Holiday Inn Express & Suites Granbury by IHG — Hotel in Granbury

I recently completed an extended stay at Holiday Inn Granbury in Granbury, TX and I cannot say enough good things about my stay. From the moment I checked in to the day I checked out, I was treated in the way I am sure every guest wishes to be treated. I was treated like I was the most important guest they had. That statement would make some think they neglected the others if I felt that way, but that would be incorrect I had at least 10 other guests who were the crew with me and their sentiments were the same. The care and attention they provided would rate their customer service as exceptional. My crew had to report to work at 6am and breakfast was not scheduled to start being served until that time. The hotel made it possible for each worker to have their full breakfast available before they had to start their shift. That is a major adjustment but it was done and always served with a smile by the morning attendant. I had multiple packages delivered and the cart was being used by other guests. One of the desk clerks helped to carry the packages to my room. I hate that I didn't get her name. All of the desk clerks were great and their service was commendable, but one young lady was absolutely outstanding and her General Manager deserves to know it. I do not know her last name but her first name is Karin. Karin was exceptional. She always greeted me with a smile and by name. She helped to ensure my crew was satisfied and went above and beyond to do the same for me. She would always check to ensure I was happy with my room and my stay, and honored my request on room type and location in the hotel. I take nothing away from the other clerks because they did the same. One other name I remember was Sarah, she was great. I point out Karin because I would see her in the local grocery store and she would acknowledge me and we would briefly chat. I felt like a local for their weeks I was their. She shared local places to go and things to do. She watched out for packages and updated me, but the thing she did that truly made a difference for me was ensure I received a very important package I left when I checked out for a weekend trip back home. I left some needed medication and when turned in my housekeeping, she attempted to reach me by phone to let me know. She was unable to reach me. She reached out to my corporate office and their hotel reservation contact with the hotel to let them know that I had left the medication. My employer was able to reach me and I returned to the hotel to pick it up. This was a very costly, possible life or death medication for me. I was so appreciative. She could have just held it until I returned that Monday, but she knew how important the medicine was to my health and she would above and beyond to get it to me. Yes, I have stayed in fancier, newer hotels with more amenities, but at this Holiday Inn I had a nice clean room, with the normal full amenities plus a trolley pickup to take you into their town’s wonderful downtown and lake area events. Yes Granbury has a lovely lake, great fishing and a “Texas beach”. It’s a beautiful quaint town that would make a great weekend getaway location. Their is a choice of hotels but I recommend trying this Holiday Inn in Granbury for the staff experience. I know they will make your stay comfortable and a lot of fun. Another small thing that was nice was have hot chocolate chip cookies available in the lobby in evening when we returned for work. It was a great treat and nice touch. If you stay here, you have to meet Karin and experience her special level of caring for the guests. Again, all were great, but Karin has a special gift of engagement I would say and the Holuday Inn at Granbury should know it because I would stay there again and again because of her alone. I stay in hotels for work over 309 days and year. Her service is rated in my top 2 and that is at all of the IHG hotels I have stayed in through the US. Great job Karin, and thanks for the unforgettable stay team at Holiday Inn at Granbury. You encompass the way a guest wants to be treated when...

We had a 1 night stay in Granbury. As a top tier rewards member, we were able to use points for a free night. When we entered the parking lot, we noticed there was only one vehicle that was parked in the Porta Cochet. Not a single other vehicle. Typically upon arrival we are treated as valued rewards members, ones who choose this brand over many others that are available. Not at this particular hotel. As soon as we walked into the empty lobby, it was obvious the air conditioner was not working. It was hot, and smelled of body odor. There was even a lawnmower parked inside the lobby. No one was at the front desk. Not surprising since the hotel was empty. There was a sign with a phone number to call if no one was present. We called the number, twice, with no answer. After waiting almost 10 minutes, someone appeared from a room across from the front desk. He seemed agitated, and didn’t even great us. While completing the check-in process, my husband requested a room close to the elevator. Which, seems like a very simple request, considering the hotel was literally empty and we were the only guest in the entire place. The employee’s response, in very broken English, was that we’re staying for free and we don’t get to choose what room we stay in, he will select the room that we will be in. And, he stated that if we want to select the room will be in, we can pay him $85 to be able to select a room. He went on to say that when we get a hotel room for free, we don’t get to say what room we want, he gets to pick what room we will be in. Shocking! I stated the only reason we have a free room is because of the number of times we have chosen to stay at this brand instead of others. I think we’re in shock, because we didn’t immediately walk out, and chose to stay. He put us on the first floor, and upon giving us the key he told us we had 10 minutes to inspect the room, and if we didn’t like it we could come back and he would check us out and we could leave. As we walked off, he reminded us that we had 10 minutes to make a decision. Looking back it’s truly surprising that we stayed, but we were road weary, as we’d been traveling for several days. As soon as we open the door to the room there was an overwhelming smell of air freshener, cigarette smoke, and body odor. We noticed a Glade Plug-in on the wall, and immediately removed it and wrapped it on a plastic bag and tucked it in a drawer in an effort to ease the heavy odor. Thankfully the a/c in the room worked, and we cranked it up on full blast to hopefully circulate out some of the obnoxious smell. After the employee’s treatment of us, we felt we had no choice but to stay and not say anything or risk being asked to leave and scrambling to find a different hotel. Since we were only there for one night, we made the decision to stay. We found a wonderful place for dinner, and when we arrive back to the hotel there were men cooking hot dogs on a Coleman propane stove at the back of the hotel! Lol! We did see them in the hotel, and obviously must’ve been placed right above us, because we heard their loud footsteps all night. The next morning, my husband went to get us coffee and look over what was served for breakfast. Needless to say, it was repulsive. Some sort of shaved meat product and other items that did not look appetizing or edible. The hotel itself seemed dirty, with the odor, paper signs taped up everywhere, the lawnmower in the lobby, the lack of air-conditioning in the lobby, I could go on and on. This hotel is definitely not something you would expect from the Holiday Inn Express brand. Having stayed extensively at these hotels, we know what to expect, and this was not it. A serious investigation needs to be done into this hotel by the brand...

We were charged TWO Unauthorized Fees. We've been IHG Members since 2018.

We stayed 1 night at this hotel. After checkout, we were charged an unauthorized fee. I contacted the hotel and was told that housekeeping found pet hair and we were being charged a pet fee. We didn't have a pet in the room. We don’t travel with pets. We’ve never traveled with pets. I was told then that the manager wouldn’t be able to review camera footage for another 2 days and we’d have to wait until then. I told them that housekeeping must have written the wrong room number. We turned around and went back to the hotel.

The front desk attendant at this time apologized and said she knew we didn’t have a pet because she saw us many times the day before but there was nothing more she could do. She was kind and was the only pleasant part of this experience. I asked to see video and any photos but I was told they were sent to corporate and she had no access to them.

I then contacted IHG Guest Relations. I was told that they’d document everything and ensure that the hotel resolved it within 48 hours. They weren’t willing to share any photos to me. The second time a woman said that it appeared this was a mistake.

Later the same evening, I was contacted back from the hotel and was told that the fees would be refunded the next morning.

Well the next morning is today…. and instead of a refund, what we found is that we were charged ANOTHER unauthorized fee now totaling $197.31. I contacted the hotel and the attendant admitted that when she was trying to refund the original unauthorized charge, she accidentally charged us $100 by mistake. She assured me that both charges would be refunded but it takes 7-10 days.

I very frustratedly contacted IHG Guest Relations again but was told that any compensation has to be approved by the property manager and they (as in IHG) have no authority to release funds sooner.

I’m at a loss at how this happened in the first place. I do understand mistakes are made, but I have no idea how this many mistakes have been made. I furthermore have no idea what the point of IHG Member Services or Guest Relations is as they can offer no assistance in regards to matters such as these. I was actually hung up on 2X while on the phone with IHG Guest Relations. They have been no help at all. Nearly $200 in fees that won’t be returned for 7-10 days may not be problematic for every family, but it is for ours.

We had several IHG Hotel stays booked for the summer months for weddings, softball tournaments, and vacation but I’ve cancelled them all.

I would not advise staying here or at any IHG Hotel from this point on. Their customer service at the corporate level is non-existent. If you do choose to stay here, make sure and watch your bank...