Holiday Inn Express & Suites Carrollton by IHG

We checked in around 3:45 PM on July 4th after being outside all day in the heat for the regatta. My daughters desperately needed to cool down and rest before the evening activities. Upon approaching the counter, front desk associate Victoria made it entirely clear that she was miserable to be working and put off by having to check us in. When my excited seven-year-old asked if they had a pancake machine and bacon, Victoria flat-out ignored her. When I pressed for an answer, Victoria snapped back with a nasty, "Yes, we serve breakfast." I escorted my kids to our room. It was immediately warm, and stuffy. I scanned the room for a thermostat, only to find it completely missing from the wall, and the window unit itself could not be adjusted. I returned to the desk to report the issue. Victoria rummaged through a drawer, threw a sign on the desk, and followed me back. She claimed it wasn't working because the fan wasn't set to "auto." The unit then kicked on for a few minutes—blowing only warm air—before shutting off. This happened repeatedly. When I went back to the desk, Victoria dismissed me, saying "that's how it works." I asked for another room and was completely ignored. Because my youngest daughter has a medical condition that is severely aggravated by hot, stuffy environments, we packed our things and left. I contacted Hotels.com for help, but Victoria was dismissive with them, too. I called the desk from my car, was met with immediate hostility.

Everything was very clean, beds are comfortable and very glad the pool was available to help entertain the kids. All staff we delt with were great .Great overall experience.

Problems at check in. Clerk advised she didn’t normally work front desk. She was in the bathroom when we arrived with a sign out. She was unable to check us in and finally had to do a workaround to get us a key. The tires on the luggage cart were deflated so it was very difficult to roll. My husband mentioned the problem to the clerk and said they need to be inflated. She said, I know they’re horrible. No coffee makers in the room so that was not cool. Additionally, my husband went down to get me some water and waited but no one at desk. He grabbed me a water and went back down later to tell the clerk and asked her to charge it to our room. Our phone rang at 11 pm and she asked me to pay for my water over the phone either a credit card. The tub had red rust at the drain and a long hair in it. Upon check out, I wasn’t even asked how my stay was. I work in HR for the hospitality industry and this was not a good look for this brand.

Very professional

No