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

"The staff was helpful "

"In fairness hotel was under some renovations during my stay so it’s hard to comment on cleanliness. The room seemed clean and updated but the bath area was not updated. The breakfast was okay with scrambled eggs and a choice of meat but only toast and packaged muffins, no bagels or English muffins. Oatmeal was available. So breakfast was okay if you’re not into a big breakfast. Overall it’s a good hotel especially if you get a good price."

"The room I stayed in had a bright parking lot light shining through the window and it was daylight all night long. Should have blackout curtains"

"Nice hotel, staff was always helpful"

"Thanks"

"We had a wonderful stay at the Holiday Inn Express! The staff was incredibly friendly, welcoming, and helpful throughout our entire visit. The hotel was in a great location, especially for attending events at the Sun Bowl, which made everything very convenient. The breakfast was surprisingly good with a great variety of options including fresh fruit, pancakes, eggs, and more. We also loved that they offered convenient grab-and-go breakfast bags for guests on the move. Overall, it was a clean, comfortable, and enjoyable stay. We would definitely stay here again!"

"It’s good "

"Yes"