Holiday Inn Express & Suites Denton South by IHG — Hotel in Denton

My recent experience with Holiday Inn Express and Suites left me deeply disappointed and frustrated, to say the least. I had booked two rooms through Travelocity for a business trip, expecting a smooth check-in process upon arrival. However, what followed was a series of mishaps and unprofessional behavior that prevented my entire stay and also a refund.||Upon arriving at the hotel at 6:45 PM on the day of check-in, I was accompanied by my business associate, for whom I had booked the second room. Armed with my booking confirmation number provided by Travelocity, I approached the front desk, only to be informed by the staff that there was only one room reserved under my name, not 2 like I paid for.||What ensued was a lengthy and increasingly tense conversation where I repeatedly asked if there had been a miscommunication or if there was any way to resolve the issue. The staff, rather than assisting in a constructive manner, simply reiterated that they were sold out and couldn't accommodate the second room. Their explanation that Travelocity frequently oversells their rooms did little to ease my frustration.||In an attempt to salvage the situation, they called another Holiday Inn Express and Suites location nearby to check room availability. Eventually, they confirmed availability at the other location, which was 7 miles away. This relocation was far from ideal, especially since I had already paid for two rooms through Travelocity and now had to book two additional rooms somewhere else.||To complicate matters further, when Travelocity intervened and contacted the hotel on my behalf to get a refund for my first 2 rooms, the staff suddenly changed their tune. They began citing various reasons why I hadn't checked in properly (claiming I had come in ALONE and after 9PM), even going as far as to deny that I had provided the second guest's name, despite him standing right beside me during our initial encounter, as confirmed on their surveillance. The whole experience in straightening it out has been discouraging - nearly mind-numbing.||The most disheartening aspect of this experience was the confrontational and accusatory attitude displayed by the management throughout this ordeal. Instead of owning up to their mistake or offering a solution, since they never gave me the rooms I booked, they chose to deflect blame and insist on charging me for a room they failed to provide. This approach not only felt unethical but also reflected poorly on their commitment to customer service and satisfaction.||In conclusion, my stay at Holiday Inn Express and Suites Denton was halted and I had to get rooms at another location 7 miles away. I urge potential guests to approach their bookings with caution and consider alternative accommodations where reliability and customer service are held in higher regard. My hope is that this review serves as a cautionary tale and prompts the necessary improvements in service and accountability to the upper management of this...

My recent experience with Holiday Inn Express and Suites left me deeply disappointed and frustrated, to say the least. I had booked two rooms through Travelocity for a business trip, expecting a smooth check-in process upon arrival, just like any other hotel experience. However, what followed was a series of mishaps and unprofessional behavior that prevented my entire stay.

Upon arriving at the hotel at 6:45 PM on the day of check-in, I was accompanied by my business associate, for whom I had booked the second room. Armed with my booking confirmation number provided by Travelocity, I approached the front desk, only to be informed by the staff that there was only one room reserved under my name.

What ensued was a lengthy conversation where I repeatedly asked if there had been a miscommunication or if there was any way to resolve the issue and get BOTH rooms. The staff, rather than assisting in a constructive manner, simply reiterated that they were sold out and couldn't accommodate the second room. Their explanation that Travelocity frequently oversells their rooms did little to ease my frustration.

In an attempt to salvage the situation, they called another Holiday Inn Express and Suites location nearby to check room availability. Eventually, they confirmed availability at the other location, which was 7 miles away. This relocation was far from ideal, especially since I had already paid for 2 rooms at this location in South Denton.

To complicate matters further, when trying to recoop my refund as instructed by their hotel staff, Travelocity intervened and contacted the hotel on my behalf, the staff suddenly changed their tune... They began citing various reasons why I hadn't checked in properly, even going as far as to deny that I had provided the second guest's name and that the second room was left unclaimed, despite him standing right beside me during our initial effort to check in.

The most disheartening aspect of this experience was the confrontational attitude displayed by the management throughout this ordeal. Instead of owning up to their mistake or offering a solution, they chose to deflect blame and insist on charging me for a room they failed to provide. This approach not only felt unethical but also reflected poorly on their commitment to customer service and satisfaction.

In conclusion, my stay at this location was prevented and overshadowed by a series of errors, unprofessional conduct, and a blatant disregard for customer care. I urge potential guests to approach their bookings with caution and consider alternative accommodations where reliability and customer service are held in higher regard. My hope is that this review serves as a cautionary tale and prompts the necessary improvements in service and accountability at this establishment. Ideally upper management, and ownership, can re-confirm what they already expect is a bad manager within their...

4/30/2025 - UPDATE - I disputed this charge with my credit card several weeks ago and today the credit card company contacted me and said they issued me a refund. Check in date was 3/13/2025 for 1 night. I contacted the hotel after I noticed an additional charge of $59.15 on my credit card several days later. I left a message and assistant manager Jean called me back on 3/20/2025. Jean stated we broke a lamp (we did not break the lamp) that was attached to the wall beside the bed. Jean stated the assistant manager checks each room for damage after the maid cleans the room. Jean stated the lamp was not broken after the previous guest checked out but was broken when the room was inspected after we checked out. I then asked to speak to the general manager - Thomas. He stated the rooms are checked after each guest checks out but Thomas said the maid is the person that checks the room for damage. I asked him how do you know that the maid did not damage the lamp. His reply was that it was broken and we are responsible for the repair. I asked for a picture of the lamp and I attached it below. The picture shows that a screw is missing and the lamp is not actually broken. I sent letters 2 weeks ago to the company that owns this location - Windriver Lodging LTD and the registered agent. Neither one responded to my letters. I also contacted IHG and their response was I had to contact the owner of the hotel. The customer service person at IHG did say ( I have it in a text) "I completely understand how you feel, and I would feel the same way if I were in your situation." I would not stay at this hotel again as I am concerned they would do this again. We are IHG Club members and have stayed many times at IHG hotels and have never had an issue. The room was clean. We did not have any issues with the room itself - just with the management and how we...