

Very nice presentation when you walk in. So nice. Great customer service. The rate was reasonable and well worth it

Doubletree has forgotten they have a hotel in El Paso... Every time I travel, I try and find a DoubleTree. I've ALWAYS had FANTASTIC experiences at these hotels. Except the one in El Paso. To start off with the good: The Customer Service was up to the standards. The girls at the front desk were friendly. They were attentive and available. The Cons: - The room was dirty. There was dust everywhere. The furniture was stained. The room smelled like old meat and stale cigarettes. Outlets in the rooms were broken. We got stuck on the elevator. The hotel itself seems old and not well taken care for. - The $10 self parking is a joke. I understand it's to keep nonguests from using the parking lot, but you could still technically park there without paying the $10. The tollbooth was open the entire time so I did not need to swipe to use my card key or anything. Just drove in and out. I didn't have to leave my license plate number. There was no sticker or paper I had to put on my car. It felt as though I got cheated out of $10 - Rundown. The furniture is stained and worn. The building needs repairs. As I mentioned, we got stuck in the elevator. We hit for the alarm and the microphone didn't work. We could hear the man on the speaker, but he could not hear us. Scary. There were pieces broken inside the elevator. I believe if I'm paying DoubleTree prices for my stay, then I should have the standard DoubleTree room & experience. It feels as though the company has forgotten they have a DoubleTree in El Paso. It is NOT worth the price of $99/night. At best, what I experienced based on the room, cleanliness, and working equipment; it should've been maaaybe $50/night. I do not recommend staying at this hotel for the price they charge. It honestly deserves 1 star, but I will give it 2 for the customer service.

Customer service non existent Don't charge anything to your room at the m cafe they will charge double Parking can't even fit a compact vehicle

This was a nice hotel and a fantastic location. I would gladly stay here again and it made all my knees. The staff was good. It was a Restaurant on side, as well as a Starbucks in the room was clean with a perfect view item greatly happy with this hotel stay. For me for stars is good if maybe the location had had a lounge or something it would've become five stars but my stay did come with a $15 food voucher. The food was mediocre but it was $15 free so that's always a plus.

Very interesting reading all the mixed reviews here. We just had a couple of night stay at this hotel and overall it was not too bad. Check in process was fast. They gave us warmed cookies. You can ask for bottled water also. Room was ready right away (it was around noon). We stayed at a 2 queen bed room. Standard. Clean. There were only a desk and a swiffle chair. No fridge and microwave but that's fine for us. Problem was the safe was broken and the sink was clogged. Called maintenance and it took about an hour (and 2 calls) for them to come. They couldn't fix the issue and moved us to different room. The room change process was quick. The second room was almost identical but this one also had sofa which was nice. At night I just realized that the pillows were feather so I asked for non feather pillows. Called few times, no one ever came. Last call, I was told that the they couldn't find the housekeeping manager and he was the only one with the key to get pillows. A joke. Next morning I asked again and this time they gave me non feather pillows but very old and flimsy, unusable. Not a big deal though. Location was great. Right in the downtown. Walkable to so many amazing restaurants and also to museums and the stadium. They also have shuttle to the airport every hour.

Had a great stay, beds were comfortable and room were clean but a little dated. Great little bar downstairs, George the bartender was the man!!!

It's rare I post a bad rating, but I feel in this case it's necessary. The hotel seems ok in the lobby area, I haven't really been around that much. Neither did I try the restaurant or the bar. But where I am surprised if the quality for a DoubleTree is my room. I assume if mine is bad there must be others. Trouble never travels alone ... My room is located right behind the elevator, you would assume the walls would be specially treated to avoid noise to filter through ... who am I kidding. I can hear every up and down all day and night My room itself isn't much better: there are parts falling off the wall and this is how maintenance decided to fix it (see picture), the shower head barely has any water come out as it's completely clogged with calcium. The sink faucet leaks, The microwave does not work, it was already unplugged when I got here. assume it was already broken but the replacement never got finalized. When I called downstairs from the room phone to report the issues the front desk told me they couldn't hear me well. , I guess the phone is bad as well ... I am going to assume that a preventive maintenance schedule in this hotel is nonexistent! And slow; it took 30 minutes to get a microwave replacement ... This hotel, management and maintenance have not left a good impression with me.

Worst hotel i stay at AC not working Phone not working Iron not working TV not working I was there for 3 nights and only 2 things got fix iron and tv and went i was able to talk to the front desk person all they said was will get it fix

I can't. When I first started coming to ElPaso this place was the best. The staff were friendly and accommodating, the rooms were bright and clean, and both the room and I were attended to perfectly. I am done. The room was so very dark that i got a headache trying to read. I could not see my clothes--resulting in wearing two different socks, a mismatched tied, and clashing shirts/pants. Also, I hurt myself bumping into stuff--the one thing i did not bump into was a lamp. How hard is it to go to Home Depot and get a lamp? Next, I examined the bulbs themselves. Were they were so low wattage--yeah, kicking off less lumens than a jar of fire flies. Next, no water in the room. So I was unable to take my various medicines. Dousekeeping [sic] is now branded as such since.... 1. On the app I ordered extra towels and sundries and they did not come 2. Consequently, little soap, no toothpaste or hair gel and I walked around looking like, smelling like, and having halitosis like one of those Star Wars bar freaks. My spirits doused, my personhood degraded, and my spirits extracted and trampled on...... There was no obvious sundry shop. Maybe I am wrong but if there was one, it shouldn't require donning a pointed inspector hat and magnifier glass. Point of fact, hotels in Russia have sundry shops. Water pressure. Not so bad. They had some cockamamie contraption on the shower wall to which the shower sprayer was attached. After setting the temperature i went to attend to a call and I come back and the spray must have kicked back and changed the angle....consequently it was like Lake Meade in there. Few towels (see above, dousekeeping #1) only made me more cross. I am sure they will proffer me some points, or a coupon--no balm to my rash of ire. They should take that money and head over to CVS and buy some lamps, bulbs, towels and sundries for their next group of guests. They can buzz off.

Worst experience I have ever had at a hotel. Room was not ready by check in time, so decided to take the kids to the pool to pass the time. The pool was freezing cold, other patrons had already complained and it seem like management didn't care. After telling my room would be ready in an hour, it turned out it was not. Me being tired and no resolution on site from the staff I decided to sleep outside while the kids sat there bored since the pool was not up to par on a warm spring day. Also the card reader to access the patio was broken and you had to mess with the door for a couple a minutes in order to get it open. Finally after two hours of waiting I got my room. Seems like the manager decided to give preference to some group of soccer supporters instead of all guests equally. Will definitely not be staying at this Hilton ever aga

My wife and I have stayed in this hotel a few times. We travel from Texas to California quite frequently. El Paso is our half way point. The last few times we stayed, I was really impressed by the restaurant inside the hotel. As for the hotel, it's pretty underwhelming. The last time we stayed the hotel put my wife and I in a room next to the elevator. C'mon. Nothing is perfect but the experience poor/sucked. Especially if I'm paying 250 a night. I would like to get some sleep. We came back to the hotel on our way back to California. MISTAKE. I should have learned the first time. I asked the receptionist to please give me a room not next to the elevator. The receptionist, who appeared to have an attitude (Xitlaly), looked me dead in the eye and told me the room provided wasn't next to the elevator. This receptionist, Xitlaly, if that is her real name, acted like she just didn't have the time. I'm sorry. I'm just checking in. Sorry if you broke a nail today. This is my opinion of this individual. This could have been her normal crappy attitude. My wife and I get upstairs and of course the room is next to the elevator. We tried to change our room but was told they had no other rooms equivalent to the room we reserved. On a good note. The dinner was excellent. Great Italian food. Great service by the restaurant. As for coming back. We won't. I would think Hilton could do better. I'm a Hilton Diamond member and I have stayed in better accommodations. If you don't want my business. Just say so. You drive 11 hours to come to a hotel where you can't sleep. Wow. It really makes you want to scream. It's just not right. The only reason a gave two stars for this hotel was because of the dinner. If you want great Italian food, definitely stop by. If you want a comfortable hotel room where you can get some sleep. Go somewhere else. I know people have bad days but to give me a room I specifically asked her not to give me was some BS. It's okay. We definitely won't be returning. I wish I had a picture of Cruella the receptionist. If you do decide to come to this hotel stay clear from Xitaly. Get someone else to help you that can hear. Sincerely, Mr. Can't sleep because of the dang elevator. If I wanted to sleep next to a rollercoaster, I would have booked a room at Six Flags Amusement Park.

Very nice hotel for my staff. Friendly front desk and managers. Needed a refund for one reservation and the managers and accountant were extremely helpful and friendly. Will always use this hotel for our staff members. Thank you.

Hotel and front desk was fantastic. Supervisors / Managers are Trash! How can they not call back a Diamond Customer who has just a simple billing fix. I bet when they call a Dr office or try and schedule their vehicle to get serviced I bet they would expect a call back. I am attaching my complaint / Case that I have made through Hilton Honors. I have attached Seven bills from this hotel showing the confusion that I have gone through. My main concern is that I need a bill showing parking charges for all three days. I now have that but now I have new charges on my Credit card dated 20 Dec. and some other charges that I do not know what they are. My dates of stay were 14-16 Nov. There is too much to explain in a simple e-mail so please call me back if you have further questions or need a better understanding. I have tried to talk to the hotel supervisors/managers since last Thursday, but after numerous attempts, messages left and the front desk promising that they (Management) would call me back and THEY HAVE COMPLETLY IGNORED ME! Multiple hours have been spent on the phone trying to get through to them with a lot of help coming from the front desk but their capabilities are limited due to their positions. I need a supervisor to call me back so I can prove to my supervisor/auditing department that I was charged three days parking and not credited two free days because I used my Diamond status to get $15 credit from the restaurant; not credit for my parking. I also need the Bogus charges on 20 December to be removed from my Card.

NO mini Fridge or Microwave !!!! And the pool close when we were there . No breakfast. The room wasn't clean . I recommend they really get the house keeping some good efficient cleaning products for the bed frame there was white liquid splatter all over them I hope it was milk . The bathroom shower was yucky like moldy they need to really scrub there you guest don't want to catch nothing while staying there . The floors are beyond slippery even with the dirty anti slip mat they got . The coffee shop at the bottom .. ehhh even truck stops have better delicious hot coffee .. I had to dump that coffee and just get water . I really wish I had taken pictures .. i don't think I'll come back to this hotel .

The One star rating is for the bartenders (who deserve 5, themselves) and for the view of the baseball stadium. My stay was business- related (military) for 14 days, 16- 30 June 23, and i'll be certain never to visit the DoubleTree again. My room was $190.00 a night (I was able to get a better rate later), and for that I was treated to a room that never cooled below 74°-- despite repeated complaints; a card key that had to be reprogrammed 5 times; and expensive and truly disappointing breakfast, and no laundromat. The evening staff are just hipster kids who show very little interest in anything guest-related. Once, after leaving my credit card at the bar the night before, I approach the desk and ask if it had been turned in..."nope", so I ask the bartender, George. George walks me to the desk and asks the same question and somehow inspires their recollection and I get my card back. I received similar treatment the three times I complained that my a/c was not working. On the second time I had my room key reprogrammed, it was suggested that I was carrying it too close to my phone. When I showed off my wallet (left back pocket) with RFID blocking material, and explained that my phone lives in my right back pocket... AND all my other cards are fine, the explanation changed to a problem with the card encoder. One evening after work I spent 25 minutes with two coworkers and a total stranger trapped between floors when the elevator stopped working-- that was fun. The housekeeping staff was pleasant, though for the cost of the room, they could make the bed and take out the trash more frequently. Wifi was a confusing mess, and I was actually able to get a better signal from the Marriott next door. Again, the bartenders are worth stopping in to see if you are in the area. There were some great lounge acts, and the bar food was very tasty-- just don't go IN the hotel.

I always stay at Hilton or Marriott Properties when I travel for business, and I was going to be in El Paso for meetings, so why not stay downtown at the DoubleTree? I checked in and they let me know that even though I had a reservation for a king, they only had doubles available. I am always mystified on how that happens. It reminds me of an old Seinfeld episode when Jerry was at the rental car counter, and they did not have a car available for him. Anywho, I'm easy, so I took the leftover room and headed up the elevator, which, for someone that has never stayed at this hotel, the elevators can be a bit confusing for a first time DoubleTree guest. So I get up to my floor, and open up the door, and yep, the room wasn't even cleaned from the previous guess. I guess the hotel was short staffed, so I headed back down to the front desk, and let them know that that the leftover room that they gave me was not cleaned. Now...I am not a complainer. I travel A LOT on business, and things happen. So, I was polite (Why would I complain to the front desk team member? She had no idea that my leftover room wasn't clean), so I got my new room key, and headed up to my room to drop and go to get a bite to eat. My overall review of this hotel is that the staff was friendly, the bartender is fantastic, the breakfast was divine, and I love the attached parking garage for easy access off the elevator. I will be hitting the El Paso area quite a bit as it's part of my market, and yes, I will stay here. I just hope that my next reservation that I make for a king size bed, allows me to sleep in a king size bed. I'm 6'4" and I sleep soooo much better in a bed that fits me. The only leftovers that I like are spaghetti, pizza, thanksgiving and Christmas meals, but overall I am a fan of this hotel. Stay rested my friends...

For being a Hilton hotel, this was a terrible experience. There was no running hot water, poor housekeeping (3 towels to a room), ice machine broken, terrible parking garage (could never get out of the garage- had to call attendant twice to let me out) , Starbucks was NEVER open (they told me the girl called in- they couldn't even sell me a muffin) , rooms had no microwave or fridge, and the front desk staff was not helpful for any of this. They literally gave me the guy for corporate's card. Never again.

Not up to Hilton standards. Parking garage was designed to get dents in vehicles. Parking spaces ridiculously tight. Room was clean and somewhat modern. Noticed the ice machines on every floor our elevator stopped at had a sign saying they were "out of service". Soundproofing is very poor in the rooms. Our neighbor's music was very noticeable at 11pm. Our upstairs neighbor's footsteps were loud enough to wake a sound sleeper. This hotel might have been nice 20 years ago, but Hilton needs to cut ties and protect their name. Save a few dollars and stay at a Hampton Inn instead.

I was in town on business and stayed here one night. Despite of some negative reviews are here, they listened and made improvements. My stay here was good and would come back if I come back to El Paso. Check in was smooth, the room I picked from previous night app checkin was available when I arrived. The elevator made some noise which made me a bit nervous but no issues. Carpet in the hallway was clean and modern. My room was spacious, towels they had was standard Doubletree quality I've seen at other Doubletree properties. (I like their towels). They had plenty of electric outlets including a few by the beds. The gym was plenty enough for the hotel. I was there for about 90 mins this morning and most we had in the room at a time was three people. Pool is small but I enjoyed swimming laps for about 30 mins. Outside pool but water was warm enough at 7am in October. There was no clock nearby, I was going to swim 20 mins but I ended up being there for 30 mins. Breakfast included for Diamond/Gold VIP is now full buffets (they changed one year ago). I enjoyed my usual egg white only veggies omelet. Cleaning staff I encountered in the hallway was very friendly, restaurant staff and front desk staff was very pleasant too. Besides the usual Doubletree pillows I don't like, I enjoyed my stay here.

I stayed here for 45 days for work so I really got to see how this hotel operates. This should be a long review. I checked in and the check-in went smoothly. The employees were very friendly and helpful. I am a Hilton Honors member, so I got to pick my room before I arrived, which I liked. I proceeded to the garage and loved that I could open the garage gate with the Hilton's app. Much easier than dealing with card keys. The garage is very tight, so drive carefully. I then got to my room. Again, loved being able to use the app to open the door. The room was spacious and clean and had the basic amenities. One thing it was missing, which I didn't expect, was the refrigerator and microwave. However, I called the desk and they provided both, at my request, free of charge. No problems. After a day or two, I was talking with a colleague and found out that he was getting free parking and breakfast, while I was told that parking was $10 a day and no free breakfast. That irked me a little. So I asked at the desk and they said, 'Oh yeah, since you're a rewards member and staying for an extended time, you are entitled to a free breakfast and parking. I'll add that now." That's great, but I was still a little angry that I had to bring it to their attention instead of them offering it at check-in. The moral is make sure you ask when you check-in if your entitled to those perks. I'm still not sure exactly who qualifies, so always ask. Next my biggest and most annoying complaint...the elevators. Lest start with the building. The 1st floor is the lobby. Floors 2 through 6 are the garage. Floors 7 - 17 are rooms. They have three elevators. Two that hit every floor and one that only serves floors 1 and 7-17. It does not stop at the garage. Just my luck, every morning when I left my room on the 7th floor and wanted to go to the garage, I inevitably got the one elevator that doesn't go to the garage. There is only one call button, so I can't call a specific elevator. I had to step onto the elevator, press 1 so it would go to the first floor, jump off the elevator, and then press the call button again to get one of the other elevators to the garage. I'm really not sure the need for an express elevator when there are three elevators for a medium size building. Not sure how they would fix this, but it was very annoying every morning. Throughout my stay, the staff in all areas were very friendly and helpful. I especially want to compliment the waiters at breakfast. The restaurant was almost always full in the morning and I only ever saw two waiters on a given day. They were extremely overworked and ran their butts off trying to take care of us. I think the biggest issue I saw was that they had to not only wait tables, but bus the tables as well. It was insane. Management...if you're ready this, please hire a busboy. I think if you just had someone to bus the tables, the waiters would be able to take care of patrons without running around. Just a suggestion. The buffet breakfast was adequate. The normal staple of cereal, fruit, yogurt, muffins scrambled eggs, bacon and sausage. All of it was good, except for the link sausage. I just didn't like it. What I really liked is that they had one dish each day that was labeled 'Local Dish'. Everyday a different local dish was available such as tamales, breakfast enchiladas, cheese tarts, etc. All of the local dishes were very good and it was refreshing to have at least one thing different each day since I was eating there for 45 days. Overall, I enjoyed my stay. It is a nice hotel and even though I had a few issues, the staff always took care of those issues; except the elevator. No idea how to fix that. I'd stay again when in EL Paso.

Very disappointed, to begin the a.c. Broke down in our room and we call the reception to get it fix both days and they never send no one to the room to fix it, and if you been to El paso you know that it gets really hot here, two days over 100 * Deegrees and no A.C.? It's really bad, and they didn't do anything to try to fix it, the room is OK but not what you expect for a Hilton property, the hallways are Dirty, old and rundown, the hotel is over priced, if you're going to El paso look somewhere else there's a lot of better options for the same price or even cheaper,

This past weekend, we held a wedding celebration at the Double Tree. The carpets on their 17th floor were filthy on the wedding day. Before that, they had a party. By morning, the bride's attire was completely black. Toilets weren't kept clean during the reception. Toilet paper rolls were empty and there were garbage cans overflowing with used tissues. Because no one was coming out to provide drinks throughout the reception, we had to go downstairs to the lobby to buy water, tea, and other refreshments. Although the hotel offered a variety of meals, when it came down to it, the employees gave whatever they wanted. Food was cold, overdone, or not cooked enough. Additionally, meal alternatives lacked promised components including vegetables, dessert, etc. Additionally, visitors reported having upset stomachs the next morning, including stomach aches, nausea, and even vomiting. The staff did not assist us until about an hour after we asked them to open the room the following morning because only one of their members had a key to the room. We had to remove all of the decoration from the room. Before starting to clean, we brought menudo and ate it. The hotel imposed a surcharge for guests bringing in outside meals, despite the fact that they have doordash and other delivery options. Additionally, they charged a family member for the fees (who paid them) before charging them again using the bride and groom's card on file. Remember that they didn't discuss the costs until after they had given the go-ahead for bringing meals. They made considerable money from the more than 20 hotel rooms that the bride, groom, and their entire family booked for several days. The entry locks occasionally wouldn't respond, and the cards for the rooms continued deactivating, making the rooms inaccessible. When we first entered the rooms, we noticed that they were filthy, the carpets appeared to have not been vacuumed, and there were not enough towels available. Overall, the newlyweds and the parties involved had a fantastic night that went awry.

Weddings are stressful enough as it is,  but to have issues arise that could have been prevented by the hotel and its staff is quite appalling. We attended the wedding of my nephew at this hotel on Sunday,  December 18th. The bride was in tears because the carpets were dirty (a party from the night before). The serving staff was late in serving the food, they would serve salad and even the main course to one table while another table didn't even have drinks.  The chicken was dry and the steak was overcooked. We had to leave by a certain time and everything was so off schedule that we didn't even get to share the couple's first dance or the cutting of the cake.  I believe that there should be someone who is responsible for coordinating the events so that the bride and groom can enjoy their day instead of having to deal with issues that the wedding venue is paid for.

The employees were nice and were quick to respond to any request. The beds were comfy and the pool was maintenance was awesome. We had a patio and watched as they cleaned it, hosed down the concrete and placed towels on the furniture every morning. Impressive as I have seen at any hotel. Cheers for the pool tech! The hotel is well located and easy in and out. The interior is could use an update and the carpets need a massive clean!! Our feet were black when we went barefoot. Ewww!

Five stars being relative - this is as good as it gets in El Paso. The location is convenient, hotel is quiet, and pricing is affordable. I've stayed here before when passing through to points West or when on the return home. About the only drawback is their in house restaurant. Just my opinion but I don't think they are serious about offering a quality dining experience, they're slow, short staffed, customer service is lacking - only thing is the prices are in line with much nicer experiences. The hotel itself represents an excellent value, I feel confident to recommend it and we will be back.

All I wanted after a long day from work was to come to a clean room... And it wasn't. It took the driver almost an hour to pick me up (I was only half a mile away!). Not once did they apologize. It may sound petty, but if I'm paying close to $150 a night, it's not much to ask! First and last time staying here.

Me living in El Paso and all, you would think I wouldn't spend much time in hotels here and you would be right... sort of. Usually in between moves I find myself staying a week or two (sometimes longer) in a local motel or hotel until my move in date so the gist of what I've learned is: Location, location, location. Doubletree Hotel is in a great location. My boyfriend surprised me with a one day staycation at this particular Hilton and I'm not entirely sure how I'll outdo him for our next staycation during his birthday week. I've stayed in a few Hilton's on various trips and I love how devoted they all are to customer service regardless of if your an HHonors member or not. Doubletree is no exception. When checking in we were promptly handed warm walnut chocolate chip cookies. And I devoured about half. I don't know what it is, but I'm not fond of cookies with nuts or fruits in them... but I they were good cookies, nice and soft. Thinking about it now, I'm sure they also had regular chocolate chip cookies hiding behind the counter somewhere because what do they do for the people with nut allergies? Also worth noting, they have infused water at the front counter. And even though we weren't HHonors members, they put us on the 12th floor which appeared to actually be devoted to member. Sweet! I love that after a certain floor you do need a room key to get to it. It's just a little precautionary procedure that lets me know I won't run into any unsavory characters during my stay. The room we had was a pretty good sized for just a king bed. And that bed... *drool*... it was soooo comfy, the pillows surrounded my head in what can only be described as a marshmallow encasing. Yeah, okay they were down pillows. I know some people like firm pillows, but not me... these pillows were absolutely perfect and I need four of them at home like yesterday. The room had the usual amenities like a coffee maker, hair dryer, hygiene products, and a pretty large tv. Oh and there's free waters in the room... it's the little things. Overall, I was happy with the room and I think this is ideal for both a short or extended stay. As far as the amenities for the hotel itself, they do have a pool and terrace on the seventh floor. The terrace has a few events throughout the year on it, like a Rib Night one night and during the summer they play movies out there. I didn't see an onsite gym (maybe I just missed it), but there's actually quite a few gyms nearby so if you're coming from out of town I'm sure you can find something to your liking. There is a restaurant, bar and cafe inside the Doubletree, but I'm not particularly impressed with Fire or M Cafe so if you're look for a place to eat/drink I recommend Pot Au Feu, Craft & Social, Sparrows, Pint & Peanut, or The Green Ingredient and if you're looking for a place to pick up snacks, toiletries, and the like I'd say just make a trip down to CVS. Because of location and the way they run Doubletree, this is definitely one of your best options when staying in the area. Sure, you can find cheaper, but you get what you pay for.

This review highlights the poor services that my wife and I received on our wedding day at this hotel. We had booked our wedding day for nearly six months, in which we were cordially welcomed by one of the hotel's coordinators, who helped us plan and establish our big day. A few months before the wedding, my wife and I tried the dinner meals that we both found to be flavorful, had an excellent presentation, and felt our guests would truly enjoy. However, our dinner meals served this past weekend, including the salad, were anything but appetizing and were cold with a poor presentation. Several of our guests complained of their dinner meal being cold, the chicken dishes dried, and the filet of beef dishes overcooked. Some of our guests even felt ill after dinner and left our wedding early. In addition, appetizers, coffee, and salads were served to only some guests. I was surprised that we were not given water at any part of our reception. Although we had provided the hotel with an exact number of dinner meals ranging from roasted chicken, grilled filet of beef, vegetarian, and kids' meals, several of our guests did not receive their meal preference, notably the filet of beef dish. Several of our guests were not served or served in a timely manner regarding tea and cake. In terms of the location of having a wedding on the 17th floor of a building, the Double Tree Downtown El Paso is ideal for overlooking the city. However, I would not recommend this hotel for a wedding or any venue that brings families and friends together. If you do stay at this hotel, do not stay on the 16th floor. There was an event hosted Saturday night, and none of my family or friends could sleep due to the loud music from the DJ. It also did not help that the elevators were noisy and sounded like a moving train passing by. On several occasions, our key cards, including family and friends, stopped working. Several rooms were not booked correctly, and it became a hassle for our guests that did stay at the hotel to resolve the issues with management. My sister walked into her room and noticed that one of the bed legs was broken, and my brother could not get into his room because the batteries for his door were dead. These are just a few of several issues that I am writing about for 50+ guests that stood at the hotel this past weekend. There must be significant changes made at this hotel. Notably customer service. This is the first time my family and I have stayed at a hotel where the services were terrible.

Single woman traveling with a small child. We checked in at 9 pm and went to bed. I was awoken at 11 by someone trying to get into our thankfully security bolted door. Ten minutes later someone else, a single man without visible name tag or ID was trying to disable the security bolt from the outside. He told me I was trespassing and wasn't supposed to be in the room. It turns out, They had messed up our check in and had no record of us having checked in. They attached my credit card to someone else's room yet had no record of me being there. This is within sight of Juarez Mexico and as a single mom, I felt very threatened and in danger during my whole stay after that. The manager said that he would reverse the charges but my six year old was terrified, as was I.

This DoubleTree is a very nice hotel. It was close to the wedding venue and they offered transportation to and from location, which was very nice. Jackson our driver was very nice and accommodating. The restaurant was very nice but I must say the woman in the coffee shop almost made us feel like not she didn't want us to stay there. They have a cute brick oven pizza and bar on one of the high floors that is outside and really Quaint. After leaving and receiving our invoice via email they over charged us and put our rooms in two different credit cards. A bit of an inconvenience it I was able to have it straightened out.

Attended a ball here last night and reserved a room for afterwards. We were rather disappointed with the food and service provided by Doubletree for the event. There was not enough waitstaff to accommodate the amount of people. The drinks were overpriced, and the food portions were very disappointing. The room was ok,however we went for drinks after the event came back by 12 am, and wanted a cookie that is supposed to be always available at the front desk, but to no avail. (I was looking forward to a sweet midnight snack.) Another disappointment was that the coke machine was completely out of all sodas. So I couldn't even get a drink. Overall, I am totally disappointed with this hotel, and it's not my first time at a Doubletree. So if you need to host a big event, or stay somewhere I would avoid this hotel.

We arrived in the evening from a very very long 8 hour drive, and we were welcomed by a night clerk with a terrible terrible attitude. Alexandria the night clerk with purple hair has the worst attitude ever. She spoke to every person in my party with such a despicable and almost annoyed attitude to the point we all just looked at each other with wide eyes. The evening security guard was no better, he was rushing us out of the parking lot with a bright led flashlight. Worst experience I've had with hotel staff. Maybe the day time staff are better but they most definitely need to do some staffing changes for the evening crew.

So far I have had a great time at hotel, always friendly and attentive, rooms are clean the cookies are great an the staff is friendly. The 7th floor bar is nice, it's my first time up here and I've been in and out for the blast 6 weeks. Ballpark next door has proved to be a good time.