Holiday Inn & Suites Dallas-Addison, an IHG Hotel — Attraction in Addison

My wife wanted to join me on a business trip which meant we had to take our 3 Chiwinnies. We typically stay at Aloft which is pet friendly but since changing to IHG, I wanted to get my points of course. I made the reservation from my IHG App and at no point did it prompt me for name of pet, number of pets so I assumed I was good and if there was any other fees or charges, they would alert me at checkin. ||||Upon check-in the gentleman asked me if this was my first time staying at this property. I said yes and that I normally stay in Las Colinas, but they didn't have a pet friendly hotel in that area. I then asked if I could be close to a stairwell so I could take the dogs out down the stairs instead of bringing them through the lobby as to not cause any issues. He said he would get me as close as possible. When he gave me my room keys, I asked him where the stairwell was that I could park by to bring the dogs up. He pointed in the direction of the stairwell and I was on my way.||||We checked in on Saturday and on Monday my wife receives a call in the room accusing her of having 3 dogs. She acknowledged that we had 3 dogs and was promptly told she needed to authorize a room charge of $75 per pet which totaled $225.00. Being afraid she had done something wrong and unaware of my conversation with the from desk attendant on checkin, she said ok. Upon learning of this, I stopped by to speak the the attendant on duty who was aware of the situation and said I would need to speak with the General Manager. I explained that I had mentioned several times that we had dogs on checkin and were not advised of any charges. She said I would need to speak with the GM and there was nothing she could do about it.||||I contact IHG who seemed to be in shock that I had experienced this kind of treatment and promptly said she would call the Property and see what she could find out. When she called, she said she had spoken to the GM and he would be calling me. Upon speaking with the GM, he seemed more upset that I had called IHG than he was about my bad experience. I had mentioned to IHG that there has been a man sleeping in his car in the back parking lot for 3 days and that in fact eery time I had exited or entered the hotel from the back entrance, he was in the car with engine running. The GM went into great detail about how this man was a regular guest at the hotel and no one else had complained about him sleeping in his car in the parking lot with the engine running and he say no issue. After then telling me that it is not swimming season in Addison, Texas yet because it was only May, I realized I was dealing with someone who was more worried about being right than being happy. I let him finished at which point he said he Wass going to refund the fees since I had not been told about them at checkin when I mentioned the dogs. I thanked him and apologized for any inconvenience.||||That same afternoon, the GM called our room and spoke to my wife saying one of our dogs had urinated right outside our door in the hall. My wife explained that that did not happen. She then called me to tell me what was going on and I called the GM back. He told me the same thing that one of our dogs had urniated outside our hotel room door. I requested to see the video in which case he when ballistic and spoke to me in a demeaning manner and I then said I don't think you would be speaking to me in this manner if I was standing in front of him. I offered to come back too the hotel to speak with him directly and he then said I was threatening him and he was now refusing service to me and I was to come get my stuff and leave the hotel.||||I called IHG about the incident and they concluded it was a franchise property and there was nothing they could do and offered to get me another room at a nearby IHGH property. Since I only had one more day in Dallas, I opted to just drive home that night instead of checking into a room that I would be checking out of the next morning.||||I have taken photos and a video of me rubbing the stain in which they said our dogs caused that day. It was dry, not wet. I also videoed the same type stains throughout the hallway and in front of other hotel room doors.||||This is a case of someone put in a position of aurhvtoity who abused that position. The GM was clearly offended that I had called IHG and I believe he did this as a personal vendetta.||||Do yourself a favor, book at some other IHG property. These people don't adhere to the same rules that the other hotels that I stay at 8-10 nights per month operate by. If there is a problem, I assure you this location has no problem resolution skills and you will be...

I am not a casual HI visitor, I'm a Spire member and have been since that level was created. I stay in HI facilities almost exclusively.

I have stayed at this hotel quite a lot over the years and have had pleasant experiences. For the past several months this hotel has been in one state of construction or another and generally a mess. I'm currently checked in for a couple of weeks for business... The room I'm in has been remodeled and I assume is complete. I'm not really very hard to please but I have some things to point out that the management should consider:

Why don't you have someone at least vacuum the floors at the end of the day after the construction crew leaves?

In my rooms bathroom, the caulking around the tub is only half done.

On the forth floor, the shower stalls were put in wrong. You have to reach in from the far side of the stall to turn on the water, and when you take a shower water runs out from under the door and floods the bathroom floor. So much it takes every towel in the room to mop it up.

The bathroom lighting is so dark with the one light against the back wall that I can't even see to shave.

The one switch on the bathroom wall that generally turns the fan on or off does nothing. The fan is connected to the one light switch. That's maybe on purpose but I figure if there's a switch it ought to do something.

The door lock mechanics look old and worn. That maybe a lubricant that was used clean the lock mechanism. If that's the case, clean them up, it just makes the first impression even worse.

The curtains, which looks like bed sheets, are stapled to the window frame. Stapled, really? If this is a temporary situation then don't rent the room out.

I'm a business traveler and these rooms have no readily available power outlets in the bedroom. I have to move furniture to find a place to plug in my laptop and phone. Simply replacing the lamps on the tables beside the bed with ones that have power receptacles would solve that issue.

One, more serious situation is the last time I stayed here a few weeks ago the elevator door wouldn't open. After giving it a few moments I pressed the call button which apparently didn't work. I was able to force the door open and fortunately the car hadn't moved off of the first floor. I reported this to the desk clerk. That event made me hesitant to use the elevator.

The latest construction is reported to "upgrade" this facility to a full service HI - I hope HI is...

My post-experience at this hotel was terrible. While on site I had no issues, the room was clean and was in a nice location. Staff was friendly as well. I wish I could say the same about my experiences after.

I checked out of the property on a Wednesday morning and realized later in the day that I had left my jacket behind in the room. I called to inform the staff and find a way to recover it before heading home to Wisconsin. The staff told me that there was no way to check on the jacket as it was likely found and placed in a "holding area" with all other lost items for 24 hours so it could be documented and then turned into lost and found at the main desk. This "holding area" was locked when I called and no one had access until the next morning. Even though she was a manager at the hotel she could not access this I explained that I was leaving the following morning and needed the jacket. She said all I could do was call the next day. (Apparently her definition of customer service is relying on valued customers to hound them). I called the next day and was told that the jacket was never turned in. I explained to her that I was 100% confident it was there as this was my only stop once I arrived in Dallas and I specifically recall hanging it up in the closet. She said she would look into this and call me back either way. A few days went by and still no response. I called again the following week and was given no new information. I asked what the policy was on lost and found items and how the handled them. She said there is no policy in place. I was again told that she would look into things and call me back. As you can imagine, this did not happen. Long and short as that someone from the staff or cleaning crew now has in their possession my North Face jacket. My repeated follow up calls went unreturned. Not only will I never stay at this property again, I will have be submitting a formal complaint to corporate. I hope whomever has my jacket considers it a nice parting gift for my previous loyalty to...