Holiday Inn Express & Suites Mckinney - Frisco East

We travel about 25% of the year and have found the beds at HI to be consistently comfortable. This hotel had a particularly great staff! From the front desk to the maintenance they stayed busy keeping the property looking nice. Everyone was helpful and friendly. Cleanliness is my top priority and they nailed it! And we loved sweet Grace at the welcome desk!

Where to even start…first, the hotel said there was a problem with our room and had tried to call us but our number was wrong. My husband has an account with holiday inn and was logged in when he booked the hotel so there shouldn’t have been any way the phone number was typed wrong bc we use the account every time we book. Then, when we were on the phone trying to look for other hotels in the area, they were suddenly able to talk another guest (that was checking in) into switching us rooms. So that was good, except that when we got to our room and pulled the pull out couch, there was no sheets, bedding, pillows, etc. Just a thin, flimsy “mattress” that was browning around the edges. Asked for bedding for the pull out and only got one pillow and was told that was the last pillow they had and couldn’t give us another one. Bathroom only had two sets of towels in a room that can sleep up to 6. The door handle was loose and my husband had to go out to the car to get his toolkit to tighten the screws so the handle wouldn’t fall off. It just felt dirty all around. Their saving grace is the location is great and easily accessible.

I reserved, confirmed, and paid for a one king handicapped room. I checked in online the day before, and my reservation still showed a king handicapped room. However, the next evening when I arrived at the hotel, the front desk rep was perplexed because her computer showed that her GM had changed my room to a 2-queen non-handicapped room. When a guest books a handicapped room, it is common sense that that guest NEEDS a handicapped room. You cannot arbitrarily change that, especially without notifying your guest so that guest could make other arrangements! That is just so wrong on so many levels! Additionally, the hotel was overbooked, and there was only one room left. Because it was late at night, I had no choice but to accept that room. However, sleeping in my car probably would've been a better choice. The room smelled very musty, which I discovered was because the carpet in the corner by the chair was completely soaking wet. Several of the electrical/USB outlets didn't work. One lamp didn't work. And the bar soap in the bathroom had been used! Disgusting! With two queen beds taking up most of the room, it was difficult to maneuver my walker. Using the restroom was dangerous with no grab bar. I reached out to corporate IHG who simply commented that the local GM would contact me promptly. It's been 10 days and no response from the local GM. Unacceptable!

There’s very little in this hotel that works. One of the elevators didn’t work while we’re staying. The fridges in reception didn’t work. No snacks. The pancake maker didn’t work. In our room the TV didn’t work when we arrived. We had to wait for the maintenance guy the next day to fix it. No bulbs in the bedside lamps. No desk lamp. No hairdryer. No housekeeping during our 3 night stay. No fresh towels. No replenishment of coffee or cups in room. The whole place needs a serious deep clean. Dirty seats, floor, pool area…. The breakfast fridge was always empty. I’m quite surprised IHG allow their name to be used at this location. Do yourself a favour. There’s a Holiday Inn Express a few miles up the road. It can’t be any worse.

I stayed 5 nights in Sept. 2022. After the first night, I went to my truck to go to work and Vroom!!! My catalytic converter had been cut off, right in front of the front door! The staff was not much help contacting the police. I would have thought it was in the hotels best interest to try and resolve and prevent things like that. No one cleaned my room the entire 5 day stay!