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Based on 389 traveler reviews
Ranked #11 of 81 hotels in El Paso
84% of travelers recommend
Certificate of Excellence 2015
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- DBrackettLos Angeles“Hotel fine - don't count on any follow through”ReviewedNovember 23, 2015Trip type:BusinessMy check in experience was lovely. However, the morning I checked out I took the shuttle to the client I was visiting. The shuttle driver took my bags and put them in storage. I asked if he could have the afternoon shuttle driver bring my bags when he picked me up from the place of business that afternoon. He assured me he would pass that on to the afternoon driver and make certain the driver knew which bags were mine. I called int eh afternoon to get the shuttle. I was very specific about my location and shared with the front desk person that I was at Casa Ford - in the back of the store - where the parts department and customer parking was. I reiterated that I was not in the front and to please pass that on to the driver and have him bring my bags as I would need the extra time to get to the airport. I called at least ten times, was told he was on his way. I repeatedly shared that I had a flight and I was going to need extra time getting through security. And, repeated my location in a calm and direct manner. The front desk person assured me the bags were with the driver and he was on his way (The business is five minutes from the hotel). Finally I called and asked her to call the river and find out his location and ETA. The front desk person reached the driver and the told me "he had been at the store and couldn't find me." I was standing by the glass doors at the parts dept, as I said I would be - with five employees all looking for the driver. Then I got mad..She said she was sending another driver - but I said the original driver has my bags - she said the original driver would wait at the airport for me to get their with the second driver. I never got an apology up to that point. I waited another 12 minutes for the second driver - no one came. One of the employees at the store offered to take me to the airport. I called the Radisson back and told her the shuttle didn't need to pick map - but I would still need my bags, would she please have the driver that have my bags wait at the airport. She said he was there and waiting. I got to the airport - Surprise - mo shuttle driver! I called again. I waited an additional 10 minutes or so for someone to show up with my bags. Again, no apology - granted, by this time I had definitely raised my voice. I finally got the bags, took them inside to check and asked to be transferred to a manager. She listened to my story, apologized and said it should not have happened. She promised me another manager would contact me the next day. That was several days ago. No call. Not surprised. I felt my time was disrespected, I was lied to - telling me the shuttle was waiting - when he clearly was not, and overall, all the positives went out the window. I was shocked that the process is so broken, and that there is no follow through.StayedNovember 2015Review collected in partnership with this hotelNovember 24, 2015We apologize for the disappointing service you received from our staff. Our team works hard to make sure our guests are comfortable and receive our best “Yes I Can!” service. It is truly unfortunate that our complementary shuttle service was not able to meet your needs. We appreciate you bringing this matter to our attention, and hope for another opportunity to exceed your expectations in the future.
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