Holiday Inn Express & Suites Plano - The Colony, an IHG Hotel — Hotel in The Colony

I booked through booking.com for a check in on ten 17th and a check out the following day. the rate was 107 upon check-in I asked what the incidentals hold amount would be And she told me it was included in the price on the invoice I was signing so the total was $137. The incidental hold was only $30. I checked in at seven and I checked out by 10. I was only planning to be there a couple hours. I hated her back the room key and told her I was checking out at 3:30 in the morning on the 18th. I was charged an additional $30. Which is not very much to most people, but for somebody that has three kids in college… Every penny counts. I immediately called the hotel to inquire and got nowhere. The guy at the desk told me he had no idea and that it would fall off in about a week and I asked him how he knew it would fall off in about a week if he didn’t even know what the charge was for, and I wanted to know why I was being charged it after I checked out and 11 hours after I checked in. He had no idea no was the end of that conversation. So I waited till later in the day 12:30 in the afternoon I called and got somebody else and it was the same attitude. He doesn’t know why I was charged that it makes sense to him. Nothing he could do about it. Wait for it to fall off with my bank, which I didn’t authorize anything else to be charged to my card and I find it really unacceptable that it was. I also find it unacceptable. That nobody was proactive to Find out why and resolve the matter I also informed you that I never got a receipt but when I checked in, the woman asked me for my email address so that she could send me a receipt. He said it was because there wasn’t an email on file. I was in the room a total of two hours and the whole time I was in the room. The people upstairs must’ve had kids because all I heard was running back-and-forth why you would put somebody with children on the top floor I’m not sure. The hotel wasn’t very busy. I understand if maybe the person that checked in the people above me that had the kids running back-and-forth they didn’t have kids themselves so they maybe they don’t know how loud they can be. Maybe it was just not even thought about her considered but in general, you would think the hotel would kind of look for things like this if somebody’s checking in with the kids, maybe not put them on the top floor and that would be something that would be Told to somebody when they work the desk to check people in I don’t know just a thought… You’re running a hotel. It seems like people’s comfort and their ability to rest would be the priority so those little things would be considered. But considering you don’t know why people are being charged the amounts are being charged and there’s nothing you can do about it. I guess consideration for you know people‘s comfort isn’t gonna be a concern of theirs either I wouldn’t recommend this place. I wouldn’t stay...

Its a shame the "owner" didnt reach out to find out THE TRUTH of what happened that night. I have the voice recordings from your clerk who was rude. Had you cared to call and find oit would of taken very little effort.... I called about a noise complaint, yes.... but was YOUR smart mouthed clerk that was rude and hung up on me and refused to answer the phone when I called back. That's pathetic customer service!! I stay16 nights a month in a hotel due to my job... I am a platinum elite member and your lazy management style is unreal. You never reached out to me a single time and I know for a fact that the IHG people called you personally and you lied and said you would reach out to me. But you never did. What kind of management and customer service does that? And then to get on here and bold face lie.... absolutely pathetic. Maybe you should actually reach out when a customer has a complaint and try to take care if it. You lost repeat business with my company.... 5 nights at a time several times a month. We now stay 45 minutes away and drive to the office HAPPILY rather than stay at your hotel. Shame on you for not reaching out. You literally never spoke a word to me and have the nerve to say what I did that night. You weren't there, you didn't hear me. You are going by what your lazy, extremely rude clerk told you. Shame on you for not investigating it. Youe loss, I assure you!!

The front desk clerk working at midnight is a nightmare! Called to voice a noise complaint and I was told to call the police. When I asked why would I call the police when he was overseeing the property.... he then stated VERY rudely "What is it that you expect me to do about it" when I attempted to tell him what he could do to service the entire motel about the complaint, he hung up. I called the front desk for 10 minutes and he hung up on me each time. I am a gold elite member on the verge of being platinum elite... that is how often I stay in a Holiday Inn or Holiday Inn Express. 6 nights a week! Every month!! The outright indignant attitude that front desk clerk displayed to a customer is absolutely pathetic!!! I will NEVER stay at a Holiday Inn again because of this. I will not stop until I speak to the general manager or owner. I have never been so...

I lived at this hotel’s other property, the StayBridge Suites next door, for 4 months last fall. Now I work mostly remote and return only for long weekends, but I didn’t hesitate to return to either property. It was my first stay at the HIExpres. Chris, the manager, who I didn’t see this time around, cares very much about hospitality. This is an industry, and some places forget that. Both these hotels remember that.

I saw a negative review on here, which is bound to happen. The thing is, the response was through-the-roof positive. Most hotels just say “sorry you didn’t like us, but we hope you’ll come back and try again.” Really? Spend more money with no recovery? Real service and hospitality is how one responds to even the Negative Nellies.

But please don’t be negative. The HI Express (and the StayBridge, for that matter) and lovely. My room here was clean and so comfortable. The staff was friendly, helpful, kind.

I arrived from a month away and a friend had kept my car and dropped off my key for me the day my flight landed, after she parked my car. I had Ubered from DFW. I suggested she do this since I figured my history staying at the sister property would help them look me up if needed. The FD agent had my key, but she wasn’t letting me touch it without closely looking at my ID. And that’s exactly what I want! I so appreciated that caution. Little things like that seem normal until you realize how stuff slips through the cracks all over the place when you read news stories and such.

I was pretty busy working and didn’t think to take pictures, but the ones they show on the site are accurate. It’s a clean newer building. And the bed has to be one of the most comfortable I’ve slept on in ages. Also, the silly DFW area decided to be 90° in February. The air conditioning went on (it will say “WAIT” if it’s not been on in a bit because it needs to get the compressor working, FYI) and got me cold enough I was almost too cold! I love being too cold (you can make it warmer—I just run way too hot natured so that is major).

I did not eat breakfast, but I heard it was good. And free. There’s an indoor pool and fitness room. There is also paid laundry ($2 or $2.50 each depending on the machine).

I’ll...