I stayed the week of November 2nd, 2015. While the property is largely typical of a Holiday Inn Express, I had major issues with the Internet, and received no assistance from the front desk and a brush-off of my concerns and needs. I was extremely disappointed.

As a frequent traveler with a tight schedule, Internet access from the hotel room has become as important as decent HVAC, hot water, and a comfortable bed. It's a critical utility that I require to be able to accomplish my reason for being there.

Unfortunately, the Holiday Inn Express Dallas-North Tollway (N Plano) doesn't understand this and was unwilling and (apparently) unable to address it.

Shortly after a mid-afternoon arrival, I noticed issues with the Internet connection. I called the number on the card in the room, and the technician checked his monitoring and saw errors on the network. However, he said that they were only able to work with the staff, not the guests, so I needed to call the front desk. So I did. Unfortunately, that's where the problems started. The front desk staff first told me that they had no problems with the Internet. When I explained that the technician had seen errors, he said that he's tell his manager. Meanwhile, I tethered to my phone to get some work done, but I had a ton of data to work with, and really wanted to avoid burning GB of my data plan.

I received no call back.

I called again about 90 minutes later, and was told that they weren't able to reach the service provider but they'd try in the morning. I communicated my need for Internet access and asked that they keep trying to reach them.

I went to dinner.

When I got back, I stopped by the front desk. The same member of the staff said that the General Manager was the only person who could call the service provider, and he would do so in the morning. I would be without working Internet for the night.

I stayed one more night, and the issues were the same: packets dropping, Internet access fluctuating, issues with performance and periodic complete blocking of Internet access.

Now, while this story may seem trivial, Internet access is a business requirement. The lack of care or concern from the members of the staff was extremely disappointing. Given expectations of quality and service for this hotel, this falls far below what it should. I have not had this experience in competitive hotel brands when there have been such issues. Beware.