Michael_Sanderson24
None · November 20252/10
I don’t write many reviews, but my experience at Plaza Hotel Pioneer Park deserves a proper warning label.
After a grueling 15-hour drive from Los Angeles—including two hours stuck in standstill traf...I don’t write many reviews, but my experience at Plaza Hotel Pioneer Park deserves a proper warning label.
After a grueling 15-hour drive from Los Angeles—including two hours stuck in standstill traffic in New Mexico and nonstop torrential rain—my husband, our pup, and I arrived around 11:45PM on November 22, 2025, absolutely drained. Thankfully, check-in with Alex was the one bright spot of the entire stay. He was warm, personable, and even offered us a chilled bottle of white wine—a small but meaningful gesture after the day we’d had.
We slept soundly, enjoyed our preordered breakfast, and hit the road again toward Fort Worth on November 23rd to continue our Thanksgiving plans with family. Checkout was quick, easy, and I was told the final bill would be emailed later that day. I received it, reviewed it, and everything looked perfectly fine.
Then came November 24th, and things went downhill—fast.
I received another email, this time with a revised bill that included a “room damage fee” of $7.05 for a supposedly missing “clip hanger.” Not only is the charge absurd, it was completely fabricated. Why would I need a hanger when our large luggage stayed in the car with valet the entire time? We checked in late, slept, ate, and left around 10 AM. I didn’t even have time to unpack, let alone steal a hanger.
I immediately called to inquire and was told someone would need to “check with housekeeping.”
Then… nothing. No call back.
I called again. Same script. Still no follow-up.
I called a third time and was once again told the housekeeping manager would “look into it” and decide whether the charge could be removed—as if this required a full investigation and a committee vote.
At this point, it became painfully clear:
The accounting department at Plaza Hotel Pioneer Park is incompetent, and housekeeping seems to be running some kind of petty upcharge scam.
A so-called luxury hotel should, at minimum, send an accurate bill or at least communicate with guests when issues arise. Instead, they hide behind “housekeeping will review it” while ignoring repeated requests for an explanation.
Eventually, I did receive a revised bill with the erroneous charge refunded—but still no phone call, even after I asked for one each time I followed up. Not a single explanation. Not even a courtesy apology. The lack of accountability is astonishing.
And here’s the kicker: we actually had excellent service from the bellhop and valet. They were friendly, efficient, and made arrivals and departures smooth—further proof that this hotel has the talent, just not consistency in the departments that matter after you check out. I should be clear—this issue isn’t even about the money. It’s the principle. Why should my integrity be questioned? Why should I even have to defend myself to multiple individuals over something that never happened? Why should I be left to repeatedly follow-up to get a resolution that surely cost the hotel much more in time and resources than the erroneous fee. Why should I lose precious time with my family over the holidays to resolve an issue that should have never existed? Should I have requested a walk-thru of the hotel room with the manager as if I were turning in the keys to an apartment that I had leased? It’s something I’ll definitely consider going forward—but should I even have to? That’s absurd. I’m a guest, who paid a premium to stay at your hotel, by choice. A choice that I will consider when planning my future travel through beautiful El Paso.
Unfortunately, because we enjoyed our stay so much we booked our returning home stay for the weekend following Thanksgiving before receiving the revised erroneous invoice. I’m disappointed that our favorite place to stay in El Paso is now tarnished. Hopefully round two will come and go without fabricated fees and ghosted call-back requests. I’ll report back.
If you’re considering a stay here, be warned:
The hospitality is five-star, but the billing practices and accountability are proving to be absolutely and unfortunately zero-star.Show More
