SureStay by Best Western Irving Grapevine DFW North

Just a poor experience all around. There was suspicious black material in the mattress seams, a nearly finished toilet paper roll, and a coffee machine with no cups. A huge cockroach was walking through the lobby, and the vending machines didn’t show prices. The paper in the room said breakfast started at 6 a.m., but when we went downstairs the front desk said it didn’t start until 6 a.m., so we left without breakfast. The closest gas station only had junk food.

For a short stay near the airport, this worked well for us. We spent our last day in Dallas here, and I don’t agree with all the negative reviews. The free shuttle in both directions and breakfast were real bonuses. Breakfast was simple but had plenty for us: yogurt, cereal, coffee, orange juice, and toast. It was too cold to try the pool. Our room was clean, with an average but comfortable bed, a bathtub, clean towels, shampoo, conditioner, and soap. There was a hairdryer, fridge, microwave, and lots of TV channels, though no toothpaste. The highway and airport do make it a bit noisy, but that’s part of the convenience.

The airport location was convenient, but beyond that I’d have been better off somewhere else. The room phone didn’t work, the heating unit was janky, the mattresses were stained, and there was no directory for local food. Instructions were extremely vague, apparently because of language barriers. I’ve stayed at plenty of hotels, even micro-motels, and this was the worst by far. The only saving grace was that my delayed flight meant I didn’t have to pay.

The return pickup was just as bad the second time. We had to get a family member with a different area code to call for us, which made me think they were screening numbers. When the hotel answered, they challenged whether we were in the right place. After about 45 minutes, the shuttle came. The trip to the airport had been fine, but getting picked up to return to our car was another ordeal. The first time, I called three and a half hours before our flight landed, and they told me to call again once we arrived at DFW. I did, and was told to go to D1 or D40, then call back for more instructions. It seemed like they could have given me everything at once. At 9:30 p.m., with my kids along and another three-hour drive home ahead, I called back and let it ring until it stopped. The next calls got no answer, or they hung up after a couple of rings. Calls from my kids’ phones got the same treatment. I was panicking and trying to arrange a taxi for the 1.5 miles to the hotel, while my daughter found Ubers that would cost $50 for that short trip. We were told to go back to the shuttle area. The kids were tired and dozing near the pickup spot, and I was upset and just wanted to get home. Eventually someone answered a call from one of their phones as if nothing had happened. I kept calm and waited, and we were picked up 20 minutes later. I was disgusted by how little they seemed to care, but got into our car and drove home safely. I thought the first time might have been a mix-up, but we tried them again because few hotels offer 24/7 shuttles and our flight left at 6 a.m., meaning we needed to be there around 3:30 a.m. This happened twice while we used them to park our car for a few days, since we live far from DFW. I hope staff and owners read this, though I doubt they’ll do anything. I gave them the benefit of the doubt once. Never again. I can’t imagine this is a one-off.