Holiday Inn Express & Suites Burleson/Ft. Worth by IHG — Hotel in Fort Worth

I stayed in this hotel for two nights on August 1-2, 2025. Unfortunately, I was in town for a funeral. During my stay, I found two very large roaches/ water bugs! Both flipped on their backs with one still moving around on the floor. One was located in the bathroom and the other located under a tabletop against the wall. I contacted the front desk via phone and was told by the front desk clerk that there was no one available to remove the bugs, so my option would be to remove them myself. I explained to her that me removing the bugs isn't an option as a Customer. I was told that the Manager Shirley was notified and was on her way to the hotel to speak with me. Minutes later, Shirley arrived to the room with a can of Raid and napkins stating that the hotel was recently exterminated. And, this was the reason for the bugs. Although she did remove them, I explained to her that there's no excuse for this type of insect to be found in the hotel room! Shirley stated she had to listen to audio & video recordings before deciding how to accommodate my family & I. She stated there were video cameras everywhere as if she was trying to insinuate we put the bugs there ourselves! I made contact at the front desk and she advised that she "WILL NOT" refund us any money but would give reward points. She was rude and unprofessional, and she treated us as if we did something wrong! I told her that we didn't want reward points because we would never stay at the Holiday Inn ever again! I've never experienced any manager anywhere behave so unprofessionally. She continued stating that due to the hotel procedure & policy, a refund couldn't be given to us! I'm sure it's not hotel procedure & policy to have roaches/ waterbugs in the guests rooms either! She was so unprofessional, she never offered to accomodate us by relocating us to another room or fully refunded us for such a disastrous experience caused by the hotel! She also told us that we could check out and find somewhere else to go. Which under the circumstances, would've been a complete inconvenience! I was also told by a different clerk that the bugs most likely came through the shower drain due to a city issue. Accountability was never taken by the hotel staff, only continuous excuses made by them! And, to top everything off, at the end of our stay, we were double charged! Another huge inconvenience when you're traveling! Of course, it's a waiting game now to see if the money is refunded! I've never been this disappointed in a professional setting such as this! I don't recommend this hotel at all & I will NEVER be a guest at any Holiday Inn...

Okay place to stay and relatively cheap (less than $100/night). Staff was pretty friendly and hotel looked pretty clean and didn't have any weird smells except in the stairwell, but that area was carpeted and enclosed, so somewhat expected there.

The room was pretty clean, bed was comfortable, pillows firmer, but still soft. I like the bench on the side wall to throw your luggage up on and to not have to deal with the pop-up luggage stand you typically find in your closet.

The room included a microwave, mini-fridge, Keurig coffee maker, and had an iron and ironing board. There was plenty of lighting and the heater worked very well...TOO WELL. It was freezing outside, but the room was blazing hot when I arrived. I was able to adjust the heater to my desired temperature. I would assume the A/C would likely work just as well in the summer time.

The bathroom was clean, hot water came on right away, even on the top floor of the hotel, and they had shampoo, conditioner, and body wash premounted in pumps on the wall in the shower. The sink had premounted hand soap and body lotion on the wall also.

The only real negative I encountered was on my second and last morning before departing; there were (2) roaches walking around the bathroom floor. Not sure where they came from; the bathroom was well tiled, even up the wall; didn't see any gaps for roaches to sneak through. Had I not seen that, I would have added another star to the review.

For breakfast (6AM-9:30AM), they had yogurts, hard-boiled eggs, (3) cereal options, whole/2% milk, an oatmeal bar with various toppings, mini plain/veggie omelets, turkey or pork sausage, biscuits, sausage gravy, a toaster w/ bagels, sliced bread, french toast, english muffins, a juice dispenser with about (4) different juice types, and warmed cinnamon rolls, and lastly a coffee bar. The sit-down area to eat, was adjacent to the front lobby and had a moderate amount of seating.

There was also a small pool in the hotel and a very tiny gym with a treadmill, elliptical, upright bike, and some dumbbells, but not much space to actually work out, maybe enough for one person on free weights, and one person per machine. The gym was about the size a medium-sized bedroom. We ended up bringing free weights into the hallway to exercise because it was too tiny inside to work out...

https://www.ihg.com/holidayinnexpress/hotels/us/en/burleson/blstx/hoteldetail?qRef=sr&qDest=Burleson%2C+TX%2C+United+States&qRpn=1&qChld=0&qSrt=sBR&qSHp=1&qSmP=3&qIta=99504425&qGRM=0&qLng=-97.320602&qRdU=1&qRms=1&srb_u=1&qAdlt=1&qPSt=0&qFRA=1&qLat=32.541901&qRRSrt=rt&qRad=30&qRpp=20&qBrs=6c.hi.ex.rs.ic.cp.in.sb.cw.cv.ul.vn.ki&qWch=0#

Above is the link for the hotel showing nothing about renovations going on there. We booked thinking we were going to get a great hotel at a great price and even paid in advance (that was a mistake!). This hotel is in such disarray I wanted my money back and wanted to go somewhere else, but you cannot do that with a prepaid reservation per the cancellation policy. The place had no pool or fitness room available, elevator was not working when we arrived so we had to wait hours to be able to get up to our room with suitcases. We ended up having the workmen help us carry up the suitcases because after waiting for 4 hours we wanted to get into our room. The lobby and breakfast room are being drywalled and plaster dust is floating everywhere. The kitchen staff was very pleasant and apologized profusely but could not change the situation.

The windows in our room were filthy with handprints and smears. The air conditioner was filthy as well. Patch holes in the wall, shower tile was still mildewed and yet this was a "renovated" room. Electrical plug in and USB port on left side of bed did not work. Hair dryer was never installed again. No washers or dryers available to us. We reported everything to the OWNER of the place who identified himself as the maintenance person and nothing improved. General Manager was told as well of the problems and she apologized but was unable to do anything to fix the problems, Exterior of the hotel looked like a tornado came through with dumpsters overflowing with garbage, furniture boxes and trailers of work supplies for the workmen. The workmen were everywhere and did wake us up in the morning although they tried not to but they were working right down the hall. I am not happy at all with the fact that we were not informed of the renovations until arrival at the hotel, we were not told the pool and hot tub would be useless and we were not told that we would pay full price for a hotel that would not even come close to meeting...