Rated 4.1 out of 5 by 52
Rated 1.0 out of 5.0 by rute1773 Not what we expected
We arrived to a property that was not represented truthfully in the pictures shown on the web site. The hotel was very old, unlike the pictures displayed on the web site, the room had a musty old smoking room smell to it, the sheets and bedding were not clean, and after requesting to have our bedding changed, the staff never attended to our request. I spoke to the Manager the evening we arrived and told him of my disappointment with the condition of the hotel and the age and that it was not represented honestly on their web page, he discounted the two nights, that was fine but we still had to stay.
I stay at your properties usually monthly due to tennis tournaments out of Dallas and I'm a priority club member since last year, I've never had this type of experience and poor service after requesting service. But, the properties we've been staying, I've never had to ask for anything more than additional towels or toiletries.
March 8, 2013
Rated 5.0 out of 5.0 by Bear0422 Great Experience!
This hotel is probably one of the best ones I have stayed at. We were driving home and realized we would not be able to make out final destination, We called the hotel and they were able to accommodate us for the night. Also had a great staff, very friendly and accommodating. Will stay at when I am in the area again. Thanks for a great stay!
February 25, 2013
Rated 5.0 out of 5.0 by Ray777 Neat Hotel
We will certainly stay at this hotel again. Not only was it the usual high standard Express, the staff recommended a great place to eat. AND the cocktail party in the evening was just great. Got to meet some fellow travelers, and had some great snacks. NICE TOUCH! Would recommend this place to all of our friends.
All of the staff was friendly, so can't name one that was above another, they were all great and friendly.
February 25, 2013
Rated 2.0 out of 5.0 by Reggie48 HI Express Not Up to Standards
Stayed one night with wife and disabled son. Upon arrival no front attendant. Took 10-15 minutes before someone came to the front desk to help me. Elevator not working from 1st floor. Front desk clerk had to use a key after sorting through several on the ring. Seemed like elevator is in need of an overhaul. Buttons unreliable. Rooms are very outdated. Smelled like smoke in our No Smoking Handicapped room. Bathroom had commode that needed to be tapped to stop. Water on floor from something. Bathroom door handle ring loose. I serviced that. Light between bed blinking for some reason. Shower head would not stay in up position. Doors (at least ours) had no automatic closure. Believe that's a code violation. I'm astonished. I've stayed in the Express for years and very happy. This one needs some help. There were almost no clients there on the night we stayed. 1-2 people at breakfast. Choices for eating almost nil. Restaurant across the street, but they are really in bad shape when it comes to cleanliness. Not a good value for the price we paid.
February 14, 2013
Rated 3.0 out of 5.0 by txukski A few updates needed
The amenities in the rooms are up to date and nice. Comfortable beds, nice large screen TVs, microwaves, and fridges but the fitness center is very lacking.
The fitness room seems like an after-thought old worn out or cheap equipment; none of which can really be used and there is no remote for the TV or a way to control the AC/Heat.
January 22, 2013
Rated 3.0 out of 5.0 by Chrissss Freezer
The front desk girl was friendly. Very comfortable tempurpedic type bed. The hotel generally seemed clean but it looked a little old and tired with bathroom fittings not working properly. Considering this, the room rate was pretty expensive. But my biggest gripe was the temperature the room a/c was set on in the middle of winter. The room was 65 degrees which I find really uncomfortable. The inefficient heater took 5 hours before the room was a reasonable temperature for me.
January 9, 2013
Rated 1.0 out of 5.0 by jg71 Dirty
I was very disappointed in the cleanliness of this hotel. It was disgusting! From the lobby to the sleeping rooms and bathrooms - I've never been in a hotel that was so filthy.
I will not stay at this hotel again or recommend it to any friends or family.
December 3, 2012
Rated 2.0 out of 5.0 by Amegaman1 very comfortable bed
The hotel is somewhat older and has been updated. When I walked into the lobby I was impressed with the updates, but going up to my room was the evidence of age in the trim. The room was very comfortable, however I did not like the fragrance, perfume, or whatever it was that made the room smell the way it did. Too much fragrance, not a bad smell, just too much! Also not enough pull from the bathroom vent. Other than that, a very nice quiet stay, and the breakfast was good
November 26, 2012
Rated 1.0 out of 5.0 by Asti2645 Has gone down fast
I have stayed at this particular property several times. I travel to Tyler twice a quarter for business and have seen the quality of this property, customer service and overall material condition decline over the past few months. The GM is new and has stated that she was hired to address several items. Don't know if she has been able to address them or not. Things like the ice machine that has been out of order for over 6 months, the filthy elevators, trash left in the front of the hotel- was there when I checked in and still when I left in the morning to go to work. Breakfast bar is always out of something and hostess is a real peach. Flags out front are in shreds, but still flying. I will be selecting a different property next time I am in Tyler.
November 19, 2012
Rated 2.0 out of 5.0 by VetTraveler Not a nice Hotel
Very old and dated. The bathroom looked like a novice maintenance person worked on it. The area is also bad.
October 29, 2012
Rated 5.0 out of 5.0 by StevenJ23 Excellent Service
I stayed here for a couple of nights last year, and was not impressed. But I returned because I really enjoyed the breakfast and the proximity to my company's office. Wow. What a difference. The employees were friendly, the hotel was spotless, my room was extremely clean and smelled wonderful. I met the general manager and she couldn't have been more gracious. I will return here again and again.
October 25, 2012
Rated 2.0 out of 5.0 by SkipH Poor Front Desk Service
I arrived at 11:30 PM very tired wanting to go to bed. No one at the front desk, but they did come out and had obviously been sleeping. I had made reservations on the Priority Club website and had stayed at this hotel a month earlier. In my earlier stay I had made reservations in the same way and asked for my employer's special rate when I arrived. The first time (a moth earlier) the front desk person simply wrote the new rate on the sheet and asked me to initial it. This time the front desk person had no clue what to do, called someone who told him to cancel my res and make a new one. He cancelled the old one but sis not know how to make a new one. He wouldn't put me in the room I had reserved because that reservation had been cancelled. So he gave me a sub par room but could not give a sheet to initial the rate because he couldn't make a new reservation! I finally got to the room over a half hour after my arrival. The next day when I got back to the hotel and told them I wanted to check on the status of things because I had not received a newspaper in the morning, I found out there was no record of me being a guest. Housekeeping had not been to my room, and I had been charged as a "no show". They moved me to the room I had reserved and got things sort of straightened out, but I still was charged above the corporate rate for the first night because I was still charged as a "no show". Therefore I may not get points for that night even though I payed a higher rate. All in all, not a very satisfactory situation. There should definitely be better training of personnel before they are left alone to manage the front desk, or a better evaluation of their abilities. This guy was clearly not up to the task. He may have been in over his head due to poor training or ability. I don't know which, but he clearly was not up to the task when I visited.
October 24, 2012
Rated 4.0 out of 5.0 by pruth A good place to stay
Bed was VERY comfortable and the room was clean and welcoming. Breakfast was OK, but would have been better with those yummy cinnamon rolls.
October 15, 2012
Rated 2.0 out of 5.0 by Glenn Needs Updating
This hotel is run down. The front desk employees were wearing jeans and t-shirts very unprofessional. The breakfast room is being used for storage. There were boxes in there. There were no cinnamon rolls and no biscuits.
October 15, 2012