Holiday Inn Express & Suites Dallas - Grand Prairie I-20 by IHG — Hotel in Grand Prairie

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Hello Anonymous-13,

Your opinion is very important to us. We appreciate you taking the time to write a review for your stay at Holiday Inn Express Dallas - Grand Prairie I-20. Unfortunately your review did not meet our guidelines for posting on our site, as outlined below.

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Do not recommend

Reserved my room online a week in advance, showed up to hotel, upon arrival hotel would not accept my method of payment due to "no chip in my debit card" although I had my valid drivers license, and my debt card had my name on it. I had to go to a ATM and take out cash for this stay. Hotel manager at the time told me, " it's company policy they cannot accept anything other than cash or chip payments." This policy is not pre warned nor stated anywhere inside the hotel, or at front desk for check in. The guest books inside the hotel rooms and online website state they accept all methods of credit/debit cards. I asked hotel manager if this can be updated to decrease inconvenience to other guests, manager told me to "update my card with a chip with my bank." Also inside the hotel room upon arrival I noticed a open breath-mint package on the desk as if house keepers did not pay attention to detail on cleaning, and in the middle of the night I was awoken by a cockroach crawling on me. This hotel was a inconvenience to me and did not meet my cleanliness expectations due to open breath-mint package and cockroach during the middle of the night. This hotel did not meet my convenience expectations due to not being notified about only accepting chips or cash until arrival. Only good thing about this hotel is the location, close to a movie theater and a lot of places to eat. Overall I do not recommend this hotel mainly due to me having to go out of my way to a ATM to get cash when it's the hotels job to meet customers expectations and convenience. I do not see myself staying at this hotel in the near future. Hotel manager has "kicked back" my review 4 times saying my review is not "acceptable" due to this information I am providing is accurate and valid and does not want public to be presented with this disheartening...

Do not waste your money or time. This property is ran by a general manager “lawanda”that has the intelligence of a squirrel. She was wrong about me having a service animal that’s documented and registered. She spoke to me like I was an animal myself and it’s really better for you to take your hard earned money and give it to an establishment that actually treats their customers like people. I hate to say it but I’m pretty sure she was an embarrassed racist who assumes people of color don’t have documentation, or the intelligence to conduct a conversation.

Edit: No customer is not responsible for the communication between staff in a “professional” environment . For public view, I’ll add the fact that I communicated with the young man I originally checked with around 11pm on Jan18th that I may bring my pet and was informed that this would be fine . So this manager was not present due this time nor did I have my service animal with me during my check in process. It’s not my responsibility for other staff members to be aware of what other staff members know. So instead of questioning my financial status “let’s see if you card goes through for $250” or assuming “your sneaking an animal in with a blanket”. You should have engaged the situation with more intelligence. Any cat owner will tell you cats get over stimulation durning stressful transitions. So he was covered for his and my sake. I’ve added my service animal to my profile on the app so that 1.I book hotel and accommodate service animals and 2. They are aware upon check(along with physical meaning the animal is preset and verbal contact). Over the past 7 or 8 years I’ve never had an issue with a reservation or staff member in regards to my pet, this will be the first and last. You seem to think a courtesy of some points I don’t need would be enough to cover this inconvenience and you were wrong. Not all people are cut out to be in a management position and this is something I highly recommend you consider....

This is a clean comfortable hotel with a great location and good amenities. We only had two negative issues during our stay but both are worth mentioning. Early in the week we realized that half of the lights around our mirror were not working. I asked my wife to let the front desk know during the day and that evening she informed me that they said they had to order parts and it would just be out until then. Common sense made me think why didn’t they just offer move us to a different room, but I didn’t follow up because it really just wasn’t that important to me at the time.

On Friday morning, however, my conference went on till 3pm so I asked the front desk for a 4pm late checkout that morning. No problem, I was told. About 1:30pm my wife begins texting me saying she was called by the front desk clerk who told her she has to leave the room by 2pm. I told her to advise them that a 4pm checkout was within our gold ambassador membership benefits and that I had already gotten it approved before leaving that morning. She called back and the frond desk girl said she would have to transfer her to the manager on duty. The manager told her that our gold ambassador membership (which I paid $200/yr for) is not honored at Holiday Inn Express because they are short handed. After a moment she told my wife that they would “make an exception this time” and allow a 4pm checkout.

Needless to say the interruption in my meeting to inform an employee of their own policy and have to negotiate through benefits clearly written on your website was not at all in my plans for my last day there. To say I was disappointed with a service I paid $200 for would be an understatement. While I am up for renewal soon, I am not sure if that will be happening after this incident.

I have stayed exclusively at IHG hotels all across America and in Europe because I appreciate the consistency and quality of service I receive. I sincerely hope this to be a poor exception and not...