Holiday Inn Express & Suites McKinney - Frisco East by IHG — Hotel in McKinney

BEWARE I’ve stayed at this hotel multiple times and it’s ok as cleanliness goes. The breakfast is not great. The lobby staff are ok, some better than others. They will see a do not disturb sign on the door and proceed to repeatedly knock on the door all morning when they clearly have a clip board that shows you have a late check out and after you tell them as well. I guess them knocking multiple times during the morning is their way of rushing you to check out. They charge you for the room and deposit which all hotel staff confirm is $25, then once you get your room key and walk away they try charging your card again for different additional amounts through the night thinking you are not paying attention. They have done this multiple times now to both me and my husband who are both IHG gold members. We ask the front desk staff what the additional charge is for and none of them know and it’s never for the same amount. We went in yesterday to check in and we paid for the room and the deposit and were given the room key. As my husband walked away to head toward the room the lady at the front desk stopped him saying the additional charge didn’t go through. He asked what additional charge and she didn’t know what it was for so she went to get the manager Russ. He came out and also couldn’t give a valid explanation of the charge, he just kept repeating it’s his policy and didn’t allow us to check in unless we paid an additional fee after the keys were already in hand. The fee would be fine, but the problem is it’s not listed anywhere, the manager couldn’t explain it, the staff knew nothing about it, IHG knew nothing about it, and it should be one set amount, not some amount he changes when he feels like it. Also it should be charged at the same time as the deposit and room charge. They always attempt the charge well after you’ve paid for the room and deposit. So this manager Russ tells us to call IHG which we do and we tell him not to cancel the room when he asked and he says ok. We call IHG and they call him and I’m not sure how that went, but IHG told us the issue was resolved and we should be good to get the room. We go back inside and Russ says he canceled the room because we filed a complaint with IHG. So he is very unprofessional and retaliated because he thinks we filed a complaint. If IHG got onto him about the unexplained charges that’s on him since he’s the one that advised we call them. To cancel the room after we specifically told him not to when he asked is petty and there were other people in the lobby when we told him not to cancel. So that put us out of money for a room we paid for and couldn’t stay in and we had to pay for another room. He then proceeded to call the police and lied and told them we didn’t have money for the room, when we had already paid and had the key in hand, and told them we’re not welcome back on the property. We were in the car on the phone with IHG at the time he called so whatever lie he told the police didn’t hold up especially after we showed them the key. I will be contacting my lawyer because that could have gone very bad from a lie he told. The police recommended another hotel nearby. I’ve definitely filed a complaint now so they can look into this shady business that Russ seems to be running that his staff claims to know nothing about. My advice when checking in here is to pay attention to charges to your card through the middle of the night for...

1.) Upon walking in to our room, we were met with a very unclean, almost dirty laundry smell, likely coming from the lack of cleaning their carpets or mopping hard surface floors. The bathroom floor looked quite dirty. 2.) Our reservation was made for 4 guests, however there were only 2 sets of towels. We had to ask for the other 2 on first night stay. 3.) The hotel lacked desperately for updates and clean lobby furniture. The sofas have fabric seat cushions of a light color and they had several stains on them. Quite unclean. 4.) They did not clean our room between nights. Beds were not made nor were the towels replenished with clean ones. At 9pm on night 2 we arrived back to our room and called desk to bring the towels and they were out of bath size towels, and said they were short staffed and unable to leave desk yo bring us other towels. They required that we go to lobby to retrieve them. 5.). Water was not very hot and the shower head pressure was affected to a trickle when other guests were flushing toilets. 6.) They lack very much in house keeping overall. The desk lamps sitting on the club height lobby tables had a 2-3 week layer of dust on them. 7.) Their free hot breakfast was powdered eggs, link pork sausage, biscuits, hash browns. All of average quality. The kitchen was slow to replenish. The coffee was medium roast and not anything special. 8.) The lobby was well lit and had a printer and 2 monitors out in open, where a passer-by coming from elevators and hallway rooms can look over your shoulder to see your monitor display. 9.). The hotel is in dire need of updates and a deep cleaning. There are worse out there but there are much better just down the street within the same price range. 10.) The a/c is a single wall unit that will not stay on cool compressor a/c air, only blows on fan mode when the set temp is reached. It was rather warm most of the night due to outside temp being in the 60’s. Be sure to bring your own fan. 11.). The mattress topper was comfortable, just slightly a little too soft. We prefer medium-firm.

We will not go back here if we ever had future reasons to stay in...

Well, where do I start here....There is a group of us that travels frequently for work, and prior to the beginning of the year, this place was awesome. Not sure what happened...I'm assuming a different ownership took over. This place went from a 4 star to a 1 star for all of us who stayed there. All of us are going elsewhere at this point. There have been so many issues each time we traveled recently, I don't even know where to begin, honestly. We typically stay for 4 or more days at a time each time we go. Here are some of the issues...||When staying many days, you need to go downstairs to ask (or beg) for coffee pods for your room. They could only provide me with decaf 3 days in a row. If you're out of regular, go get more. The pods were from Sams or Costco.||Had pubic hairs in my shower (not mine).||Looked like old snot on the walls, which was never cleaned.||A dirty full-length mirror, which looked like a dog or a child was licking. You would think that would be cleaned prior.||Items not working....lights, air, blinds, and sinks clogged.||Pillows smelled like they had not been washed in years.||Towels are terrible||They need to teach their non-English speaking cleaning staff how to correctly fill the shampoo, conditioner and soap bottles that are locked that they provide. There has been a few times that I end up putting conditioner in my hair thinking it was shampoo and vice versa. Most of the time they are mixed so you just don't know what you are going to get.||Breakfast had the incorrect signs in front of everything, again, an English-speaking issue. One time, my omelet was still frozen. All the guests in the breakfast area was complaining.||They used to provide toiletries if you forgot something. However, all of those signs in the bathrooms stating that were removed.||So with that said, I hope the new owners can get it together. Don't be so cheap! The front desk people for the most part just keep apologizing, but it's not their fault, and they have always been decent to deal with.||Good Luck...