Quality Suites Irving-Las Colinas — Hotel in Irving

I had a horrible experience at the comfort inn in Las Colinas Texas . The woman (Lashay) at the front desk was very rude and condescending and purposely put us in a room that clearly had just been checked out of. Not only that all of this happened and she did not have a mask on at all and I’m not sure if the guy that was in the lobby with her laughing and giggling was a worker or a friend of hers who witnessed the entire situation. She refused the receipts at the time to check in and also refused to give me my full amount that was owed or being charged to my card and later I found out that I was overcharged and I didn’t even stay. When she asked did I want another room I told her yes then she told me that that’s all I had to say and getting an attitude when I confronted her about her professional. The rudeness and lack of customer service has really appalled me considering I am a choice club member. I have never had an issue at any of the choice hotels in my life. She called me offensive names including mentioning my race and I end up calling the police to see if they could possibly give me a receipt or proof that she checked me out of the hotel. The lady Lashay lied and said that I damaged the room. Why would I call the police if I damaged the room? Oh and I originally asked for another one before deciding to check out. There is proof that I was in the room less than one minute to only take pictures to prove that the room was messed up. And while waiting on the police I noticed she was in the room looking out the window at me. As I try to grab a picture of her looking out the window she immediately close the curtains and stop looking out the window. I want a thorough investigation done on the incident that I experienced I want an investigation done on the time that I use my guest key card to go into the room and come out and an investigation done on her going into the room to check it to prove that I did not damage anything in that room. The discrimination I felt the entire time I was there was unbelievable even the police told me they did not believe her and they gave me their office number so they could refer me to speak to a civil court lawyer. They described Lashay as being loud and overly exaggerated. I’m very disappointed that I was harassed and judged by the color of my skin. It was evident that the moment I walk through the door Lashay had a problem with me and tried to throw her position around and continue to lie about being a store manager when in fact she is only the assistant manager and refused to give me a receipt or to prove she even checked me out. I have since talked to the Choice customer relations department and they have told me that they will fine the hotel for the incident and that they will be doing an investigation. They also informed me that the hotel must provide a refund or compensation which they have yet to do. I also have proof that i’ve followed the police orders and called up to the hotel to speak to the general manager Cheryl. When I called the hotel, Lashay lied and said that she was Cheryl and then admitted who she really was. But yet lied and said she was the manager and that Cheryl did not want to talk to me and that they are still refusing a refund for me. I gave this information to the corporate and they are assuring me that they will rectify the situation. But I feel like I have been severely harassed, humiliated, and discriminated against by a company that I always choose for my travel endeavors. I’m strongly considering filing a civil suit against this hotel. In my career in property management I would think that hospitality is very similar. As a property manager I have never treated a guest/prospects/Resident in the manner that I was treated at this hotel. And they must be held accountable for and at the moment they are not. I have still not heard back from the hotel which corporate is saying is required and if I don’t hear back from them Choice will take...

This location is in serious need of repair/assistance. Nothing about this stay was enjoyable, except the clerk who checked us in, he was very kind. Upon check in, it was already late and we were just ready to rest. Our room was far from the slightest of what I'd expect from a Choice Comfort suite's. Upon entering our room it was hot, so we turned the AC down hoping for it to cool down pretty quick.. but they was not the case, it did cool down some but not very much. Multiple things in the room were broken, ac, closet door, exhaust fan hanging, TV didn't work, floor left your feet dirty, tube of caulk on the bathroom counter. All things I could deal with until I went to use the toilet and noticed their was literally remaining poop on the toilet set from a previous guest. Disgusting. I ended up cleaning the toilet up myself enough for us to use and go to bed. We left out early for our event Saturday morning( room was still hot along with the hall way and elevator that felt like it was going to die any moment) and attempted to eat breakfast or what is supposed to be, only thing edible was the waffles and packaged items.. everything else was disgusting, even for the five kids traveling with us. We were gone most all of Saturday, so hoped the room would be cooled off from being closed all day... Boy were we wrong. We came in and showered and left for dinner, by 9 pm it was cooler in the hallway than our room and my 11 it was uncomfortable. I called down to the front desk from the room phone 3x with no answer, so proceeded downstairs where there was no employee to be found for nearly 15 minutes with the exit side doors proper open, which don't we very safe... I explained the man when he finally came back the above and he said he was doing an inspection... At nearly midnight. Apparently, I must have looked stupid at this point because he asked was I sure I had the controls on right.. Obviously... He proceeded to tell us the hotel was sold out, which prompted myself to ask what,but then somehow found another room that was smaller than ours available and offered it to us for the rest of the night. We took the room and moved out possessions downstairs at this point it's after midnight, were annoyed, hot and tired. We were in a two queen and sleeper room to begin with going to a king with sleeper, so both my teens had to sleep on the sleeper. We went to the front desk yet again to ask for bedding for the sleeper and were given three sheets and asked could we go get out bedding from our previous room..So back upstairs we went. We finally got into the new room and attempted to make the sleeper with the sheets provided that were torn up and stained. We finally got settled back down about 1 a.m. just to get a few hours of cool sleep in a room that smelled like mildew and smoke terribly. Attempted the breakfast again this morning before leaving, same terrible experience. When check-out the agent could care less about anything, no apologies for the disgusting experience we had. We had two rooms and our other guest room was just as terrible and was just told "oh okay" by the agent. This stay was far from enjoyable and nobody really even cares. This hotel needs serious help and to acknowledge guest when things aren't up to par or even close. I could never speak to a...

I rarely write reviews, but after my experience at Quality Suites Irving-Las Colinas, I feel compelled to share just how incredible their team, especially the manager, Carol, truly is.

Due to a snowstorm that caused widespread flight cancellations, I found myself in a bit of a bind. My father-in-law had driven us all the way from Arkansas with my wife and three kids, and while I knew cancellations were a possibility, Volaris waited until the last minute to announce that our flight was canceled. That left us with little time to make a decision. Of course, the cancellation was officially announced just after we arrived at the airport.

While the airline rebooked us on another flight, finding a place to stay that night was another huge challenge. Everything nearby was booked due to the airport shutdown, and with three kids in tow (ages 13, 9, and 2), the situation was looking pretty bleak. That’s when I encountered Carol, the manager at Quality Suites Irving-Las Colinas.

Carol is a hero.

Not only did she personally drive the shuttle to pick us up at the airport (a big deal considering that most Ubers were unavailable and prices were through the roof due to the storm), but she also made sure we were comfortable despite the challenges the hotel was facing. Many staff members couldn’t make it in because of the weather, yet Carol took the initiative to step up in a big way. She drove the shuttle, coordinated check-ins, and made sure we had courtesy food since nearby restaurants were closed. It was clear that she was doing everything in her power to make sure guests were taken care of, even in a difficult situation.

The front desk staff was incredibly friendly and efficient, even under pressure. As for the room, it was beyond my expectations—clean, spacious, and comfortable. In fact, it was far superior to some of the more expensive 3-star hotels I’ve stayed at in the past.

In short, Carol and her team at Quality Suites Irving-Las Colinas truly went above and beyond. They turned a stressful, chaotic day into a much more manageable one, and for that, I’m beyond grateful.

If you’re in the area and need a place to stay, Quality Suites Irving-Las Colinas is a solid choice. And Carol? Well, she’s the reason I’ll remember this hotel fondly for a long...