Clarion Hotel

"Deeply Disappointed with Holiday Inn Plano - The Colony My recent stay at Holiday Inn Plano - The Colony, an IHG Hotel, was profoundly disappointing, especially considering the circumstances of our visit to Dallas for my son's surgery. Breakfast Inclusion Issue: Our experience began with a significant misunderstanding regarding the breakfast service. Despite my reservation clearly stating that a hot breakfast was included, the front desk staff denied us access to the breakfast area. This error, compounded by the staff insisting on manager intervention for resolution, caused unnecessary distress on a day already laden with the anxiety of my son's medical procedure. The problem when I brought this to the attention of the manager Mark Martinez he lied saying that the hotel change the contract with the medical center and they don't offer breakfast in their package anymore. I've confirmed with the medical center that it is indeed a part of our package with the hotel. This discrepancy in information is not only confusing but also misleading. And when I confronted him with this details he has no answer except being rude and unprofessional. This manager Mark Martinez is absolutely not fit for this position or any managerial position. During our conversation he commented about the change in customer service post-COVID and that customers should not expect more. Top level management should explain to Mr manager that many establishments strive to maintain high-quality customer service. And as part of the IHG hotel group, a certain level of service is expected, regardless of external circumstances. Cleanliness Concerns: The hotel's cleanliness standards were alarmingly subpar. Our room's bathroom, especially the shower, had visible hair and grime, indicating a lack of thorough cleaning. This oversight is unacceptable in any hospitality setting, let alone an establishment of IHG's repute. PLEASE SEE PICTURES. Construction Noise and Safety Issues: The entire hotel was amidst heavy construction, with work continuing disruptively until 8:00 p.m. This not only caused significant noise disturbance, impacting my son's post-surgery rest, but also posed safety concerns, especially in the front desk area where construction materials were handled overhead. Manager's Unprofessional Conduct: The manager, Mark Martinez, displayed a stark lack of professionalism and empathy in handling our concerns. His dismissive attitude, coupled with numerous similar complaints in other reviews, reflects poorly on the hotel's commitment to customer service. Lack of Response from IHG:Despite lodging a formal complaint with IHG customer service, there has been no follow-up, undermining my confidence in the brand that I once regarded highly for its hospitality standards. The hotel management to take these issues seriously, particularly the need for clear communication regarding guest amenities, maintaining high cleanliness standards, and ensuring guest safety amidst construction. The quality of customer service, especially in post-COVID times, should not be compromised, and the manner in which guest concerns are addressed needs immediate attention. The overall experience at Holiday Inn Plano - The Colony was not only below the expected IHG standards but also added to the stress of an already challenging personal situation. MY RECOMMENDATION AVOID AVOID AVOID."

"I've stayed at this hotel twice and had great experiences both times. The staff, especially a particular individual (you know who you are; much appreciated), is exceptionally friendly. The property and rooms are consistently clean, room service is efficient, and the breakfast is quite satisfactory. I would certainly choose to stay at this hotel again."

"The service at the front desk was great, she was as helpful/friendly as she could given the situation. My low star review came from the fact that the wifi wasn't working during my stay, but they only told me as I was checking in with no prior communication and they had no idea when it would get fixed. On top of that, their card machine wasn't working properly, so my card wouldn't let me into my room. They tried changing my room to see if that would fix it, but in the end, the front desk had to escort me to my room every time I left. This happened to other people who were staying at the same time too. I'm not really sure why I had to pay the usual price for a stay without the usual amenities, and I find the place unreliable. I wouldn't come here again, there are plenty of other hotels in the area. My impression of the hotel's management is that they're pretty unprofessional. Their direct response to my feedback has shown me that they're less concerned with properly addressing feedback and customer service."

"The woman at the front desk was great. The location is nice. As far as the room, this is the hardest mattress I've ever slept on at a hotel. A mattress topper or some extra cushion would be nice. Also, I've also saw quite a few ants crawling around in the bathroom. Not sure where they're coming from. The uncomfortable bed and bugs are a deal breaker for me so I wouldn't stay here again"

"I stayed here for four nights and it was wonderful! The rooms were clean and looked very nice. Everything worked as it should. It even had a keurig which made me very happy. It was mostly quiet at night, the beds were comfortable and had plenty of pillows! The people working there were all so kind and helpful, especially the front desk and housekeeping. The location is close to everything you could need and quite a few places to go for fun! I couldn't have asked for a better experience!"