Courtyard by Marriott El Paso Downtown Convention Center

I recently stayed at the Marriott Courtyard El Paso Downtown/Convention Center in El Paso, Texas and encountered a series of alarming failures that fell far below the standards expected from a Marriott property. As a loyal Bonvoy member, I’ve come to rely on Marriott’s reputation for exceptional customer care and seamless stays. Unfortunately, this experience was anything but. Basic Service Failures Before our arrival, I requested a crib through the Bonvoy app. The hotel confirmed they received the request and assured me it would be arranged. However, when we arrived, there was no crib in the room. My husband had to go to the front desk twice over the course of two hours before a crib was finally delivered. When I expressed my frustration in person, the front desk staff offered only an insincere and dismissive apology. Additionally, I requested housekeeping services three times during our stay, before housekeeping services were rendered. The shower drain was also clogged, and despite asking for maintenance multiple times, this issue was never resolved. For a company that markets itself as a leader in hospitality and guest satisfaction, the lack of follow-through on even basic requests was astonishing. Reservation Modified Without Notice The most infuriating issue occurred just 2 days into our 7-night stay. The morning after the 2nd night of our stay, hotel housekeeping came bursting through our door without a knock. Shortly thereafter, I received a phone call from the front desk informing me that our reservation had ended. When I explained I had booked a long-term reservation for 7 nights, not 2 nights, the front desk staff insisted it was our responsibility to fix the issue by rebooking through the Bonvoy app at a higher rate. The staff also claimed there was nothing they could do and offered no explanation for how our reservation had been inexplicably shortened. When I called Bonvoy customer care, the agent informed me someone at the front desk had modified my reservation without authorization. The agent directed me back to the hotel front desk for a resolution and created a complaint case ticket number for me to reference. Upon returning to the front desk, I found the staff watching a show on her phone, completely inattentive. After attempting to get her attention twice, I requested to speak with the manager but was told they were not available. I showed the front desk staff an email confirmation of my 7-night stay and relayed my phone conversation with the Bonvoy customer care agent. The front desk staff member again insisted it was unlikely she could help me. However, after a few mouse clicks and keystrokes, she restored the reservation to the original dates and rate. The lack of accountability and care throughout this process was absurd. This interaction demonstrated not only poor customer service but also an unwillingness to assist until pressed. General Manager & Bonvoy Communication Breakdown After I returned home from traveling, I was able to contact the hotel’s general manager on the phone. I discovered that Bonvoy customer care had never submitted my complaint case to him. Despite reporting my concerns throughout my stay, this was the first time the general manager had heard about any of them. The general manager’s response to the issues I described was generally defensive. He then offered me a meager 5,000 points and one night credited to my account. While I appreciated the acknowledgment, this resolution felt grossly inadequate considering the stress, inconvenience, and repeated service failures. Adding to the frustration, Bonvoy customer care stated they were unable to escalate my case, stating that property management has the final say. Final Thoughts Traveling with a baby during the holidays is challenging enough without having to deal with a frustrating series of mistakes and apathetic responses from staff. These issues are not isolated incidents—they point to deeper operational and service gaps. For travelers considering this hotel, I strongly recommend exploring alternative accommodations.

Really wanted to like this place. Location is good and walking distance to some nice restaurants and of course the stadium. We were on 9th floor and room was very quiet. However, the parking is insane. They do not tell you prior to check in how to park at hotel even though we paid in advance. Navigating the parking garage is a nightmare and the spaces are quite small. No matter what, you have to climb stairs to get to the lobby. Not fun with suitcases. I guess it is fair that they charge for it as there is no street parking. Staff nice and friendly. "Bistro" has short hours. Don't go looking for a beer at 4PM. Not going to happen. No food either. Why bother having this stuff if it is not available at reasonable hours. This is not a cheap hotel. Room was clean, but small. We had an amazing view of the interstate (LOL), We will look elsewhere in El Paso next time.

Julia at front desk was the best. Anything we needed was taken care of. Me n my husband had a great weekend the staff really made me feel like jelly in a toaster strudel. thank you Marriott staff!!!!!!!! You guys were the best!!!!!!!!!!!😊😊😊😊😊

I arrived late and tired on January 5 at 6:30. We drove for 6 hours. Instead of being greeted by a pleasant smile and a welcoming attitude, we were welcomed by an antagonistic, arrogant young woman. The woman who checked us in was rude and should not be working there. She should not be dealing with customers. She has no conception of customer service. It's sad to see this in a Marriot.