Comfort Suites The Colony - Plano West — Attraction in The Colony

Out of all my years of traveling this is the 2nd worst experience I've had! I always check the beds, couches, bathrooms, etc for dirt, hair, filth, stains, BUGS (see pictures), etc. After turning down the sheets on the bed closest to the door there was a bug. Initially I couldn't tell if it was dead or alive. My 19 yr old goes downstairs to let them know there's a bug in one of our beds. She returned saying the guy who checked us said he'll send someone up. We leave, I let the same guy know we'd be gone for a few hours. He assured me the issue will be resolved before you all return. 4 hours later we return, get to our room & the bug is still there. Myself & my 4 kids head back downstairs. Now there's a young lady working. I asked was she aware there's a bug in one if our beds. She looks confused, looks at a notepad & tells me no, there's no note of a bug. I tell her she's more than welcome to go look. She tells me "this is only my 2nd day, I'm in training, & the only one working I can't leave the front desk unattended". I let her know I understand & ask her what are they going to do to correct this wrong. She tells me "unfortunately nothing can be done". I let her know that's unacceptable. She replies housekeeping is gone, & there's nothing we can do about it. I tell her she needs to call the manager, property owner, corporate, whoever she needs to in order to fix their wrong! She tells me "I'll call him". Not sure who "him" is/was. She gets off the phone & tells me "housekeeping can change the sheets in the morning when they get here, there are no other rooms, the best I can do is give you sheets to change yourself". I tell her I'm not, nor are my kids touching that bed with a bug in it. I'm not employed by Comfort Suites, & not apart of their housekeeping team, I paid like everyone else for a sanitary, peaceful room. She replies in that case there's nothing to be done. I let her know yes there is, & I'm not leaving out the lobby until there is. I ask her if it were her, & if she has kids would she sleep on or allow her kids to sleep on a bed with a bug (not knowing what kind of or how the bug got there/ bed bug). She says "it's not me ma'am". I reply letting her know her reply confirmed since it's not her she doesn't care. After a few moments of me staring at her in disbelief she offers to change my room (which no other rooms are available) is what she started off saying. I tell her that's fine. I get the key for the new room, head to the old room to check if we'd left anything. Get back to the new room. Strip search it down too. It seems to be clean. Maybe 10 - 15 minutes later there's knocking on the door. Wow it's the young lady from downstairs who told me not even 20 minutes prior she couldn't leave the front desk unattended. She's asking for the keys to the bug room & I kindly give them to her. NEXT: At check in, I informed the gentleman I'd be doing late check out. He told me he noted my account & I was good to go & wouldn't have to check out at 11am. 10:33 am comes to my surprise there's beating on the door. It's housekeeping (the ones who'd change the sheets in the morning in the bug room) saying check out is at 11 am. I call downstairs & the gentleman who answers says there is no note on my account regarding late check out. At this point I'm over this hotel, & this staff, we all shower, get dressed, head downstairs to leave. I return the key to the new room & ask for a receipt. Gentleman tells me he can't give me a receipt since it was all done online. WtH I ALWAYS book online & at checkout I'm always provided a receipt. I didn't even respond to his statement, got my babies & headed to the state powerlifting meet. This stay was ridiculous!! They need to throw the whole hotel...

My family of three stayed at this location for 3 days. It’s in a great location, directly across from Top Golf and right off of the Tollway. There are several restaurants and Walmart is just down the block. I booked this stay on the Choice app. I am in a wheelchair so I booked the wheelchair accessible, 2 king size beds in a suite. We stayed on the first floor but they do have an elevator for access to the 2nd & 3rd floor rooms. The room was very nice. The beds were very comfortable and the bedding was clean. The bathroom was huge and accessible for my wheelchair. I was even able to get into the bathtub and take a bath the first night. I don’t get to do that often, so it was a little treat for me! The commode set high and it was easy to transition from my wheelchair to the commode with the help of the bar next to the toilet. The sink set up high and was cabinet free underneath so I could roll under it to use it. The TV was brand new and I was able to login to Netflix, Hulu and several other streaming services. Plus, there was satellite television with local news channels and many other channels. My 10 year old son loved that! The couch & little living room area hand a cute, round coffee table with a little chair that pulled out from underneath it and it was the perfect place for my son to eat. The air conditioner was awesome and kept us almost chilly! The breakfast area was big, clean and they have a wide variety of hot & cold breakfast items. The breakfast potatoes they serve are delicious and was a favorite for all of us! The waffles are huge in the shape of Texas and they had regular waffles and strawberry flavor too! The staff were great and very friendly! The front desk clerks were friendly, the maids were very polite and they talked to my son and even taught him a little Spanish. He enjoyed that. The Manager of the hotel was very nice and accommodating! The lobby is beautiful. There is a nice patio outside in the back for smoking. We even met a few long term guests that were friendly and helpful with advice on places around the area. Now, here are the negatives, the pool area is closed for remodeling. When I booked on the app it didn’t say that and it usually does. My son was disappointed because he loves to swim. The staff was apologetic at check-in when we found out. It wasn’t as bad as he thought it would be and we found many other activities around the area to keep him busy. The refrigerator & microwave was nice but it was in the corner of the living room area and it was hard for me to use in my wheelchair. My son & husband had no issues using it though. I would suggest moving it around to a different area so it would be accessible to someone in a wheelchair. The only other thing that happened was on our last night stay, from 8:00-11:00pm, the water in our room was turned off due to a leak in another part of the hotel. We needed to do laundry but the water in the laundry room was also turned off. So, we went to bed and decided to take showers on the morning after breakfast. We ate breakfast and tried to shower around 8:00am, there was water but no hot water. We informed the manager and he got a repair man immediately to fix the issue but by check out time the issue still wasn’t fixed. None of us got showers that morning before we left but we were understanding and didn’t complain. I would definitely book at this hotel again when the pool remodel is finished. The minor issues were the reason I gave 4...

The hotel is visually appealing and clean, the staff are nice and will attempt to accommodate you for anything going wrong, and my first impression was positive, but there are things completely out of their control that the owner and upper management need to step up to fix.

First off, there is an issue with the WIFI in some rooms, this particular issue impacted my stay because this was a work trip and I needed to use the WiFi to work. I complained to the front desk and what I heard was “I’ve never heard someone complaining about the WiFi before.” I find that hard to believe. I’m an IT professional and yes, the WiFi worked in some areas but the APs are either not correctly configured, dated or not properly placed. The connection would drop every 2-3 minutes and fail to reconnect. The advice I was given was to turn on automatic connect, but that was in vain as my laptop would regularly attempt to reconnect. Yes- it was on. It was rather odd to walk the halls and see a slew of ubiquiti APs but the gateway led to a mikrotik webUI. Not only that, but the WIFI connection is totally insecure; data can be intercepted on this connection and I would suggest using a VPN if you’re doing sensitive work, but as previously stated, the WiFi barely worked and it sure as hell isn’t going to work through a VPN. The final straw was when I was told that the front desk has no way to contact the IT department: this is a serious flaw on behalf of the upper management. Employees of any establishment that runs internet service and credit card payments should have their IT on speed dial.

The staff did move me to another room with somewhat of a decent connection, however a speed test showed ~1 megabit. And the latency fluctuations violently throttled from 12ms-10k+ms constantly. This is nearly unusable for my use case. I was simply unable to work comfortably here

After 3 nights of missed work, the situation with the internet was untenable, and was the only reason I had to check out early.

Not only that, but there is no cable TV package, and the OTA TV they had did not work at all. The reception ranged from a mess of pixels to totally black. So not only could I not access the internet, there was little in the way of entertainment here either; and while I would usually resort to using a hotspot to meet my internet needs, the cellular signal was nearly non-existent. My coworker and I missed the lakers game because of this.

Room service did not visit during our whole stay, we had to manage the room ourselves and request towels and other amenities.

The second floor ice machine is broken, and judging by previous reviews it has been broken for over two months; which leads me to believe the owners are neglecting the basic amenities needed to make a hotel worth staying in.

I will suggest the ownership hire an IT person to rectify the internet; subscribe to a cable TV package and distribute it to the rooms, fix or replace the ice machine, remodel the sinks in some rooms, and give the front desk staff access...