Residence Inn by Marriott Dallas Plano/The Colony

Great place to stay Very nice place to stay. The staff at the front desk were very friendly. The lobby and outdoor space around the pool are really nice. The rooms are spacious and comfortable. The kitchen area is well stocked with glassware and dishes. Then the breakfast—-wow! Very pleasantly surprised with the quality of breakfast offerings-bacon, croissant with egg and ham, spinach egg quiche and really good coffee!

Terrible customer service I booked a two-night stay at the Residence Inn at The Colony through Groupon back in April, and this has been one of the most frustrating hotel experiences I’ve ever had. When I arrived to check in, the front desk attendant said he couldn’t locate my Groupon and didn’t know how to process it. He assured me that he would take care of it “on the other side” and got me set up with a room. He also had me provide my credit card for a $40 incidental hold, which I agreed to. A couple of days later, I discovered I was charged full price for the room, plus an additional $40, on top of the incidental hold. I immediately started trying to contact the hotel to resolve the issue, but it has been nearly impossible to get anyone on the phone. Emails go unanswered, and no one ever calls back. After weeks of no response from the hotel, even Groupon could not get in touch with them and ultimately had to issue me a refund themselves. Despite that, the hotel has still refused to refund the charges they made to my card. This experience has been terrible from start to finish—poor communication, unhelpful staff, and complete lack of accountability. I would never stay at this location again, and I cannot recommend it to anyone.

Kindness, Accommodations, and Care for the Customer Experience Yes, the hotel is a little out dated but it is very doable. I am someone who travels often for work and this was another work trip for 3 night and I had family with me. I was absolutely please with the kindness of the staff and how incredibly accommodating they were for my stay. A big shoutout to Charles who checked me in. I realized I had booked a room that didn’t have a specific amenity I was wanting (so it was my fault) and he provided me a room change without hesitation and ensured that if I need anything to let the front desk know and to ask for him if I needed. So while yes I will say this hotel is slightly outdated, the staff was very accommodating and kind. I’ve stayed at more updated residence inns but had poor staff and accommodations. I’d stay here again 100%. I enjoyed the lobby where they had 24/7 coffee, water, tea, and a snack. The location was ideal for the Frisco/Plano area.

44th Birthday Stay My wife and I went to this location for a place close to a concert venue. The staff was very helpful and attentive. My wife needed trash bag to cover her leg brace and the front desk lady found her a bag since it was raining that night. The hotel was clean and the room was nice. It had a king size bed, couch with a pull out sofa, table and is set up like an apartment. The other more important issue that occurred during our stay was my wife left her ring in the room. The hotel located her ring and I was able to pick it up the next day. The honesty and integrity of the hotel is unbelievable. I am so thankful for the staff! Stay here as it is everything and more that you would expect.

Excellent customer service for a declining property with poor maintenance. I had encountered a series of challenges that would have rated this stay a 1 out of 5. I have been staying here over the last few years as the staff working the front desk continues to work really hard and has always been very courteous. However, the rooms continue to decline and this trip was the one to push me over the top. Shower in Room 309 - the door did not slide from the outer track and the handle was very loose. I was cautious trying to close the interior sliding door as the shower was open allowing water to soak the floor. I was unable to close as the glass was not secured in the rail. Barely hanging from the top support. Talk about a hazard, all I could think about was this glass door is going to fall and break apart while I was taking the shower. I let the front desk know, asked to have maintenance resolve the issue. They had at least 12 hours to make it right. Nope, someone just put the glass back in the bottom rail, but guess what - you still could not slide the doors. Seriously, nobody found this acceptable or reported the problem. Suggestion - maybe call a professional or better yet - proactively ask me to move rooms. Why did it take me being assertive and insisting to have a different room. Finally after waiting an hour with all my stuff packed, Room 315 was good to go. Grateful the staff came up to bring me the keys and offered assistance. I was told the manager was going to call me and discuss the next day. Never happened.