TownePlace Suites El Paso Airport

I recently stayed at the TownePlace Suites in El Paso, Texas, and unfortunately had a very disappointing and unprofessional experience with Assistant Manager Dora Marin. When I arrived to check in, the front desk associate assisting me was polite, but Ms. Marin’s attitude was immediately negative. Without any reason or prior interaction, she spoke to her coworker in a rude and dismissive tone, telling her to “just tell her there’s no rooms available.” The associate kindly let me know they should have something available in 45 mins, so I patiently waited in my car after traveling all the way from Sacramento, California. As a Titanium Elite Member, I’m very familiar with Marriott’s policies and have always been treated with respect and appreciation until this stay. The next morning, I called the front desk to request a 4:00 p.m. late checkout, which is part of my membership benefits when available. Instead of handling the request professionally, Ms. Marin snapped at me and said, “You don’t get a late checkout when you’re using that family rate.” When I calmly mentioned that I had never heard of that before, she rudely replied, “Every property is different.” Feeling uncomfortable, I decided to just check out early. When I went to the front desk, I politely asked for her name and business card. I even smiled and asked if she was having a bad day because she seemed upset. She responded sarcastically, saying, “Nothing’s wrong with me are you having a bad day?” Later, I found out she had reported me as being rude, which was completely false. Because of that, my Friends and Family pass was revoked, and my relative who gave me the pass was negatively affected. I called corporate to report her behavior and provided a recording of our conversation as proof. As someone who travels frequently for work as a CNA and stays loyal to Marriott, this experience was extremely disappointing. Ms. Marin should not be in customer service let alone in a management position. I sincerely hope this situation is investigated and handled professionally, because this behavior does not reflect the values or standards of the Marriott brand I’ve always trusted. Follow-Up Review I called back today to try to get some understanding of what happened, and once again I was met with the same unprofessional behavior from Assistant Manager Dora Marin. While I was politely explaining the situation, she kept snapping on the phone and raising her voice for no reason. When I asked to speak to the general manager, she said, “Yeah, if she wants to talk to you,” and refused to transfer the call. Her tone was loud, rude, and completely unnecessary. Something is clearly wrong because no customer especially a loyal Marriott Titanium Elite member should ever be treated like that. She absolutely should not be working in customer service, let alone managing others. What’s even more disappointing is that the general manager never came to the phone or returned my call. I have stayed at many Marriott properties over the years, and I have never experienced this type of behavior before. I truly hope this situation is reviewed and handled professionally and appropriately, because this does not represent the Marriott brand I’ve always respected.

I stayed at the Marriott across from this actual property. I am writing because Marcos was at the front desk when I needed some assistance from this sister property . He was helpful, patient and caring. I am grateful that you all have people that take their time to listen and help their clients. The lobby was calm and stress free. Thanks again from a Bonvoy member.

Cons- Outdated rooms. Slow elevators. Breakfast was horrible. Pros- Water bottle fill station.