Holiday Inn Express & Suites Dallas East - Fair Park by IHG — Hotel in Dallas

I checked into this hotel on Friday, June 21, 2024. The hotel seemed nice from the outside. The lobby seemed nice as well as the employee working the desk checking in other customers was pleasant. However, when I checked in, the employee told me that the key machine wasn’t working, however there would be someone behind the desk 24 hours to go unlock my room for me. What an inconvenience. At this time we found out the pool wouldn’t be open during our stay, which having a pool was a large reason we booked this location. When we got to our room, we found out this was NOT the room we requested. I purchased a suite that had 2 queen beds and sleeps 6 (per the website). This room had 2 queen beds and a small chaise lounge not suitable for sleeping (there were no extra linens or pillows anyway). I needed the extra sleeping space for my wife whose back injury would now allow her to share a sleeping space with me or my 3 kids. I tried to call the front desk, but the room phone would not work. So, I used my cell phone to call the front desk and asked about not having the room I reserved. The front desk employee kept changing her story, first saying I got the room I reserved because it had 2 queen beds. But when I insisted I reserved a room that sleeps 6, she said that the sleeper sofa was removed to give to another room, because the hotel was full. That was a confusing excuse, but I digressed. I asked if there was a rollaway bed we could possibly use, and she told me they do not have any rollaways in the hotel. When I asked for a refund on the room type, she put me on hold for a minute, then came back on the line and said she found a rollaway bed they would bring up. It wasn’t what I purchased, but it would have to do. The rollaway was stained, but I decided not to mention it, as the employees started to treat me as if I was being an inconvenience. So instead of letting my daughter sleep on it, I slept on the rollaway. Late that night my wife realized there was a large mold spot on the ceiling. Also, one of the bedside lamps was hanging by its wires with some electrical tape wrapped around it. I had to tell my 2 young daughters to stay away from the lamps as the on/off switch was right next to the exposed wires. Then upon further inspection, I found a large hole in the wall under the desk that was not covered. At 7:30 in the morning, I took my 2 daughters to the hotel breakfast downstairs, but there were only crumbs in the containers. I peeked in the open door of the kitchen area and saw 2 empty pans with the bottoms of burnt biscuits and a spatula “thrown” on a low table. I decided to take my daughters to eat at a nearby fast food place instead. When I got back to the hotel, I called the IHG phone number to see If I could cancel my reservations for next night. I was put on hold while the person I spoke to called the hotel I was staying at. When I said this was awkward, the IHG phone person insisted the hotel would make this all right. When I went inside, the lady at the desk said she would go up to my room to check on the mold. I told her it was inconvenient because my wife who has an injured back and my son were still asleep in bed. But we went up anyway and the lady looked at the items I was complaining about. We went back downstairs, and she said she would cancel the next night if I checked out of the hotel by 11:00 am that morning. No compensation or refund was given. Just a receipt of the full price for the previous night stay. I later found out that shattered glass I noticed in the parking lot was that of vehicles that were broken into. This is by far the worst hotel experience in my 52 years. Unless I am compensated for the horrible stay, I will not be staying at Holiday Inn again. And I will be sure to warn my friends and family to...

Let's begin with the room having only one set of towels. There were two people in our party. There was no soap on the vanity and only a half-used roll of tissue in the roller. Upon initially entering the room, we noticed several stains on the carpet and on the sofa seat cushion. I took photos and showed them to the front desk clerk to ensure these stains were not attributed to our pets. I requested more towels and soap, but I had to pick them up due to staffing shortages. We later discovered that there was no hairdryer in the room. Spouse went to bed with wet hair making for a very uncomfortable sleep. While walking our pets, we noticed that the wooden fence surrounding the AC units was dilapidated and boards had broken off. Upon closer inspection of the boards, we saw two nails sticking straight up. Any guest or pets being walked could have stepped on these nails resulting in serious injuries. I removed the boards and placed them out of the walk area and ensured the nails were turned down. We had a room on the 4th floor. During checkout, as I left our room with a luggage rack that was fully loaded, the lights went out. The blackout affected the elevators. My spouse was waiting for me in our vehicle. I used my cell phone to inform her of what had happened. She proceeded to speak to the front desk to inform them that I was stuck on the 4th floor with all our luggage. The hotel staff had no clue of what had happened or how long it would take to rectify the problem. After waiting for a long time in the 4th floor hallway, I opted to hand carry all my luggage down the four flights of stairs. It took me three round trips. I was exhausted! With no electricity, the front desk could not provide me a receipt for our stay. We had questions pertaining to the hotel's pet policy and fees. We received conflicting pricing information from the front desk. I asked the clerk to please have the manager contact me as soon as their phone lines became operational. I never received a call from the manager that afternoon. I finally made contact with the manager when I called later that evening. I advised her of all the problems and asked her to clarify the pet fees. She explained that the pet fee was $25 per pet, not $35, as the front desk had reported. We had also noticed that a $75 pet fee had been charged twice on our credit card. The manager stated that this was a pet deposit that would be refunded once the room was inspected. Her explanation for the fee being charged twice did not make sense. The manager stated she would look into these issues and would email or call me before the end of her shift that day to offer us a discount. We never heard from her. Late the next day, I called again. When I asked for the manager, I was told she was not on duty. The clerk stated that for some unknown reason, our invoice was still not available. After being placed on hold for a lengthy amount of time, I was told that the manager was in fact still on duty. When I finally spoke to her, she had no explanation as to why she had not returned our call on the previous day. When we asked about our discount, she said that in her opinion, we had already received a sufficient discount. I don't know what she was referring to, because at that time we were still showing two $75 charges on our credit card for a pet deposit. She further stated that any additional discount she offered would reflect pending charges on our credit card as she could not cancel the previous transactions for several business days. We were not satisfied with her explanation or with her customer service. Although we had another stay planned for this hotel, we canceled it and will never stay there again (cancellation...

I checked into this hotel on Friday, June 21, 2024. The hotel seemed nice from the outside. The lobby seemed nice as well as the employee working the desk checking in other customers was pleasant. However, when I checked in, the employee told me that the key machine wasn’t working, however there would be someone behind the desk 24 hours to go unlock my room for me. What an inconvenience. At this time we found out the pool wouldn’t be open during our stay, which having a pool was a large reason we booked this location. When we got to our room, we found out this was NOT the room we requested. I purchased a suite that had 2 queen beds and sleeps 6 (per the website). This room had 2 queen beds and a small chaise lounge not suitable for sleeping (there were no extra linens or pillows anyway). I needed the extra sleeping space for my wife whose back injury would now allow her to share a sleeping space with me or my 3 kids. I tried to call the front desk, but the room phone would not work. So, I used my cell phone to call the front desk and asked about not having the room I reserved. The front desk employee kept changing her story, first saying I got the room I reserved because it had 2 queen beds. But when I insisted I reserved a room that sleeps 6, she said that the sleeper sofa was removed to give to another room, because the hotel was full. That was a confusing excuse, but I digressed. I asked if there was a rollaway bed we could possibly use, and she told me they do not have any rollaways in the hotel. When I asked for a refund on the room type, she put me on hold for a minute, then came back on the line and said she found a rollaway bed they would bring up. It wasn’t what I purchased, but it would have to do. The rollaway was stained, but I decided not to mention it, as the employees started to treat me as if I was being an inconvenience. So instead of letting my daughter sleep on it, I slept on the rollaway. Late that night my wife realized there was a large mold spot on the ceiling. Also, one of the bedside lamps was hanging by its wires with some electrical tape wrapped around it. I had to tell my 2 young daughters to stay away from the lamps as the on/off switch was right next to the exposed wires. Then upon further inspection, I found a large hole in the wall under the desk that was not covered. At 7:30 in the morning, I took my 2 daughters to the hotel breakfast downstairs, but there were only crumbs in the containers. I peeked in the open door of the kitchen area and saw 2 empty pans with the bottoms of burnt biscuits and a spatula “thrown” on a low table. I decided to take my daughters to eat at a nearby fast food place instead. When I got back to the hotel, I called the IHG phone number to see If I could cancel my reservations for next night. I was put on hold while the person I spoke to called the hotel I was staying at. When I said this was awkward, the IHG phone person insisted the hotel would make this all right. When I went inside, the lady at the desk said she would go up to my room to check on the mold. I told her it was inconvenient because my wife who has an injured back and my son were still asleep in bed. But we went up anyway and the lady looked at the items I was complaining about. We went back downstairs, and she said she would cancel the next night if I checked out of the hotel by 11:00 am that morning. No compensation or refund was given. Just a receipt of the full price for the previous night stay. I later found out that shattered glass I noticed in the parking lot was that of vehicles that were broken into. This is by far the worst hotel experience in...