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Reviews of HI Express El Paso Downtown, an IHG Hotel

2.5 out of 5
HI Express El Paso Downtown, an IHG Hotel
409 E Missouri Ave, El Paso, TX

Reviews

7.6

Good

Rating 10 - Excellent. 390 out of 1001 reviews" "
Rating 8 - Good. 284 out of 1001 reviews" "
Rating 6 - Okay. 130 out of 1001 reviews" "
Rating 4 - Poor. 96 out of 1001 reviews" "
Rating 2 - Terrible. 101 out of 1001 reviews" "

7.8/10

Cleanliness

8.4/10

Staff & service

7.2/10

Amenities

7.4/10

Property conditions & facilities

7.0/10

Eco-friendliness

Reviews

2/10 Terrible

Thelma

Stayed 1 night in May 2024

4/10 Poor

Verified traveller

Travelled with family, Travelled with partner
Liked: Cleanliness, staff & service, amenities
Disliked: Property conditions & facilities
There was no hot water, the boiler broke. Taking a cold shower was not a good experience at all!
Stayed 3 nights in Apr 2024
Response from FOM on 29 Apr 2024
Hello Melissa,We would like to apologize for this huge inconvenience from our end, we understand your frustration and out maintenance team has been on top of this situation. We hope we can have the opportunity to better serve you in a near future in order to make things right for you.Thank you for your feedback!

4/10 Poor

Eugenia

Travelled with family
Liked: Cleanliness, staff & service, amenities
Disliked: Property conditions & facilities
I would have given 5 stars all around, but the bed was sunken in the middle and my husband and I kept rolling towards it. Not that it’s a bad thing for us to be next to each other, but not very comfortable when sleeping. The boiler gave out which is out of their control, but they weren’t sure it would be fixed by that night. Not good to have to shower in cold water. Again, not their fault and things happen so like I mentioned I would have given the hotel 5 stars in total otherwise. We did end up checking out and going to a different hotel for the remainder of our stay.
Stayed 3 nights in Apr 2024
Response from FOM on 29 Apr 2024
Hello Eugenia,We would like to apologize for this huge inconvenience from our end. We understand your frustration and would like to thank you for all the patience you have given us. We hope we can get the opportunity to better serve you on your next visit in El Paso and make things right for you.Thank you for your feedback!

10/10 Excellent

Helen

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very walkable to various museums. Close to free trolley line and other bus lines. Room was very clean as was breakfast area. I would stay here again.
Stayed 2 nights in Apr 2024
Response from FOM on 29 Apr 2024
Hello Helen, We are delighted to hear about your stay with us. We look forward to having you with us on your next visit.Thank you for your feedback!

2/10 Terrible

Marco

Our stay would have been a 5 star if there would have been hot water. We stayed for 4 night 5 days and only had at best luke warm water. The pool area was closed due to condition of the pool.
Stayed 4 nights in Apr 2024
Response from FOM on 29 Apr 2024
Hello Marco,We would like to apologize for this huge inconvenience from our end. We understand your frustration and our maintenance team has been on top of the situation to get this fixed.We thank you for your feedback!

10/10 Excellent

Patricia

Liked: Staff & service, property conditions & facilities
Stayed 1 night in Apr 2024
Response from FOM on 22 Apr 2024
Thank you for your feedback!

8/10 Good

Roman

Business traveller
Liked: Staff & service
Hot water in the shower was an issue for the first night.
Stayed 2 nights in Apr 2024
Response from FOM on 29 Apr 2024
Hello Roman,We would like to apologize for this huge inconvenience from our end. We understand your frustration. Our maintenance team has been on top of the situation and will be fixed as soon as possible. Thank you for your feedback.

4/10 Poor

Chris

Stayed 1 night in Apr 2024
Response from FOM on 14 May 2024
Thank you for your feedback!

4/10 Poor

Carlos

Stayed 1 night in Apr 2024
Response from FOM on 14 May 2024
Thank you for your feedback!

10/10 Excellent

Robert

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I was in town for an event at the convention center. The hotel is right off the interstate, and the center was an easy 15 minute walk. Ideal for my purposes.
Stayed 1 night in Apr 2024
Response from FOM on 18 Apr 2024
Thank you for your feedback!

8/10 Good

Carla

Stayed 1 night in Apr 2024
Response from FOM on 7 May 2024
Thank you for your feedback!

4/10 Poor

James Pabon

Travelled with family and small children
Disliked: Amenities, property conditions & facilities
La piscina no estaba disponible.
Stayed 4 nights in Apr 2024
Response from FOM on 10 Apr 2024
Hello Valued Guest,We are deeply sorry to hear about your stay with us. Our pool is undergoing maintenance repairs at the moment, and we do apologize for the inconvenience.Thank you for your feedback!

10/10 Excellent

Erika

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very nice
Stayed 3 nights in Mar 2024
Response from FOM on 12 Mar 2024
Thank you for your feedback!

10/10 Excellent

Rosalinda

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Love it
Stayed 1 night in Mar 2024
Response from FOM on 12 Mar 2024
Thank you for your feedback!

10/10 Excellent

Peggy

Liked: Cleanliness, staff & service, property conditions & facilities
Comfortable
Stayed 1 night in Mar 2024
Response from FOM on 6 Mar 2024
Thank you for your feedback!

10/10 Excellent

Magdaleno

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It is very convenient
Stayed 1 night in Mar 2024
Response from FOM on 4 Mar 2024
Thank you for your feedback!

8/10 Good

Jongyon

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very good for walking to downtown area. break fast was great. Food container from previous guest was underneath air conditioner. Shower drain was a bit slow.
Stayed 1 night in Feb 2024
Response from FOM on 4 Mar 2024
Thank you for your feedback!

10/10 Excellent

Leif

Excellent for the money
Stayed 1 night in Feb 2024
Response from FOM on 4 Mar 2024
Thank you for your feedback!

10/10 Excellent

Angela, Las Cruces

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Feb 2024
Response from FOM on 12 Feb 2024
Thank you for your feedback!

6/10 Okay

Hoa

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Overall this hotel is fairly decent. A little bit dated but with clean and comfortable rooms, a nice lobby, and very convenient location. Before booking: All the rooms on the north side of the hotel (odd room numbers) face I-10 and have the associated loud road noise around the clock. Earplugs are recommended for light sleepers staying in these rooms.
Stayed 2 nights in Feb 2024
Response from FOM on 6 Feb 2024
Hello Hoa, We really appreciate your feedback and yes you are indeed correct about this since we are right next to our I10 freeway it becomes a slight problem with our guest who are light sleepers for this matter, and we do apologize for this inconvenience as well.Thank you so much for your feedback and we hope to see you soon.

10/10 Excellent

Chris

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Surprise
For a stay near town and just off the highway, this was a great place and surprised us!! Great breaky too!
Stayed 1 night in Jan 2024
Response from FOM on 5 Feb 2024
Thank you so much for your feedback!

10/10 Excellent

idalia

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Response from FOM on 5 Feb 2024
Thank you for your feedback!

8/10 Good

Wayman

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
staff was great, breakfast was decent, and rooms were nice and roomie
Stayed 1 night in Jan 2024
Response from FOM on 9 Jan 2024
Thank you for your feedback!

4/10 Poor

Caleb

Travelled with family
Liked: Cleanliness, property conditions & facilities
Disliked: Room comfort
Mediocre service and inept management
Rooms are tiny (which is to be expected downtown). Not a big deal. We got a room with two queen beds, and were only able to use one (room 709) as one of the beds was the absolute worst I have ever seen in a hotel (zero cushion in the middle so a person would just roll to the middle). Woke up in the morning to get the day started and realized there was no hot or even luke warm water at all for a shower. Front desk was contacted and I was advised that the problem was realized the night before and a "technician was on the way" when in fact there was not anyone coming, we waited another 2 hours and still no hot water..long story short, we had to take freezing cold showers. Had my 3 year old son that could not even bear the cold so had to skip his bathing that day. When front desk was asked for a manager she advised me that they would not be in until the next day. I realize it was not the fault of front desk personnel, but management that the issue was not corrected in a timely manner. Needless to say there was a lobby of angry people as I exited the elevators. I know stuff happens but for the issue to be known at least 24 hours in advance of me calling down to the desk and not having a timeframe or even a reasonable answer to customer concerns is unacceptable.
Stayed 1 night in Jan 2024
Response from FOM on 9 Jan 2024
Hello Caleb,We understand your frustration and would like to offer our most sincere apologies to you and your family. Our team has been working on this issue and are trying to solve it as soon as possible. We truly hope we can have the opportunity to better serve you in the future on your next visit to El Paso.We thank you so much for your patience and your feedback!

2/10 Terrible

Flora

Disliked: Cleanliness, amenities, property conditions & facilities
No hot water since I checked in. I hope the hot water is fixed by tomorrow so I can shower before leaving the hotel. So disappointed.
Stayed 1 night in Jan 2024
Response from FOM on 9 Jan 2024
Hello Flora,We deeply apologize for this huge inconvenience from our end. Our team has been advised and we have put matter into our hands to solve this as soon as possible for our guest. We understand your disappointment and we would like to offer our most sincere apologies to you. We hope we can make this up to you on your next visit in El Paso.Thank you!

10/10 Excellent

JUANITA

Stayed 1 night in Jan 2024
Response from FOM on 9 Jan 2024
Thank you for your feedback!

10/10 Excellent

Peggy

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Always stay at this hotel - love the location, amenities, and breakfast.
Stayed 1 night in Jan 2024
Response from FOM on 9 Jan 2024
Thank you for your preference and your feedback!

10/10 Excellent

Jeffrey

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great downtown location walkable to many sites.
Stayed 2 nights in Dec 2023
Response from FOM on 9 Jan 2024
Thank you for your feedback!

4/10 Poor

Brett

Travelled with partner
Liked: Property conditions & facilities
Disliked: Cleanliness, staff & service
Room was dirty, had someone's shaved pubic hair all over the floor. Shower was broken and wouldn't turn on all the way. Tub drain was clogged and would back up water. Toilet handle was broken and required jimmying to flush. Staff were unhelpful when asked about dining and attractions.
Stayed 2 nights in Dec 2023
Response from FOM on 5 Jan 2024
Hello Brett,We are deeply sorry for this huge inconvenience from our end. We will be investigating this matter to be assured that our housekeeping team is aware and correct this immediately.Thank you for your feedback!

10/10 Excellent

Christopher, Big Spring

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Dec 2023
Response from FOM on 5 Jan 2024
Thank you for your feedback!

8/10 Good

Corey

Stayed 3 nights in Dec 2023
Response from FOM on 26 Dec 2023
Thank you for your feedback!

10/10 Excellent

Eduardo Javier

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Dec 2023
Response from FOM on 26 Dec 2023
Thank you for your feedback!

8/10 Good

Brenda

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Dec 2023
Response from FOM on 26 Dec 2023
Thank you for your feedback!

10/10 Excellent

allen

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023
Response from FOM on 18 Dec 2023
Thank you for your feedback!

10/10 Excellent

Victoria

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023
Response from FOM on 18 Dec 2023
Thank you for your feedback!

6/10 Okay

Edward H

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
The room too small & really narrow. The barn door is con too private friendly. There’s a gap where you can see between the wall and the restroom. Good staff and area very convenient for tourists. The not too shabby but I would have to really think about coming back. REALLY OK
Stayed 2 nights in Nov 2023
Response from FOM on 15 Dec 2023
Thank you for your feedback!

10/10 Excellent

Jesus

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It was nice and clean
Stayed 4 nights in Nov 2023
Response from FOM on 28 Nov 2023
Thank you for your feedback!

10/10 Excellent

David

Stayed 2 nights in Nov 2023
Response from FOM on 15 Dec 2023
Thank you for your feedback!

10/10 Excellent

Josue

Stayed 1 night in Nov 2023
Response from FOM on 15 Dec 2023
Thank you for your feedback!

10/10 Excellent

Timothy

Stayed 1 night in Nov 2023
Response from FOM on 15 Dec 2023
Thank you for your feedback!

10/10 Excellent

Anthony

Stayed 1 night in Nov 2023
Response from FOM on 17 Nov 2023
Thank you for your feedback!

8/10 Good

George

Stayed 1 night in Nov 2023
Response from FOM on 4 Dec 2023
Thank you for your feedback!

10/10 Excellent

Melissa

Travelled with partner
everything was great
Stayed 1 night in Nov 2023
Response from FOM on 9 Nov 2023
Thank you for your feedback!

8/10 Good

Rogelio

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Easy access, you can get there with no problems from anywhere in town Do not get a room towards the freeway, too much noise at night
Stayed 1 night in Oct 2023
Response from FOM on 9 Nov 2023
Thank you for your feedback!

6/10 Okay

Brian

Business traveller
Sure it’s a budget hotel, but I wouldn’t stay there again. Mediocre room and a distinct cigarette smell in the hallways left feeling dissatisfied.
Stayed 1 night in Oct 2023
Response from FOM on 27 Oct 2023
Hello Brian, We are deeply sorry to hear about this. We are currently working to shampoo every carpet for hallways and rooms in order to try and kill that horrible smell our guest leave. We apologize for any inconvenience this may cause you.We thank you for your feedback!

10/10 Excellent

Vivian

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Sep 2023
Response from FOM on 27 Oct 2023
Thank you for your feedback!

10/10 Excellent

Rosario

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
very clean right 4 blocks from border, safe!
I have stayed at this hotel a few years ago and it was not like this. It I saw security and parking lot. Unauthorized vehicles were not allowed. I had to leave my car information which is also a good thing. The only negative thing I can say about this hotel is that there’s only one person working the breakfast line, so there was no pancakes. There was no cinnamon rolls. The juices were out there was no plates. Had to ask the front desk for some help and she had to help the breakfast lady.
Stayed 1 night in Oct 2023
Response from FOM on 16 Oct 2023
Thank you for your feedback, we appreciate your comments, and we will make sure to get more staff to help out our team members.

10/10 Excellent

Delia

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Oct 2023
Response from FOM on 16 Oct 2023
Thank you for your feedback!

8/10 Good

Lisandra

Overall, good experience staying at the hotel.
Stayed 1 night in Oct 2023
Response from FOM on 10 Oct 2023
Thank you for your feedback!

8/10 Good

Jonathan

Travelled with family, Business traveller
Liked: Cleanliness, staff & service
Deadbolt didn’t work.
Stayed 2 nights in Oct 2023
Response from FOM on 16 Oct 2023
Thank you for your feedback, we appreciate the response in order to fix this as soon as possible.