NYLO Dallas Plano Hotel, Tapestry Collection by Hilton

The only good thing was the A/C. My room looked nothing like the online photos, had beard shavings on the bedding and pillow, and the sheet looked moldy inside. Staff weren’t any help, and the TV kept shutting off by itself. Nothing was available for amenities, including the pool, where someone was supposedly working even though nobody was ever there. For what we paid, breakfast wasn’t even complimentary.

We booked a block of rooms for our son’s wedding, and nobody told us the NYLO Plano Dallas Hotel was under construction. The property had recently been bought by a new owner and was going to be called The Clara Hotel. With the front desk and lobby being worked on, amenities were very limited and we had few places to gather with our out-of-town guests. We should have been told so we could choose another hotel. The problems continued in the rooms: our shade was broken, with its raising chain detached, and it was never fixed during our three-night stay after I reported it. Others in our group had moldy comforters, burned-out bulbs that weren’t replaced, and hair dryers that smoked and smelled burnt. I raised these issues with hotel manager Omor. He claimed the construction had been mentioned on the website, but it hadn’t, and said he’d contact the sales department and get back to me. He never did. The service was a stain on the Hilton brand. This was the worst hotel stay we’ve ever had, and I’d advise anyone looking for a nice place in Plano to stay elsewhere. There are plenty nearby.

There’s lots of shopping and events nearby, so it’s a great spot if you’re going out. The staff were very helpful, and Mr. Han deserves special thanks. He was friendly, provided great service, and is a real asset to the Hilton team. A couple seemed to have an issue with Hilton and took it out on him, which wasn’t fair. He did everything he could to accommodate me and my girlfriend and made our stay great.

The loft style isn’t my thing, but that’s not the problem. This hotel falls short of the Tapestry Brand baseline, and it needs a full gutting and restart. There’s barely enough light, and the privacy shades don’t cover the windows properly. In one room, mine didn’t extend far enough in either direction. I was upgraded to a king deluxe with its own mini split, but the condensate drain pipe was installed into the shower enclosure. The barn door doesn’t slide easily, and the room door doesn’t close all the way. There’s also a broken EV charger out front. I could keep going. Hilton should close it and fix it, or walk away.