Holiday Inn Express & Suites Dallas W - I-30 Cockrell Hill by IHG — Hotel in Dallas

This hotel looks great from the outside and the parking lot is well lit with ample spaces. The lobby is clean, open and welcoming. Checking in was a breeze and the evening clerk was awesome (even helped us find a place to eat)!

Our room was a single King standard room which was pretty big for the room type. I was disappointed that I was not offered a room upgrade from this standard room, though. Being a Platinum IHG Rewards member, I would've expected an upgrade to a nicer, larger room.

Our room was OK; it was clean and smelled great! It did not have a bath tub, but, instead, had a walk in shower. This would have been nice to know at booking and check-in, as we were planning on using the tub. Moreover, above our room there was constant stomping and thudding. When it continued past 2330, I had to call the front desk. Despite the clerk saying she would take care of it, the stomping continued until almost 0100. I wish the clerk had taken more action on the issue.

One of the main reasons I booked this hotel was for the pool. An indoor pool and hot tub open 24/7 sounds absolutely awesome. For my pregnant wife, the pool relieves her back pain which helps her sleep better. However, the pool seemed completely unheated (or woefully under-heated); it was too cold to swim in. We both took a few steps in and got right back out. What's worse is that the water was cloudy and it seemed that the pool wasn't as clean as it could be. Additionally, there were NO towels in the pool area. Lastly, while the hot tub looked clean, there were several WORMS on the lip of the tub. These were not earthworms, but some kind of long, thin worm. I couldn't tell where they came from, but they made the entire thought of the hot tub unappealing.

The breakfast was great! It was well stocked and delicious... pretty much a standard Holiday Inn Express breakfast. Not much can go wrong here and it met/exceed all my expectations.

Overall, this hotel is a great property in a great location. The rooms are clean and the staff is friendly and helpful. However, the pool was disappointing: cold, dirty and lacking towels. If this is addressed and more attention is given to IHG Reward Club elites (ie: room upgrades), this would be an amazing property. Next time we're in Dallas we may give this hotel another shot, maybe the pool issues will be fixed by then! However, with so many other IHG hotel choices in the metroplex, coming back to this hotel with its disappointing pool facility would...

I have been coming to this hotel on a regular basis for three years now. When former Manager Mark shook ran the hotel everything was wonderful and we had no issues. He left and the downward trend has started. First off the front desk staff are generally friendly and are ok, still not to the standard of Mark's people. The cleaning staff is where you are getting your poor remarks. When I came back to my room one day the door was open completely unlocked. I has a couple of thousand dollars worth of computer equipment in that room, luckily it didn't get stolen. Second when the maid left the room unlocked she also left an orange soda on the counter. I went down to the front desk and let them know so they sent the head house keeper up to my room with me to verify. She looked at the maid's name and said "I have been waiting to write her @$$ up anyway." Not exactly what I would call professional, I agree that the maid did probably did need to be written up but was the cursing required? Also speaking of house keeping I did not get a bathroom floor mat 3 of the 5 five nights. I ended up using a regular towel. Also when I travel it is for my company who pays for the room off of a company card. I gave reception my personal card for incidentals, I grabbed some snacks from the suite shop and asked that they charge it to my personal card on file. Instead they charged it to my company credit card causing a big inconvenience trying to expense my business trip. I usually stay on the top floor like my preferences are set to and this time I was on the second floor. Right underneath an elephant doing calisthenics all night long at least that is what is sounded like for three of the five nights. One last minor detail they no longer recognize IHG members here apparently. I have no idea what happened to this once great hotel, but as for myself and my company if this doesn't turn around we will be looking else where for a...

Arrived at this property at 3:05 p.m., check-in was supposed to be 3:00 p.m. Greeted by a kind, professional and polite front desk agent, who told us, that unfortunately, due to a shortage of cleaning staff, the room was not ready. She offered her apology. We waited for an hour in the lobby, after a very long drive, no cold beverages were offered while we waited. No one ever came over to us to apprise us of the status of our room. Finally, after an hour, we went to the front desk and was then told that a room was ready and we were given a key. The desk agent who waited on us (a different one) was also polite, courteous, and professional. She also apologized for the delay. The manager, (who was on the property) never came out to express his apology or offer any consolation for our major inconvenience). The room was extremely noisy. After an hour's wait, we were given a room on the floor with children who were part of a baseball team. They were up and noisy all night. It was difficult to sleep. As a result, we did not sleep consistently nor well. We had an extremely poor, disappointing, and frustrating experience. Upon our departure, we asked that the manager call us so that we could express our concerns, he never did. I called a couple of days later to speak with him, again, he would not speak to me nor return my phone call. This manager showed total disrespect and disregard for us as customers, as well as functional and managerial irresponsibility in operating a hotel in the most basic, efficient way. His customer service skills are deplorable and shameful. I do not understand why he does not understand nor practice excellent customer service behavior in a business that thrives off the "customer experience." He, most assuredly, can benefit from serious leadership and customer service training, and it should be mandatory. He does not represent the IHG Hotel Group...