Holiday Inn Express Hotel & Suites DALLAS WEST by IHG

There were plenty of restaurants within a short walk, which made it easy to try different food without driving. After a long day of travel, the quiet room and very comfortable bed made for great sleep, and I almost didn’t want to get up in the morning. The room also looked stylish and felt comfortable. From arrival, the staff were warm, friendly, and accommodating, and they went out of their way to make the stay enjoyable. So far, this is my favorite Holiday Inn Express experience, and I’m looking forward to coming back.

Angela made our stay memorable, patiently answering all my questions about room options when I called before our Thursday night check-in. She greeted us warmly when we arrived, too. The room was clean, comfortable, and well equipped. The location worked out great, with downtown Dallas just five minutes away and restaurants and shopping a two-minute walk from the hotel. Breakfast was fresh and plentiful, and having coffee available 24 hours was a nice bonus.

I won’t be staying here again. Two days after checking out, I returned to ask about the $160 I’d left in the coffee pot. Gene Trevino, the manager, took me to the room, but someone else was staying there, so we had to wait until 11 a.m. for their checkout. He said his cleaning staff were very thorough and would surely have found the money. He also made several unprofessional remarks, calling me “irresponsible” for leaving it behind and saying “$160 isn’t a lot of money” to him. Every dollar is hard-earned where I come from, and I found that extremely disrespectful. When we finally went back into the room, I opened the coffee pot and there was my money, exactly where I’d left it. That showed the room hadn’t been cleaned as thoroughly as he claimed. The manager’s attitude and the housekeeping standards both need serious improvement.

The room was PERFECT, the softest bed and the A/C ran smoothly all night. It was quiet enough that after I fell asleep, I didn’t wake until after midnight. There was coffee all night, my welcome snack and water were there for once, and breakfast was excellent. I’m a Diamond Elite member, and they usually forget that amenity. I’d come in around 1 p.m. on my way home to Abilene from Dallas after a medical procedure that had made me sick. They gave me an early check-in right away, which I’m grateful for. I forgot to ask for a room with a tub, and their hot tub/spa was out of order, which was the soak I’d wanted most after the procedure. What made the good stay disappointing was leaving my MacBook Air, charger, and cord behind. I didn’t notice until I was in Abilene. I called, and they asked me to print a FedEX label there and email it to them so they could hand it to FedEx. I reminded them to include the charger and cord, which cost around $30 and $8. When the laptop came back, neither was included, and the end of the cord was broken off in the port. They didn’t send the charger, and that port no longer works for charging. I’m grateful I got the laptop back, but disappointed they didn’t tell me the charger would be left out. I can understand them not seeing the cord under the covers, as I hadn’t seen it either, and perhaps it broke when the covers were thrown off. Still, they could have sent the charger, and then I’d only be out the $8 for the cord.