Holiday Inn Express & Suites Irving Conv Ctr - Las Colinas, an IHG Hotel — Hotel in Irving

First impression when arrived set the mood for entire stay. I went up to counter around midnight to check in and the gentleman that was there did not greet or welcomed me. I initiated the conversation by saying, hello, I need to check in and provided my name. I offered my license and credit card but he said he didn’t need it. He then gave me two door keys and went back to something else. Didn’t offer to explain where the room location was or how to get there. I went by to my car and drive around to enter thru side entrance. Found room after a little search and the keys would not work. Went back down to inform gentleman and he just said “did you flip handle up?” Told him I tried both ways and had no luck. He reset the keys and went back up to unlock it. This time the doors oriented.

We had five guests and requested the suite so that one child would sleep on couch bed. Opened it up and could not find any sheets or comforters to place on couch mattress.

I went back down to receptionist and asked for bedding and the same gentlemen responded that they were all out and didn’t have any more to provide. I was like, are you serious? I requested bedding for five and now you’re out of bedding? Then he said that housekeeping is closed for the day. At this time, I just responded that I will handle it in the morning and will need to speak to some higher higher up as he couldn’t assist. Then he said that they gave them all out already for the day.

Went back up and place some of our pillows from the bed in the mattress and gave them some sheets to use for that night.

Air conditioner had an error message and wouldn’t cool lower than 72. I took a pic of the error.

Next day went to breakfast and you could visibly see the staff overwhelmed. When they needed to refill eggs or another item, they would just cut in front of guests to refill them. The staff didn’t say anything to welcome the guests or excuse me while I refill, they just cut in front of guests. I told one lady staff member, busy day? She said “it’s my last day and then I’m off for two days, I can’t wait.” Not the kind of response you expect from staff members. Makes you wonder what kind of job they are doing in the kitchen.

The rest of the weekend proceeded with similar issues. I was able to speak to a different receptionist later in afternoon who informed me that they gave all the blankets to a basketball team that was staying the night. I just asked about the families staying with five people in suites expecting bedding for the couch and not having any and she was a little more attentive and apologized and was able to find a blanket for us to use. The shower would either get super hot or super cold and the piece that holds water in bathtub was sitting in the bathtub disconnected from plug.

Needless to say, I will choose a different property for...

When entering the property we were a little concerned as there was trash in the parking lot but once we went inside we were greeted with an impeccable "great room" and smiling staff. She got us checked in within seconds and asked if we were there for the concert that evening and then suggested the shuttle service that they would be running.

Unfortunately, the location is under renovation, so only one elevator was operational, but the wait wasn't as long as one would expect.

The room was spacious. Having an extra sink in the front area along with microwave/fridge was a wonderful touch. With three adults, having an extra sink really came in handy.

We realized quickly that there weren't enough towels and there were no pillows for the fold out couch. Called the front desk and they were knocking on our door in less than 5 minutes. Amazing service. Unfortunately, my guest that was staying on the fold out didn't realize the fold out didn't have sheets until he was ready for sleep and he didn't want to wake the two of us who were already asleep in the beds to get to the service phone and so he just slept on the couch. Considering the extra charge added for more than two people(which I've never received at any other hotel), it would be best to pre-supply these items. It did not affect his enjoyment of his stay however.

Since the hotel is under construction, during daylight hours, there was a great deal of drilling going on. Thankfully it didn't continue into the night.

The sink outside the bathroom lighting was less than poor. It's a fluorescent light that had issues coming on and would flicker constantly. With all the other lights on in the room, my female guest was able to put on her makeup just distressed about the flickering as she's prone to light induced migraines. I'm going to assume they will be replaced during the remodel.

The breakfast was amazing. The best I've ever had in any of my hotel stays. The chef came out and asked us how everything was, especially the new breakfast burritos that he just started trying out the day before. Everything was top notch and always kept full.

We were told during check in that my receipt would be slipped under the hotel door so I could do a quick checkout. We left the room at 10:45 and it still wasn't there so had to wait in line at the front desk so I could get my paperwork.

Overall A-. Honestly, once the construction is done, it'd be hard to not...

The bed was great, I slept very well, It was very quiet even though was next to the Breakfast are. The breakfast was a lot of variety more then I have seen in other places, as well the Breakfast is included in the Price, It has from Greek Yogurt to Eggs, to other yogurts, variety of fruits banana and apples. Juices, different type, which is great. cereals and honey, and different breads, and Coffee and many assorted teas which is great. They have coffee and tea during the Day, Hot water etc. There is a 24HR Shuttle service, i have never seen anywhere else then there, They take you wherever you want to go in a 5 mile range. So they took me to the different restaurants in the 5 mile range, and to great malls, i had a great time. The service was always friendly very caring, like a big family, I love to see how they helped each other like a big family, i one time got extended check out, that was great as my plane did not leave that early, Then from 5-7 everyday they serve complimentary food and beverages for their guests. I though that is pretty incredible, there is one of the staff who cooks the meals for the guests. They take any hotel guest and shuttle them around. Their motto is we go the extra mile for the customer, that is what appeared to me. One time my coffee machine did not work, I was offered right way a different room I could choose. As I did not want to leave that space was convenience next to the Fitness center and the Laundromat. I got promptly within minutes a new Coffee machine out of a box, literally. I had just a club member status. I was very impressed with this, every body has a smile on the face and you can feel it its real, they love what they do, from the Manager Jeremy to Tom, he was awesome like a dad, to Eric, Brandon, Richard and Rachel I love them all , this was an unforgettable experience and I consider them as my friends. I actually miss them staying at a different Hotel right now,THEIR SERVICE IS OUTSTANDING BECAUSE THEY CARE AND WANT YOU TO HAVE A GREAT STAY, AND YOU CAN FEEL THAT EVERY DAY AND EXPERIENCE IT. Thank you for what you do ! You do the greatest Job!!!!! Sincerely...