Extended Stay America Suites - El Paso - West

Pleasant

Liked: lots of room
Disliked: check out staff a little rude. no extended checkout even though they were not busy. Was told by night shift that was available but staff next day said no

Good

Bad

Superb

Couldn’t sleep at all due...

Liked: Nothing, worse experience ever
Disliked: Everything, it smell horrible

Refund is what I am...

Liked: It was a horrible mattress to sleep-in. My partner woke up with the worst back ache ever. Those mattresses need replacing after so many years of the hotel being open. They are very worn out.
Disliked: It was a horrible mattress to sleep-in. My partner woke up with the worst back ache ever. Those mattresses need replacing after so many years of the hotel being open. They are very worn out.

It was nice.

Liked: Desk clerks very accommodating. One - David - exceptionally helpful & courteous.
Disliked: Bathroom cabinet had used towels inside & there was a carton of food inside microwave.

Good

Refused check in because of...

Liked: The room was big.
Disliked: The man working on check in refused to let me stay at the hotel because I am not an American citizen. I had my British passport and driving licence, but he said he needed a document with the American flag. I told him I didn't have one as I'm a British citizen on holiday. He said he had been told by management that he had to refuse people if they were not American. I said I would be making a complaint as this is discrimination and is not a policy anywhere; either on Booking.com or their website, he told me to "read the small print" and that Booking wasn't an American company. I was in a position where I was outside a hotel at midnight after a long day driving with my wife and two kids with nowhere to stay despite having booked a hotel all because of my nationality. I had to go and get my wife from the car who was very upset. In the end we were able to check in as she is an American citizen. This treatment is outrageous and discriminatory! I have complained to Booking and Extended Stay America Suites several times. I was told I would receive a refund which I still haven't over two weeks later! I told Booking.com this hotel should not be on their website as discrimination based on nationality is illegal but they do not seem to be taking the matter seriously and have not responded to my complaint.