Hotel Indigo Frisco by IHG — Hotel in Frisco

My family and I stayed one night at this hotel, and it was, unfortunately, the worst experience we’ve ever had — especially as an IHG Diamond member.

Upon entering our room after check-in, I immediately noticed a strong, musty odor. I contacted the front desk and was told it was likely because the AC hadn’t been running and that the smell would go away once it had. Trusting their word, we left for dinner, hoping it would improve. However, when we returned, the unpleasant odor remained. I reported it again, but this time the front desk agent dismissed my concern, saying he had checked the room and noticed nothing unusual. I felt ignored, but we were exhausted and tried to make the best of it.

Later that night, after putting our son to bed around 11 p.m., I noticed an even worse smell coming from the mattress. When I inspected it, I found a visible urine stain. I immediately requested a room change, and we were moved to another room on the 6th floor. Unfortunately, this new room was next to a group of high school baseball players who were shouting, jumping, and causing the walls and floors to shake. It was past midnight, and our 4-year-old son was terrified and unable to sleep.

I had to request yet another room change. The third room we were moved to was unclean, and there was water leaking from the ceiling light in the bathroom. At that point, we were completely drained and had no energy to continue arguing. We just wanted to get through the night.

The next morning, things got worse. We went down for breakfast with one breakfast coupon for two guests. When I checked in, I had specifically asked whether our child would be able to eat with us and was told that it wouldn’t be a problem. However, the breakfast attendant insisted he was not included and was extremely rude. I was frustrated and went to the front desk to speak with the manager and report everything that had happened throughout the night. The only offer I received was some points and free breakfast for my son — no apology, no real accountability.

When I returned to the breakfast area, I tried to order another meal and asked a simple question about how beverages worked. The same staff member snapped at me, saying, “What is so hard to understand about this?” I felt humiliated, disrespected, and discriminated against in front of others. The manager had to step in, but still, there was no apology from the staff member.

This experience was unacceptable on every level — from cleanliness and safety to customer service and basic hospitality. I’ve never felt so disappointed or mistreated at any IHG property. We requested a full refund, as we were unable to rest, feel safe, or enjoy even a moment of our stay. Yet, they refused and only offered points.

I am shocked that this level of service is tolerated at a property affiliated with IHG. I hope this feedback is taken seriously so no other family has to endure what we...

This was a two-night stay to view the April 8, 2024 total solar eclipse. Choosing the Hotel Indigo turned out to be a very good choice. I liked the hotel's modern and sleek design and ambience. "North suburbs of Dallas" and "scenic" aren't often uttered in the same breath, but this was a very nice setting . . .it is adjacent to a nice green oasis with a pond, a rippling stream (OK, an artificial one, but that's OK), plenty of green grass, and walking paths.||The room was clean and comfortable, with firm bedding and crisp linens. The bathroom was larger than most hotels. Hotel personnel were friendly. Check-in and check-out were fast and efficient. Parking was free, convenient, and abundant. The fitness center featured modern, well-maintained equipment in a pleasant, well-lit room with floor-to-ceiling windows affording a view of the outdoor pool.||I would, however, mention a couple of negatives:||1. I was surprised that there was no refrigerator in the room, and I don't think there was a microwave either. Even budget hotels these days generally feature a "dorm-room-size" refrigerator in the room. For a 2-night stay, I would have liked to keep a couple of items in a fridge.||2. The bathroom and the non-carpeted portion of the room were exceedingly slippery. I slipped and fell after a shower when I walked from the bathroom into the room. Do be sure to put a floor towel in place for stepping out of the shower, and watch your step!||3. We had a negative experience at the hotel's "Parlour Bistro and Bar". After sitting down at a table for breakfast, the server advised us that wait times for food were running 30-40 minutes. We accepted that; it was the morning of the solar eclipse and they were very busy. I appreciate how hard the staff was working to try to take care of all the guests. However, after 45 minutes, we were advised that our order had been misplaced and they'd need to take the order anew, and it would be another 20 minutes. They apologized and offered to comp our meal, but we had chosen a room rate that included breakfast anyway, so that didn't really help. We re-specified our order, but I said, "Look, I am absolutely starving, do you think you could maybe just bring me a piece of toast or something while you are preparing our meals?". They agreed, but then it was a good ~12 minutes for the piece of toast to come.||In fairness, on the second morning, the restaurant was far less busy and service was "normal". And, on both mornings, the breakfast, when it finally did come, was tasty and attractively presented. In general, though, I think hotels should always serve breakfast buffet style, or at least offer a buffet as an option. In the morning, people are often pressed for time and just want to get breakfast quickly and get on...

The room was clean and well appointed, the mattress was very comfortable with quality linens, the AC worked amazing, and the front desk staff at check-in were very friendly and accommodating. When I requested help bringing my bags from my car to my room due to my disability someone was immediately called to assist. ||However, that’s where the friendliness and assistance stopped. ||As someone with a disability, I requested an accessible room, which I was not given. The room was located at the end of the hall, forcing me to walk more with my mobility device more than I should have to get to the elevators. The bed was way too high for me to get into comfortably, the shower did not have a seat. Why my request for an accessible room was ignored I really do not understand. ||The morning staff seemed to be unaware of my disability issues as well. I had ordered breakfast delivered to my room. I was called 20 minutes later and told there was no one available to bring it to me and that I would need to come down and retrieve it myself. I told her it really was not possible as I am disabled, and she said she would try to find someone but didn’t know how long it would be. By the time I did get my food it was nearly cold. ||When I called again an hour later to request assistance with my bags as I was checking out, I was told by the same woman rather rudely, “Ma’am we have carts in the lobby you need to use.” I reminded her again that as I am disabled I could not do this myself. She huffed and said, “Well, we don’t really do that.” When I told her that there had been no issues when I checked in about being assisted and that I didn’t understand why in 14 hours they suddenly don’t offer assistance to disabled customers, she very irritatedly said, “I’ll see if I can find someone.” About 15 minutes later someone did come to my room and assisted me with my bags. ||The hotel is actually very nice itself, but there’s a lot of work they need to do to accommodate guests with disabilities. There needs to be a fair amount of training for employees and some sort of compassion and respect shown to those who require assistance, which should be done at every hotel in this country, including Hotel Indigo. I’m sad to say that this particular hotel missed the...