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

"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 absolutely be back."

"Wonderful place to stay, smelled clean when we walked in. Employees were very friendly and the breakfast was delicious! Would stay again. Only problem was the people above us were walking around till around 2 something in the morning. We even had our sound machine. Otherwise, amazing!!"

"Recently spent 5 nights at the HI Express, Memorial Drive, The Colony and our stay was excellent! The hotel was immaculately clean, the staff very friendly and helpful and the free breakfast provided generous options to get the day started. The location is great for easy access to many areas especially if you are trying to avoid toll roads like we did. And no nightly parking fee is a nice touch. Highly recommend this hotel!"

"I recently stayed at the Holiday Inn Express in The Colony and unfortunately, my experience was far from satisfactory. I discovered bed bugs in my room, which significantly impacted my stay and led to a night of disrupted sleep. Upon notifying the front desk, they were responsive and promptly moved me to another room. I appreciated their quick action and assistance during a concerning situation. However, what has been truly disappointing is the lack of follow-up and communication from the management. Despite raising the issue and explicitly expressing my discomfort, I have yet to receive any contact from the management regarding the incident. Moreover, I requested a refund for the night during which I encountered the bed bugs, but this request has gone unaddressed as well. The front desk staff demonstrated commendable customer service, but the overall lack of accountability and resolution from the management has left me dissatisfied. A prompt and sincere response to such matters is crucial, and the absence of it has cast a shadow on my perception of the hotel's commitment to guest satisfaction. I hope that this feedback prompts a thorough investigation and necessary improvements in both guest services and management responsiveness."

"I've been staying at this location for the past five months. The service has been okay. Omar gives the best service & is the most friendly. I can talk with him for hours. During my last stay housekeeping was extremely loud. The whole day they just kept slamming the door next to me with the latch in it. Today is my worst day/night staying here. The bed sheets aren't always new & clean. Water pressure is very low in the sink. Housekeeping also forgot to put enough towels in the bathroom & cups. They made sure to have the pancake maker off this morning. This is a 100% non smoking hotel but they don't enforce that policy. The cigarette smoke is so strong coming out of the bathroom into the whole room. It's bothering my asthma. My son & I have a headache, burning eyes & nose from it. Called the front desk 5 different times & went down there. They said they didn't smell anything in the hall. Finally a new lady comes into the room & says she doesn't smell anything. Tells me I can switch rooms & come back downstairs. The smoke is so strong you would still smell it with a broken nose. Called back & spoke with Chris, the manager. He offered no help at all & will not enforce the policy. Anyone that wants to smoke in the room can definitely come here & get away with it. I have to get inconvenienced & switch rooms. The manager will not take care of the guests or resolve any issues. The smoker gets to stay & keep smoking. I've spent too much money staying here to not get excellent service. Time to rethink where my future dollars will be going."