Holiday Inn Express & Suites Royse City - Rockwall, an IHG Hotel — Hotel in Royse City

Check-in was 1/11/18 and check-out was 1/15/18. We checked in to the queen suite, pet friendly, room in the early evening after a 5.5 hour drive from Kansas. At first glance everything seemed to be in order. We were given linens for the pull out couch/bed in the 2 queen suite and an extra 2 towels as I requested. I emptied out suit cases and put things away, set our large dog kennel for our cavalier king charles spaniel near the window by the wall, and began looking for a place to get dinner for the evening once we checked out the location of the pool in Rockwall where we would be spending the weekend. I noticed the dog going under the padded valet and sniffing around, and then look to be chewing on something. I immediately cried out for my son to grab him so we could remove from his mouth what he had gotten into. To my alarm, he had a large chocolate cover pretzel in his mouth. He had fortunately not taken a bite of it yet, but I was horrified that he could have and become very ill. We discarded the pretzel and decided to discuss it with the manager in the morning. My husband and I went to Rockwall and left our son with the dog at the room. When we returned, had eaten, and were getting ready to go to bed, we pulled out the pullout couch bed and I began to make it. What I saw about made me ill. The mattress was lopsided and stained beyond imagination. I lifted the mattress to maybe flip it and was even more shocked by what I saw. Stuck to the bottom side of the mattress was some greyish, purple glop of some kind of food item. Added to that, there was a blister pack of some orange gel capsules that was also crushed and stuck to the mattress though most of the medication was still intact. It was late by now and I imagined the hotel manager would not be in at that time, so we closed up the bed and my son slept on my bed with our dog. The next day I asked the manager to come up to our room and instead he sent up a floor manager. I showed her the pull-out and informed her about the chocolate. She asked if we wanted to change rooms and I told her I wanted it fixed and cleaned. I asked for a new mattress and new linens as well. She in turn sent up a housekeeper, who removed the bed, picked off the disgusting food and medication off the underside of the mattress and then proceeded to swipe the remaining crumbs and dirt to the floor. She had the nerve to ask if I wanted it vacuumed up. I told her I just wanted everything cleaned up and she left the room. She later came back with a chair I had asked for but never came back to clean the carpet. My son picked every little crump off the floor so our pet would not get into it. Now on to the bathroom. The bathroom floor was angled and caving into like a bowl. The vanity/sink front legs did not touch the floor it sloped so badly, and on one of the front legs, there was some kind of rubber cap or washer placed under it as if in attempt to gap the distance from the bottom of the leg to the floor. The other leg was just hanging in the air. The tub grout was spread with what must have been a finger and had holes, gaps, and similar pockets all along the tub wall and the two corner shelves that were made from the same tile as the walls. There was visible mold and mildew in all these areas, something bleach could simply cure and remedy. It was so disappointing and such a bad experience, that we will never again stay at a holiday inn hotel of any kind. We do not normally frequent this chain, but this one particular weekend, we had to bring our pet and had no other choice. None. We are not used to staying in such deplorable conditions, and would not recommend it to anyone either, and especially if you value the health of your pet and family....

I was staying there using points, I check in and go to my room which is right behind the elevator and ice machine and the walls are paper thin. The A/C came on and ran for two minutes shut off and didnt come back on once while i was in the room for an hour and half. I took out my digital meter that has a temperature probe it was 75 degrees in the room the thermostat read 72 and the thermostat was set at 67. I went to the front desk to ask about about the AC and potentially for a different room. The front staff came to my room and the AC came back on and before he could get back down stairs it turned off again. So went back down stairs and they gave me another room. Again right behind the elevator and ice machine. The thermostat was again set at 67 it read 72 in the room but it was 75. I never touched the thermostat in either room they were already set at 67 when i got into the rooms. But it was running so I figured it would be better. this was 9:45pm so I went to bed. The temperature was never real comfortable in my room. The next afternoon when I came back to the hotel I mentioned that the AC in my room still didnt seem to be working properly. The answer I got from the front desk staff is "The whole hotel is that away". The second night I was awaken by sweat at 1:30am in the morning because i was sweating so much in my room and could not go back to sleep. So I checked out and went to another brand of hotel. (Marr--tt) and it was 150% better. Just for reference I keep my thermostat at home set at 75 at night and am comfortable. I wear long sleeve shirts all year long summer and winter. I am usually the first one to complain it is too cold in a room. You dont have to worry about that if you stay at this IHG in Royse City. I also stay about 100 nights per year in hotels for work. But never will stay at this property again and it will make me question staying in IHG...

Front desk staff could use some training on basic hospitality. I was greeted with "Name?" "Phone Number?" and "Address?" No welcome/salutation whatsoever. The first staff member seemed putout when I asked if my IHG number was on the account, and offered that in lieu of my contact details. Upon check-out a different staff member demonstrated the same lack of hospitality. Neither staff member was present at the desk for arrival or departure. After waiting for about a minute, they arrived after I nicely stated "excuse me?" I was not asked about my stay. If I had been asked, I would have left this feedback with her. Instead I'm leaving it here for everyone else.

Noisy. My room, and upon a quick peek down the hallway, many rooms on the third floor, have a 1-inch gap beneath the door. This made my room relatively noisy. Walking in the hallway and guests speaking with each other were easily heard at all hours. At one point, I went into the hallway to see if people were talking right next to my alcove, but they were actually several doors down talking at a reasonable conversational volume. I eventually stuffed a towel under the door and it seemed to help a bit.

Television signal bad, channels did not match the list adjacent the television. The picture was almost unwatchable #color poor, intermittent signal, audio volume inconsistent even on the same channel#. I don't know if this was a TV issue, or a distribution issue through the hotel.

The hotel appeared relatively new and was, for the most part, clean. There were, however, some obvious black mildew/mold issues at the intersection of the tub and tile, likely due to poor grout/caulk work.

For those traveling along I-30, the location is relatively convenient. It's away from the major traffic areas and there are plenty of amenities within a 10 minute drive...