Holiday Inn Express Frisco Legacy Park Area by IHG — Hotel in Frisco

I have never had a poorer experience in the hospitality industry. I have left maybe 3 bad reviews in my life and in general, do not rock the boat, but this stay cannot go unreviewed. I have stayed at Motel 6’s which are 5-star compared to this place. Firstly, it took forever to check-in. Second, when we entered our room the free-standing dresser was leaning to the side. We asked the front desk person if there was anything maintenance or anyone could do about it. He came and checked on it and when he moved it, it broke he did not bat an eye and told us when we asked about the possibility to change rooms, he said first of all, "NO," and we should stay here because quote, “We were lucky because there are some people in the building who have no AC.”! We were flabbergasted but we tried to stay positive and just asked if the maintenance crew could come later and just accepted it. He said they would not come until tomorrow as it was their day off, but he did not know if they would make it to us due to the backlog of issues. We were still peeved but we just shrugged it off. Then we noticed one of the beds was broken and sagged in the middle. Again, we just moved on. Then one person in our party wanted coffee in the morning. The coffee maker did not work and spilled hot, coffee "flavored" water everywhere except the cup. We had to use all but 2 hand towels to mop it up. They almost refused to give us more towels even though we told them what happened. We had 4 women in the room, we needed more towels even if that fiasco did not happen. After asking and pleading, they gave us 2 body and 2 hand towels. We got ready for the day, took some breaths, and looked forward to going out and coming back to perhaps at least a few new towels and our old, drenched towels taken away, which we left in an area of the bathroom accessible to the cleaning staff but not were it would make the whole floor slippery and endanger the cleaning staff. I am not trying to pat ourselves on the back, I am just trying to emphasize that we do not as individuals ever blame desk or floor workers unnecessarily that are trying to do their job especially when they are not being rude. This is clearly a management and owner issue but I will mention some workers were just stone-faced and very annoyed that guests were asking for help and requesting towels. Apparently, we were not the only hotel guests having issues. That being said, we came back from a long day to damp towels still there, a broken dresser, and no sign any staff had been there at all. On top of all these issues the shower drain was broken, the handicap-accessible ramps were very unsafe (lots of cracks and uneven sidewalks as well as not a well-lit parking lot). I mention this because they also were unable to give us a handicap-accessible room and one of our members has a broken leg even though we asked ahead of time. At one point we considered asking for a refund and going to another hotel, but our stay was non -refundable, which was made VERY CLEAR by the staff. We have stayed at this hotel since I was a kid and we had not been back in a while. Now I am in my early 20s and coming here with my elderly parents and I am very disappointed at how this place has fallen from its heyday. I would never recommend this hotel and I would suggest anyone to go to the 6-7 nearby hotels instead of this one that are 10 dollars more but have fully working AC, beds, staff, and accessible rooms. I do not know who the new owners are, but it is unacceptable to open a half-working hotel with a host of issues (AC, furniture, staff, number of accessible rooms etc) and not only just accept it but also have them pay full price (around 110 a night), get annoyed when guests get frustrated when everything goes awry. If there was a lower score, I would...

I recently stayed at the Holiday Inn Express Frisco Legacy Park Area, and while there were some positives to the experience, there were also several disappointments during my visit.

Negatives:

One of the biggest frustrations was not being informed prior to arrival that the hotel was undergoing renovations. This led to a less-than-pristine environment with carpet peeling up in certain areas and paint splatters on the curtains and doors. Upon checking into our room, we had to request new sheets due to some crusty-looking material on the bed. The air conditioning unit struggled to keep the room cool, even though the outside temperatures were mild. Additionally, the hot water took a considerable amount of time to reach the taps, despite being on the first floor.

The room itself had several poorly done repairs, with visible gaps in various areas around the room and bathroom. Operating the television was more confusing than it needed to be, as there were two separate remotes with instructions provided by the front desk on how to program them. The beds were not very comfortable, and it was unclear if there are plans to replace them during the renovations. Another minor inconvenience was the breakfast juice machine being out of service for the entire weekend. The room also lacked adequate lighting, as there were no lamps or corner lights, leaving the space feeling dim.

Positives:

Despite the issues, there were some bright spots during our stay. The complimentary breakfast was fairly good, and the lady managing the breakfast bar, though working alone, did an admirable job keeping the food stocked. The staff overall was friendly and courteous, which made the stay a bit more pleasant. The snack area was well-stocked with essentials, and the in-room microwave and fridge were convenient, with the fridge effectively keeping our drinks and food cold.

The TV was large and easy to view from anywhere in the room, which was a nice touch. Additionally, the hotel's location is a major advantage, being close to numerous attractions and shopping centers. Free parking was also a plus, with a spacious and well-lit lot that felt secure.

Overall Impression:

While the friendly staff and convenient amenities were appreciated, the ongoing renovations and various maintenance issues significantly impacted our experience. Clearer communication regarding the renovations would have been helpful in managing expectations. With some improvements and attention to detail, this hotel could provide a much better guest experience...

Honestly the WORST hotel experience I have had in 25+ years. They overbooked, we booked a double bed room for our regionals basketball tournament in Feb. 2023 and they only had kings left. We ended up getting the last king room available. Upon check-in they gave us a room that was already OCCUPIED. My son opened the door and startled an elderly lady wondering why he was coming into her room. Fortunately her security latch was on or he would have walked all the way in. Came back and got reassigned another room and much to our delight, UNOCCUPIED. Had to run to Walmart late that night to pick up an air mattress since there was only one king bed for the four of us. I wish this was the last of it, but nooooooooo. So many issues like a bad movie that starts out bad but only gets worse; no hot water the first night, cable TV did not work, only picked up trash and changed out towels 1 night out of 4 nights. For breakfast there was no water, juice machine was out of order. Ran out of everything. Our last day when tournament was over and our ONE opportunity to sleep in, hotel clerk started banging on our door at 7am Sunday morning saying our credit card on file was denied. Keep in mind, I already went through this upon check-in informing them the credit card on file was cancelled due to fraud and I gave them my new card to scan and went through fine. So I come down later only to find out he was able to charge the room on the valid card that was on file. I said to him, would have been nice if he had done that to begin with instead of banging on our door at 7am in the morning waking everyone up. He just looked away, said nothing, no apology or anything.

Our entire basketball team booked a large block of rooms for the week and so many lost their double bed rooms to only kings. There were many reports of issues from howling dog noises, roaches, bed bugs, water leaking through ceiling, broken in room coffee makers, moldy, mildew smells, dirty sheets, leaky faucets, roll away bed promised but not provided, rude front desk clerks, dirty, unclean rooms, doors that don't lock properly, sewage smells, cold breakfast food, overwhelming chemical smells, faucets falling off, shower curtains too short resulting in soaked bathroom floors, key cards not working and having to be re-programmed constantly, access to fitness limited since key card did not work. Needless to say we will never stay at this hotel again, by far the worst hotel experience we...