Holiday Inn Express & Suites Irving Dfw Airport North

4550 W John Carpenter Fwy | Irving, TX 75063-2301  [SEE MAP]Irving, TX  [SEE ADDRESS]

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Guest Reviews

TripAdvisor Traveler Rating 1

Terrible Customer Service

Jul 1st, 2019

I checked into the Holiday Inn Express, DFW North Friday about 9 PM. The person that checked me in, Alex, was very rude. I noticed the letter sitting on the desk about the renovations going on at the hotel. I asked about breakfast being on the 2nd floor. He responded that “Reading is fundamental.” Oh. So, I reread the letter, and asked specifically about the noted ‘Express Breakfast’. Specifically, I was interested in confirming if the breakfast items were limited as compared to my previous stays before the breakfast area renovations. He responded that “This is a Holiday Inn Express. Express was a word that was used often. It didn’t mean anything specific.” I took the 1 key I was given and went to our room. I thought he was incredibly rude, but I was checked in. I was not greeted as a rewards member. There was no explanation of WIFI and I had a teenager standing at the desk with me. There were only the breakfast comments after I asked. Unfortunately, the room was not what I booked. It was a king room and I needed 2 beds. I went back to the desk and the interaction was worse. I said that the room was incorrect. He looked into the computer and said it was correct. I said no, the room is a king and 1 booked 2 beds. He looked straight at me and asked if I had even looked at the room. Yes, I looked at the room and it only had one bed. I needed 2. He started punching keys and working on the computer and said that someone needed to fix this. Absolutely no apology. I asked if there was a roll away available. He responded no. Then he said that “he was getting me the worst room in the hotel”. It was the only one that was available. He went on to add that “he wouldn’t stay at this hotel if they paid him”. Great. He changed our room number to 311 and redid the card key. I asked for 2 keys. He responded that he was not allowed to give more than one key. I said that I had never heard of such a policy. He made another one and said again he wasn’t supposed to. I took my keys, went and got my family and went to the allegedly awful room 311. The room was clean. The beds were comfortable. I was so angry that I had been treated that way at the front desk twice. I called IHG to report my experience and spent 20 minutes on the phone with them. My experience with the IHG representative was great. She was friendly and kind. She assured me that Alex’s attitude was not what they wanted represented to guests. She apologized for him. She took quite a bit of time listening to me and read back my account of my experiences at the front desk. She put me on hold and when she came back on the line said that she had contacted the manager on duty. As we were finishing our call, the room phone rang. I did not answer, because she was still giving me information including the case number she created. She said that a manager would be contacting me on Saturday and again apologized for my inconvenience. We went to bed. No one called. We did try the breakfast. It was fine, but not the breakfast spread previously experienced on past visits. The breakfast was in a small room with not enough chairs to seat all of the guests. My son took his breakfast back to the room and I stood for breakfast. There was lots of noise in our room that prohibited restful sleep. I think Alex’s comment on the room may have made me more aware of every plane passing over and repetitive beep that we experienced that night. The second night was not much better. We left about 6:45 on Sunday morning. When I went to check out, no one was at the desk. Alex was at the coffee station close to the desk. I placed me keys on the desk and left. No thank you for staying with us. No have a nice day. Nothing. Update: It is now over a week after my terrible experience. I received a follow up email that someone would contact me regarding my stay. No one has contacted me. I feel like 1 call to customer service and 1 email is enough on my part. Someone should have contacted me by phone or email. Ridiculous. Needless to say, I do not recommend this hotel or chain. Empty promises. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 3

Good Value

Jun 25th, 2019

The front desk check in was friendly. My room was newly renovated but many other places in the hotel were under renovation. I realize you have to upgrade periodically and it was not much of an inconvenience. Breakfast was complimentary and very adequate with all of the basics both hot and cold. I had the 1 bedroom king suite which was roomy. The bathroom was oddly small. Sort of like it was retro fitted in a former little hallway. Water pressure was not good in the shower and the new fixtures seemed very cheap. My room was at the end of the hallway next to the exit and the door slammed with a vengeance whenever someone used it. The bed was very comfortable with lots of pillows. Also nice grade bath towels. All in all I would say it was a good value. For the price I would do it again (but request a room away from the stairway exit :-) ) TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 2

Good thing they are renovating

Jun 24th, 2019

Had to stay there because of cancelled flight and didn't take enough time to review other options or would not have stayed there. The desk staff was friendly enough but overworked. The room itself was terrible. First floor and was not yet renovated. Shower was a trickle, obvious mildew, bathroom light would not turn off, hair dryer died, bed was obviously worn out. Breakfast staff was rude, there were three empty coffee carafes, trash cans were overflowing. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 1

Save yourself the frustration and stay somewhere else

Jun 22nd, 2019

If I was rating this hotel on just the room alone, it would probably be four stars, but the service is so bad here that I can’t give it more than one star. I’ll keep it short, but the two things that led to this rating are: 1. We called for the shuttle when we landed and they said it would arrive in 15 minutes. After 20 minutes, we called again and they said he should be here any minute. When I called back again, nobody answered after trying four times. We waited for an hour and the shuttle never showed. If you stay here, save yourself the hassle and just uber it. It cost us $6. 2. The staff was extremely rude and unhelpful. I’ll leave it at that, but if you decide to stay here, you will see what I mean. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 4

Overall ok

Jun 18th, 2019

Stayed for a soccer tournament for 4 nights. Hotel staff was superb, very nice, friendly. Facilities are still being remodeled, 3rf floor rooms are huge and nicely finished - however...there is dust everywhere. The workout rooms could use some major cleaning and pool needs to be fixed as well. Overall , great breakfast and good location. TRIPADVISOR.COM USER 

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