Holiday Inn Dfw Airport Area West

Recent Reviews: 279

• User:blueidokie

  Trip type: Solo travel

  Wrong information given by this company

  05 Jun 2026

  I called the booking office for Kozy Hotel, as this property is no longer a Holiday Inn. All booking platforms still say this is but it’s not. I spoke with a gentleman who told me the shuttle service runs by appointment, not on a schedule. So I book the room and receive an email with the direct line to the hotel. I call the hotel and the front desk lady answers. I ask the lady about getting a shuttle ride set up for when I arrive at the airport and she says we don’t have a shuttle. I say I just spoke with your booking department and was told you do. She says sorry we don’t. So I don’t know how the actual hotel is as I had to cancel my reservation.

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• User:OdieUK

  Trip type: Solo travel

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

  15 Oct 2024

  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. IHG Service, Owner at Holiday Inn Dallas DFW Airport Area West by IHG, responded to this review Hello, OdieUKWe truly care about your experience with us during your stay. Thank you for choosing our Holiday Inn Dallas DFW Airport Area West for your travel needs. This will indeed help us improve for you and other future guests.I have shared your sentiment with our local team and manager, and I apologize for not delivering a better accommodation. Our staff will work to ensure a much better experience in your future travels.Your satisfaction and enjoyment are paramount to us, and we always strive to deliver what is expected.We look forward to serving you again. Our team can't wait to show you the changes and improvements!Alejandro G.Case ManagerIHG Hotels & Resorts Service

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• User:Molly S

  Trip type: Business

  Will not stay here again

  25 Sept 2024

  We had to stay here for 3 nights due to business travel and our room was old and not very clean. We asked every day if the pool was going to be open and no one could give us an answer until the very last day. Upon checkout we asked again about the pool and they said it was closed due to maintenance even though people were swimming in it the night before. Our bathtub had mold around the edge and the bathroom in general was old and dirty. This stay was very disappointing and the pictures on the website are not accurate. Breakfast is not complimentary and is not work the $18 per person. As reward members this is the worst Holiday we’ve ever stayed at. IHG Service, Owner at Holiday Inn Dallas DFW Airport Area West by IHG, responded to this review Dear Molly S, I appreciate you for sharing your review of your recent stay at our Holiday Inn Dallas DFW Airport Area West. It's a pleasure having you as our IHG One Rewards member.I am truly sorry that you did not experience an exemplary hotel stay because of the level of service you have received. On behalf of our hotel, I apologize for the service of our staff, our breakfast and our room's cleanliness. This is not what we want any of our guests to experience. I have sent you a private message to reaffirm my apologies.I very much hope that you will grant us the opportunity to prove ourselves again.Best Regards,Ben W.Case ManagerIHG Hotels and Resorts Service

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• User:Alyssa K

  Trip type: Family

  TRAGIC!

  28 Jul 2024

  First, Upon arrival we were hit by an awful smell in the lobby/guest relations area. The smell was of a dead rodent. The hotel had very pungent air fresheners trying to cover up the smell but were not addressing it at all to us. Both smells were so off putting that I choked a bit and had trouble focusing on what your guest attendants were saying. This smell wafted through the elevator shaft and into the hallways of the hotel. Second, Because it was so late, and were meeting other guests, we had no choice but to stay at this hotel. We had the other guests son with us and he was to check into their room before their arrival. While checking in, I forgot my wallet in my car and had to step out of the hotel to get it. While going to get it your guest relations attendant decided to talk about me in front of the boy that was with me. Naturally, he let me know what your attendants were saying. “She better know she needs to pay the $50 incidentals and not getting out of it”, “she needs to hurry up before I cancel her stay”, etc. Third, While getting to our room we traveled the hallways and all the carpets were stained and some were wet from leaking A/C units. There were wet floor signs out all over the hotel. Fourth, When we finally made it to our room the A/C had been off for what felt like days. It was hot, humid, muggy, and gross. We did figure out how to get it on, but it took a good 30 minutes to get to a comfortable temperature. When it was already late and we all were really wanting to go to bed, we couldn’t . We all at this point needed to shower from being gross. My husband went to use the restroom and got locked into the restroom. We were only given 2 towels in a double bed room. I called to ask for more towels and was told they would bring them up. This never happened. We were so tired we finally just decided to go to bed. Of course, in that we were gross and not feeling well, none of us slept well at all!!!! Fifth, We needed to wash our kids uniforms and the sign in the laundry room says to get the soap from the front desk. I asked for soap and was rudely told there was no soap and that they didn’t know why the sign said that. At this time I asked for the towels they never brought us, but they were unable to find some. They went to go locate them but seemed like they found them after about 15-20 minutes. I was waiting in the lobby all the while no one was there and the smell was still horrific. Sixth, During the night the system crashed and they couldn’t check anyone in or out and were simply rude about it. We booked a two night stay in order to spend some much needed family time away and together. However, we quickly decided to cancel are second night and go home! When I arrived at the desk to inform your attendant she told me that I could email a fake email and that was all she could do. I asked if there was a manger on site and she just kept repeating herself as if she spoke no other words but this. I emailed the fake email and got it back undeliverable.This say was the most odd and very difficult to understand! Why was it that throughout or stay no one was willing to address any of the issues and apologize for the inconveniences, or help to make them right. I am thoroughly disgusted and will be sending this information to the health and safety department immediately. IHG Service, Owner at Holiday Inn Dallas DFW Airport Area West by IHG, responded to this review Hello Alyssa K,Thank you for choosing IHG Hotels and Resorts as your travel partner! We appreciate you as one of our valued guests. We offer a simple and engaging place to rest. However, I am sorry for what happened during your stay. The team learned about your review. The team will make the needed improvements to deliver complete guest satisfaction.In line with this, do know that I sent a private message to further reach out to you. I hope you find your way back to us should your travels bring you again to the area for a chance to make your stay better than the last.Best,Ronald R.Case ManagerIHG Hotels and Resorts Service

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• User:Ryan N

  Trip type: Friends getaway

  Please Do NOT Stay Here - Unhealthy Environment

  18 Jun 2024

  If you are able to reserve ANY other accommodations, I implore you to do so. Lest you be forced to deal with a barely habitable establishment. The location stinks of raw sewage from the moment you step foot in the lobby, and it only gets worse from there. The carpets throughout are disgustingly filthy, covered with stains and mold. There is no central A/C so the hallways and elevators are ridiculously hot at all times. They do have a couple of window units on each floor, but those don't even all work and have index cards reading "Broken" taped to them. The initial room that my family and I were provided was so besieged by mold and mildew that the air actually smelled like topsoil. It was beyond disgusting. It is unbelievable to me that the owners of the place think it's acceptable to house families with children in these rooms. Aside from that there is a remodel underway that sees some rooms on the 4th floor with no windows and a good portion of the parking lot being used as a staging area for materials. They do not have free continental breakfast. I am not exaggerating when I state that this is the worst hotel I have stayed in over the last 20 years. Please book somewhere else. IHG Service, Owner at Holiday Inn Dallas DFW Airport Area West by IHG, responded to this review Hello Ryan N,Thank you for choosing IHG Hotels and Resorts as your travel partner! We appreciate you as one of our valued guests. We offer a simple and engaging place to rest. However, I am sorry for what happened during your stay. The team learned about your review. The team will make the needed improvements to deliver complete guest satisfaction.In line with this, do know that I sent a private message to further reach out to you. I hope you find your way back to us should your travels bring you again to the area for a chance to make your stay better than the last.Best,Ronald R.Case ManagerIHG Hotels and Resorts Service

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