I chose Hotel Paisano over another hotel in Marfa because the other property's website clearly stated, in all capital letters, that there was no elevator. Accessibility and mobility concerns were a factor in our decision, and Hotel Paisano's website gave no indication that its elevator was out of service.
Upon arrival, we were informed that the elevator was not working and would not be repaired during our stay. Every guest room requires climbing at least one flight of stairs, making this a significant issue for anyone with mobility limitations. What was most disappointing was not just the outage itself, but the fact that it was never disclosed before our arrival.
We were also told at check-in that the restaurant was closed for renovations and no food service would be available. One of the reasons I selected this hotel was because the restaurant menu looked more appealing than those offered by other hotels in town. Again, this information was not communicated in advance.
We were informed that the bar would remain open until 3 p.m. each day. However, when we visited around noon on Saturday, we were told we could not order drinks because the space was being reserved for a private party later that evening. That same party continued until 10 pm and the noise was loud enough to be clearly heard from our room.
The party guests extended into the pool area. Event attendees were allowed to use the pool, and guests in formal attire were jumping into the water fully clothed. While that may have been entertaining for those attending the event, it created an atmosphere that felt more like a private venue rental than a hotel serving paying guests who were expecting a quiet and relaxing stay. The guests were also taking photos with a very bright flash camera. Every flash penetrated through both the sheer and formal sets of curtains in our room and made relaxing and sleeping impossible.
Any one of these issues might have been manageable had they been disclosed before booking. Instead, guests were left to discover them only after arrival. I was particularly troubled by the apparent lack of concern regarding guests with mobility challenges. When a property has no practical access to guest rooms except by stairs due to an inoperable elevator, that information should be communicated prominently before a reservation is made so travelers can make informed decisions based on their needs.
The hotel seems to rely heavily on its historic reputation and charm, but historic character should not come at the expense of transparency, accessibility, or guest service. The elevator outage, restaurant closure, restricted bar access, and late-night private event created an experience that felt far different from what was advertised. read more