Avaliou em 28 de Agosto de 2016
Hotel absolutamente incrível, funcionários responsáveis e competentes, quartos confortáveis, impecavelmente limpos e organizados, além de enormes.Oferece estacionamento gratuito o que é ótimo em Dallas pois é praticamente impossível se locomover com transporte público.
IHG SHOULD BE EMBARRASSED AND ASHAMED
Avaliou em 26 de Agosto de 2021
Please note: I tried to contact the manager and CEO of this particular franchisee, but the USPS managed to lose both certified letters that I sent out a month ago. As I live out-of-country, I use a mail forwarding service.
I booked a room at this particular franchise as it provided the services we required near a location where we had appointments. Most importantly, we required a handicap-friendly (i.e., roll-in shower accessible) room as my seventy-five year husband, is a below-the-knee amputee with heart issues. Had I been advised of the conditions of the room that we were given, the booking would never have been made.
To be frank, the room was a horror and whoever is responsible for its upkeep should be deeply ashamed. I do not refer to the hotel staff, but to those who control the purse strings when repairs are needed. As you will see below, this room should never have been rented, much less considered an accessible room.
1) Upon opening the door following check-in, a thick smell permeated everywhere. It is difficult to describe, but it was very similar to concrete dust and smoke.
2) There were two electrical switches to the left of the door upon entry. Only one worked.
3) The air conditioning panel didn’t work properly. It was either full out freezing or nothing. There was no fan control, nor temperature control. We were told that the system “could” be under the control of a central computer or the hotel guest, but we obviously had zero control other than “off” and “on.”
4) The strip light above the sink in the bathroom didn’t work. This was reported and maintenance replaced the bulb.
5) There was no working extractor fan in the ceiling of the bathroom. Condensation was rife.
6) Tiles in the shower were slippery when wet. The bench seat tilted at a downward angle when sat upon, giving poor support when water and soap made it slick. Again, this was supposed to be for someone who has difficulty standing in the shower.
7) The shower curtain did not stop water from escaping the shower area. The floor of the entire bathroom flooded, with water seeping out into the entryway. We had to take four towels and make a barrier to prevent this from happening. There was a small plastic “liner” that was supposed to contain the water, but it made no difference. When it was mentioned to maintenance, we were told that the hotel was about to undergo renovations. Evidently, whoever controlled the finances believed it was better to risk a handicapped client slipping and falling on a flooded floor than to spring for a new liner. Please see pictures.
8) The cistern/tank of the toilet would not fill and water continued to flow. The white tube that carried water into the tank was trapped and we had to physically move the tube in order for water to fill the tank.
9) Sheets and the duvet cover appeared to be in great demand. Our bed was made in the following manner: a fitted sheet, a duvet without any cover and then a sheet on top of the duvet.
10) The safe was inoperable at check-in. Only after I went to complain was I told that all of the hotel safes had been deactivated for the pending renovation. Due to the items we were carrying, we required a safe. It was one of the reasons why we had chosen this particular hotel—the safe. It took the General Manager’s intervention to get it reset so that we could use it.
11) The same dresser that held the safe had drawers that would not close. If shut, they would slowly roll back open several centimeters. Please see pictures.
12) The work/computer desk was falling apart. Of the two decorative tiles that should have been in the front, one was hanging by a nail (or however it was actually attached) and one was missing. The in-built power strip did not work for the USB charging point. Please see pictures.
13) There was no microwave, although that was one of the features promised. The General Manager, Jerrod, managed to find one for us. Jerrod was one of the few bright spots in this stay.
14) The television control did not work. Eventually, one was found and brought to us.
15) There were only 10 channels available and none matched the guide. Television service, along with everything else, was downgraded until the upcoming renovation. (More on this later)
16) The coffee maker leaked when used. Please see picture.
17) The clock alarm could not be reset.
18) There was an iron, but no ironing board.
19) Our room, #109, was on the ground floor. Curtains were important—especially as there were several “visitors” outside of the window at night to sit and smoke. Unfortunately, the right side of the runner was broken and hung down at a steep angle, thus leaving the curtains approximately one-quarter open. We had to take the heavy curtains and place them on the window sill, using their balled-up weight to keep them closed. Please see pictures.
20) The room was right next to a meeting room, the Galleria. Special events were held here—and music was playing full blast on several occasions. We had to call twice on one particular night as we couldn’t hear with the noise. The bed was placed up against the wall adjoining this events room. Again, this was a handicapped room.
21) Despite the numerous complaints that we were forced to make, we were never offered an alternative room. Instead, it was initially suggested that we might want to find another hotel—an impossibility for the reasons listed below.
22) The washing machine in the laundry room was out-of-order the entire time we stayed.
23) The pool and fitness rooms were closed for a day and a half with no reason given, just a sign hanging up.
24) There was no notification about the scarcity of room service. I had to enquire at Reception as to why no one collected our garbage, etc. I was informed that housekeeping only came if your stay is over 5 days due to the current health crisis. This would not have been an issue with us as we prefer not to have service other than trash and towels, but we should have been made aware of this policy. At the very least, a little notice and/or advisement at check-in would have been helpful.
So why did we chose to stay? We live out-of-country and had flown in on personal business. Whenever we’re in the States, we take advantage of obtaining items we cannot get where we live. For this visit, we had placed numerous orders with the hotel as our address. There was no way for us to change or cancel these orders. Secondly, CPAC was being held in Dallas and the chances of finding another handicap-accessible room at the last minute were miniscule. We felt our hands were tied.
During our stay, we heard from several sources that the upcoming (approximately in 9 days, or around the 17th of July) renovation was why things were in the condition that they were in. There is absolutely no excuse why this hotel continues to operate with such abysmal standards, charges for services not provided or in a borderline-dangerous condition. Room 109 should never have been rented out.
There was one bright spot in this mess: the staff. General Manager Jerrod did his best to provide the missing items while maintaining a friendly and professional demeanor. He apologized for the conditions pending renovation and promised that he would do his best to make things right for us and we believe that he did absolutely everything he could with what was available to him. He was a star. Additionally, the receptionists were great and one in particular, Vanessa, should also be commended for how well she handled things when I began reporting the problems we encountered. On the first day alone, I had to go down to Reception at least a half of dozen times, if not more. Each time, Vanessa was friendly and professional, despite my clearly being upset.
Very Little Bang for the Buck
Avaliou em 9 de Julho de 2021
While this is a relatively convenient location, the hotel is poorly maintained. They do have signage up regarding upcoming renovations--so here's hoping that they manage to improve and upgrade. We're platinum level members and every Holiday Inn we've stayed at for 20+ years has greeted us accordingly (perks or at the bare minimum a thanks for our loyalty to the brand). Not so here. The "suite" we stayed in was not-so-sweet. The couch was stained and sagging. The curtains had tears in them. The room safe didn't work. Also--NO amenities. The kitchenette had zero utensils, no coffee or tea for the barely functioning keurig. The ice caddy lid didn't fit the container--if you tried to put it on properly the lid just plummeted into the bucket! The bathroom? UGH! Only half a roll of toilet paper, an empty plastic kleenex box, and ONE BATH TOWEL--for a suite?! Two days into my stay I stopped at the desk to inquire as to why trash had not been removed, or towels replaced. As other reviewers have noted, the management is still using the pandemic as an excuse. Oddly, at check in you are not informed about this "policy" (you're supposed to read the little printed thing at the desk. Oh.) I found this all to be quite contradictory logic--given the signs posted everywhere about "cleanliness" and "high standards." Every single hand sanitizing dispenser --lobby, elevator, etc. remained empty for the 4 days I was here. There's signage regarding masks in public areas--a few guests abided by this--but the hotel staff? Nope! No sanitzer by the ice machines or in the breakfast area (although at 7:30 this morning there was a box of plastic gloves next to the already completely empty hot food trays. Never mind the paltry breakfast offering. If you're not downstairs brights and early there is nothing left but a few brown and bruised bananas and possibly a few overheated cinnamon buns). Talk about a disconnect between stated policy and actual practice! Shockingly, I was told I had to stay for 7 days to get the room cleaned or beds made. How does this "policy" contribute to health or safety for guests or the workers? Preposterous!!! I endured the stay because of its proximity to the conference I was attending (and I had foolishly pre-paid). If this were an Airbnb one could file a complaint that what is shown in the photos doesn't match the actual place. Not sure what recourse one has for being charged for such poor service, lack of amenities, and basic hygiene needs. All-in-all, very disappointing!