Holiday Inn Express & Suites Dallas NW Hwy
🏨 Hotels & Travel · Dallas
Between really bad and never again.total experiences
replied on google
Most reported issues
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Experiences
Vehicle was vandalized in the hotel parking lot.
Business reply on Google
Thank you for your feedback. We take incidents like this seriously and reviewed the matter at the time. Our team checked the available camera footage and explained our findings during your stay. As advised, the appropriate next step is to file a police report so law enforcement can formally request and review any footage as part of their investigation. We would also like to clarify that our property does not provide 24/7 monitored parking. This is clearly disclosed on posted signage in both the parking lot and at the hotel entrance. Like most hotels, we are not responsible for damage to or theft from personal vehicles. We stand by the actions taken by our staff and the information provided at the time.
Staff refused entry to a guest with a service animal.
Business reply on Google
We value and support our military veterans and thank you for your service. We also take our obligations under the Americans with Disabilities Act (ADA) seriously and welcome guests traveling with service animals. We regret that your experience did not meet expectations. During this interaction, the check-in process was not completed after the situation escalated and included the use of profanity toward our staff. This behavior continued in a subsequent phone call. As a result, service was declined based on this pattern of behavior, not on the presence of a service animal. We remain committed to maintaining a respectful environment for both our guests and our team.
unauthorized charges and failure to refund service animal fees
Business reply on Google
Hello Jackson, Thank you for taking the time to share your feedback. I sincerely apologize that I was not available to personally address your concerns during your stay, and I apologize if we were not as clear as we should have been in communicating our thought process. After carefully reviewing the situation, I would like to clarify that the $250 you referenced was a temporary authorization hold for incidentals—not an additional charge. This is a standard practice in our industry, and these funds are automatically released by your financial institution after checkout, typically within 3–10 business days depending on your bank. Regarding your dog, our team did note that the animal was left unattended in your vehicle while you and your wife were on property having breakfast. This created some confusion, as service animals are expected to remain under the control of their handler at all times while on-site. We understand how this may have contributed to the concerns you experienced, and we regret that it was not explained more clearly in the moment. I do want to reassure you that no additional pet-related charges were applied to your final folio, which reflects only the agreed-upon r
Hotel refused check-in but deducted loyalty points from account
Hotel refused payment methods and made unauthorized charges after cancellation.
Business reply on Google
Thank you for sharing your experience. We’re truly sorry for the frustration and stress this situation caused, especially while traveling with your children. We understand how upsetting that must have been. To clarify, our property requires a physical card with the guest's name printed on it at check-in. While some prepaid or third-party cards (such as certain Chime or Venmo cards) may process charges, they may not meet our verification requirements for authorization and security purposes. We do try to accommodate our guests to the best of our ability, including the acceptance of cash payments with a card held for incidentals in special circumstances, as long as it falls within our policy of no prepaid or third-party cards. When a reservation is canceled, any authorizations that were processed may take several business days to release, depending on your financial institution. We do not control the exact timing of when funds are returned once released from our system. Regarding the repeated charge attempts, those are typically authorization attempts rather than completed charges, but we would be happy to review this further to ensure everything was handled correctly. We sincerely ap
Staff refused to prepare sofa bed and forced guests to carry bedding
Business reply on Google
Thank you for bringing this to our attention. We are truly sorry to hear about your experience at check-in and understand how upsetting this must have felt, especially after a long drive and while traveling with children. We sincerely apologize if the handling of the bedding came across as unprofessional or disrespectful. That is never our intention, and we regret that the situation was not managed in a more helpful and considerate way. While we do not have bell staff on site, we do have luggage carts available for guest use, and ideally, additional assistance should have been offered to ensure your comfort and convenience if other team members were available at that time. Your feedback regarding room readiness and service expectations is important to us and will be shared with our management team so we can address this internally and improve how similar situations are handled in the future. Providing welcoming and thoughtful hospitality is our goal, and we are sorry we fell short during your stay. We appreciate you taking the time to share your experience and hope you’ll allow us the opportunity to provide you with a better stay in the future. Sincerely, Front Office Management
Staff member falsely accused guests and canceled their reservation.
Front desk staff harassed guests and canceled their reservation without cause.
Business reply on Google
Dear Ms. Phillips, Thank you for taking the time to share your feedback. We would like to publicly clarify the situation regarding your visit to our hotel on September 27, 2025. Shortly after check-in, multiple children from your party were observed playing unsupervised in the hallways, which raised safety concerns and disrupted the environment for other guests. In line with hotel policy, a staff member respectfully asked that the children return to the room under adult supervision. Following that interaction, a phone call with you unfortunately escalated due to the use of profanity toward our staff. Our team made the decision to end the reservation based on this conduct and a separate concern regarding room occupancy. Your booking was for 2 adults and 2 children; however, you arrived with 2 adults and 5 children — which exceeds the maximum legal occupancy for the room type due to fire code regulations. As a result, the reservation was canceled, and a full refund was processed immediately through Booking.com. While we understand this outcome was upsetting, our staff followed hotel policy and acted in the interest of safety and compliance. We remain committed to providing a respectf
Front desk staff provided poor service and were unhelpful with requests.
Vehicle parts were stolen from the hotel parking lot.
The hotel incorrectly charged a fee for smoking in the room.
Business reply on Google
Dear Chkn Suiee Thank you for sharing your feedback. We sincerely appreciate your stay with us and are glad to hear that most aspects of your visit were positive. However, I’m truly sorry for the concern regarding the smoking charge. We take these situations seriously and apply charges only when evidence suggests that smoking has occurred in the room, as this helps us maintain a comfortable environment for all guests. That said, I completely understand your frustration if you believe this was a misunderstanding. Front Desk Management
Staff member exhibited hostile and unprofessional behavior toward guest and child.
Business reply on Google
Dear Mari Lu, I apologize for the behavior you encountered from Nadya; it's deeply regrettable that her actions had such a negative impact on you and your child. Rest assured, appropriate measures will be taken to address this issue internally. Our goal is to ensure that all our guests feel welcomed and respected during their stay. Your concerns regarding professionalism and customer service are noted, and we are committed to improving in these areas. We appreciate your candidness and the opportunity to rectify this situation. Please know that your experience does not reflect the standards we strive to uphold, and we sincerely apologize for any inconvenience caused. We hope you reconsider and give us another chance to provide you with the exceptional service and hospitality that Holiday Inn is known for. Thank you for bringing this matter to our attention, and we sincerely apologize once again for the negative impact this experience has had on you and your family.
Hotel room was unsanitary and caused illness during the stay.
Excessive luggage fees and high cancellation costs for a holiday booking.
Housekeeping repeatedly knocked on the door and staff provided poor service.
Business reply on Google
Dear Anthony, Thank you for sharing your feedback. I’m genuinely sorry to hear about the difficulties you experienced during your stay. I want to address your concerns directly and offer some clarification. We strive to provide a respectful and pleasant experience for all our guests, and it’s clear we missed the mark in your case. Regarding the issues you mentioned about the housekeeping staff, I apologize if their attempts to remind you of the checkout time were perceived as excessive or disrespectful. We have policies in place to ensure rooms are prepared for incoming guests, and sometimes this involves reminding guests of their checkout time. However, it is never our intention to be intrusive or disrespectful. I understand how distressing it must have been to feel like your privacy was not respected, and I will review this matter with our team to prevent similar issues in the future. Your feedback about customer service and the food is also valuable, and we will use it to make necessary improvements. Thank you again for bringing this to our attention. Best regards, Front Office
Front desk employee exhibited rude and unfriendly behavior toward the guest.
Low water pressure, noisy neighbors, and unmaintained pool facilities.
Staff were unhelpful and disrespectful regarding access to a guest room.
Personal belongings and medication were stolen from the hotel parking area.
Hotel staff denied service to disabled guests with a service dog.
Business reply on Google
Dear Kayosaurus, We apologize that we do not accept pets at our hotel. Our hotel follows the ADA guidelines and we do not make exceptions if not met under the criteria provided to us by ADA. Once again, we apologize for any inconvenience. Sincerely, Front Office