As a busy graduate student at The University of Texas at El Paso, it is not often that I can take time to contact a business regarding the level of service they provide. Our stay at the Holiday Inn Express in Central El Paso, however, compelled me to set-aside time to write the following comments. I had a good feeling about my decision to book at this location even before we even checked-in. When confirming her reservation, my Mom raved about the customer service she received over the phone from Maria. Also, I emailed Valerie to ask if anything special could be arranged for my Mother as I only get to see her twice a year. Valerie upgraded our room, and even left a box of chocolates on my Mom’s pillow. My confidence in choosing this location was confirmed at check-in. Alex and his team at this location including, Maria, Tina, Ana, and Daniel, provided quite possibly the best hotel stay I can ever remember. The hotel exterior, lobby, halls, elevators, and even the exterior were always clean. Every aspect of our stay exceeded expectations.
To say the staff was courteous would be an understatement. Every employee, at every interaction, greeted us with a smile. Every time we passed a member of the housekeeping staff in the halls or lobby, or even in the elevator, we received a heartfelt greeting. Every front desk staff member greeted us with a smile and a kind word every time we entered the hotel, and wished us a good day as we left – every time we entered and exited. Chuey, the shuttle driver was incredibly friendly and made each trip feel like an experience reserved for those who use limousine service. We could not believe the shuttle could be used on short trips, and was not exclusively used as an airport shuttle – what a lifesaver!
The hot breakfast provided really caught us off-guard as we are used to hotels offering “free breakfast” consisting of coffee and pastries. The food was always hot, fresh, and presented in a very nice manner. We really could not believe all of the options that were available. I particularly enjoyed the fact that healthy options were available (i.e. low-fat yogurt, skim milk, oatmeal, fresh fruit, etc.) The breakfast area attendant, Ana was, (like all of the staff at this location) even at the crack of dawn, extremely warm and welcoming. The serving area was always clean and well-stocked, and the dining area was immaculate. We found our room to be more than adequate and very clean. I am a firm believer in “the little things” making all the difference in the service industry – and the staff here has thought of the smallest details. Upon arrival in the late evening, coffee was set-out in the lobby. In the early evenings small snacks were available to tide us over until dinner.
My Mother and I have stayed at hotels with higher star ratings, and which charge triple the nightly rate we paid at this location, but never have we felt so happy with a hotel stay. I never once observed an employee who was not being productive. The Holiday Inn Express brand may provide the amenities, but the staff at the Central El Paso location made each one so much more special than just a fixture of the hotel. Each amenity, through the way the skillful staff managed them, felt like it was a “perk” rather than a standard guest service.
During our six night stay, we were able to observe that the cleanliness of the hotel and the wonderful attitudes and customer service skills possessed by each staff member were not just the product of a “good day”, rather, a consistent part of the culture present at this location. We will most definitely choose this location again and I will recommended this location to anyone I know traveling to the El Paso area with full confidence.
I would like to extend a huge thank you to all of the staff at the Holiday Inn Express – Central for making our stay the best we have ever had at any hotel.
As I read-over various internet travel website ratings for this hotel, I see I am not alone in my praises. Please recognize the staff at this location for all their hard work.
As it said on my keycard, I most certainly did “Stay Impressed”,
Rooms opposite the highway are quieter, ask for an upgrade, the shuttle can be used for more than ju...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.