The Plaza Hotel Pioneer Park

I booked this hotel for a business assignment, and it included a $30 daily credit for food and beverage. I thought that was a great perk since they had a bar and restaurant downstairs. The location is downtown which is currently under construction so there are closed roads leading to the hotel which make it hard to navigate. The valet was great they delivered my car every morning promptly the front desk was welcoming and the room was moderately furnished. I booked a king room and when I got to my room it was a double queen no big deal as I was in on business and it really didn’t matter. The house keeping was descent but I noticed the last few days was lacking like no wash cloths and the bathroom barely touched I typically bring my own so no big deal and not worth complaining about. My last morning I noticed you can view your final statement on the television prior to checking out and I noticed two charges for mini bar, now I had not used the mini bar so that was concerning so I went downstairs to checkout and get my bill, initially they offered to email it, but since I had noticed the fraudulent charges I wanted to confirm it wouldn’t be on the final bill. I discussed with the front desk worker that the charges were not accurate and she reviewed the print out stating that there was a reversal. There were two charges on it for mini bar and only one reversal so I didn’t argue as she assured me the final bill would not include those charges. When I got the bill it did. Very disappointing, not only is the room cleaning staff seemingly dishonest but the front desk seemed to be on board with the game of cheat the customer. Beware please review your billing, had this not been a business trip I likely would not have noticed this small amount. **and had they acknowledged the daily credit I might not have noticed either** Just all around bad revenue management.

For a “luxury” hotel, this place misses the mark on a bunch of items. The shower is small, and the dingy shower curtain feels gross. It’s impossible to shower without the curtain rubbing against you every few seconds. The shower head was broken and could not be raised higher than my belly button (it would slide down the “rail” it is on). The bathroom itself is about fifteen feet long, but the sink area only had about 2 inches of counterspace (enough for one toothbrush). The actual room itself is nice, although the sheets are stiff and the pillows are cheap. Elevators are a disaster. There is a fancy touchscreen next to each elevator where you select your destination floor…if only it worked. Our average wait was about ten minutes…which feels like forever when you’re tired after a long night. The only alternatives are to walk down to the basement to access stairs or a service elevator. The food at the restaurant was overpriced and mediocre. We paid $90 for three tacos, a caesar salad, and two drinks. The meat in the tacos had good flavor, but overall the tacos were a greasy disaster. The corn tortillas were swimming in grease and completely saturated. The ceasar salad consisted of an uncut half-head of lettuce with not-great Parmesan cheese (the type that looks like sawdust) and average dressing. Drinks were pretty good. Location is fantastic…it’s the only silver lining. The Christmas festival is awesome. One problem: the roads are closed, so the valet stand is on a random corner two blocks away. It would not have been a big deal IF THEY HAD TOLD US. I drove around for 20 minutes running into closed streets…police cars blocking access. An officer finally gave us directions as we pulled over and trying to call the hotel. This place could be great…it’s just not.

We had the pleasure of spending a night at the plaza. Upon entering we were greeted with a very cozy homie lobby. The location was superb and lighted in the downtown area. The room was absolutely adorable clean with a view of the downtown lights. The shower was roomy and the bed was very inviting And comfortable. I give this hotel a four star for the cleanness since there were some hair particles in the shower but a five star for the comfort, and its location. We will definitely spend the night here when we pass through El Paso in January.

My stay at this hotel was truly unforgettable! The beautifully decorated lobby set the tone for a exceptional experience. The rooms were immaculate and perfectly maintained. The rooftop bar offered breathtaking views and outstanding service. The front desk staff and valet team were highly professional, friendly, and accommodating. I highly recommend this hotel to anyone seeking a superior hospitality experience. You will not be disappointed.

Every aspect of this hotel went far and above our expectations! From arrival to departure, it was nothing short of luxurious and welcoming from wall to wall & floor to ceiling. Each staff member was pleasant and friendly regardless if they were specifically helping us or someone else. Photo attached of our lovely view!

Absolutely fantastic hotel. The location is perfect, so many of the cities best bars and restaurants are walking distance from the doorstep or you can simply stay in and enjoy the fantastic bars and restaurant on site. A sunset cocktail at La Perla is an absolute must, if you do to need to recover from maybe one bar too many, breakfast at Ambar can't miss. The hotel itself is well taken care of and rooms are gorgeous. This property can stand shoulder to shoulder with some of the best East or West Coast hotels in the game. Most importantly, the staff goes out of their way to make guests feel incredibly welcome and will make sure your stay lives up to every expectation. If you find yourself in the 915...make time to spoil yourself and make your trip one that you'll never forget by staying at this well earned Michelin Key gem!

We stayed for only 1 night. While the service was wonderful and the hotel is beautiful, there were a couple of things that could have been approved upon, however, these are just personal preference. First, the bed was entirely too soft and the sheets were somewhat stiff. It looked beautiful but was not "soft & cozy". Secondly, the thermostat in our room did not seem to be working properly. While we like it very cool, we had it set at 66. During the night the temp of our room went up to 70 and the AC never seemed to kick on. While it was warm, it wasn't so bad that we couldn't sleep. But for what we paid for the room we expected it to be comfortable. While we were only there one night, we did not bring this to the staff's attention as we came in late after driving all day and dinner and left fairly early the next morning and weren't actually asked how everything was.

I don’t write many reviews, but my experience at Plaza Hotel Pioneer Park deserves a proper warning label. After a grueling 15-hour drive from Los Angeles—including two hours stuck in standstill traffic in New Mexico and nonstop torrential rain—my husband, our pup, and I arrived around 11:45PM on November 22, 2025, absolutely drained. Thankfully, check-in with Alex was the one bright spot of the entire stay. He was warm, personable, and even offered us a chilled bottle of white wine—a small but meaningful gesture after the day we’d had. We slept soundly, enjoyed our preordered breakfast, and hit the road again toward Fort Worth on November 23rd to continue our Thanksgiving plans with family. Checkout was quick, easy, and I was told the final bill would be emailed later that day. I received it, reviewed it, and everything looked perfectly fine. Then came November 24th, and things went downhill—fast. I received another email, this time with a revised bill that included a “room damage fee” of $7.05 for a supposedly missing “clip hanger.” Not only is the charge absurd, it was completely fabricated. Why would I need a hanger when our large luggage stayed in the car with valet the entire time? We checked in late, slept, ate, and left around 10 AM. I didn’t even have time to unpack, let alone steal a hanger. I immediately called to inquire and was told someone would need to “check with housekeeping.” Then… nothing. No call back. I called again. Same script. Still no follow-up. I called a third time and was once again told the housekeeping manager would “look into it” and decide whether the charge could be removed—as if this required a full investigation and a committee vote. At this point, it became painfully clear: The accounting department at Plaza Hotel Pioneer Park is incompetent, and housekeeping seems to be running some kind of petty upcharge scam. A so-called luxury hotel should, at minimum, send an accurate bill or at least communicate with guests when issues arise. Instead, they hide behind “housekeeping will review it” while ignoring repeated requests for an explanation. Eventually, I did receive a revised bill with the erroneous charge refunded—but still no phone call, even after I asked for one each time I followed up. Not a single explanation. Not even a courtesy apology. The lack of accountability is astonishing. And here’s the kicker: we actually had excellent service from the bellhop and valet. They were friendly, efficient, and made arrivals and departures smooth—further proof that this hotel has the talent, just not consistency in the departments that matter after you check out. I should be clear—this issue isn’t even about the money. It’s the principle. Why should my integrity be questioned? Why should I even have to defend myself to multiple individuals over something that never happened? Why should I be left to repeatedly follow-up to get a resolution that surely cost the hotel much more in time and resources than the erroneous fee. Why should I lose precious time with my family over the holidays to resolve an issue that should have never existed? Should I have requested a walk-thru of the hotel room with the manager as if I were turning in the keys to an apartment that I had leased? It’s something I’ll definitely consider going forward—but should I even have to? That’s absurd. I’m a guest, who paid a premium to stay at your hotel, by choice. A choice that I will consider when planning my future travel through beautiful El Paso. Unfortunately, because we enjoyed our stay so much we booked our returning home stay for the weekend following Thanksgiving before receiving the revised erroneous invoice. I’m disappointed that our favorite place to stay in El Paso is now tarnished. Hopefully round two will come and go without fabricated fees and ghosted call-back requests. I’ll report back. If you’re considering a stay here, be warned: The hospitality is five-star, but the billing practices and accountability are proving to be absolutely and unfortunately zero-star.

Just arrived and already completely impressed with the service, the staff, the ambiance-- everything. I wish I could give them more than 5 stars as it is. Highly recommend this downtown hotel.

Loved this hotel so much! It's a classic hotel, updated with gorgeous finishings and furnishings. The location is amazing - close to everything. The staff were kind and helpful. My room was luxurious, I made a note that if I ever need somewhere to just get away I should go to El Paso just to stay here

Our stay at this hotel was truly exceptional, thanks to the outstanding hospitality and services from Corina, Louise, Miguel, Ricardo, Francisco and Jesse (AV Tech). From the moment we arrived, each of the staff made us feel genuinely welcome, greeting us with warm smiles and a seamless check in process not just to our rooms but to the event Texas Convening. The attention to detail was remarkable, every staff member seemed eager to go above and beyond to ensure our comfort. The team was incredibly knowledgeable, offering excellent recommendations. They were attentive, always available to assist with any request; big or small. Corina was always greeting us with friendly smiles, making sure we had everything we needed for a successful convening, adding a personal touch to every experience. Each of the staff members made sure everything was perfect - thank you to Francisco for having a solution to our rooftop La Perla experience. Even the check out assistance with luggage handling by Victor, it felt like the staff took pride in creating a memorable experience for our group, which made our 3 day event, an incredible special convening. Overall, the experience at The Plaza Hotel in El Paso was top-notch, creating a perfect balance of professionalism and warmth. It's clear that they truly care about the guests satisfaction, and it left us looking forward to our next visit. Grateful for a wonderful experience.

It's our first time in El Paso and this hotel helped in making a good impression of the city. The staff were friendly, the reception area and our room were beautiful and spacious. The only downside is it's close to a bar that plays super loud music at night until 2am! It was fine the first night since it ended at 12am, but the following night, it ended at 2am. We had a hard time sleeping because the music was just too loud! Regardless, I loved this hotel!

This hotel is gorgeous! You walk in and you are immediately hit with the beautiful artwork and hotel staff, the location is a prime spot, so many places to eat and have a drink in the area, stop and check this place out.

We were looking for a new place to try for lunch today since many places were booked on a Sunday. So we decided on the Plaza hotel restaurant. Until 2 pm on Sunday, a buffett style brunch is served. The food was really good and service was great. I had an omelet, roast, potatoes, and several cakes and sweets for dessert. The staff did a great job of providing service. This is a little restaurant you should try as there wasn't a wait at all. Several tables were still vacant.

Beautifully decorated, with light filled and spacious rooms. Great bar with an amazing range of tequila and mezcal along with really good food! This hotel really blew me away with the level of service for the price, awesome stay!

Super nice place! On our most recent tour of EXTREME West Texas we opted for the Plaza and was impressed with everything from the rooms, to the roof top bar / observation deck, to the Ambar bar and fabulous restaurant where I devoured a spectacular Chili Rubbed Rack of Lamb. Its been many, many years since I've been to El Paso and honestly, I'll be back much quicker next time just to stay at this hotel and drink the good Mezcal and Tequila at the bar and to revisit that lamb dish.

First time booking a hotel through Amex hotel collection and if all hotels on there are like this then it's a 5 star experience every time. The hotel staff is super pleasant from beginning to end. Perfect level of cadence. Hotel quality is top notch from lobby to elevator to the very clean rooms. You also get a $100 credit if you book 2 nights plus if you have Amex platinum or gold. That credit can be for valet parking or snacks or drinks. Free stuff is always good!

This hotel is perfect, great service, beautiful rooms, awesome dinning. Staff is very attentive from the moment you walk in. Stayed here for our trip to carlsbad caverns. Highly recommend also great to walk around located in the heart of downtown. Perfect stay

everything from check-in to departure was smooth and inviting. food was very good in the restaurant and our sunset with drinks on the Perla patio was amazing. probably the best suite we have stayed especially for the price!!

Just lovely. Classy, friendly, cozy, artsy, upscale, comfy, tasteful, professional - remarkable that a hotel can be all these things at once, but the Plaza Hotel Pioneer Park achieves it. Everything here is done well. You don't wait for elevators. Rooms are secure. The lobby feels as cozy as your living room but all the touches of the interesting but tasteful decor (everywhere you look) remind you that you're living a better life than you could be in so many other places. The food is fantastic. The drinks are fantastic. The service is fantastic (special shout out to Jesse in Ambar and Mike the security agent keeping things safe - what friendly professionals these guys are!), housekeeping is on-it (do remember to tip them; they have a hard gig) - heck, the _toiletries_ are even pretty nice (Le Labo's Santal 33 scent). We got a Mills Junior Suite and found it to be totally comfortable (we liked having the additional sitting area away from the bedroom; not in love with the stupid barn door to the bathroom, but what are you going to do?), but saw a standard room and thought it was very nice as well. Great sleep on comfy bed; great blackout shades. Yeah, the area is a little loud on weekends until 2 a.m., but that's the area - bring earplugs if it bothers you or else consider staying in another part of town (because other hotels in the area have the same issue). Hey, we'd be happy to go back to the Plaza Hotel Pioneer Park next week - and we PLAN to make sure to go back soon.

absolutely gorgeous hotel with an exceptional staff. helpful, patient and kind. even when i insisted their menu said something completely different than what they were offering before I realized I was looking at the nyc location website. the rooms are gorgeous. very quiet and the bed was so luxurious. the bathroom is beautiful and well appointed. an absolute perfect stay from the valet and bell hop to the front desk and bar staff. love this place

We were blown away by the accomodations here in El Paso. The lobby, the room, the finishes...everything was stellar. The retaurant was excellent. We only stayed for one night as we were driving to Marfa then onto Austin. I was so impressed that we are staying in another of the hotel group's locations in Charlteston for Memorial Day.

It's one of the most beautiful hotels in El Paso. It should be an destination, when visiting the city. The food and drinks match the ambience, so you win, in every way.

My family and I had a hotel reservation this past Sunday, upon arrival I was informed that the reservation was cancelled. I was told to contact guest services and request a full refund. The front desk could care less and we're helpful with NOTHING!!! We went to get our car from valet and let me just say..... THANK YOU VICTOR!! Victor helped us get 3 beautiful rooms at Hotel Paso Del Norte. As of today I am still dealing with trying to get my refund of $1020.60 from guest services.

Lovely hotel in downtown El Paso with tons of charm. Rooms are spacious with nice touches throughout but the people and service are what put this over the top for us. Outstanding customer service shown by everyone.

Lovely experience. We stopped through on a road trip. This hotel is beautiful, my family and I had a great time. The beds were super comfortable and the staff was so friendly and polite. We had a delicious dinner at Ambar to round it off and enjoyed the rest of the amenities. We will definitely come back.

Let's be perfectly fair and clear, the hotel itself is absolutely stunning. The rooms are appointed incredibly well, comfortable beds and great amenities. After you've checked in, what they don't tell you is that they have had a known issue with a bar just next-door that stays open until 2 AM and plays the loudest rave music. They openly admitted that they've had to call the police on them countless times through the years. And when I say loud, I wear hearing aids, and without them, I could hear/feel the music pulsating throughout the room, to the point where we couldn't sleep for several waking hours. When I went downstairs to request a room change, they were oversold, which is understandable but they have a responsibility to share that with us. Last I checked, it was the hospitality business. You wouldn't invite someone in to your own home and then place a large radio next to them at full blast unless you intended to torture them. Maybe they don't understand that there are people passing through who are weary travelers, or maybe just want a good nights sleep. I will go out of my way to spread the horrible experience we had and never stay in this hotel. If it makes you feel any better, they offered earplugs, which is hilarious. They do give you a nice note with the managers name, and the name of the bar where the noise is coming from. It has her number on it, but apparently she doesn't know how to pick up a phone. Maybe you'll have better luck.

Just like the Plaza Theatre nearby, The Plaza Hotel was completely revamped/renovated. The Plaza Hotel was supposed to open sooner but the pandemic delayed it. It's a historic boutique hotel that's been around since the 30's. A-list Hollywood celebrities like Elizabeth Taylor and others have stayed here. It's a beautiful building, especially inside. The lobby areas are comfy and rustic looking. It sort of has that Southwest look and feel to it. They have some Native American artifacts and shelves of books. The sophisticated Mexican restaurant Ambar is located here. It's beautiful looking as well. Wow! I haven't eaten lunch or dinner here yet but I plan to soon. I've heard a lot of good things about it. The place smelled amazing when we passed by since lunch was about to be served. The staff is friendly and helpful inside and outside of the hotel. You would think they'd be just a little bit snooty, but they aren't at all, not even a little bit. I haven't stayed here yet but I stopped by with my bf. One of his relatives was visiting El Paso and stayed here. She invited us to breakfast in her room (which was from Ambar). Her room was beautiful. It wasn't too spacious but it was cozy and comfy. The bed was super soft! It had to be the softest bed I've ever encountered in life so far! The bathroom was beautiful. It had one of those see-through glass showers. I think it would be better if it had a bathtub but oh well. It doesn't take any of the beauty away. The curtains are motorized and the elevators are digital! I've never seen that before! The breakfast was pretty good! I had what they call the Americano. Mine came with a scrambled egg, bacon and potatoes. It was all cooked well. I like putting hot sauce on my eggs but there wasn't any. No biggie. The orange juice tasted kind of weird. I didn't get to check out Perla, their rooftop bar on the 17th floor. It was closed on the day we went. I'm sure you get an amazing view of downtown El Paso. It's perfect to catch a sunrise or sunset. I'm thinking of coming back...maybe for my birthday weekend or to Ambar. Check it out if you're in the area, even if you don't get a room here. This is a great addition for downtown El Paso.

We had a really great experience at the Plaza Hotel Pioneer Park. The service was spectacular and our room was beautiful. I will recommend staying here when in El Paso.

This hotel is beautiful but as I'm laying in my bed with blaring music and the walls shaking from bass, I have to say DO NOT stay here if you have kids or want rest. The front desk just told me this goes til 2am. Should really be a warning on the website when you're paying 300 bucks a night to SLEEP, which is not possible. Update: raised it a star because the front desk was very kind today and gave us free breakfast. They said that the music is the club across the street and apologized. It is shocking to me the city allows a club to have music this late until 2am. I think the hotel should warn guests on the site And provide ear plugs in rooms in the future. We are all very tired today.

We held a board meeting at the Plaza Hotel recently and had a wonderful experience. Thanks to the events coordinator staff - Christina and Rebecca - and Raudel, Sylvia and Corina in catering and technical everything went smoothly and the food and service was excellent. In addition, the rooms are very well kept, quiet and comfortable, the bar and wait staff were all accommodating and efficient. Board members told me they were very happy with the quality of the hotel and the service. I will be calling the Plaza Hotel whenever we need to hold an event in El Paso!

This is an elegant and modern experience. The building is ancient but none of the remnants are prevalent. Very modern with digital elevators, automated shades and black out drapes, amazing views (even in the bathrooms), and the trendiest decor in town. I would highly recommend for anyone to try this experience.

Great Hotel and Great people. Front desk personnel were awesome, very helpful and courteous. Rooms are comfortable and clean with a modern feel. In room dining has very delicious food. I had a wonderful time staying at The Plaza Hotel !!!!! Also down town El Paso is a very beautiful place.

Classy and comfortable. The Plaza makes you remember how special a good hotel can make you feel. Thoughtful lighting, upscale toiletries (Le Labo Santal 33), elegant furnishings. Even though I dislike those horrid "barn doors" in modern architecture, the one on the bathroom did not irritate me too much. My only disappointment was that La Perla was not open the evening we were there, and by the time I saw that tours are offered everyday between 6 and 7 (I recall), it was too late.

The new and luxurious Plaza Hotel is simply the best place to stay in El Paso. With its outstanding staff, comfortable and elegant rooms, creative cuisine, and great location in the Arts District, the Plaza is great whether you are driving through on I-10 and need an overnight stop or wanting a memorable boutique hotel for a romantic weekend. Be sure to have a cocktail at the La Perla rooftop bar (the former penthouse where Elizabeth Taylor and her husband Nicky Hilton lived for a while) or a special tequila at the glamorous Art Deco bar which spotlights the largest and rarest selection of agave spirits in the country. The Ambar restaurant menu includes traditional wood-fired Mexican specialties -- the short ribs are especially good, as are the desserts.

No service. We waited at the bar for 10 minutes without service. Three bartenders smallish bar and nothing. After the allotted 10 minutes (that's my threshold) we left. Nice looking, food smelled good but service is key to any successful organization.

Decided on a staycation for my wife's birthday weekend and could not have made a better choice. Our positive experience started off with a phone call ahead of our stay to explain the purpose of our stay. Samuel Garcia answered and immidiately knew we were in good hands. He mentioned our room would be ready early in the event we wanted to check in sooner and would take care of making her birthday special. We were greeted by Samuel at check-in with a smile and personal guarantee to make everything right for her birthday weekend. In fact, we had a few ups and downs during our stay but Samuel made them right within minutes. We caught the sunset at Pearl, the hotel's rooftop bar. Pearl has amazing views of our wonderful city. Dinner followed at Ambar, the hotel restaurant. Our table had a clear view of the kitchen (by request) and it's wood burning grill. The hotel is amazing, as are it's amenities, rooftop bar, and restaurant. It offers cozy sitting areas throughout the property to relax. Our experience was great with it's staff to match the best hotels around the globe.

My girlfriend and I were on a way out to La Jolla last week and due to the inclement weather we spent two nights at the Plaza Hotel. What a great hotel. We really enjoyed our stay! The staff were phenomenal and extremely nice. We had a corner room which was great! Great views of downtown! The downstairs bar was really nice! Great palace to have a drink and the bartender was really nice. I love staying at classic hotels and I was really impressed. Beautiful hotel. If you are ever in El Paso.... Please try the plaza pioneer park. It's really charming. Oh.. they do have a rooftop bar! Looks awesome. Due to snow it was closed. Will be back!

The remodel of the hotel 2ish years ago has earned it the category of must stay. The amenities are vey nice. A great deal of thought went into everything from the reading lights built into the headboards, to the convenient power plugs and charges in the nightstand drawers so that you can charge your devices at night while they are out of sight. The interior decorating and appointments are great. The best part of the hotel so far is the people. The Doorman, Rob and the Front Desk Agent Daniel have been so incredibly helpful. They are friendly, engaging and recommended amazing experiences that I might not otherwise have had. Thank you Ron and Daniel.

My friend from Germany is visiting and I could her and her mother to have a couple of drinks and appetizers ti the Plaza Hotel. As you know the Plaza offers excellent service we sat at the bar enjoying great conversation the bar tender (Carlos) was pleasant makes a great dirty martini my friends had Prosecco and wine; we ordered steak tacos, chicken tacos and guacamole was delicious I highly recommend the Plaza they offer parking and they will validate your parking ticket when you leave; The surrounding areas are wonderful to walk around-please enjoy the downtown area around the Plaza Hotel it's Great for visitors; we are proud to have our Beautiful city of El Paso Texas Sincerely Bertha

Be ware!!! It is very uncomfortable that you leve you Debit or Credit Card and they just make a charge. We ask for room service, a plate of chilaquiles(delicious) I tipped the waitress when she delivered in the morning so I was expecting a charge of $45 more or less. But today I noticed a draft for $69.16 for just chilaquiles OMG The lady that took my call was very blunt, no customer satisfaction I was told that there is a charge for the Valet parking, she (Sherly maybe is her name, I don't remember)even told me that it was in the Hotel Policy. However, we were not told about it and the stand where it says Valet Parking at the entrance of the hotel, there is no price!

Nice hotel in downtown El Paso. If you have kids I would stay away. They have a roof top patio that would be great for watching a sunset and having a nice memory, but kids aren't allowed. I wouldn't come back based off this. Not kid friendly.

Avoid, Avoid, Avoid! Stay somewhere else. This hotel is many years and at least one management change away from figuring out what customer service means. We had high hopes for the emergence of this El Paso landmark as a high end hotel. We stayed here one week. It's definitely a dud and a rip off. The promise maid service every THIRD day. Then fail to deliver. We tried reminding them by phone, in person, both on the same day. And we've just been ignored. The front desk lies to our face "Of Course" they say "My Pleasure" they deceive. When we return to our room from a long hard day. No maid service no towel change. We call back. No towels. Trash is piling up. Towels are filthy from day after day of use. They promise clean towels. They promise maid service on the fourth, fifth day. All lies. We tried the Ámbar restaurant with our family for Sunday brunch. A large group of seasoned diners with travels all over the world and many, many meals in El Paso all agreed it was their WORST MEAL at a restaurant EVER! They did comp half our meal, which at least shows they recognize how bad their food and service was. A very expensive and complete disappointment. Foster and team should have just left this building shuttered.

Really, really bad experience here. We were so excited to stay at this new(ish) hotel when visiting family in El Paso. We had a week-long stay and expected good service and a high-end hotel. We got a bed more uncomfortable than a Motel 6 and the worst service we've seen in a hotel--ever. We ran out of toilet paper, ran out of clean towels, asked for help from the front desk and were ignored. The front desk staff is quick to give you the answer they think you want to hear. But they do not follow through. Limited maid service is perhaps understandable if they're having a hard time finding employees during the pandemic. But in the week we stayed with them, the Plaza did not provide the every-third-day cleaning. I should not have to get creative with toilet paper options and air-dry after a shower when paying over $200 per night in El Paso. Maybe in a 3rd world country, but the Plaza markets itself as a customer-focused, luxury stay. Let me tell you: It's Definitely Not! Their front desk employees could not care less that you're having a terrible experience. They just want you to leave them alone and will not follow up on the services they promise. The valet would not let us park up front to unload our luggage. Since we wanted to self-park, they made us go park in the garage and lug a week's worth of luggage downstairs, across the street, and into the hotel. We've stayed all over the world and have never seen this policy--no parking up front to offload. It was an evening and the valets were more interested in making tips from people eating a meal at the restaurant than serving a customer staying a full week. This hotel is a failure and I would not expect it to recover anytime soon--probably never. Elements of the hotel are nice to look at. The art-deco style is nice. But just look at pictures online, don't make yourself miserable by staying here.

Hotel lobby smells of pork bbq smoke from the restaurant. Lucky I brought my earplugs because the loud music from the club nearby lasted until 2am. 30.00 credit per day for eating at Ambar or Anson does not exist. The restaurant hostess and check in person in the lobby have "no idea what I'm talking about" which makes sense since they do not honor it. Showed them the website at the front desk and was quickly met with the response, "it doesn't apply since you booked through Expedia". But we didn't book through Expedia but directly through the hotel. Reluctantly said she would honor it. Ate at Anson across the street put it on the room, went to check out and credit was not processed yet. Final charge didn't reflect credit for my sister or me. So for 60-120 dollars they saved and spending 700 dollars at their restaurants with a large party will not stay there in the future and will try Del Norte Hotel.

Absolutely awful experience at this hotel. We spent two sleepless nights dealing with extremely loud music. We were never advised beforehand that the rooms would sound like you are in a club from 7pm to 2am no matter what room you are in at the hotel. This has clearly been a problem as we were told they were in litigation with the club next door and all they could do was give us earplugs (which also did not help) and breakfast vouchers (which we did not get). We moved rooms and the music was worse. We were told we would receive a refund for one night. We did not receive the refund. We also did not receive our deposit back even though we did not purchase anything. If you plan on sleeping, do not stay here.

This place is a cesspool it leave nothing to be desired they are short staffed and the manager has no set standards Not to mention they have the maintenance staff helping as bell men. Thera is no security to speak of drunks constantly walk in and out of the building sue to its lack of security or complete absence of They have no control over any aspect of the building shit doesn't work most of the time and the toilets are constantly backing up. So f you room seems clean more than likely it's not be wary of their hotel it's hiding more than you think just because e you spent a million dollars polishing a turd it's still a TURD Oh and just so you know that no people of color work here if you ain't white or Mexican you don't get to work here

Nice remodel and location. Enjoyed the stay but service was an issue and found out later I was overcharged when management didn't honor the restaurant credit for eating at the hotel. Waitress said it would be added to my hotel bill if I charged to my room. Even after calling them afterwards to get corrected they refused. Not a huge amount, and I expensed it for business, but left a bad impression. Poor service for an upscale hotel. I'll be going back to the Hotel Paso del Norte next time.

They don't tell you when you check in, but there's a night club that plays music all night and is sooooo loud with bass pounding all through the walls. If you're even slightly sensitive to noise while sleeping, do not stay here. Otherwise, the hotel is great. The music/noise level is outrageous!!! Will definitely not stay here again. Update (1 hour later): we are checking out tomorrow and moving hotels. This is one of the very worst experiences I've had at a hotel - which is unfortunate because it is absolutely beautiful. Poor customer care, though. Feels like I'm trying to sleep next door to a frat house.

It's a beautiful brother and beautiful restaurant with a gorgeous bar. Horrible service is the problem. This weekend seven empty tables and 12 chairs open on the bar and they would not sit us.. third time it is not the charm in this case. so I'm thinking they just want reservations ..

Beautifully remodeled, incredibly hospitable staff, and excellent food and drinks. Great location, and although the parking garage is on the next block, parking is plentiful, convenient, and safe.

I'm giving this a 3 star because the room was nice and comfortable. However it is not a 5 star because I noticed my room charge was almost $100 more than expected so I called about the error. I was then told there was a $79.50 pet fee. I can understand this if it were explained but it never was so it came as a complete shock. Also, they have you sign a letter of what your pet will receive while staying, names etc and mine never received this so called bandana or waste bags. If you're going to charge a fee and not tell your customers about it at least provide the items you're saying you're going to provide. Now to move onto the next issue, when I asked the young gentleman about valet services he told me they were $12. After reviewing my charges it was in fact $25 to which was never explained also. I can agree this is a nice hotel but no need to try and hide charges from guests. I don't know that I'd ever go out of my way to stay here again.

This place is seriously nice! They have updated elevators and everything in the room seemed brand new. The vibe and style was really cohesive as well. We did not go out to eat but the dining and bar areas had a great vibe and seemed fun! The staff was helpful with carrying our bags and the check in staff was nice and helpful. I was able to stay here with my 2 cats for an extra $100 fee. A little steep but I get it, it's a nice place. And I am grateful to be able to have the pets there. I would 100% stay here again. Great location, there is a restaurant and Starbucks right across the street. You have to pay for parking in the garage so make sure to unload your items before you park!

OUTSTANDING SERVICE from the moment we got there. Amazing staff but the shining star was our bartender, Tim. He's full of historical facts about the area and ended up giving our party a walking tour. Everything about the stay was perfect and we can't wait to stay again.

This hotel is gorgeous. Hands down. Customer service is great. They called me the day before to ask about my trip & any needed accommodations, which set the tone of attention well before I arrived. The location can be frustrating because there's some current road closures and the parking situation could be better... but I was able to stop out front & concierge had my stuff taken up for me. I then self-parked a block away for $10. I have two dogs and was pleased to find a dog bed, a plushie, and food bowls in the room. Makes the pet fee feel worth it! The room itself is a bit small (this building is from the 30's so it makes sense). The designers did a GREAT job. Quality materials with artistic flair is found in every direction. Room service is still operating here which I also greatly appreciate. Many hotels are skimping on services due to Covid, but this still feels like a full service hotel. The food- I would rate at a medium quality, the kind that looks really pretty but has some flavor issues (too salty or too bland, unbalanced). I ordered 4 items off the menu for room service during my stay and was overall happy with it. The little park & other restaurants adjacent to the hotel are very cute, there was a lot of people out on a Friday night (all wearing masks) and it felt safe & fun to walk around. Overall I will ABSOLUTELY stay here again when I'm in El Paso.

A beautiful, glammed nostalgic hotel. Located in a perfect spot, downtown El Paso. Our room had great views, at night the city lights up. Very clean, a must when lodging in El Paso. My husband and I will return.

Very luxurious hotel! Right in the middle of everything, such a great location and staff are attentive. Only thing to be aware of is that there is a nightclub somewhere close by and you can hear the beat all night, but that wasn't a problem for us. A little bit of tv going on and it was all fine.