Holiday Inn Irving Las Colinas by IHG

The rooms were spacious and comfortable, and I had everything I needed. The staff were friendly and ready to help, which made the stay pleasant. I especially appreciated the gym being open 24 hours, a handy way to manage jet lag. A solid four-star stay, with just a little room to improve.

At 3:27 a.m. on Jan. 5th, I arrived at the Holiday Inn at 110 W John Carpenter Fwy, Irving, TX 75039, sent there by American Airlines after my flight was delayed. Austin, the Front Desk Associate, checked me into room 129, but people in the adjoining room 128 were talking loudly. I needed somewhere quiet to rest, so I asked Austin to move me. He gave me keys to room 153 on the far side of the building. It was freezing, and turning up the thermostat didn't get warm air from the central unit. I returned to ask for another room and requested that Austin check it before assigning it. He said he couldn't leave the desk. He then gave me keys to room 106. It was filthy, the bathroom was dirty, and the bed hadn't been made. This was the worst hotel experience I've had. I told Austin I wasn't going to sleep there, but the hotel still charged American Airlines for the room. He processed a checkout instead of canceling the reservation, then charged me $10 for breakfast. He gave excuses for not refunding it to my card, even though I neither stayed overnight nor ate breakfast. I emailed General Manager Robin Berkner and Director of Sales Anita Bhamra on Jan. 5th and got no reply. I lost an hour of my morning at a filthy, neglected hotel. I won't recommend it and will file an official complaint with American Airlines. Holiday Inn, while you're reviewing this, please refund the $10 for a breakfast I didn't have. I want my money back as soon as possible. Attached were photos of room 106 and the lounger across from the front desk.

The front desk woman was so nice. My wife called down for two pillows, and though they told her there wasn't room service and she'd have to come downstairs, she was already turning in for the night. The woman brought them up to us on the third floor herself. The location was clean, quiet, and welcoming. No complaints about this HIE stay.

I enjoyed my trip, but the stay at Holiday Inn Irving - Las Colinas had some real issues. The room was comfortable and had great AC, breakfast was excellent, and the bartender was a sweetheart. Still, I wouldn't stay here again. My room wasn't ready at check-in, and I waited over 30 minutes. The front desk often wasn't helpful, and staff checked in other guests before me. There was usually a wait for assistance, even with at least one employee sitting behind the desk without helping guests. During the day I couldn't get into the gym, even when housekeeping tried to help. The front desk was too busy to come and see what was wrong. If you can get past a mostly rocky experience with the front desk, it's a pretty decent hotel.