Holiday Inn Express & Suites Dallas NW HWY - Love Field by IHG

We spent two nights here and would stay again if we came back to Dallas. The hotel is about 20 minutes from downtown and other suburbs. The pool was clean and a nice option for the kids, while the lobby was roomy and clean. Breakfast each morning was great, with fresh eggs and omelets, pancakes, sausage and bacon, toast, oatmeal, yogurt, fruit, cereal, milk, juice, and coffee. Our room was very clean, the bedding and pillows were soft, and the shower pressure was perfect. Check-in and checkout were easy, and the front desk was friendly whenever we needed anything.

I was 10 hours from home with two kids when they said none of my cards would be accepted because my Chime and Venmo cards didn’t have my name on them, and my bank card had the same issue. The clerk then said she could charge the cards but would also need cash on top. I didn’t understand how that made sense, especially after being told the cards couldn’t be used. She said it could take several days for the money to go back, so I asked them to cancel the rooms. They approved it without fees, but the next day they repeatedly tried charging my Venmo card. That was strange, and I wouldn’t recommend booking here.

After my update, the manager said our service animal had been left unattended. That’s completely false. Take responsibility for the lack of leadership and the miscommunication among staff. This followed a one-night stay I had booked more than a month ahead for a cross-country trip with my wife. The rate was $123. At check-in, the woman didn’t mention an additional $100 charge for our service animal, which I believe is illegal. When I noticed it and asked, she said it must have been added automatically when she entered the animal in the notes, then assured me it would be refunded at checkout the next morning. I also saw a random $250 charge that nobody could explain. We were exemplary guests, but I have a receipt for $123 and they took $498 total. The manager wouldn’t contact me directly and used staff to communicate about something clearly beyond them. The extra money still hasn’t been returned, and they didn’t comp the room, which I feel they should have under the circumstances. Now I have to get my attorney involved. Stay far away.

I walked out without checking in and wouldn’t recommend this hotel or any branch to veterans or anyone with a service animal. I’m a US veteran with service-connected PTSD and a service-connected service dog. My wife had made the reservation online with her card, and I initially tried to check in using her ID and that card. The clerk first rudely said I couldn’t check in, then said she couldn’t use IDs or cards that weren’t mine and asked for my ID and personal card. My wife was at the college softball fields watching our daughter, and wanted me to check in with the dog to get her out of the heat. After I gave the clerk my ID and card, she checked me in and told me about breakfast and checkout, then said no animals were allowed. I explained the dog was a service animal for my PTSD. She asked what service the animal provided, but then said it was an emotional support animal and not allowed. The manager came over and said the same thing, that they allowed no animals, including service animals. So I left. Read the other reviews for accounts of how the clerk and staff treat guests and their kids. Any profanity I used came only after I was denied service.