Home2 Suites by Hilton Plano Richardson — Hotel in Plano

I stayed here due to my apartment being fumigated/sprayed for pests, the Google Reviews/rating and because the room rate was significantly less than the Home2 Suites in Plano Legacy. However, after this unpleasant experience, I realize that just because something is more savings friendly, doesn't mean you will receive the same courteousness or quality.

From the moment I entered the hotel, it was a bad experience. The front desk attendant didn't great me and was not friendly. She gave me a room on the first floor as I didn't want to be right by the elevator (I've had horrible experiences in the past staying next to an elevator when you are woken up at 2AM by party-goers/hotel guests being loud and obnoxious). When I went in to investigate, I noticed two large holes in the ceiling. I was not in the room more than 2 minutes when I went back to the front desk and asked to be relocated because I didn't want to stay in a room that had holes in the ceiling. The staff acted like I was lying about it and I offered to go with them to show them the holes and then with annoyance they relocated me to the sixth floor. I am a Gold Member and also should have been offered water and a snack (as that is a benefit/perk which is on Hilton Honors' website) and was offered neither of those things. When I mentioned it, the front desk acted like they did not know what I was talking about.

The room was old looking, stains on the wall and carpet, etc. The staff never entered my room even to do a light cleaning as Hilton properties always do before they do a deep cleaning on the 5th day of your stay. When I have stayed at other Home2 Suites, they always make your bed and change your dirty towels. The housekeeping here sucks. I was gone from 7AM-10PM the second day of my stay as I work closer to Frisco/Plano. Housekeeping was not there the morning I left and I did not have a do not disturb sign on the door. However, once I returned that night, someone from the front desk slipped a housekeeping note under my door after 10PM at night stating that I had a Do Not Disturb sign/locked from the inside and they were unable to enter. How were you unable to enter when the door was not bolted as I was the only guest in the room and I never put up a Do Not Disturb sign? Upon leaving for work the second day, I purposely left the do not disturb sign on the inner part of the door frame. When I got back to my room that night after 9PM, the do not disturb sign was on the countertop by the sink and the room again was untouched, dirty towels left and beds unmade. This is really sad and distasteful to see when Hilton claims to pride themselves on being safe and clean yet no one even comes to your room to maintain that housekeeping standard. I will never stay at this property again.

Upon checking out, the front desk attendant was nowhere to be found after I waited 10-15 minutes to drop off my hotel keys and get a final receipt. I eventually just left them in a container they have at the front desk littered with keys that says "used keys". I literally called the hotel number the moment I got to my car and told them about waiting and what else did I need to do to check out as there should always be an attendant. Tila (I believe her name was) knew I was not pleased and just emailed me a final bill. No apologies, no how was your stay, etc. This hotel really needs to improve on hospitality and customer service interactions. I am extremely disappointed and will never stay at this property again. Please retrain your staff on customer service, hospitality and guest etiquette because this location lacks all of...

For some reason we were given the handicap room to start with and was not asked if we wanted the handicap room. Now I have the handicap room and if someone handicap comes up it's not available.

Moving forward when we woke up we went to the breakfast bar at 7 a.m. we stayed until 9:00 a.m. watching The morning News and relaxing hoping the room would be clean while we were away.

We came back to the room at 9:00 a.m. The cleaning people were in the hall and had not hit our room yet. We go back to the downstairs and to the pool area and also ran an errand.

At 11 a.m. we come upstairs and the shower is on full blast steaming up everything. Fine, we go back downstairs thinking cleaning people did this and they will be back because it had not been serviced yet.

At 12:00 noon now we go back again, the shower is still steaming full blast and now I have a to-go order I picked up for lunch hoping to eat it in the room. The room is still unclean. I now inquire at the front desk and she informs me that the cleaning people are now at lunch and she does not know why my room was not cleaned and was of course apologetic. She also stated the maintenance had some leaking issues and they must have left the water on. Fine.

At 1:00 p.m. I have now been out of my room basically since 7:00 a.m.

I inquire again after eating the lunch downstairs if they are back from lunch yet and have cleaned the room? Not yet but the front desk has now spoken with the cleaners, she conveys that they say I had the "do not disturb" sign on my door which is not so when they can verify this by looking at their cameras.

But if this is the case, let's say, and the "do not disturb" is indeed on the door then why the heck did the maintenance people come in there at all to turn on the shower?? Do they enter when a do not disturb sign is on??

I believe that the cleaning people made a mistake and have a standby excuse for why they miss a room which is the old sign was on the door but this is a bunch of malarkey. I understand human error but I don't want to be lied on.

Just saying I've read back other reviews here at this hotel and others have had problems with the room getting cleaned. If you sort your reviews from lowest to highest you will see this has been a problem several times here. Other than that life is grand but there's so many other hotels on George Bush that you really don't have...

Having had to stay here for three months, I could not have picked a better, more wonderful Hotel. We got here within 3 weeks of the hotel opening. The pool wasn't even open yet, and didn't need to be as it was still sorta cold outside.The rooms are plenty large, with fully stocked kitchenettes, a large TV and plenty of storage space, asbwell as a rolling table and curtained off closet. There is plenty of lamps throughout the room that all have USB ports! The windows open up to provide an abundance of light, and when the blackout blind is down, it truly is blacked out, thank God! They allow pets here, both cats and dogs, which is very hard to find with such high level hotels. Behind the hotel is 7 acre plot of mixed-use wooded land, and in front is a grassy field stretching hundreds of feet till you see the highway. Both of which are great for walking or playing with your dog. The housekeepers come by every day during the week to do a light touch Cleaning, where they remake the beds or bring you new sheets, vacuum, dust, load the dishwasher, and clean the bathroom. Every 5 days of tour stay, they will spend longer in your room to do a deep clean. Never before have I seen such dedicated cleaning staff at a hotel. Though some may not know very much English, they have all been very kind and considerate. The front desk and breakfast staff are always welcoming and helpful in every way, whether it be key cards or breakfast foods or laundry. Lastly, they are wheelchair accessible rooms are wonderful. Everything is placed for the utmost accessibility, and the only problem is that the role in shower is slightly prone to allowing water into half the bathroom, but so be it if it means that everything works so well. My only concern is that I have not seen any way to get wheelchair-bound people down the stairs should there be an emergency where the elevators are unavailable. I will bring it up with the staff, as I know there are products for that specific purpose, and I'm sure they would be glad to provide that safety measure. Thanks for reading this, I guess, and I hope your stay here is just as wonderful as...