Extended Stay America Suites- El Paso - Airport

Employees at the desk in the evenings and nights need to learn how to pick up the phone and come to the desk when a guest arrives. They're always hiding somewhere asleep or hiding somewhere on their phones

I made a mistake when booking and selected the wrong dates, which resulted in a no-show. I was charged for one night plus tax, which I understand is part of the policy. That said, I did call to explain the situation and ask if there was any flexibility (even a partial refund or credit), but I was told no exceptions could be made. The staff I spoke with were polite, but the policy felt very rigid given the circumstances. I’m not disputing that the charge follows the rules, just noting that there doesn’t seem to be much room for customer goodwill when honest mistakes happen. If your plans aren’t 100% certain, double-check your dates carefully or consider a more flexible booking option. Overall, this is more about the policy than the people working there, but it’s something future guests should be aware of.

My stay here is excellent. Sam is a great manager. He accommodated us on our rooms and is always there to help. I would recommend this Extended Stay to anyone traveling to El Paso

The first room I checked into the toilet didn't work[ no action from the handle]. The TV also didn't work. When I went to get a new room I was asked if I wanted a plunger. [ no, I don't want to plunge someone else poop]. Eventually I got a different room, now I have towels with poop stains and comforter with poop stains, but the toilet flushed so an improvement.

I stayed here for 2 weeks and my stay wasn’t terrible, but it also wasn’t the best. The hotel is fairly priced & conveniently located. The rooms are clean & staff were polite. Now onto the things that led me to give the hotel a lower rating: 1- The room keys need to get reset almost every other day. The staff is available 24/7 to assist with unlocking them but it’s still just a little inconvenient. 2- The whole reason I booked this hotel was because it has a kitchen. The stovetop appliance in my room did not work and when I first tried to use it, it made some loud noise and briefly went to flames before smoking out. They did offer to move me to a different room; however, I declined because I had a lot of personal belongings & didn’t want to deal with the hassle of moving all my things. 3- One morning, someone knocked on our door. It was a soft knock and before my husband had the chance to get out of bed and answer it, some older gentleman had opened the door and tried to come in our room. Luckily, we had the top latch on so he couldn’t open the door all the way; however it made me uncomfortable about my privacy. Overall, I don’t think this would be a terrible stay for a day or so, but I wouldn’t stay here for an extended amount of time.

Absolute insane asylum. One night people walking and jumping on floor above us. Next night someone blaring TV til 3 AM in the next room. Walls very thin. People coming and going all night (because of airport close by?) ***Update: Oh look! Management cares so much, they took the time to turn on the AI chatbot and have it write a carefully crafted reply! How thoughtful of them! ❤️

The only problem with this hotel is the front desk people are rude don’t rely on them if crazy people in the room next to you are fighting call 911 don’t call the front desk call 911