Holiday Inn Express & Suites Fort Worth Downtown by IHG — Hotel in Fort Worth

-1 Stars- Thanks to James My mother was transferred to a nearby hospital, my husband and myself were exhausted and it was now 5am, when we decided to stay in the area..I called this hotel to book and it went to a switchboard to book the room.. the nice lady scheduled a room to have a late check in time from 19th to 20th but mind you.. we walked in at 5:30am on the 20th, just needing a few hours of rest before heading back to the hospital.. this was perfect.. UNTIL, we met James the manager. We walked in, he greeted us and I told him I booked a room.. he started by saying “not until 3pm you didn’t” I explained that we had a confirmation number and he looked it up and said they had no more rooms and tried to convince me, that the room I had just previously paid for was not available and I needed to call back the representative that booked me. I called back to get a refund and spoke with Chris at guest relations.. she asked me to please allow her to speak to him.. so I went back to the front desk.. because my reservation was correct. He then argued with this lady in the lobby on speaker phone in front of us plus two other guests and told us he “still not have a room for us, we would walk”, told me to hang up on her, “because she was from another country and couldn’t even speak English”. This woman spoke perfect English and was very patient with this very rude hostile man. Plus this was very racist. I believe when he realized he was incorrect, a room magically appeared and then he even compensated a room for an extra night, which we did not need or use. This experience gave me high anxiety, especially after my mom having a stroke and this being my first time in this area. We did not use his comp room. As this happened today, and will not be staying at a place with this type of service. This was quite literally the worse service I have ever experienced and this man shouldn’t have a job with customer service, if he can’t be pleasant. I cannot believe he was the manager. And on top of all of this, the conversation was recorded because I am disabled and use TTG for hearing, plus guest relations representative also recorded the conversation since it was my phone call to them on my personal cell phone. If I can figure out how to download the transcript to the photos below I will. I would not recommend this hotel unless they find a new manager that is not rude or racist. We also did not receive an apology for the embarrassment at the front desk in front of...

Good: Location, customer service; for the most part everyone had a good and friendly attitude. They were helpful and courteous. (But it also depended which staff member you ask things from) I asked a lady working in the breakfast area for coffee, she said “we are working on it”, she never brought any out. Another person staying there asked a different employee for coffee as well and she said “we are out”. Breakfast time was not over. Their food variety was good. When we got there one is the elevators was not working but it was fixed the next day.

Unfortunately, the good doesn’t override the bad. This is a filthy place. I have never stayed at a hotel as dirty as this one. One thing is that it is old and run down but another one is DURTY!! The floor in our room had not been moped or well cleaned for who knows how long. I could just tell it was dirty when we got in. I took a piece of paper to run it on the floor, sure enough there was hair and who knows what else. 🤢 The area near the microwave had a nasty smell, I think something got spilled and never got cleaned . The lamp was dusty, the head board had who knows what smeared on it. 🤮

The pool room was HOT 🥵. Their AC was not working with less than 20 minutes I couldn’t bread in there! Apparently it has been out for a while is what I was told.

Not sure that this was a hotel issue but for whatever reason my internet wouldn’t work in the morning around 10:00 to noon. Any other time I had no issue. Not sure what was going on with that just thought I would share in case someone else has the same experience.

I stayed there for a week, my floor never got cleaned. I asked one of the cleaning ladies to let me borrow a broom to sweep the floor, she said to just sweep the trash out the door on the carpet, that she would vacuum it, she never did.

I have also seen different comments from different times that this hotel is under new management. Not sure if it’s just an excuse when they are not given a good review or they receive a complaint.

Also there was lots of noise one night it took calling the front desk 3x before they address the noise issues next door. They would tell me they would take care of it but wouldn’t. I know because we were able to hear the phone when they finally called the room to ask them to keep it down. We literally could hear the conversations as if they were...

If I could give this place a zero, I would. It’s hard to summarize just how much of a mess this hotel is, but if you take one thing from this review, let it be this: don’t stay here.

**UPDATE: They sent an AI-written response that dodged responsibility—no apology, no fix, and no refund.

While it’s technically in the heart of downtown Fort Worth, the surrounding area is far from appealing. There’s heavy construction on nearby streets, the unmistakable smell of weed at almost every entrance, and a noticeable homeless presence. On top of that, parking isn’t included in your booking, you’ll be hit with a surprise $24/night fee. The shuttle service that they boast about on the website? Nonexistent on weekends.

The rooms are dated and poorly maintained. The shower dripped nonstop, mold was growing around the sloppily applied silicone, and we spotted a few bugs during our stay. The AC never fully cooled the room, regardless of what the thermostat said. But worst of all: the noise.

The hotel is right next to a major freeway and has very thin walls. You’ll hear every car revving, every siren, and every hot rod flying down the street all night long. Combine that with hallway noise and neighboring rooms, and don’t count on a good night's sleep.

Breakfast is average at best and served in a cramped area packed with guests scrambling for food. The eggs are clearly the powdered, rehydrated type, and most of the options are underwhelming. The only highlight was the automatic pancake maker, it worked fine and was a nice touch.

The pool? Utterly unusable. The water was green and cloudy, with hair and debris floating on the surface. It’s located in the basement, and getting there means taking creaky, unreliable elevators that jolt and shake at nearly every floor, and then walking through a cloud of weed smoke blowing in from the parking lot. Both ice machines were completely out of service all weekend.

The staff were polite, but clearly undertrained or unsupported. Whether it’s a management issue or a corporate one, the result is the same: this hotel is mismanaged and not worth the money.

If you’re visiting Fort Worth, do yourself a favor and stay somewhere like the Omni. You’ll thank...