Holiday Inn Express & Suites Fort Worth - Fossil Creek by IHG — Hotel in Fort Worth

I arrived at the Holiday Inn express with a friend to check in at: Sat||Reservation # info Holiday Inn Express,6351 North Freeway,Fort Worth, TX 76131 on Sat night 5-29-21 to check in (10:30 pm). I was checked in by the clerk above in the pic, took my credit card Info and had me sign the check in form (given door key for room 311) . Upon entering the room the room, and when my friend &n I opened the door, it had a baby crib in it, Trash all around the room and someone else’s personal items (including suitcases) in it-was clearly occupied. I went back down to the front desk to inform the front desk clerk on duty that the room was occupied and that he needed to give me another room. He stated they were completely booked up and had no other rooms & he insisted that no was “ in the room or that it was NOT occupied to take it as is”. I asked him to have housekeeping go upstairs to CLEAN the room. He stated no one was available to clean it. I ask for the general manager’s name of this Holiday Inn Express and to call him or her and he stated he didn’t know his or her (the manager’s name OR PHONE NUMBER) I told him that was ridiculous considering that he had to have a way to get in touch with the General manager in CASE OF EMERGENCY. I also asked for the General Manager’s business card which are usually available at the front desk, he stated,” I don’t have any & I The Manager’s office is locked & I don’t have access to the office.” My friend & I were really tired & this front desk clerk, Orlando (I found out as we were leaving when he finally revealed his name, no name tag) and my friend & I were out of patience with this gentleman. Orlando acted like we were||Supposed to accept a dirty room (which I would think with COVID sanitation and health dept rules was Against IHG’s policy) or that we were out of luck. He never offered to call another IHG hotel in the area To see if a room was available elsewhere. since this Holiday INN express location hotel was SOLD OUT.||I asked for a refund for the room & he stated” I can’t cancel it the reservation out because it was booked with points (WHICH IS NOT CORRECT) and that I used the app (WHICH WAS NOT CORRECT EITHER).MY FRIEND AND & I could not find a hotel in the DFW metroplex that had a hotel room available & were forced to DRIVE 6 hrs in the DARK AT 11:30 pm back to our hometown, & being exhausted because there were no hotel rooms available since it was a HOLIDAY WEEKEND. THIS IS inexcusable!!!!!! We had driven into from hometown That same day & had to turn around to drive home...

We were traveling with children so we specifically requested a room that had a pull out couch. Getting in the room, we realized that there were not linens for the pullout couch and not enough pillows for everybody. They gave us the linen, but said they did not have any pillows. I've never stayed at a hotel that has run out of pillows. Thankfully we had brought some with us in our car or else my kids would have been out of luck. One of the sheets had blood on it which is very gross to me. The room did not have any bags in the trash cans. So after eating our breakfast in the room, we couldn't tie up the leftover food in a trash bag or the pull-ups that our kids wear to bed and leave it out to be collected like we normally do. They also do not have somebody come to clean your room. I understand conservation and try not to expose housekeeping staff, but we were out of the room all day and it would have been nice to have an option to have it cleaned. There was nothing to hang on the door saying we would like a cleaning. So between the gross pull-ups and food that we couldn't bag up, the room smelled awful when we returned. The front desk said they don't have trash bags.

The phone did not work so we could not call down to the desk when we needed anything. The next day of our stay we needed new towels as all of ours were wet. I went down to the desk to get some, and she wouldn't give them to me until I went back upstairs and brought her all of my old towels. I've NEVER experience something like this from a hotel, it was pretty appalling! Perhaps if you're going to make guests go back and forth with their dirty towels if they need clean ones, then you should let housekeeping come in during the day!

Our kids were also really looking forward to swimming in the pool. But it was absolutely FREEZING! Indoor pools should never be this cold. My husband asked the front desk if the pool was broken, because it did not feel heated. The front desk just said "oh it should be heated". Well none of us could end up swimming.

And boy do I miss the days of true continental breakfast. The prepackaged breakfast options were very limited.

I am so upset that this is the closest hotel to my sister's house. I never want to stay here again. We travel quite often and stay in a lot of hotels, but I can't believe this is the kind of experience we would have at a Holiday Inn....

I booked a few months in advance of my kid's Spring Break, but something came up and we couldn't stay as long as expected. Upon check in, I specifically asked if we checked out a day early, if I would get charged for the extra night. The man at the front desk said "Of course not, whenever you check out that's what you'll be charged for." That was inaccurate! I still got charged for the night! If he would have said yes, sorry about that but it's too late to cancel, I would understand and this review might be a bit better. I also emailed the hotel to no avail.

Our stay - Room was ok, breakfast was good.

Pool was freezing and very dirty. In my confirmation email, it said the pool was being renovated but was to be done by the time we arrived. I don't think this was true or if it was the person who did the renovation should be fired.

On day 2 was where things went downhill. A women in the room right next to us checked in with her dog and then must have left the hotel because we had to sit and listen to her dog barking excessively for quite some time. The man at the front desk did come up and try to resolve the situation, but it doesn't change the fact we had to listen to that little ankle biter for who knows how long.

We always reuse towels and there were 4 of us in the room, but by the end of day 2 we needed some fresh ones. So I went to front desk to ask for more. I was asked if I had my dirty towels to exchange? Uh nope, I didn't bring those down? Why would I? So I had to go back up to the 3rd floor to retrieve our dirty towels just to go back to the front desk to receive new ones. The man at the front desk looked very annoyed with me and then didn't give me the correct towels I asked for.

Bottom line - it wasn't a good stay and we should have picked a different hotel. I do want to give props to the young man with the locs, as someone else mentioned in an earlier post, he was very nice! The housekeeping staff were also great. Everyone else, not so much. I don't want to feel like a criminal because I'm in need of towels? Make sure all of the staff know the rules, I don't want to be told it's ok to check out early if I need to, but then be charged for the...