酒店回复: We apologize for the inconvenience you experienced.
2.0分
商务出差
原文
翻译提供方：Google
该酒店已经破败不堪，需要尽快翻新。
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酒店回复: Dear Andreas,Thank you for sharing your feedback. We sincerely regret that your experience at Holiday Inn Trophy Club did not meet expectations. We understand your concerns about the condition of the property and want you to know that we are actively working on renovations and improvements to ensure a more comfortable and welcoming environment for all our guests.Your comments are important to us, and we appreciate your honesty. We hope you’ll consider giving us another opportunity to provide the quality and service you expect from Holiday Inn.If you plan to return to the DFW area, we invite you to visit during one of the many exciting local events happening through the end of 2026. These celebrations showcase the vibrant culture and hospitality of Trophy Club and its neighboring communities:Upcoming Area Events:TCWC Fall Garage Sale – Trophy Club, OctoberLive Nativity: A Night in Bethlehem – Trophy Club, DecemberGrapevine Christmas Capital of Texas – November–December annuallySouthlake Oktoberfest – Every OctoberRoanoke Celebrate Roanoke Festival – FallFlower Mound Independence Fest – July 4thFort Worth Stock Show & Rodeo – January–FebruaryMain Street Fest in Grapevine – MayNorthlake Holiday Tree Lighting – DecemberWestlake Classic Car Show – Annually in FallWe hope to welcome you again soon under better circumstances.Warm regards,Brian AngererGuest Experience ManagerHoliday Inn Trophy Club#TrophyClub #GrapevineTX #SouthlakeTX #NorthlakeTX #WestlakeTX #RoanokeTX #FlowerMoundTX #FortWorthTX#TCWC #ChristmasCapitalOfTexas #SouthlakeOktoberfest #CelebrateRoanoke #IndependenceFest #FWSSR #MainStreetFest #WestlakeCarShow #HolidayTreeLighting
酒店回复: Thank you for staying with us at the Holiday Inn Trophy Club and for sharing your experience. We appreciate the feedback and wish you the best.
2.0分
其他
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The attitude of the guest services agent on the day of check-in was lack luster at best. Never have I ever experienced someone whose personality was not engaging or welcoming. It was advertised that I'd have access to premium channels and the TV wasn't functional. It was clear my check out date was on 11/29 at 11am and yet Housekeeping pounded on the day at 9am. I've never stayed at a hotel where housekeeping showed up to clean my room prior to my checkout time. The badge reader to my room was disabled prior to my checkout time. I left my room to get ice and came back only to discover I lost access to my room. Despite the entry room key being reprogrammed twice, I still could not gain access to retrieve my luggage. The matter had to be escalated to an onsite team to resolve. I asked for my final receipt to be emailed at the time of checkout, was given assurances it would be done and it wasn't sent. I had to call back to the hotel two days later to request it. Worst experiences ever! This was the first and the last time I will stay at a Holiday Inn
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酒店回复: Dear Antoinette,Thank you for taking the time to share your experience with us. I am truly sorry to hear about the challenges you faced during your stay at Holiday Inn Trophy Club. The issues you described—from the service at check-in, to the television not functioning, to the premature housekeeping visit and key card access problems—are not reflective of the welcoming and reliable experience we strive to provide.I also regret the inconvenience caused by the delay in receiving your final receipt. Your feedback highlights several areas where we fell short, and I want to assure you that we are addressing each of these concerns with our team to prevent them from happening again.We value every guest’s comfort and trust, and I apologize that we did not meet your expectations. While I understand your disappointment, I hope you might consider giving us another opportunity in the future to provide the level of hospitality you deserve.
3.0分
其他
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Toilet flap didn’t work; ran all the time and when staff was notified, nothing was done. Didn’t refill coffee or cups after first day. (2) days didn’t leave bath mat.
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酒店回复: Thank you for taking the time to write to us. Sincere apologies, that your stay with us was not up to our IHG standards. We hope that you will give us another chance and stay with us again in the future so that we may continue to meet your needs. Thank you again.
3.0分
其他
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Hotel does NOT have a restaurant that is open for dinner as advertised. The hotel had a musty scent. I had to change my original room due to the smell and the obvious work they did in the shower maybe the same day I arrived.
Staff was accommodating so they win points there. I know it's not their fault.
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酒店回复: Dear Melissa,Thank you for sharing your feedback with us. We sincerely apologize for the inconvenience you experienced with our dinner service availability and the condition of your initial room. We understand how important it is for our guests to feel comfortable and to have accurate information about amenities, and we are actively working to improve both our communication and our upkeep.We’re glad to hear that our staff was able to assist you promptly and that their care made a positive impression. Your recognition of their efforts means a great deal to us, and we’ll be sure to share your kind words with the team.We would love the opportunity to welcome you back and provide a stay that reflects the quality you expect. The Trophy Club area and our neighboring communities are full of exciting events that can make your next visit even more enjoyable. For example:Fort Worth Stock Show & Rodeo (Jan–Feb 2026 #FWSSR)Southlake Art in the Square Festival (Apr 2026 #ArtInTheSquare)Grapevine GrapeFest® Wine Festival (Sept 2026 #GrapeFest)Westlake Tree Lighting Ceremony (Dec 2025 #WestlakeEvents)Northlake Amazing Art Expo (Dec 2025 #ArtExpoNorthlake)We hope you’ll give us another chance to host you, whether for relaxation or to enjoy one of these vibrant local experiences. Please don’t hesitate to reach out directly when planning your next stay—we’d be honored to welcome you back.Warm regards, Holiday Inn Trophy Club Management Team
3.0分
家庭亲子
None of the ice machines worked. Breakfast was nearly empty and no customer service around for breakfast. Front desk clerk was asleep.
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酒店回复: **Dear Trevor,**Thank you for your feedback. We’re truly sorry to hear about the issues you experienced during your stay at Holiday Inn Trophy Club. The inconvenience caused by non-functioning ice machines, limited breakfast options, and lack of attentive service—especially at the front desk—is unacceptable and not reflective of the standards we strive to uphold.Please know that we are actively addressing these concerns with our maintenance and guest services teams to ensure a more reliable and welcoming experience for all future guests.We’d love the opportunity to make it right and invite you to return during one of the many exciting events happening in our area through the end of 2026. Whether you're looking for family fun, seasonal celebrations, or cultural experiences, there’s something for everyone:- **Grapevine’s Christmas Capital of Texas®** - **Southlake’s Art in the Square & Oktoberfest** - **Roanoke’s Celebrate Roanoke Festival** - **Flower Mound’s Spring Fest & Pumpkin Patch** - **Fort Worth’s Stock Show & Rodeo, Mayfest, and Main Street Arts Festival** - **Trophy Club’s Live Nativity & Community Market Days** - **Northlake and Westlake wine walks and farmers markets**We hope to welcome you back soon and provide the quality stay you deserve.Warm regards, The Holiday Inn Trophy Club Team#TrophyClub #GrapevineTX #SouthlakeTX #NorthlakeTX #WestlakeTX #RoanokeTX #FlowerMoundTX #FortWorthTX #ChristmasCapitalOfTexas #MainStreetArtsFestival #CelebrateRoanoke #MayfestFW #StockShowAndRodeo #ArtInTheSquare #PumpkinPatch #SpringFest #LiveNativity #FarmersMarket #WineWalk
浴室的谷仓门甚至无法完全关闭，也没有锁，这在酒店中应该是非法的，或者必须在描述的第一行警告你，尤其是对于双人入住。如果你不想闻到、听到或不小心撞见别人在做便便，那就别来这个地方了。
该酒店已经破败不堪，需要尽快翻新。
预订和前台系统很差
房间不错。前台员工需要培训。我在同一笔交易中预订了 2 间客房，但不知何故，他们在系统中只能看到一间。她确实以相同的价格为我安排了另一间客房。这是 1 晚的住宿。我收到银行的提醒，这两间客房被收取了 4 次费用。我去前台找人谈话。工作人员一直说不，我只看到一笔费用。不，我不得不对房间的额外费用提出异议。不会再来了。我的团队有 7-9 间客房。我们不会再来了
床架很糟糕，没有弹簧床垫。
我住了 3 天，再也不会回到这个地方了。
房间里没有空气
好的
The attitude of the guest services agent on the day of check-in was lack luster at best. Never have I ever experienced someone whose personality was not engaging or welcoming. It was advertised that I'd have access to premium channels and the TV wasn't functional. It was clear my check out date was on 11/29 at 11am and yet Housekeeping pounded on the day at 9am. I've never stayed at a hotel where housekeeping showed up to clean my room prior to my checkout time. The badge reader to my room was disabled prior to my checkout time. I left my room to get ice and came back only to discover I lost access to my room. Despite the entry room key being reprogrammed twice, I still could not gain access to retrieve my luggage. The matter had to be escalated to an onsite team to resolve. I asked for my final receipt to be emailed at the time of checkout, was given assurances it would be done and it wasn't sent. I had to call back to the hotel two days later to request it. Worst experiences ever! This was the first and the last time I will stay at a Holiday Inn
Toilet flap didn’t work; ran all the time and when staff was notified, nothing was done. Didn’t refill coffee or cups after first day. (2) days didn’t leave bath mat.
Hotel does NOT have a restaurant that is open for dinner as advertised. The hotel had a musty scent. I had to change my original room due to the smell and the obvious work they did in the shower maybe the same day I arrived.
Staff was accommodating so they win points there. I know it's not their fault.
None of the ice machines worked. Breakfast was nearly empty and no customer service around for breakfast. Front desk clerk was asleep.