Comfort Inn & Suites Frisco - Plano

Hotels.com agreed the situation was unacceptable and contacted the property to try to arrange a refund, but they were denied too. We left and asked for a refund after seeing that the replacement room was still far from clean. At check-in, the first room’s door was open and it was dirty; the desk sent us to another room that was supposedly clean. We weren’t comfortable staying there, but there were other guests checking in, so we didn’t want to make a scene or spoil their experience. We told the desk our plans had changed and we were leaving because the room wasn’t clean. They refused a refund. In my opinion, that’s poor business. Wouldn’t recommend.

The rooms smelled awful, and one reeked of heavy cologne, like someone had just used it. That room also had bodily fluids on the bed. We checked several rooms, and found bodily fluids on beds and pillows, blood on a wall, and what looked like a little blood on one pillow. The elevator shakes and wobbles when several people ride it. The lobby chairs and breakfast area seating were dirty, worn, or both. The cleaning staff aren’t doing their job. I wouldn’t recommend this place unless you’re okay with somewhere filthy, smelly, and full of problems.

I arrived late Thursday night with my two toddlers and was told at check-in that there’d be a $100 hold on my card as a deposit. The staff weren’t friendly. We checked out the next morning, leaving the room completely clean, but three weeks later the deposit still hasn’t been returned. The front desk acts like they know nothing about it and has hung up on me five times when I simply asked if it had been released and wanted confirmation. They blame my bank, but the bank has repeatedly confirmed the hotel charged the card and hasn’t released the funds. My bank even offered to contact the hotel and couldn’t get a clear answer either. I definitely won’t stay again. It’s been three weeks and I still don’t have my deposit back.

The last straw was being billed for using a washcloth to remove my makeup, after the makeup wipe they’d provided was a used one still in the package. They refused to refund the charge when I pointed this out. On top of everything else, the concierge woke me at 11 a.m. with a call asking why I was on the checkout list, even though I’d arranged a late checkout because I work nights and it was in the notes. The hotel appeared run down and filthy. I couldn’t pull into the porte-cochère to unload because it was damaged, and that hadn’t been mentioned online or over the phone when I booked. My room’s windows were dirty, and light fixtures were broken or crooked. Worst of all, I left with a line of bites up my leg that I believe were from bed bugs. I’ll never be back to this dump.