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

First let me say this was a wonderful hotel and I will stay here again and again. However, I am in the Army and had our travel agency make the reservation about two weeks in advance. I arrived at the hotel about 6PM. The lady at the front desk was very nice and pleasant. She checked me in and I went to the room before getting my family out of the vehicle. It was very cold. I reserved a two double queen bed suite but the suit I was provide was a king. I needed the room I reserved so I went back downstairs and informed the lady at the front desk. She apologized but stated I did not let her know what room I needed and gave me a different room. This time it was a standard two double queen room. Again not what I reserved and not what I needed. Back downstairs I go and explained in details the reservation and room requirement. The lady informed me there were no more rooms available which met my requirement. I had my conformation information and a few minutes later she stated she just had a cancellation. The room was very roomy and very clean. However, every night I was locked out of my room. Every night of my 5 day stay I had to go back to the front desk and see the same lady to get both keys reprogrammed. The lady made a comment to me that I should have told her what day I was checking out. One night I had to go back twice because the key would not work. The last matter for this stay was the linen. Because of the recent reports of housekeepers from major hotels improper cleaning habits, my wife did not want our room cleaned. She had spoke with the lady who was assigned out room regarding getting new towels & washcloths. We would leave them outside the door and receive clean items from the front desk on our return later that night. The same lady was at the front desk had an issue with this. She made several smart comments to my wife that laundry was not her job, the hotel does not have adequate linen to be giving us and we need to have room service clean our room. When I spoke with the lady she had a different attitude. Again wonderful hotel and very...

The first impression we had when we arrived later in the evening was to be greeted by Elisa. She was super friendly, informative and helped the check in process go super smooth. Everytime I saw her she always had a smile, kind words and was truly interested in our stay. The next morning we woke up and the breakfast buffet was filled with numerous options for breakfast. They all were hot, delicious and the best thing was the price....free. We encountered Angela and she was super upbeat and her energy was contagious. Always answered all questions and was super customer service oriented. Later in the evening we had a urgent need and met Jennifer and she went above and beyond to help accommodate my wife's needs without hesitation. We even needed a razor and yes, they had a new complementary razor, since we forget ours. I have been in customer service for over 25 years and would love to have team members like those ladies working for and with me. They truly are assests for this hotel. Now the rooms themselves were dated and in need of a total remodel. Whatever they wiped the furniture down with left it super sticky. I did not find the beds comfortable and woke up with a backache. The shower water was definitely hot and the bathroom was clean. If this hotel would do the upgrades and remodel to the rooms, this would have been one of the best hotels I ever have stayed in just because of the service. Management please take note the value of these young women on your staff. Get your rooms in shape and I'd assure you you would have one of the best IHG properties in the nation. We travel quite alot amd find ourselves in different cities throughout the country at least once or twice per month. MANAGEMENT/OWNER FIX UP YOUR HOTEL AND REAP THE BENEFITS FROM HAVING THIS AMAZING STAFF AND DELICIOUS BREAKFAST BUFFET. I would stay here again when I come back to Terrell just because of the ladies. Win me over 100% and let's see some changes made to the rooms. I'm gonna keep watching because I will be back in Terrell soon enough. Great...

I’ll start off by saying I’m an IHG member, we’re military and travel all over and move every other year. I make a point to only stay at IHG for reliability of what to expect across the board. We come to Terrell every summer to drop my kiddos off at camp and this year we thought we’d get a hotel for one night to have fun at the pool the night before and morning of drop off. The pool “was closed for maintenance” and the information was only offered after we asked with zero information on what was wrong and the estimated time for the fix. It’s Memorial Day and there’s no pool 🙃

I honestly should have canceled my reservation right there at the desk and moved on to a different hotel, because it only got worse from there. When you walk in you can feel the dampness in the hotel. The first room we were offered was on the third floor. There was a leak in the ceiling over the foot of one of the beds. Thankfully no issues asking for a new room, but the dampness was also felt in the fourth floor room we were assigned. The beds in this room are so terrible that they act like they’re roll up camp mattresses. We’re not heavy people, but sitting on the edge of the bed causes the outer 12-18 inches to hunch down. So two people sharing a Queen was miserable as my husband kept fighting rolling off the bed with the mattress. The carpet was damp. The towels felt damp before we even used them (and there were only 3 towels in a 4 person room). The chair in the room was covered in gross stains, so I used one of the towels to cover the seat. The table was “clean” but sticky. The AC had that mildew smell when it ran.

We cancelled our stay for picking up the kids from camp and will be staying closer to Buccees at one of the other hotels. The quality of this hotel was equal to the Motel 6 across the highway NOT what I expect of an IHG - so twice the price for the same experience.

The location is excellent and directly off the highway and by an...