Holiday Inn Express & Suites Fort Worth Southwest (I-20) — Hotel in Fort Worth

We checked in to our hotel late afternoon. Our experience with the front desk clerk (Marian) older lady. Was not pleasant. She lacked personality, customer service and had an attitude with us when we asked for a specific room. All this was entered into the system when we booked the reservation. Unfortunately none of that information transferred over to the hotel. So that was strike one. We dropped off our luggage at the room and headed out to eat to a nearby restaurant. We came back. Headed into the shower and to our surprise the water pressure was a flat zero. No water pressure and no cold water. I should have known it would have been a problem when I heard the showe water trickle when the luggage was dropped off. I walked myself down to the front desk and spoke with a young lady who said she could send maintenance. I explained to her that it would not be something they could fix right away. She then took the initiative to move us to another room and upgrade us to a junior suite. I appreciate the effort she took to take care of this problem. It was our understanding that no rooms were available for us to upgrade to at the time of check-in. According to the older lady (Marian). The second room was better than the first room, however a couple of things that need to be addressed with the second room. The ac never really got cold. Had it cranked down to 64 degrees. The toilet never really flushed properly, the smoke alarm went off when the steam from the shower hit it. What a nightmare. This hotel needs a complete makeover. Its is dated. The breakfat bar is not any better. It is crammed and not enough room for people to move around and get breakfast. The one thing that is different from the rest of the Holiday Inn express is that the pool is located outside. You have IHOP and Saltgrass walking distance. While other restaurants are less that 5 minutes from the hotel. Overall this is the second to the worse hotel we have stayed at. I would not recommend this place. Nor will we come back here until a makeover is done. Not worth the money. I will say that Brenna made up for what the hotel did not offer. That is why I am giving it 2 stars. I am now giving it a one star after a conversation today 5.4.22 with Christi Hanks, General manager. I guess you did not like what I had to say. Therefore your solution was to hang up on me. POOR CUSTOMER SERVICE. Perhaps manager is not your forte. The beauty is you can hide behind closed doors. I WOULD NOT SUGGEST THIS...

Friendly staff, full breakfast, two important things when we stay anywhere. Also important is cleanliness where there was lacking here. I checked in late in the evening and there was a very strong smell of vomit in front of the elevators. But there was a cleaning staff wheeling the cart away so they must've just cleaned it. Can't help when people get sick, but cleaning solution or fragrance would've been better than to smell it straight. Once we got on our floor, there was a decent size dirt pile, like someone had carried a handful of dirt and dropped it while waiting on the elevator to go to another floor. It was there 12 hours later. In our room, immediately walking in, the floor tile is raised and broken. A few tile were broken and you could feel it raised when you stepped on them. They were all in front of the door, you had no choice but to step on them. The shower curtain rod was those curved ones but it was coming out of the wall, so it angled down which made using the shower curtain pointless because it couldn't stay closed, but sliding to the center. Good thing I brought my toiletries, because they gave us 1 bar of soap for our hands, and 2 conditioners. When we've stay at other Holiday Inn Expresses in the past, we get soap for our body, shampoo, and lotion. I'm not sure if there was a shortage or it was simply overlooked. Both unsettling reasons. The toilet ran water, not sure how the plumbing is but I've never had it do that unless the valve was broken, it began a pumping you could feel under the feet, for hours. It was loud in the beginning then changed. I remembered going to eat and coming back and it was still going and suddenly stopped and didn't do it again. And lastly on the cons, the top cover had a burn hole. The air unit worked, the friendly staff stood out, the TV remote worked and had a lot of selections. Breakfast ran long which is nice if you want to sleep in. We actually checked out an hour before the designated checkout time, things to go see at the beautiful Stockyards nearby. They decorate it nicely, like in Fredericksburg at Christmas time. But the location of this hotel gave us the chance to go see a lot of places in the vicinity. I simply expected more, I think the hotel itself needs some maintenance to get it to the expected levels of presentation. It wasn't the cheapest on my list of IHG hotels, so it was surprising to me the condition. I chose it for its proximity to a place I had an...

I travel a lot for business and stay at many different hotels across the country. While Holiday Inn Express is not my first choice in hotels, I do stay at them fairly often because of locations, price, and consistency of accommodations and amenities. This HIE did not live up to my expectations for several reasons.

1 - The quality of internet connection in my room was 11 Mbps with a low signal strength. This really isn't adequate for evening doing my work email.

2 - The breakfast room area was set up such that there were only 2 longs tables where you could choose to sit. Both tables were occupied by a what I assume was a group of some sorts as they were all ladies that apparently at least casually knew each other. I have no problem with this, but to eat breakfast I had to sit "family style" at the same table as them and I felt like somewhat of an intruder.

3 - I am highly confident I left the charging cube for my bluetooth headset for my cell phone in my room as I started a conference call from my room until I was in the car and had arrived at my destination about 45 minutes later. When I went to put the bluetooth device back in its holder/charger, it was not where I keep it. I completely searched the rental car and all other bags without finding it. Realizing that I had to have left it in my room, I called the hotel and the person that answered basically told me they wouldn't do anything except wait to see if Housekeeping turned it in after cleaning the room. I aksed if she would at least notify Housekeeping to look for it and the response was that if it is in the room, they will find it. I was not happy with this response, but I gave her my phone number and asked her to please call me one way or another as I would be driving by the hotel on my way to the airport that evening and wanted to know whether to stop or not. She never called me back one way or another and some 8 hours later before I left to go to the airport I called back. I spoke to a different person this time who was much more sympathetic and customer oriented; but there was no word on my charger or any note from the previous desk clerk about it.

I doubt very seriously I will ever stay at this HIE...