Comfort Suites The Colony - Plano West

The lobby was clean while I was there, and I watched the cleaning lady wipe down every surface, including the tables, railing, and tissue box. She did an amazing job with what she had. I paid for breakfast but didn't get to try it, so I can't say anything about it. The motel itself feels very old, with peeling wallpaper in the lobby, an old smell, and carpet that's lifting. My room felt creepy. The doors are kept locked, so the lobby is the only way in, which seems like a safety concern. They keep the sofa bed sheets at the front desk instead of in the room, which should have been a warning sign. I'd ask to see the room before booking here, and wouldn't book through a site.

The location was good, and checking in my dog was easy. Apart from that, it was a bad stay. The hotel felt dingy and our room smelled like a dirty dog. I know it was a room for guests with dogs, but it still should've been cleaned properly. The smoke detector started chirping from a low battery, frightening my dog, and we had to leave four or five hours early. When we asked for compensation, all they offered was another room for a few hours. I wouldn't recommend it and won't return.

The room attendant came in without knocking or warning while I was getting dressed, and saw me naked. I felt violated and mortified. Our door had a clear “please do not disturb” sign, and I was waiting inside while my boyfriend went to the desk to ask about extending our stay by one day, possibly with a discount. At checkout around 10:45, Chets had asked whether we were leaving or extending. My boyfriend went to speak with him around 10:50-10:55, and the worker entered before we had decided what to do. We'd already had problems at check-in from Dec 21-23: the shower in our first room was broken, and yellow stuff that looked like pee came out before the water turned clear. The front desk moved us to a first-floor room, but its bathroom was dirty, so we wore slides in the shower. The first desk worker apologized and said they'd note our issues so we could speak to a manager at checkout on Dec 23. When we told Chets about both the earlier room problems and the worker entering, he didn't handle it well. He offered another night for $70 for a member. I've been a member for over a year, and the regular member price with taxes was $81.28, so that didn't feel like much of an offer. We asked for a better discount, one free night, or to speak to a higher manager, and he kept refusing. I have the encounter on video. He made it seem like I was lying about being walked in on and didn't seem to care about the poor service or our earlier issues. We kept asking for a manager, and he said we had to leave by 12 or he'd call the cops if we didn't take the $70 night. His manager said on speaker that the worker should have knocked because someone could still be in the room, but Chets still wouldn't resolve it and had someone else call the police. We were cleared of wrongdoing and left without a trespassing charge. I don't recommend this place, and will look into further action. Chets should be held accountable, and this whole situation was unacceptable and unfair.

Water poured through the ceiling above the window onto the AC and floor while my three-year-old was asleep. I noticed it around 10:30 PM and called the front desk repeatedly all night, but nobody answered. When we checked out in the morning, I waited about 20 minutes at the desk and showed the employee a video of the leak. He didn't seem concerned, ignored my request for a manager, and checked me out. I was furious and disappointed, but didn't want to make a scene in front of my child or another unhappy guest. Getting into the room had already taken 25 minutes of waiting at the desk, and it felt dirty, damp, and like nobody cared about cleaning or updates. I've tried contacting the property several times and can only reach Reservations. My son was excited for his first hotel stay, and I feel like I failed him by choosing this place. This was the worst stay and customer service I've had, and the worst review I've written. I expect some generic reply like the ones on other reviews. Don't stay here. There are other places nearby for the same or lower price where you could enjoy your stay. I should've trusted my instinct and left at the door. I'd like a refund, though based on other reviews I'm not hopeful. I'll contact corporate next, if that gets anywhere. This hotel shouldn't be open, and it's a terrible reflection on Choice Hotels.