Holiday Inn Express & Suites Dallas Southwest-Cedar Hill by IHG — Hotel in Cedar Hill

Very disappointed with the amenities. The indoor pool is why I chose this hotel. My kids absolutely love swimming and the weekend called for rain, so I figured they could swim the couple of days for entertainment. We got down to the pool it was very, very dark. I stuck my foot in and i couldn't see it 6 inches below the surface. Went to the night manager to complain and was told they knew it was dirty but would be in the morning before it could be cleaned. I talked to several visitors who voice their disgust to me and also the staff about the dirty pool. The hot tub was pretty clean so I let them get in there for the first night since pool was dirty. I noticed there were zero towels in the towel area so I again went to management for towels. I was told by the manager that the lady right next to her would bring me some towels right down. This was at 7:30pm. At 9:15 I went back and said I still needed towels. I was told employee forgot and they would be right down right at 10pm I went up and got my room towels so the kids could dry off before returning to the room. I was never brought towels which they could have just handed them to me since I had to make two trips there for them. So later that night I'm short bath towels now so I sent my son down to get more towels her was told they had to come up and switch towels out and didn't give him any, meantime im in the tub waiting. After another call to front desk I finally received more towels about 30 minutes later. When we tried to turn tv on it would not come on. I picked room phone up to dail front dedk and phone didn't work. After using my cell again to call front desk the came up and got the tv and phone working. The next morning after breakfast I took kids down to the pool. The pool was just as dirty as the night before. I was told by morning manager that it had been cleaned. He said they changed filter systems and it had the pool dark. I told him that means that the system is not working. No one wants to put there kids in water that I can't see them in. Stayed there two nights and the sole purpose of choosing that hotel was a waste of time and much more trouble than it was worth, not to mention I had to drive to very disappointed kids back home who had been inside all weekend because of the weather with nothing to do. I have stayed here because I had stayed here before in the past and had been pleased with the stay, but never again I understand things happening but when your problems go unsolved and they talk to you like you are the problem....

Reservation was made a week ago. Arrived to check in only to not have a reservation. Jackie P was very, very demeaning and ill mannered. If we’re honest seemed like she borderline profiled. She was deeply aggravated. She may need additional training and to be briefed on customer courtesy. She will cost this hotel money if that type of service continues. Upon approach to the service desk, she did not say hello, she immediately asked if she could help us. Told her we have a reservation. She said she didn’t have any reservations. Never even got the reservation number, a name, or an ID. Instead asked if we were at the right location. Asked her would she like the reservation number. She then asked if we were sure it was this location. After standing in complete disbelief of what was occurring, again asked her if the reservation number could be provided, she finally obliged only to state the reservation was cancelled. She did not state why the reservation was removed. We had a relative call to confirm the cancellation just so she wouldn’t bark again and to obtain the reason for the initial cancellation. This woman (I say that loosely) replied that hotel attempted to run my card yesterday and wasn’t able to so she cancelled the reservation. Unfortunately the card was locked because it wasn’t set to be used until the time of arrival. Never had Holiday Inn run my card the day before arrival and if it didn’t process my reservation was then cancelled. Whatever happened to a courtesy call or email to verify? So disappointed. Then shortly after we pull away from the hotel a wired Jackie had the audacity to send a text to a personal number saying since we didn’t check in our reservation was cancelled. Very very, poor customer service. No courtesy what so ever. Even if the reservation was cancelled what if I still would’ve still desired a room? She left no possibility, no chance, no choice. I will not be returning to this location in the future and I will send a formal complaint to the corporate office. Please hire individuals who care for their occupation. She clearly has no moral compass or compassion. Just wrong and unhinged. Review camera footage if it works. No reservation number given, no name given, no ID verification, yet...

I read previous reviews and find it such a shame. Some people unfortunately can be so hard to please. I have seen some people be very demanding and treat staff poorly, I assume as they are staying only a night or two and are looking for anything to complain about. We had no idea how long we would be staying initially however, we did end up staying for 2 months. From the moment I checked in I was shown kindness and above and beyond customer service. Every single employee has touched our hearts and truly shown us a unity of family in a work environment. The rooms are always cleaned impeccably, housekeeping truly works very hard to please. The lobby is always well kept and warm and welcoming. The breakfast is great as you have options and is kept by a wonderful woman ( Cassandra ) that makes everyone feel welcome. The front desk both ladies and gents (Mike, Blanca, Priscilla and now Mariah) are top notch and always helpful in every single way. Management (Mark and Priscilla) is so very professional as well. The location of hotel to shopping, dining, and entertainment is just minutes away. Love the convenience of location. The amenities such as heated indoor pool, gym and business room are fantastic! I have seen multiple gatherings in the event room such as Christmas parties and baby showers, every single time I saw huge smiles and positive experiences and met some fantastic happy people! We spent Christmas and New Years at hotel and I am so grateful to have had it in this hotel surrounded by all the wonderful caring faces we have had the joy of getting to know. I would highly recommend staying here if looking for a clean,safe and personable place to stay. Day of check out was truly bitter sweet as this hotel had become our home away from home. Thank you Holiday Inn Cedar Hill for all you have done and your continuing efforts to provide an excellence in...