Holiday Inn Trophy Club by IHG — Hotel in Trophy Club

This Holiday Inn (Trophy Club) should not be an IHG hotel. I stayed three nights in June (6/12/2024-6/15/2024)). I typically stay at more than 50 IHG hotels a year. If I didn’t know how good IHG hotels can be, I would be looking at changing to some other chain. Upon entering my room, I found ½ roll of toilet paper in the bathroom, and no hand towels. No big deal. This happens occasionally. I waited a couple of hours until I saw a cleaning cart in the hallway and got more. What I didn’t expect was the filthy carpet. On the last day, I showered in the morning, worked for a couple of hours in my bare feet, and stepped back into the wet shower to collect my razor. My footprints were dirty! While it makes me wonder about the cleanliness of everything else, I can live with this.

What broke the camel’s back, however, was the “restaurant.” This hotel displayed the typical promotional signs that reassure you that you will experience IHG quality: “Join us for breakfast at our full-service restaurant.” And “Join us for a healthy breakfast.” And “Full menu with full bar services.” The first morning of my stay (Thursday) I arrived around 8:15 a.m. There was no hostess and no other customers. The entry displayed a sign that said “Seat Yourself.” I did. After about 10 minutes of neither seeing nor hearing anyone, I ventured towards the back of the restaurant where there was something like a buffet. No cinnamon rolls, pancakes or waffles. There was a glass cabinet with pre-packaged pastries. It was labeled “Fresh Baked.” All of the pastries were within 30 days of their expiration date. Oh, yes, there were three or four slices of white bread in plastic bag on the counter. The eggs looked scary. There was a crusty layer (only) on the bottom of the hash-brown pan. Neither the yogurt (pre-packaged), nor the orange juice was refrigerated or on ice. I selected the yogurt that was the least warm and gathered up a Hostess danish and some of the bacon. The pastry was gummy and stale. The orange juice had a “buzz” to it. I figured I had better order off the menu. No one ever showed up. No glass of water. No silverware. No napkins. No bill. I left.

I got in my car and went to the nearest Chik-fil-a on Friday morning. On Saturday, however, I thought I would try the restaurant again (about 8:30 a.m.) – hoping that maybe Thursday was a anomaly. This time even the meat was bad. I actually tried the sausage. It was like jerky! A serving spoon was laying in the bottom of the mostly empty hash-brown pan (mixed with the food). The eggs looked slightly better than Thursday, but not edible. And of course, no cinnamon rolls, pancakes, or waffles. The yogurt and orange juice was still on the counter without ice, however, they had clearly been rearranged (thank god!). An employee did show up and I asked for napkins. I also asked if I could order off the menu. He said that only the buffet was available. I asked him if he was going to refill any of the buffet items, and he said that he had put out everything that management had allowed him to put out for that day. A middle-eastern looking man that I had seen at the front desk walked through. I called out to him. He looked at me and kept walking. I followed him to the front desk and explained (in detail with photos) the problems that I had with the restaurant. He said that he was “like a manager” but that the real manager would be out until Monday and I could talk to him then. He wrote my room number on the desk calendar with the words “says restaurant bad 2 days.”

As I left my room on Saturday morning, there was a lady with all of her luggage in the hallway. She said that her room keys didn’t work and her husband was on his way to the front desk to get new keys. This wouldn’t have been a surprise for a hotel by the hour, but this was supposed to be an IHG hotel! Stay away...

These rooms are great very clean good size shower has great pressure but the customer service here just isn't what I've come to expect from holiday inn. I called 4 days before my check in date and requested to move check in day to 1 day later he assured me it was taken care of when I went to check in my reservation has been cancelled so that woman on the phone who was helping me sort things out was great she was the only one who showed good customer service. She took care of it was able to reactivate my stay and since my points had already been charged for the first night she granted me a free night. To make up for it. I let her know I would be arriving late because of my schedule. When I got there around 10 pm there was a gentleman sitting in lobby didn't address me as an employee but I soon realized he was. He asked for my information told me he did not have me on his reservations. You can realize that the other woman had already checked me in and that's why I wasn't showing up. No I'm not trying to sound snobby or anything but usually when I go into a hotel I get greeted with a welcome to Holiday inn and thank you for being a diamond elite member. And then they usually ask me if they want me to award my bonus points or if I would like a free beverage. These are standard perks that I usually get hot other Holiday inn hotels. This guy did not even welcome nor any of that which I found a little unprofessional Evan told me breakfast is at 6:30 check out time is at 11:00 so I wake up at 6:00 a.m. get ready go downstairs expecting to see breakfast and there is a sign on the door saying breakfast starts at 7:00 on weekends and starts at 6:00 during the week. I then ask the lady at the front counter about breakfast she says yeah it's 7:00 like I was bothering her again didn't greet me I said good morning to her she didn't reply with a good morning just common courtesy. I give these guys a lot of my business and I do try to take advantage of my little purpose when I can but it's sad when I have experiences like this it had been a long work day and I really wasn't in the mood to deal with people like this. As I said there was one woman on the phone who I spoke with and she was the only one who was truly a helpful customer service agent everyone else just made me feel like I was bothering them.

To make things worse the guy in the restaurant area grilled me about being a guest asking me what room I'm in and telling me this free breakfast is only for guests going as far as going to the front desk verifying what room I had been checked in to. This was in my checkout day but still I've never had this happen to me getting...

It's such a shame that this brand new hotel with nice and spacious rooms is failing on the service side in the hotel and especially in the restaurant. It felt like a very poorly run independent hotel rather than a Holiday Inn.I am not planning to stay here again despite the fact that it's located conveniently to my company's new headquarters office.

The first night the fire alarm went off at 10 PM and people evacuated. I asked the front desk what happened and the woman who answered seemed to find the situation funny because she was giggling about it. The server in the restaurant told me it's an ongoing issue. That would have been good to know before being woken up and having to evacuate on a cold night.

The only food option is a "full service" restaurant and bar. It was extremely poorly staffed and on my 1st day at breakfast took too long. At dinner, I ordered a burger cooked Medium and it was raw in the center. I didn't bother to mention it because the 1 server was so busy. The 2nd day I ended up not getting served at all and missing breakfast after unsuccessfully waiting for service for 20 mins because there was 1 inexperienced young server with a restaurant full of people. To make things worse - the server also had to leave the restaurant and setup for an on-site meeting. Obviously management doesn't know how to staff a full service restaurant and when that's the only food option in the hotel (no room service) it's incredibly inconvenient. The poor people who were trying to have the meeting in a rented meeting room couldn't get an HDMI cable to hook to the large monitor and were waiting for their coffee setup because the staff forgot. They were standing in the lobby with the rest of us who were unable to get what we needed.

When I tried to check out after not getting breakfast, the clerk at the front desk couldn't check me out because she didn't know the password of the shuttle driver. She kept unsuccessfully trying to call to get it while a line of guests waited to checkout. We had to wait for him to get back to the hotel to log her in. She also didn't know what to say when I told her about my inability to get breakfast.

The interim manager who was driving the shuttle was very nice, but I think there should have been a real shuttle driver to handle that duty so the manager could get things more in line back at the hotel.

Overall, the service is just a mess and it was a very poorly run hotel. I canceled my upcoming reservation for the next month, and recommended no one else from my company stay here and that we not hold meetings here. It's a shame because we are looking for a...