Holiday Inn Express & Suites Plano East - Richardson by IHG — Attraction in Plano

WARNING! STAY AWAY!

First, our room was very nice. It was very clean and had plenty of space in it. It also had everything in it that we needed. However, we had a traumatizing experience with the employees working at the front desk during our entire stay.

My girlfriend booked our room with her credit card. We arrived last night to check in. The man working at the front desk had an ear phone in his ear during the entire time we ATTEMPTED to communicate with him. I told him very clearly not to charge the card on file used to hold our room because we wanted him to charge mine (so I could obtain the cashback awards from it). He wasn't paying attention (or could not hear me because of that ear phone in his ear), and he charged my girlfriend's card anyway. After informing him of his mistake, I then requested that he credit my girlfriend's card before charging mine. He said he is not allowed to do such things. He phoned a manager, who told him to tell us that he would be on duty the following morning "starting at 7 or 8" and would take care of the credit card mix up for us any time after then.

I then asked this employee about late checkout the next morning, as we are musicians and were attempting to checkout at a time that fit our performance schedule. (We are accustomed to being allowed to check out late at IHG properties because we are both IHG Rewards members.) He said he did not know anything about that, and we would have to therefore direct this question to the aforementioned manager the next morning when we saw him.

The next morning, when my girlfriend talked to someone whose name plate read "Nikki" at the front desk about the late checkout, she told my girlfriend we would not be allowed to check out late. Her attitude was very indifferent regarding our schedule. We get that late checkout was not possible, but she could have at least been apologetic and respectful. And why couldn't the employee we spoke to about this the previous night give us this information so we would not have been so off balance regarding planning?!

We then asked "Nikki" about making our credit card issue right. She very rudely told us that there was nothing she could do about that. She said that we had no choice regarding which of our credit cards we wanted to use for our room charge. When we told her that the gentleman we spoke to at the front desk the previous night promised us that the credit card issue would be made right by a manager, she all but accused us of being liars, as she said, "Managers don't even work here on weekends!" When I informed "Nikki" that I would be documenting her unacceptable attitude and behavior via Google Reviews, she said with a very cavalier tone, "That's fine. I don't care about Google Reviews."

We did not like that customer satisfaction was in no way a concern to those working at the front desk at this motel. The worst part of this was "Nikki's" rudeness, disrespect, and poor attitude. Basically, what she did was provoke a confrontation. If she would have been apologetic and respectful, we would have not been exactly happy, but we definitely would not have left the hotel so upset.

We stay overnight once or twice per week in Plano due to our music performance schedule. But we definitely will not be staying at this hotel again because of how we were treated. The employees there do not care at all about customer satisfaction. What is even worse is that some of them, such as "Nikki," are very rude and disrespectful to customers.

This hotel would be a very nice place to stay if not for these employees who clearly do not believe in quality customer service. (The only other issue we had was the traffic noise coming from George Bush Highway, over which the employees obviously have no control.) Do yourself a favor and find another hotel to stay in! There are numerous ones in that area. I have been around a long time, but I have never been treated so poorly by employees...

Lanita the front desk agent is very rude and unaccommodating. I called the front desk around 1 pm advising a smell in the room. It smelled as a dog was there, she offered to have housekeeping come and spray I then stated what would spraying do? She advised she would have a supervisor come and talk to me the supervisor never came and as I walked out to leave for work. I advised that the supervisor never came (no apology just simply starred, as I continue to walk to the door) advising that I would have to then deal with this after work which would be after midnight. I called and was interrupted every time I spoke by Lanita not only did she insist on advising she couldn't switch my room she never provided an explanation, apologized or even seemed to care she just kept interrupting me as i was speaking and was placed on hold several times as she stated she was getting the supervisor which never came to the phone. I thought I was booking a nice hotel as I have never had any issues with Holiday Inn Express I will not stay at this location again. It’s not customer friendly at all and they are rude and to think the manager never reached out to attempt to resolve the issue. Should have been handled differently. There was no type of effort to anything. Thanks for nothing.

Additional update:

12:51 am 03/28/2024

Came in from work bed made, ODOR STILL REEFS but the they had obviously came in the room because one of the beds were made. Took all the towels but failed to leave new towels. I had to go down stairs and Stephanie who is the night Front desk very nice and listened to the situation and advised she will send email to the Assistant General Manager. Provided towels as well. However in all I am very livid with this experience and to still not make it right by cleaning the room or even mop the floor or provided even an apology for the inconvenience (not Stephanie very apologetic and the least she could do was provide towels) but the others is really insane. Let’s see what happens with the general manager if they even reach out. This is totally insane. I encourage everyone to read the reviews. Most of the time they are pretty accurate. I did nothing but kindly book a reservation and received the poorest customer service experience ever. As a travel consultant I would never treat my members like this. STAY TUNED😑🤬😡

Additional update 03/28/2024 @ 12p

So as we were preparing to depart. The housekeeper knocked on the door I advised we were getting prepared to depart and she walked away. The next thing you know the is a BANG on the door advising to open the door NOW. I advise one second we are getting ourselves together the next thing you know the Plano police knocks. There were no disturbances, no contact from anyone even at the am shift change. I once again work until midnight so I wasn’t awake during the early morning hour. Not once was I defiant or made any type of scene at all through this so there was no reason for the police to be called. Totally uncalled for. And the woman would not give her name or a thing. Terrible! Not to mention if she was the manager or whom ever it was very unnecessary for this to end the way it did. She would not provide a business card for corporate. When the police asked she she stated she didn’t have any! As a MANAGER OF A BUSINESS WHO DOESNT HAVE BUSINESS CARDS!!! And ended up with a Cannot come to this hotel again! Please do...

DO NOT STAY HERE! Upon check-in, the person at the desk acted as though they were bothered by anyone wanting to check in. He was wearing earbuds, and never took them out, and was clearly distracted by listening to them instead of the conversation that is necessary to check in. He charged the wrong card--despite being told before hand which card to charge, and then being given the card that we wanted charged (so we could get the points/cash back for our stay on it). After we pointed out the error, he said that he couldn't fix it, that only his manager could do that and they would be there in the morning. He called his manager on the phone and asked about this, and told us his manager would be in the next morning to take care of it. We asked what time the manager would be in, he said by 8 or 9, and that the manager would be there all day. Incidentally, he never apologized for his mistake in charging the wrong card, or for inconveniencing us, nor acknowledged that he did anything wrong. We asked for a late check-out (as IHG rewards members). He told us he couldn't do that, but we could ask his manager in the morning. The next morning when we checked with the front desk about both of these things, we were treated SO rudely. The woman acted as though we were bothering her to ask anything, and then almost laughed in our faces when we relayed the conversation from the previous day about the manager being there to correct the charge and inquire about late check-out. She said the manager NEVER works on weekends; when we stated that he had called the manager in front of us (or appeared to call...maybe he didn't?) and then behaved as though the other person never called or said any such thing. She also never apologized for any miscommunication (on their part), or confusion. She was indifferent and unconcerned with anything. When asking about late check-out, she was, again, rude, and said that she could only give us an additional hour (to noon). Again, no type of apology that she was bound by policies, etc., and that was the best she could do--very much a "take it or leave it, I don't really care" attitude. Contrast this rude and indifferent treatment with our previous stay at another IHG property down the street (Candlewood Suites)--where we were actually treated with courtesy and respect--and the choice is obvious. Do NOT stay here unless you are desperate and ALL of the other hotels in the area are completely full! (I have also stayed at the Comfort Suites in the same block, and they treat everyone nicely, too.) While at the front desk in the morning, we observed this indifferent treatment by this woman to ALL guests who were checking out. She clearly hates her job and REALLY hates working with the public. She treated everyone with contempt and utter disdain--everyone was an interruption. Incidentally, there was another woman at the front desk who we never saw helping (or attempting) to help anyone--she was just sitting there the entire time, as though she was bored and simply counting the hours/minutes until she...