La Quinta Inn & Suites Frisco Fieldhouse North

The front desk team were the bright spot. They quickly moved me to another room and even upgraded me, which I really appreciated. I’d tried to call them from my room first, but the phone wasn’t working. When I arrived, there was a noticeable musty odor in the lobby, almost like sewage. My original room had a couch missing cushions, and the floors and furniture looked unclean and unswept. By morning, that smell seemed to have spread through much of the hotel. With those conditions, I wouldn’t choose to stay here again when visiting the area.

Breakfast was awesome, and the staff member who checked me in was super nice and helpful. The room was okay, but the AC didn’t work and the sheets were a bit dirty. Thank you.

Maya was so kind and really helped us out. After booking and paying non-refundable deposits at three different hotels while looking for an accessible room, she made sure ours had a walk-in shower with grab bars and bars beside the toilet. She went out of her way for us. She’s a superstar!

I won’t be coming back after this customer service experience. A family emergency involving a traffic accident on the way to the hotel meant we couldn’t use the room. I called to cancel and ask for a refund, but was left on hold while the agent tried and failed to reach a supervisor. I went through that three times, then was told to email. I’ve sent several and heard nothing. They charged us for the unused room, the pet fee, and $40 more than the original quote. I understand we were past the cancellation deadline, but even the desk agent said a refund seemed fair given that this was out of our control. They won’t return my calls or acknowledge the request. There are plenty of hotels nearby, so I’d choose somewhere else.