Holiday Inn Express Hotel & Suites Dallas Lewisville by IHG

Maria made breakfast a highlight. She was kind, attentive to my family, talked with all of us, and made sure the food was replenished. Ms. Barbara greeted us pleasantly, gave us complimentary water, and allowed a late checkout, which helped since we were here for a tournament. Brandon also listened when I shared my concern and gave me a card and email address. The room looked nice at first and had a refrigerator, microwave, and two queen beds, but there were problems. The remote only went down, not up. The alarm kept beeping; Ms. Barbara removed the battery, but it wasn't replaced. The air conditioning made loud noise for about four minutes, went quiet briefly, then repeated the cycle. I'd have come back if the room had been better. Maybe it was just that particular room.

I kept returning to the desk over key cards that wouldn't work. On one visit, an older staff member, who I believe was the manager, rescanned them like the previous employee had, then went to my room and said, "these cards worked," as if I were making the problem up. My food was getting cold while I dealt with the repeated failures, and I felt dismissed. The next day none of the cards worked, so she gave me six new ones, which was ridiculous. I started recording the cards failing so I wouldn't be treated that way again. When I asked for replacements, I told her I had video proof because she had been rude about their own cards not working. That night I got locked out of the hotel when the cards wouldn't open the door. Thankfully, a kind woman with pink hair helped me and made me feel accommodated, instead of like I couldn't ask for help in a place I'd paid to stay. The older staff member said hello and welcome to everyone coming in each day except me, without fail. It felt intentional and directed at me. I've stayed at plenty of Holiday Inn hotels, and this was the worst and least accommodating. I understand people can have off weeks, but this wasn't how she treated everyone else.

The place was clean and the staff were really friendly. We arrived a little early, and they had a room ready, so we could check in ahead of time. Cindy was especially kind and helpful during our stay. I'd visit again.

The whole place felt tidy and well kept, and my room was spotless and comfortable. Breakfast had a nice range of tasty options. The staff were friendly and helpful the entire time. I had a great stay and would come back.