Holiday Inn Express & Suites Dallas South - Desoto by IHG — Hotel in DeSoto

My family and I recently stayed at the Holiday Inn Express & Suites Dallas South - DeSoto, an IHG Hotel, from Friday, August 4th, through Sunday, August 6th. While the hotel had the potential to be a pleasant stay, we encountered several issues that left us disappointed with our experience.

Upon checking in, we were assigned room 303. However, to our dismay, the room had a strong mildew smell that was quite unpleasant. We immediately brought this to the attention of the front desk, and they apologized for the inconvenience and promptly offered us another room. Although we appreciated their quick response, it was disappointing to find such a glaring issue with the first room.

The first night of our stay was marred by power outages, which occurred several times during the evening. This made for a rather uncomfortable night as we had to endure the heat without air conditioning intermittently. Although such occurrences might be beyond the hotel's control, it did affect our overall comfort and experience.

Throughout our stay, we encountered an ongoing problem with our key card. We had to get it reprogrammed each time we needed to enter our room, which became increasingly frustrating as it disrupted our plans and added unnecessary inconvenience to our stay.

Additionally, the room itself had numerous cosmetic issues that were disappointing to see. The carpet was visibly ripped in several places, giving the room an unkempt appearance. The desk chair was missing arm padding, making it uncomfortable to sit for extended periods. The shower head enclosure was also missing, and the shower curtain was ripped, leading to water splashing outside the shower area. Furthermore, the toilet was unstable, which made us wary of using it.

On another note, we were excited to use the hotel's pool and hot tub facilities during our stay. However, we were disappointed to find that the pool chairs were not clean, which made lounging by the pool less enjoyable. Moreover, the hot tub was not working, which was a letdown as we were looking forward to relaxing in it.

In summary, our stay at the Holiday Inn Express & Suites Dallas South - DeSoto had its fair share of issues. The initial room's mildew smell, power outages, key card troubles, and numerous cosmetic issues in the room were frustrating. Additionally, the state of the pool chairs and the non-functional hot tub added to our disappointment. While we appreciate the staff's efforts to address some of the issues promptly, the overall experience fell short of our expectations for a comfortable and enjoyable stay. We hope that the hotel management can take our feedback into consideration and work towards improving these aspects to provide a better experience for...

First and foremost. As all Americans or world wide citizens are fully aware we are in the middle of a health pandemic. The signs on the main doors, main entrance, elevators and through the entire hotel, including the website state that masks are enforced in all public areas of the hotel. This hotel held a medium sized wedding this evening with the bride and grooms names nikki and jerry. The crowd that was in this building did not all have on masks. Not only did they not have masks on, not one employ enforced they state mandate mask rule. Secondly around 11 pm, I contacted the male representative at the front desk regarding the BLASTING noise coming from the front of the hotel. This music had been blaring for 30 minutes to an hour at this point. A hotel knowingly has guests staying here, why allow an obnoxiously volume of noise to continue or disturb multiple guests? The employee very well addressed this, as about 45 minutes later the music finally stopped. At this point it is around 12:30 am. Room 308 and 306 both had about 5-7 unsupervised minors ages 9-11 running around, slamming doors, yelling, beating on the walls, jumping and screaming CONTINUALLY. A security officer addressed this at least twice from 12:30-1:30 am. At 3:15 after the noise not once took more than a 5 minute break, my

Guest awoke due to the minors again yelling and running down the halls and screaming in the rooms. She was told the security would address the issue. Now it is 4:15 am and again the rambunctious noise of unsupervised children is continuing. Whoever checked in these rooms was not a minor, a minor cannot check into a hotel room, so why are the responsible adults not removed as this has been going on for 4-5 hours now? Furthermore around 11 pm when going to get ice, in the main lobby which is a public area of the hotel there is a group of 4-6 teens not one wearing a mask. The male desk attended who is wearing a mask hasn’t asked them to leave or where a mask, why? Our room was also out of shower gel. I politely called asking for a replacement. I even offered to go get the gel myself. I was told it would be brought to the room.... so after 35 minutes of waiting, i go downstairs to ask for shower gel. The employee was very polite and apologized but after the beyond disruptive Behavior of guests this hotel allows here and poorly handled disturbances of over 4-5 hours, i will be contacting corporate as well as my bank to cancel this transaction of staying at this hotel if i am not refunded for this horrible stay. I do NOT want or need a IGH credit or a comped room. I need...

First, we arrived and my online check in hadn’t worked even though it had said it was successful on my end. The front desk staff were not friendly. We get checked in and we get upstairs and realize this is not the room we booked. We need to sleep six, this doesn’t have a sofa sleeper. I go back down to remedy this and she says if I want to sleep six I need to put a note in the comments even though I booked a queen suite with 2 beds and a sofa pull out that literally already says sleeps six. She says there’s one suite with no pull out sofa and that’s the room they gave me. Eventually she says they’re sold out but have one upgrade of a king accessible suite left I can have. This room was absolutely filthy and gross. Gross to the point we slept and didn’t shower or touch anything we didn’t have to. The carpet was ripping up, it was stained, it smelled, walls by the bathroom had brown smears. I go down again and am greeted by and even less enthusiastic employee who tells me there’s nothing she can do but offer me 10k rewards points and talk to a supervisor. I ask for bedding at least for the pull out. She gives me a blanket and says they’re out of pillows. There was a baseball tournament in town which pretty much eliminated all other choices for us. We were traveling on a family vacation and had no idea. ||Main takeaways are the employees were so rude and unhelpful. When I came down to say it was the wrong room, the employee started at me for a solid three minutes from two feet away as she finished laughing with a coworker instead of helping me. I had just checked in with 3 kids after 7 hours of driving and it was late. It annoyed me quite a bit. And if you’re booking a kind accessible suite, beware. Absolutely filthy. And the pool, don’t even bother. The area doesn’t feel safe as well. The manager never reached out to me, I finally reached out to them a few days later. I was given a full refund from them and an apology. That was appreciated but doesn’t change the poor experience we had. Also, don’t think just bc you’ve booked a room you’re going to get what you’re paying for. They tried to internally downgrade my room without saying it hoping I wouldn’t notice I guess. I booked on IHG website to avoid any miscommunication between websites on what I chose and still didn’t get...