Holiday Inn Express & Suites Fort Worth - Fossil Creek by IHG

I booked two rooms at the same time, then found a better rate while shopping in the area and called to cancel them. They told me I’d canceled just one room, not both, and charged my card for the other. The hotel staff were very rude when I disputed the charge. General manager Trey seems to go through and like the 5 star ratings, but doesn’t try to defend the bad customer service. He’s the main part of the problem.

The front desk staff were very nice and professional, but the room had no wall outlets. There were only old USB ports or plugs attached to lamps that didn’t work or wouldn’t hold a plug in place. The bed was uncomfortable too, and the cleaners were loud from 8am until we checked out at 11.

Breakfast was good, but we barely slept because the room was so noisy. We were across the hall from the laundry room and close to the back entrance. Being a club member didn’t get us a better room, even though the hotel didn’t seem full. The carpet was dirty, and the flimsy shower curtain let water get onto the floor.

The room was clean and inviting, and the staff were a big help in making my stay as relaxing and stress free as possible. No complaints.