Holiday Inn Express & Suites Alvarado

Worst experience ever! DO NOT STAY HERE! Long story short, the customer service was the worst I have ever experienced and the hotel is outdated. We were inconvenienced after I drove 5 hours and my sister flew 7 hours to meet here. We had to pay for another hotel room at La Quinta, which I highly recommend. We have filed a complaint with corporate and waiting to see if corporate makes this right for us. Please see my review on ******* (long version there). My recommendation is for Holiday Inn to invest some money on their customer service training, screen your employees better, and invest some money on the hotel. Never ever will my sister or I stay at any Holiday Inn.

We were there for about an hour to get changed and go to a party for family, came back and went swimming in the pool for a little bit before closing time on the pool at 10 we get hungry, so I went to Waterburger came back ate went to lay in bed and found several bedbugs have several pictures of bedbugs and video of proof that we were there at that hotel it was about 130 in the morning or almost 2 I went down to the front desk and told the front desk guy heavyset guy and he confirmed that it was bedbugs and he was so sorry to call his manager. He called the manager that was sleeping and they said they would give us a refund after we sent videos or pictures to show the bed bug in an email we were like OK packed our stuff at two in the morning and left for a 4 1/2 hour drive back home because we didn’t want to sleep in bedbugs. They didn’t even offers a different room we were waiting for the response and then we get an email saying from Mark the crooked manager there that we are lying in the bedsheets and bugs aren’t from them !!!! Only lairs here is mark !!!! And the heavyset front desk guy that confirm there was bugs, but all of a sudden there isn’t now nice lawsuit no ? ! Is there any one above Mark the manager here for this , cause he needs to be fired There was complaints on this Mark as well if you look him up sad a manager would call customers a liar when they have solid proof

This is a very nice hotel. Clean although a bit dated in places. Good location off I-35. Staff was very friendly. Shawna at front desk was nice and there was a mother-daughter team in housekeeping who went above and beyond. Plenty of hot water. Plenty of lighting and outlets in the room. Nice continental breakfast. Overall a very nice stay. I would recommend and would stay here again.

Needs an overhaul. Tired hotel that could use a lot more than just paint. Our room was overlooking the highway and traffic noise was nonstop. Window had such thick cobwebs (outside), we thought at first it was a big crack in the glass. Carpet is old and dirty. Bathroom was missing door hook, toilet seat should have been replaced long ago, and shower/tub did not drain properly, so you stand in water while you shower. No exhaust fan. Gym is filled with non-functioning equipment. Breakfast looked okay, but there was a big crowd both mornings and no where to sit. Employee worked hard, but couldn’t keep up with the food stock demand. On the bright side, employees were friendly and beds were comfortable. Pool area was clean and well ventilated. Appreciated the fridge in the room.

The room was extremely rundown. You could also hear everything in the adjacent rooms because the walls are beyond thin. The walls were dirty and partially painted in places, the blackout curtains had holes in them, the bathtub had non-skid stuff painted in it, and looked filthy. This was a King Suite!

DO NOT STAY HERE!!! The night started pleasantly making a reservation with a sweet girl. She said she would email me my confirmation. Things happened and this did not happen. I called back a couple times and eventually talked to a manager. This manager was disrespectful from the get go. She didn't like my questions regarding a cheaper price online. She was not able to explain how I might be able to match a price for the stay. She also never emailed me the confirmation that she said she would send. That was apparently too much work for her. I was degraded by the way she spoke to me and talked to me like I was a 2 year old. She did not have the capacity to listen and let me get my words out. I eventually told her that she did not have to get angry. She accused me of being angry ( which was just frustration). She eventually hung up on me. This woman has no right to be a manager in any capacity. I hope their hotel listens to the conversations for training purposes and fires her. I refused to give them my money so I cancelled the reservation just as fast as I made it. I called the reservations and they were able to find it even though I had no confirmation number. They were surprised nobody gave me one. I proceeded to talk to several people in that department ( each one at different times and phone calls). Every one of them asked me my email over and over again. They would put me on hold and and apparently try to send me an email cancellation confirmation. NOBODY could do it. They would put me on hold and eventually drop my call. Nobody would own up to the problems they were having and again acted like it had to be a problem on my side. After more than an hour of this I was given to corporate and they told me that they were not able to send me an email and that only the front desk could . I said it would be nice if somebody told me an hour ago. I did not want to call the front desk again because of the manager. I called today and they had no idea what I was talking about and no record of the reservation. I assume I can trust them but this whole experience is ridiculous.

The whole staff was super nice and I had great stay!!! The GM Ashley went out her way to help us and we will stay again. From hospitality, to a nice hotel we were very satisfied and will recommend this hotel to family and friends.