NYLO Dallas Plano Hotel, Tapestry Collection by Hilton — Hotel in Plano

I stay at this hotel (this particular location) regularly and I have tried very hard to avoid leaving a poor review because I hoped that my feedback would be listened to and that things would improve; sadly they have not. This review is to highlight just how comabitive, disrespectful and condescending the housekeeping staff (specifically the housekeeping supervisor) is at this location. I have complained about that department no less than 8 separate times. On my most recent stay, I had housekeeping banging on my room door at 8:30am in the morning on the first morning of a 3 day stay. Please note check out is not until 11am and I was not due to check out for another 2 days. Plus, my do not disturb sign is ALWAYS posted outside my door from the moment I check in till the moment I check out. I also had to subject myself to a ridiculous interrogation by phone, as to why I was requesting extra bath gel (the shower products in my room were almost empty upon my check-in). I waited one hour before the housekeeping supervisor decided to give me shower gel (it did not escape me that the bottle I received had only 1/4th of shower gel in it. I had to shower on my last day, using the tiny bar of hand soap provided. Several times this housekeeping staff and supervisor have harassed me in the mornings banging on the door. I'm a patient person and have given them several benefits of doubt but at this point, I will have to explore other more civil hotel establishments in the area. The behavior by the housekeeping staff is not just unprofessional but also embarrassing.

Two week update: After having a discussion with hotel management and housekeeping management, I was given the impression that things would improve. It is now 2 weeks later and things got worse.

A) I was assured my room would always have shower gel prior to check in. However when I checked in this weekend the bottle was empty. I mean empty. I went to the front desk because I expressed I did not feel comfortable anymore interfacing with the housekeeping staff. I was told I would not have to going forward...which leads me to the second issue.

B) the very same person who assured I would no longer have housekeeping harassing me, came out to the front desk to tell me that the only way I would receive shower gel is if she walked into my room herself to inspect the bottle before replacing this basic amenity. This woman's name is Takiyah Ector (house keeping manager).

C) given the consistent harassment from her and her department, I told her not to bother because I would go to CVS to buy my own. This woman waited till I left the building, to enter my room (without my permission). I knew someone had been in there when I returned because my key no longer worked and some things in the room were different/had moved. One staff member tried to cover this up by lying and saying the woman who entered had tried to contact me. This is a lie. I had my phone on me all day. They did not try to call or email me at all.

I know of at least one other customer who complained about this woman barging into his room around checkout time (while he was not decent), without permission.

As far as hospitality goes, this is by far the worst experience I have ever had at a hotel. I have never been so frustrated by a hotel, to the point of tears. After 10 months of being a loyal customer, this hotel has treated me the way a thief would be treated. They have also invaded my privacy with no just cause. I feel violated and disrespected, and quite frankly disgusted. I will never stay here again. Book at...

Booked our room through the hotel website. Hotel knowingly overbooked the room we wanted. We booked ahead of time and pre-paid a month and a half prior to our end of October stay. Rooms were booked already from February for a bridal party. When we were given an alternate room, because we were told our room wasn't ready, yet it was not equal to the one we paid for. When we let them know and told them we were unsatisfied, we were told there were no refunds available since we pre-paid online. They offered us a $30 breakfast voucher for the cheaper room, which in no way was equal to the difference in the price of the two rooms. The clerk behind the desk gave my husband the number for Hilton Rewards to call and discuss a refund. When the manager came out, she told my spouse that "they don't issue refunds for any reason, not even in cases of death" insinuating that there was no reason to call the corporate office and ask for a refund. We left with our things and called and were told by Hilton Corporate that they would have an answer back on if they would issue a refund. We found out that the hotel knowingly over booked the room and were not going to be able to give us the room we paid for and were unwilling/unable to give us the difference for the cheaper room we were given. The refund clause is very clear that once you book there is no refund for a cancellation, but it does not stipulate what should/would happen if the hotel is unable to provide what they promised. Hilton Corporate discussed the issue with the hotel and found the hotel ultimately at fault because the bridal party (as part of their contract I was told) had booked the rooms in February that we then booked and paid for in September. We should receive a full refund but the manager at the hotel was less than helpful and if we had not been able to make other arrangements for our stay, we would have been out a significant amount of money for a room that we did not receive, and that the hotel had no plans on providing. We never received a phone call from the property that Hilton Corporate told us would be coming. We were not issued a refund without intervention from our credit card company.

EDIT: March 6, 2023 I was contacted by a representative of the hotel to tell me that my case was not fraud and that since we stayed at the hotel (we did not stay) we had to pay for the room. She also informed me that the rooms were equivalent in price. As of this current writing, the price difference between the two rooms is $65. She continued to try to badger me and was also clearly not paying attention to the conversation as she was speaking to someone else in the back ground helping them find something, while clearly still trying to get me to pay her money. She then put me on hold to help the other person. This customer service that I have been presented with is unacceptable and I feel like I'm being bullied into paying for a service that was not rendered nor could it be rendered.

BOTTOM LINE: Do not pre-pay for a room with hilton, because if they screw up, it is you who will still pay the full price. And I'm sure if the room had been "upgraded" I would have had to pay...

As you approach this building in the busy area of Frisco/Plano borders, you can tell immediately that it isn't like most Hilton locations. I stayed at a Canopy location a few months back (and just realized that I never posted a review, so look for that review next) and this one reflects a desire by the 'suits' to give it a different vibe. Definitely a masculine approach - dark lobby, dark rooms - very dark rooms. I treated my granddaughter to a stay-cation last weekend while she's spending the summer with me from SC. My plan was to take her to the Glen restaurant for dinner and afterwards walk around the Cowboy's 'Star' district. I wanted to stay somewhere nearby, so I reserved a room at the closest Hilton. The building itself is nice, love the purple doors in the entrance but there's not much natural light and not much light at all. I called before making my reservation to ensure they offered room service. I'm a caregiver and needed to be pampered just a little. I'm a Gold member and used to getting my way, ha. My grand wanted a 'snack' before dinner (?) so she ordered up a cheeseburger and fries. Teens! I had a few bites and it was so yummy!! I told her - we just ate our appetizer, lol. When we returned later that night the room was so dark, ugh. The bathroom was the only well-lit area and the glass wall of the shower illuminated the room somewhat, which is inconvenient for a person wanting to sleep. It just made no sense. And the glass wall made my grand uncomfortable. I found the sink to be a disaster. I brush my teeth several times a day and do I have a huge head? No, but the sink is SO tiny that trying to rinse my mouth was a mess. There wasn't adequate room to place my mouth over the sink to rinse. No hooks to hang your garments, the door doesn't latch and since it is all open above, everyone in the room can hear every sound! The staff member we ran into getting on the elevator told us he thinks it was a parking garage, I believe that. In the morning, when I called down for my room service, I was told they weren't offering it due to the weekend and not a lot of guests. I hesitated because I NEEDED this. But I didn't want to blow my top. I'm glad, because (Maria?) offered to have the cooks watch the place while she ran it up to me. It was early and they weren't busy. It wasn't a bad breakfast, everything was perfectly cooked, but I felt like I was eating at my desk. The room didn't have the usual table and chairs by the window. And don't get me going on the exposed pipes, the cement walls and the a/c.... pool area looked nice though. But I have a pool, ha.

Nice staff but too many reasons to choose...