Holiday Inn Express & Suites Dfw-Grapevine

Worst customer no service experience ever. Last time I EVER book any holiday Inn /​ihg property!

When I first walked into my room, it smelled like cigarettes and I chose a non-​smoking room. The size of the room and amenities were average. The use of the gym was great. The air conditioning unit was very helpful for the humid weather. Breakfast was basic. Cinnamon rolls were mediocre. Wifi in the room was exceptional. I would come back in the future.

Upon finding out I was once again making a trip to the DFW area, I was certainly looking forward to staying at one of my favorite hotels, the Hilton Garden Inn. I was surprised to find out we were actually staying at the Holiday Inn Express. If you’ve read any of my past hotel reviews, I can judge a hotels character and quality on the shower water pressure. Boy did the water pressure at HIE Grapevine ease my apprehension about staying there. The shower head was large and facing down, which obviously is the natural flow of water due to gravity. With that in mind, it felt like a warm massage! I took such long showers, that not only did the mirror in the bathroom fog up, but the full length mirror outside the bathroom fogged up!!! Service was great throughout my stay and the shuttle service was quick and easy. Free breakfast in the lobby every morning, but it ranked amongst the lowest I’ve ever had, just ahead of Hampton Inn and Suites… BUT it’s free so I can’t really complain. Only negative was the blackout curtains didn’t close all the way, so the flood light from the parking lot was beaming inside my room which caused me to sleep on my left side and the right side is much more comfortable for me. Overall, great stay and kudos to that water pressure!

Rooms are clean, hotel staff is friendly and accommodating. Felt very comfortable at the Holiday Inn. They have two shuttles but only one driver, so getting a shuttle somewhere may be a challenge sometimes.

Horrible, rude black front office lady. I was at this hotel on Friday August 28^th at around ⁹⁄₁₀ pm. My co worker had gotten a room and said it was open to anyone from work if they needed a place to stay. Well after the work event I had too many drinks, I decided to go to the hotel so I wouldn’t have to drive all the way home. Well My friend wasn’t answering her phone so I asked the front desk and they wouldn’t help me, she said she can’t give out that information. Which I understand, so I waited in the hall way calling my friend, then the lady came back again and said I can’t stay there and i need to leave or she was going to call the police to escort me out! She escorted me out, grabbed my arm and actually left a bruise! She was very rude and unprofessional, and I will never stay at this establishment again!
There’s actually a Hilton right next door and I recommend for everyone to stay there instead!

The hotel itself was clean and comfortable and the evening front desk folks were incredibly nice.
The shuttle service to the airport was a different story as the driver left without me. I was downstairs at the time I had reserved — there’s an electronic clock in their lobby that confirmed this — yet it left without me. When the morning front desk person finally arrived back at the desk she called the driver who returned for me. The driver literally got out of the van scolding me for not being down there. When I let her know that I was down there, she argued with me and basically blamed me for her leaving without me. Not exactly the gold customer service standard to argue with me. I can handle the arguing except I was heading to the airport to go see my dying mother.
My suggestion to the driver is — not everyone is flying on business or pleasure. Understand that you may not realize what kind of burden the person you’re picking up may carry. Also, before you leave, make sure you’re taking the person who scheduled a shuttle ride.

I’ll admit I’m biased in this review because my flight got cancelled at 9pm and I was able to get a room here after calling 5 other hotels, so I was just happy to have a bed to sleep in. Also, my company payed for the room so I wasn’t really judging this place on dollar value:
The good:
Very friendly staff and a free shuttle to and from the airport. Very nice bathrooms and showers. Comfortable bed. Microwave and refrigerator in the rooms. HD TV with lots of channels, including lots of Spanish channels. The thermostat in the room is easy to adjust. Pretty good continental breakfast from 6am-​10am which includes sausage, eggs, bagels, yogurt, etc. Also, lots of chain restaurants within walking distance.
The bad:
Only a few complaints. The curtains on my window didn’t close so I had to deal with a streetlight shining into my window all night and the sun in the morning woke me up. Honestly, this alone prevented me from giving the place 4 stars. Also, my smoke-​detector chirped the first night indicating a low battery and I had to take it down to make it stop.
Overall, I was very satisfied with my stay here. I’m not sure if all the rooms are missing curtains on the windows or my room was a fluke. Regardless, the hotel should put thick, light blocking curtains on all the windows.

Standard rooms, nothing special.
Right next door to hilton garden inn which is a way better place!
I spend 153 nights a year in hotels. I have filled out over 300 comment cards across the country at various holiday inns in the last 12 years with the exact same complaint.
The pillows here are terrible.
Please stop providing garbage pillows.
Please get a down pillow in the mix!
Such an easy fix.

DO NOT PARK HERE. I choose to park my car at this hotel because it was cheaper than airport parking. What a huge mistake, After waiting over an hour and 15 minutes for a shuttle to take me to my car, I finally ended up taking a cab. Prior to taking a cab I called the office 3 times and Maria kept telling me that a shuttle in on the way, that the driver is coming from the Gaylord hotel. When I called again I was then told that some guy named Larry would be coming in 15 minutes. After waiting 22 minutes I said forget it paid the 24 for a cab. I called the holiday inn a 3^rd time and Maria said that she tried to call me, that’s a lie or she had the wrong number because my phone did not ring once. I asked her for the name of the ownership group so I could file a complaint and she claimed to not know, so I hung up on her. I don’t know much about the hotel all I know is that its horrible for airport parking, you get what you pay for, low price low service.

So far a very poor shuttle service from the airport. We had to wait over an hour for a shuttle to show up. Apparently if you call ahead of time the shuttle can fill up with people who didn’t call ahead before you. Then you have to wait until they drop everyone and return again. This can be over an hour in wait time.
Good luck.

Nice Clean hotel. Nice staff. Treated Platinum members well. Great Central location to airport, Mall, restaurant all around, Movie theater, Main Event. City shuttle down the street take you where you need to go around Grapevine. Everything else is walk distance.

Never been treated like dirt like this in my whole life. Receptionist was rude after confusion on the reservation. Needless to say we cancelled and went next door to the Hilton Garden Suites where we was treated with respect. Better rooms and value anyways.

Stayed at this hotel while I was in training at CAE simuflight. I gave it one star because the cleaning staff all ways did a great job cleaning my room. Other than thay this place is bad. Internet is super slow, slower than your average hotel. They say they have a shuttle but don’t rely on it at anytime. They are all ways going to make you late. This hotel is under staffed so everytime you call the front desk you will get a answer machine. Also I notice a strange smell and teast in the shower and sinck water. You will also be kept up at night due to all th airplanes landing at DFW I thought it was thunder one night it woke me up. For the amount it cost per night you are better off staying at a different hotel that is close by. I will not be staying here again.

HIX hotels made a simple change that makes life better… they got rid of that nasty cinnamon smelling soap!
This location has some shabby construction elements. It was built fast by cheap labor and the finishing details show if you look at the wallpaper transitions and the tiling job here and there. They did get the doors down right… they actually have stripping to keep the noise and light down a little.
Otherwise, this location has everything you’d expect. Comfy beds, easy WiFi, friendly staff, and okay showers.
At this writing the highway in front of the hotel was a hot mess of construction. There are alternate routes to get here… you may want to call ahead to get the inside scoop for the duration of 2013.

Nice hotel, but DON’T depend on shuttle. Overall the hotel was nice and clean for a budget hotel and staff was friendly. It is nice that they have a shuttle to pick you up and drop you off from the airport that is about 10 min away. They also claim that they will drive you or pick you up to/​from within 5 miles of the hotel, but be very careful of this. I had them drive me to a meeting that was about 1.5 mi from the hotel and everything went smoothly with that, but I told the driver I was having a 1 – 1.5 hr meeting and that I had a plane flight in 2.5 hours and I would need him to pick me up from where I had the meeting and drive me to the airport. He said, «OK, call the hotel when you are ready and I will come». I called the hotel at 11:15AM and they said he should be there within 10 – 15 minutes and if not to call them in 15 min. He was not there at 11:30AM, so I called. They once again said that he would be there in a couple minutes and that they just talked to the driver. So, I waited further. At 11:45AM I called again and they said that he was still on his way. My flight being at 12:30PM, I started looking at other options, so I called a cab. They said they would be there in 10−15min. The cab showed up at 12:05PM and the shuttle still did not arrive and no call from them. I fortunately made it to the airport 13 min before my flight and somehow got thru security and still made it on my flight. But, this shuttle was a definite stress. Next time, I’ll just use a cab which was about $ 30 each way.