Find Resorts & Hotels with Spas in Big Bend, TX

"Great service"

"Always a good place to stay."

"Nice"

"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."