Holiday Inn Express & Suites Burleson/Ft. Worth by IHG

I stayed at the Holiday Inn Express in Burleson/Ft. Worth this weekend for a very unfortunate event. During my stay, I discovered two large cockroaches—one in the bathroom lying on its back and another under the tabletop. I called the front desk to report the situation so they could remove the bugs from the room. The front desk clerk informed me that we, the guests, would need to remove the bugs ourselves. We requested to speak to a supervisor.

Shirley, the supervisor, came to our room with a can of roach spray, a paper towel, and gloves. She asked where the bugs were located and what she should do. We informed her that as the supervisor, it was her responsibility to resolve the issue. Instead of offering us another room, she mentioned that she would need to reassess the situation and instead offered us reward points. We expressed our frustration and made it clear that we would never stay at another Holiday Inn due to her unprofessionalism. She was rude, talked over us, and raised her voice.

On the day of checkout, she charged the wrong credit card and processed my credit card twice. I had already experienced issues with Shirley regarding my reservation before even arriving in Dallas. This situation was not handled appropriately. I also called customer service, but Veil handled the situation poorly as well. As a result of this experience, I will no longer be a member of this app.

Do not talk to them like they talk to you,they will catch a worse attitude,acting like a few clicks or opening a door will interrupt them from their phone.

Would NEVER recommend this hotel or any Holiday Inn to anyone ever. My family and I drove in after being on the road for 5 hours and when we checked in- our room smelt like an ashtray!!! I went down to see if we could be moved; no other rooms available to move us too, and at that, the guy at the front didn’t want to help us, he just moved on to helping other people before resolving our issue. Holiday inn won’t refund us our money because “the room didn’t smell like smoke” well yeah by the time Shirley got up there Juan had went to the room and sprayed it. We have 3 small children I’m not letting them sleep in a hotel room that reeks of cigarettes, whether you spray it down or not. So at the end of the day on top of the terrible customer service, they called me and my family liars saying the room didn’t smell of smoke. They least they could have done would be refund us our money for not staying there and move on, but they couldn’t even do that.

Overall a very good stay. The room was very nice and clean. But the tub was very worn out. Looked like something they bought at a salvage store
The night check in clerk was not friendly or pleasant to interact with.

The rooms were clean but the staff was very rude and unhelpful switch are room from a king that I originally booked to a double but other than that it was good enough for a nights stay

Very friendly and fast check inn. Rooms have been clean and very nice

Stayed over night for a girls weekend with my sister in law and our granddaughters. Room was clean and spacious. Everything just like the photos. AC worked great and the room was cool when we arrived. Front desk clerk was friendly and professional. Breakfast was really good with lots of choices. Attendant was friendly and working hard to keep the area clean and food replenished. The bed and bedding was super comfortable. Would recommend staying at this hotel.

Ac wasn’t on very hot in the lobby

Loved our stay here! Hotel was clean, greatly warmly and with a smile, staff was all very friendly. Breakfast was kept up very beautifully, and the coffee bar was stocked full at almost every point of the morning. The little details like the creamers is all facing the same direction and the same with the sugars shows the level of care that the attendant had. I always enjoy my stay at IHG hotels and this one was a great addition to the brand! Will certainly be back when we come to Texas.

Very disappointed, Had one of the most horrible experiences with the night staff lady, she was rude and condescending towards me, she rudely open the door for me, started talking to me in Spanish never EVER coming here again if you don’t like people don’t work in customer service

I visited a friend that was staying there for 1 hour with my service dog and they charged his room a $70 pet fee.

Best hotel manager ever! Super follow-up on everything.

Nice place. Nice people. 😂

Wonderful hotel, highly recommend, nice clean rooms, convenient location - Will definitely stay here again

I highly recommend this HI Express. Although the location is somewhat isolated, it was easy to get to, very quiet, and extremely well kept. A much nicer room than you'd expect from an economy stay. Nice room, tall ceilings, luxurious bed and bedding.
Great people work there and they dish up a great filling breakfast. Coffee is available 24x7!
I would definitely stay there again.