Holiday Inn Dallas Dfw Airport Area West, An Ihg Hotel

“Over an hour to check in - one member of staff on reception”

Due to missing my connection at DFW, I was provided with a voucher to stay at this hotel. Unfortunately, by the time I was given my voucher by AA, the hotel shuttle had closed down for the night. The staff at AA were aware of my disability needs, but I knew instinctively the chances of receiving a… more

Due to missing my connection at DFW, I was provided with a voucher to stay at this hotel. Unfortunately, by the time I was given my voucher by AA, the hotel shuttle had closed down for the night. The staff at AA were aware of my disability needs, but I knew instinctively the chances of receiving a mobility assistance room was zilch. I finally arrived at approx 11.30 pm, to be greeted with a queue of approx twenty five people waiting to check in - and just one member of staff on reception doing check in. Ok I thought, maybe another member of staff on a quick break? No..just the one member of staff to deal with the ever increasing queue. My heart sank. The reception area was littered with people and suitcases. I joined the back of the queue, and was politely informed by others not to sit in one of the rather grubby looking seats as I would lose my place in the queue. As these seats were near the back of the queue, as you moved forward, there was nowhere to sit - just stand and wait..and wait…and wait..to be polite let’s say the reception area was looking ‘tired and worn’. There was a small unmanned shop with a fridge of drinks and snacks - I saw numerous people take things, but whether they paid for the items I do not know. Approx one hour later, It was finally my turn at reception. I handed over my hotel voucher, was asked if I arrived by shuttle or taxi, and asked what time I wanted to return (4.50-5am) to the airport. I was informed the shuttle did not run, but as I had a taxi voucher my name was added to a very long list of taxi requests. I was allocated a room (not a mobility assistance room) on one of the upper floors and pointed towards the lift. I paid for the bottle of Diet Coke I had taken from the fridge. I asked the male receptionist about the queues for check in, and he advised me every night is the same due to missed connections and cancellations at DFW. I’m guessing he was the owner or related to the owner, as he kept his smile for the whole queue checking in. I found my room, and it’s what I call typical holiday inn airport hotel. Chunky brown furniture, a large bed, tv, tea/ coffee maker, a noisy air con machine, and a small shower room. Identical to 000s of other airport hotel rooms. I did manage a few hours sleep, but was up for 4am to shower and get ready to get downstairs with time to spare for my taxi. I checked with the receptionist and was able to have a free ‘reception’ coffee - I was far too early to use my breakfast voucher. Reception quickly started to fill and Yes! my name was on the taxi list, and dead on time a taxi arrived for me and two others to DFW. You are not going to choose this hotel for a vacation (tho from the upper floors the swimming pool looked nice) and I’m guessing nearly all of there clientele are airline passengers with a voucher. Yes the room was clean and tidy, but reception? Nah… To have just one member of staff on check in is reprehensible - especially when you know this is a nightly occurrence. This was an emergency situation, I had little options given by AA, and it’s very unlikely I will ever need to return to this hotel.

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