I Spent Last Night In A Holiday Inn Express In Hurst, Texas

Leaning Toward Wisdom

H is for home. Since last year, for the first time in our lives, we have split our time between two homes, both starting with “H.” Hurst, Texas, and Hot Springs Village, Arkansas. But last night we spent a night in another “H” home – Holiday Inn Express in Hurst, Texas.

Yes, we had a good reason. When you’re having knee surgery and your bedroom is upstairs…you improvise. That meant finding a local hotel for at least one night to avoid the staircase. Enter Holiday Inn Express at 820 Thousand Oaks Drive, Hurst, Texas – mere miles away.

It all began when I was told I’d be on crutches at least for the first day following having my knee scoped. I hopped on one of those online find-a-hotel websites. How often do you search for a hotel in the city where you live? Me? Never. I was looking for location, reviews, and pricing. There were several hotels in the area where I was looking. All of them were close to the highway, which would be necessary because I had work the next day and wanted to be able to jump on the highway quickly. My wife chauffering me.

I read a few reviews and settled on the Holiday Inn Express in Hurst, Texas. My surgery was in another DFW suburb, Southlake. But I wanted to be back in the Hurst area #TexasHome. Besides, it was mere seconds from the highway I needed for the following morning. The accommodations were ideal: king bed, mini frig, microwave, desk, sofa and coffee table, walk in shower (one of those kind without any door), and breakfast starting at 6:30 am. I booked it for one night, paying a few bucks extra for the right to cancel it and get a full refund – just in case my surgeon had to change my schedule (he didn’t).

Check in was 4 pm. Ok, no problem maybe I can check in early if necessary.

I get all those usual pre-surgery calls you get. You answer a million questions and they confirm a schedule. Then days later they may change the schedule, pushing the surgery up or back. Mine was pushed up slightly. “Check in by 7:15 am,” they said. Okay. I’m thinking check-in at the hotel is 4 pm. That’s gonna be a problem because I’m likely going to be awake and checked out of the surgical center by 11 am. So I call the hotel directly.

Let me introduce you to Susan Watts-Martinez, General Manager of the Holiday Inn Express in Hurst, Texas. She answered the phone patiently listening to my dilemma. She looked up my reservation, noticing I booked it through an online website. She confirmed I had booked a king room. “I’m happy to pay a little extra to check in early,” I said. “No problem, I can take care of you, Mr. Cantrell,” she assured me.

This was a couple of weeks in advance of my surgery so she made notes in their system that I’d need a room ready to go before noon. Yes, I told her I was coming there following surgery in Southlake. “We’ll take good care of you,” said Susan. “Just call us that morning. I’ll be here by 7:30 am. That way we’ll make sure your room is ready.” I thanked her and thought no more about it.

Until we checked in.

As I crutched my way into the lobby Susan came outside and said, “Randy?”

“Yes, ma’am.”

“Enjoy your stay and we hope you have a speedy recovery,” she said.

I thanked her and went inside making my way to the first room on the first floor, just past the front desk and workout room. Convenient and a short amble down the hall.

We enter the room and straight away I notice on the coffee table a bundle of homemade chocolate chip cookies and two bottles of water with the above note sitting nearby.

Handwritten Note From Holiday Inn Express, Hurst, Texas

“Look at this, “I said to my wife. We remarked how nice that was, then I noticed a large white gift bag with a black ribbon tying the handles together.

“What’s this?” I asked.

I opened it and found a new 50″ x 70″ gray chenille throw.

50″ x 70″ gray chenille throw

I immediately unpacked it and laid down on the bed on top of the covers noting how hard it would be to maneuver under the sheets having just endured. For context, you should know Rhonda (my wife) made me a fleece blanket that I usually take with me on trips. I had lamented that I didn’t have that with me. It was left at our house in Arkansas. This gift from Susan and the Holiday Inn Express staff was perfect because I was already thinking, “It’s gonna be easier for me to sleep on top of the bed.”

As I checked out the next day I approached Susan and asked if we could take the picture with whatever staff members were available. Susan quickly gathered the troops and here they are. Here we are! That’s Susan on the far right. SA-LUTE!

The HIE Staff in Hurst, Texas

These folks are extraordinary!

They could have just gone through the motions. I’m nobody special. They had no idea I had a website, a podcast, or such a loud mouth to bally-hoo customer experience!

I happily call out superior service. I’m also quite willing to call out awful service.

Hotels can universally do better. Susan’s team proves it. Susan, as a leader, proves it. I don’t know Susan, but based on my single night stay at her hotel I know she made up her mind to lead a high-performing team intent on delivering the best guest experience possible. Keep in mind, that we’re not talking about a luxury brand hotel. This isn’t the Ritz. It’s not a $ 500-a-night hotel. Proof that excellent service isn’t the protected domain of luxury or exclusive brands!

I slept in a Holiday Inn Express in Hurst, Texas last night. And it was following knee surgery so I wasn’t feeling 100%. But I was happy I decided to because Susan and her team did an outstanding job making me comfortable, welcomed and appreciated. Remember, I was only there one night. These people understand the power of doing for some what you can’t do for everybody…but more importantly, they understand that you can go above and beyond for everybody. And they do!

If you ever need a hotel room anywhere in the Mid-Cities area of Dallas/Ft. Worth…be sure you book a room at the Holiday Inn Express at 820 Thousand Oaks Drive, Hurst, Texas 76054. Call them at [phone]. Tell them I sent you, even though it won’t matter! They’ll roll out the proverbial red carpet for you anyway.

Please tell a friend about the podcast!

• Join our private Facebook group
• Email me