Holiday Inn Express & Suites Dallas Northeast - Arboretum by IHG — Hotel in Garland

During my stay at the Holiday Inn Express at Garland I was extremely disappointed in the service. Unfortunately, our first night at the hotel we had a glass bottle break in our room and a bloody nose incident occur in the middle of the night. With that, we were expecting new towels and new sheets the next morning as both were dirty from previous cleaning up the night before. Around 1 o’clock I called down to the front desk to ask when housekeeping would be in as I was shocked no one had stopped by yet. Patrice at reception said she would look into that for me. At 2 o’clock with still no housekeeping coming as of yet, I went down to the front desk. Patrice said I had given too short of notice, my do not disturb sign was on my door (which it was not at all that day), and housekeeping only comes by rooms on Mondays and Fridays. I explained how our towels had glass in them and our sheets had blood on them. She went to the back closet and emerged with a heaping pile of towels and sheets which she proceeded to hand to me and told me to clean the room myself. When I asked about a new comforter she said there was no extras in the hotel and I would have to bring down the bloody comforter and glass towels myself for them to launder. As she went to get a garbage bag for me to use to bring these down, the manager appeared (I do not remember his name but an extremely friendly, helpful, and tall gentleman). When he saw the shocked look on my face from the situation unfolding he asked what was going on. I proceeded to tell him Patrice had upgraded me from guest to the hotel’s free housekeeper. He was astounded at her unprofessional attitude to say the least and told me that it was unacceptable for her to ask me to clean my own hotel room. Later, the guest I was staying with was given the same confrontational attitude by Patrice saying I should have cleaned the room myself with the supplies she provided me. Thankfully the friendly manager was able to remedy the situation and sent up a housekeeper (who had not all gone home for the day as Patrice had previously said) to clean up our room accordingly. Interestingly enough, housekeeping came by the following day (a Wednesday) to provide cleaning service to all the rooms on our floor. Again, proving Patrice was lying about the hotel operations and simply did not want to do her job. In all my years I have never met a worker in a hotel I stayed at that expected me to do my own housekeeping. I hope anybody who has to stay at this hotel will avoid Patrice at all costs unless you want to met with a lazy, argumentative, and unprofessional receptionist who tries to get free labor out of the hotel guests to avoid doing work herself. If you do find yourself at this hotel, try to only interact with the friendly manager, he is the one with common professionalism and a...

This location had disaster written all over it from the very beginning. When we got to our room the first thing we noticed is the bathroom door would not close. It was one of those barn door types so it also blocked the refrigerator and everything else in that location. I went down stairs to complain and they said maintenance would look at it the next day.

When I got back to the room i started to notice other things. Do I even want to know what that white stuff was on the couch and wall next to it was? The floors and walls also were very dirty. When I got into the shower there was no water pressure, the soap lock was broken and i almost dropped it on my toes. The pump on the body soap was also broken so i pulled it off and poured it into my hands. The A/C would not cool the room very well and it was only in the 70's. We complained about all the issues again the next day because nothing had been done to fix the door. We were offered to switch rooms but were so tired from a day at the fair we declined.

The last straw came when the hot water stopped working in the shower. We finally moved rooms late on the last night there. The new one was even worse in terms of being clean, and there was no soap in the shower and the USB ports did not work. An hour later they tried to give our room to someone else and they almost walked in on us! The bathroom and bed seemed to be clean in both rooms with the exception of a pile of black pubic hair in the corner. Maybe they only clean it when it looks bad?

The breakfast was the same on each day except they switched out the biscuits and gravy for sausage links and more eggs once. Sausage patties were there every day and tasted freezer burned. The only fruit was overripe red delicious apples and oranges.

When we got home we noticed that not only had they charged us more for the new room, they also extended our stay an additional 3 days and had to call guest relations to resolve.

I can't believe how poorly maintained this place is. There was even graffiti on the walls of the elevator. If you don't want to pay $7 a day to park in the ghettos, go somewhere else. The staff was very friendly and they offered multiple times to move us, it was just never at a good time. It would not have mattered anyways based on the condition of second room. We started in room 424 and ended up in 212.

I have been an IHG member for many years and this is not what I come to expect from the brand. Definitely one of my worst experiences with them, and this is a...

More like a 2.5. We stayed for 3 nights while visiting family in the area. The hotel is in an odd location, there's nothing else around it, and you need a car. There is nothing you can walk to and no public transportation. You can imagine my surprise when the hotel bill listed a $7/night parking fee. There's a large lot, not an attended garage, you park yourself, and only guests would be using it. I believe this is what you call a JUNK FEE. Everyone working there was very friendly and polite. The problem is, that's where it ended. They didn't follow through on anything. Our bathroom sink was clogged and wouldn't drain and the handle of our walk-in shower was broken and kept coming off every time you opened or closed the shower door. We reported this 3 times, and it was never fixed. The barn door on the bathroom might look cool, but we both pinched our finger multiple times. Is it too much to ask for a regular old bathroom door that opens and closes? There is no housekeeping services, at all, that I could see. Even if you ask for your room to be cleaned, it's not going to happened. We tried twice. You have to go down to the desk and ask for things you need, like fresh towels, soap, or toilet paper. If you want the bed made, make it yourself. If you need the waste baskets emptied...too bad. If you don't know what to do with used towels, well we made a pile by the door. There was no hair dryer. I asked at the desk and was told the hotel was full and they were all in use. But the desk person did give me directions to a Walgreen so I could buy my own. The room just didn't feel clean, and after walking barefoot, my feet were black. I don't think the carpeting had ever been vacuumed. Breakfast was fine. They have terrible coffee and the station was always dirty with drips, stirrers, used teabags, etc. It seems that no one attends to it. We chose the hotel because of the location and proximity to our family, but we were never really comfortable. It wasn't a good experience and I don't think...