Super 8 by Wyndham Grapevine/DFW Airport Northwest

The shuttle was frustrating from the start. I was told to wait at Gate C35, then learned it was under construction and had to move to Gate C3. When I called, the staff on the phone rushed me instead of patiently helping. I was traveling from out of state and didn’t know the area, so clearer directions and basic courtesy would have made a stressful situation easier. The building felt badly outdated. Its dim, worn hallways were unsettling, and the room didn’t feel much better. The pillows were so soft and mushy they offered almost no support, making a good night’s sleep difficult. I was also alarmed that the room windows had no locks. I was on the third floor, but guests shouldn’t have to worry about that kind of safety issue. Breakfast was another letdown. The advertised continental breakfast had only waffles, coffee, juice, and a few basic cereals. The staff weren’t outright rude, but they didn’t feel welcoming or accommodating, which made the stay feel impersonal. This hotel needs better maintenance, attention to detail, and customer service. With property updates and better communication and hospitality training, the experience could improve. Until then, I wouldn’t recommend staying here.

My first room reeked of smoke. I asked for another one, and while I was lying in bed there, a bug crawled on me. I asked the front desk to cancel my reservation. They told me to call Expedia. Expedia then called them to confirm, but the person at reception said they couldn’t authorize it. I was still in the lobby, and the manager was nowhere to be found. Expedia tried calling three times. The manager denied the refund, saying my complaint had caused other guests not to stay. That wasn’t my fault; other guests happened to be in the lobby when this took place. This place is disgusting. Don’t stay here!

The corridors smell like cigarettes, the sheets have holes that look like they may have been caused by cigarettes, and the doors are broken and worn. When I asked for a dental kit, they said it wasn’t complimentary and would cost $1.50. Don’t be tempted by the free breakfast, it wasn’t good. This is definitely not a three-star hotel as claimed. It should be one star.

The hotel refused to offer an alternative or compensation, even though we booked because the website said there was a free airport shuttle. It’s not an airport hotel for us if it has no shuttle, and the website is wrong. Edit: The reply below is absurd. We did reach management through the front desk and explained that we had an overnight layover and booked solely for the free shuttle. Instead, we spent over $50 on round-trip Ubers to get to and from the hotel. They didn’t care. We won’t stay here again. The cheap hotel has smoky, smelly rooms and isn’t worth it. Stay somewhere more reliable.