Holiday Inn Express & Suites Dallas - Duncanville, an IHG Hotel 1035 East Highway 67, Duncanville, TX 75137

"Excellent hotel and even better employees. I was going through a very difficult time and they were non judgemental and they didn't harass me like 2 previous Best Western Hotels I have stayed at recently. This will be my "go to" hotel from now on while traveling in the United States. This is a safe space."

"I was recently there for a conference. I hope the owner of the property is aware of what is happening. Unfortunately, the management (Randy) as well as the IHG guest relations line did little to remedy the situation. I was paying for 3 days to at least have a working TV, working phone and no MOLD in the room. However my expectations were not met. The TV had a blue tint and a line across the screen. When i spoke to Mr. Randy about that, he stated that the maintenance was informed and that the issue had been addressed. I said that the TV was still blue with a streak. I asked him to come upstairs and take a look. He said "No" without blinking an eye. I would not have escalated the issue but his lack of care and any attempt at customer service was non existent. I informed IHG and the offshore representatives just refer you back to the hotel management which is nonexistent. My first evening I told the lady at the front desk about the TV and phone issue. She was kind enough to come upstairs but complained that there was only her at the hotel at this time and there was nothing she could do. Because of the complete lack of customer service and the extensive amount of MOLD, buyer beware."

"I stayed at this hotel for a month and in this time house keeping tried walking in three times without knocking even though I had my do not disturb on my door and the door latch flipped. They had 3 fire alarm tests on 2 different days and they brought in a carpet cleaning service and gave them a master key to enter the rooms, they didn't knock and had my coworker not had her latch flipped they would have walked in on her while she was in the tub. They even tried walking in 2 other of my coworkers rooms. When we confronted the manager he said that they were instructed to enter to rooms even if there was a do not disturb, no I'm sorry nothing at all. They didn't even place notices at the rooms till after we confronted the manager."

"My husband travels for work extensively as an Electrical Engineer. For this particular stay he was working night shift and because of this, the hotel was too noisy during the day. He requested to check out after one night. The person at the front desk said fine. So he went upstairs to book another IHG and called down on the hotel phone to confirm he was checking out. He also sent an email with a response that said that it was okay to call about checking out. He has stayed at this hotel before a couple of times for work. He does not fault the employees working there, the quality of the room, breakfast, etc except management and the person at the reservation desk lying about him calling on the hotel phone to check out. Needless to say they are charging for four more nights when he was staying at another Holiday Inn down the road. We have the bills to prove this. We called IHG corporate to get help as a platinum elite member since 1999 and they said they couldn't even see the reservation so contest it on your credit card. So we did. They have video of my husband leaving and pausing at the reservation desk. Because the person was busy and he had just talked to them on the phone he left. They are reopening the charge. Will my husband's work pay for this, yes. But to call him a liar is not okay. To charge him for four nights he was not there, no video of him parking, entering or leaving, not okay. Proven stay for those four days at another IHG. If you are going to fly the flag of a corporate hotel, you need to adhere to the practices of that brand. Otherwise, it can't be trusted as a place to stay for business. We are disappointed in Corporate IHG not backing their long term users of their hotels when we have never made a complaint before. I can tell you as permanent Lifetime Diamond members of Hilton, we had one incident with a similar branded hotel in 2004 and they had the ability to immediately resolve the situation with no credit card appeals. For this reason, this hotel cannot be trusted as an IHG branded hotel to adhere to their standards. Furthermore, I am not sure IHG has standards if they can't get their franchisees to adhere to them."

"Do not stay here! Would give it a 0 star review if it would let me! The customer service is absolutely terrible! I was staying at the hotel while in town visiting my sick grandad. There were maintenance issues with the room they gave me and apparently the maintenance worker goes home early because at 3:00 in the afternoon I was told he had gone for the day. I had to switch to 2 other rooms that also had maintenance issues before finally ending up in a room that was okay and I am not a picky person. The rooms are outdated and things don't work in them. I ended up spending hours out of the day switching rooms and dealing with the stress of it all. That was time I was planning on spending with my sick grandad but instead I was dealing with that. I eventually had to move all my stuff to a different floor entirely. Some of the staff was very rude about the situation and acted like I was the inconvenience. I was told by one staff member that they would talk to management to see if there was something they could do to compensate me for the hours long inconvenience. The next morning when I was checking out I asked the staff if they had heard back from the management about any kind of compensation to make the situation right. I was told that the assistant manager Randy said that because I eventually ended up in a room that worked, he didn't feel they owed me anything for the time, stress, inconvenience, and physical labor of moving all my stuff multiple times after ending up in the 4th room! That was time I could have spent with my grandad and management literally told me they didn't care! Worst customer service ever! The management does not care about their guests at all! I asked the staff to have the management contact me. A week later and they have still not reached out to me to make the situation right. My biggest problem was not actually with the rooms, it's with how I was treated by some staff and management."