Holiday Inn Express & Suites Plano West - Frisco by IHG — Hotel in Plano

I stayed the week of November 2nd, 2015. While the property is largely typical of a Holiday Inn Express, I had major issues with the Internet, and received no assistance from the front desk and a brush-off of my concerns and needs. I was extremely disappointed.

As a frequent traveler with a tight schedule, Internet access from the hotel room has become as important as decent HVAC, hot water, and a comfortable bed. It's a critical utility that I require to be able to accomplish my reason for being there.

Unfortunately, the Holiday Inn Express Dallas-North Tollway (N Plano) doesn't understand this and was unwilling and (apparently) unable to address it.

Shortly after a mid-afternoon arrival, I noticed issues with the Internet connection. I called the number on the card in the room, and the technician checked his monitoring and saw errors on the network. However, he said that they were only able to work with the staff, not the guests, so I needed to call the front desk. So I did. Unfortunately, that's where the problems started. The front desk staff first told me that they had no problems with the Internet. When I explained that the technician had seen errors, he said that he's tell his manager. Meanwhile, I tethered to my phone to get some work done, but I had a ton of data to work with, and really wanted to avoid burning GB of my data plan.

I received no call back.

I called again about 90 minutes later, and was told that they weren't able to reach the service provider but they'd try in the morning. I communicated my need for Internet access and asked that they keep trying to reach them.

I went to dinner.

When I got back, I stopped by the front desk. The same member of the staff said that the General Manager was the only person who could call the service provider, and he would do so in the morning. I would be without working Internet for the night.

I stayed one more night, and the issues were the same: packets dropping, Internet access fluctuating, issues with performance and periodic complete blocking of Internet access.

Now, while this story may seem trivial, Internet access is a business requirement. The lack of care or concern from the members of the staff was extremely disappointing. Given expectations of quality and service for this hotel, this falls far below what it should. I have not had this experience in competitive hotel brands when there have been such...

I have been in hotels for the last three weeks, and I have been surprised to see complete lack of customer service, quality of products, and how RUDE hospitality and Lodging employees are. For instance I stayed at a beautiful Holiday Inn express yesterday close to Addison. And I was shocked, even angry at how RUDE and disrespectful housekeeping was to me. Two girls in the stairway, called me a gabacha, and vejita. It was close to bullying. Breakfast server, was just hideously rude, and even the front desk clerk( am) shift was grotesquely power hungry.( My key was demagnetized, when I went out to smoke, I asked her to rescan it which she verified tons of information on my hotel folio, which I appreciated, until after I had given all the correct answers, she began to speak to me as her subordinate and tell me I should have had my ID with me... and she wouldn't do that again and even if I answered the questions... It went in and on.. until I finally told her I went out to smoke the key was fine when I went out. iT was her tone and mannerism. SHE WAS ALMOST ABUSING HER POWER OF EMPLOYMENT. Every employee that I encountered except for Brooklyn, and AhMAd, were almost abusive. THE HOTEL GM walked outside while I was smoking and stood with in 6 ft of me and for the entire ten minutes we were out there(alone) she never smiled at me, or even acknowledged my existence.,... I wondered if her employees thought it was ok to treat guests like that because she did. I don't know, it was kinda sad, it is a beautiful property, but the majority of staff were awful. Beds were great, decorations were beautiful, TV , showers everything was great... But staff made racial comments, and were I am embarrassed to say it.. but they were abusive. SORRY. IHG but this stay was a deal breaker.. Really soured me to Holiday Inns... Don't think I will be as loyal to the brand ever again, and I definitely won't go back to...

I stay at Holiday Inn Express/Holiday Inn almost exclusively when I travel, which is on average 15-20 nights a year. This particular Holiday Inn Express was a disappoinment. Despite the signs all over their office and behind their counter that friendly service is a must, that was not was I saw. They were not rude, just not helpful. The first problem came at check in when my information had not been transmitted correctly (I understand this is not their fault) so the room I had reserved was not what I received, my priority club number was not included and the one special request I had was not transmitted. I ended up having to reserve and pay for a second room in order to accommodate my family. The gentleman at the desk was not helpful at all and did little to apologize. I also was told I did not have the ability to find another hotel since I had already checked in (literally walked into my room and walked right back out). Two of the five nights we were there, our room was not cleaned. We did have the "Do Not Distrurb" sign up for approximately 45 minutes each day for my son's nap, but otherwise we weren't even in the room. When I asked the front desk about it, they were unable to help other than to give me clean towels. Also, it seemed as if the staff at the breakfast area were more interested in watching TV then with keeping the breakfast area stocked. Overall, not a bad experience, I was just disappointed because I normally love Holiday Inn/Holiday Inn Express and have come to expect terrific customer service. So, I admit, my standards are high. When I brought my less than good experience up with two different staff members, they appeared as if they didn't even care and basically ignored my comment. Knowing the experience I've had at other Holiday Inn Express locations, I will choose a different option on my next trip to the...