The Clara Hotel Plano, Tapestry Collection by Hilton

Wonderful hotel! Elegant and friendly. Really enjoyed talking with Omar at the front desk.

Great place. Worth the price. Great poolside patio, beautiful at night. gym, sauna, restaurant, bar, very nice staff. Katie, Sheraton, Jarrod, are Great. Awesome water pressure in overhead rain shower heads. Will be back next time I'm in Plano.

Muskaan and himanshu was really good thanks to great hospitality

SEVERE ADA VIOLATION: Service Animal Illegally Charged Pet Fee

On [6-27-26], I arrived at NYLO Dallas, Tapestry Collection by Hilton with my certified service animal, which is trained to perform disability-related tasks and comes with an official service card. At check-in, the front desk staff member Kaylon White was dismissive and rude when I explained my service animal's status. He proceeded to charge me a pet fee, explicitly stating "it's policy," demonstrating a clear lack of understanding of the Americans with Disabilities Act and its requirements.

This is a direct and illegal violation of the ADA.

Under the ADA Title III (42 U.S.C. §12182) and DOJ regulations (28 CFR §36.302), service animals are NOT pets. Hotels are prohibited from:
• Charging pet, animal, or cleaning fees for legitimate service animals
• Isolating or quarantining service animals
• Requiring special documentation beyond identification
• Enforcing "no pets" policies against service animals

The hotel's defense ("it's policy") is legally irrelevant. Discriminatory policies do not become lawful by formal adoption. Additionally, the staff member's poor treatment and refusal to acknowledge my service animal's legal status compounded the violation.

Agencies to Contact:

1. U.S. Department of Justice, Civil Rights Division
◦ Email: ada@usdoj.gov
◦ Phone: 1-833-872-1500
◦ File ADA Title III complaint: ada.gov/filing_complaint

1. Texas Attorney General, Civil Rights Division
◦ Phone: (512) 463-2100
◦ Website: texasattorneygeneral.gov

1. U.S. Equal Employment Opportunity Commission (EEOC) (if employment-related discrimination occurred)
◦ Phone: 1-800-669-4000
◦ Website: eeoc.gov

1. Better Business Bureau (BBB)
◦ File complaint at bbb.org

1. Hilton Corporate Guest Services
◦ Phone: 1-800-HILTONS (1-800-445-8667)
◦ File formal corporate complaint

Impact:

This violation reflects inadequate ADA training at this property. Hotels receive explicit guidance on service animal accommodations. Charging service animal fees is a well-documented violation. Staff members claiming ignorance does not excuse the discriminatory treatment.

Next Steps:

I am filing formal complaints with the DOJ, Texas AG, and Hilton corporate. I expect:
• A full refund of the illegally charged fee
• Written documentation of ADA retraining for all staff
• A written apology
• Confirmation of policy changes to prevent future violations

Other guests with disabilities deserve respectful, legally compliant treatment. Service animals are not pets, and they should never be treated as such.

Love the Hotel! Very quiet rooms and even better staff!!

The favorite part about my stay was the bed and shower. Very clean and comfortable for a short stay.

My daughter and I are staying here for the weekend for a softball tournament. The location is great and the hotel is newly renovated. Check in was a breeze and the team member was great! The rooms are nice, the only thing is that there is no mini fridge. We ate dinner at the restaurant and the server Elsa was awesome and the food was great! We will definitely stay here next time we are in the area ♡

Very clean and located near good food and shopping locations

Good location

Simply amazing and beautiful. Team members exceptional delivering an artistry experience. Jared from the front to my experience with Eden in the restaurant. Best in class.

My family and I stayed at this wonderful hotel and had the best time. We were all coming in for my son's high school graduation and leading up to arrival, I had all kinds of questions on how to entertain my 3-year-old during downtimes. I did receive information from the front desk that their pool was under renovation, but it was okay, they had recommendations on alternative pools in the area when I checked in and even pre-blocked all three of my rooms near each other. Shiloh at the front desk was my life saver and she was so nice to leave a welcome card in my room upon check in congratulating my family for my son graduating. She was so thoughtful and truly made me feel welcome and excited for the week! To have that level of warmth upon arriving, I truly feel that is what set the tone for our stay. Jared was absolutely wonderful as well interacting so pleasantly with us every time he saw us! The rooms were very clean & comfortable, housekeeping was amazing, just an all-around great property. I highly recommend this hotel to anyone visiting the Dallas/Plano area! Thank you, Team Clara for making this trip so memorable for both me and my family!

At this point the hotel is nearing completion of its transformation. The recent renovations have made it feel warmer and more welcoming. Thankfully, there is still access to the saunas through the fitness center locker rooms. In the breakfast room, Eden was particularly helpful in clarifying the Lifetime Diamond credits.

Check in was seamless. Our hotel room was very clean and inviting. With this being a boutique hotel, I expected our room to be quite small, however, it was very large and I was very impressed with the size of the living and dining space in the room.

The hotel is undergoing rebranding and renovations but it was not loud or inconvenient. The restaurant was cozy but it was temporary because the larger restaurant will be opening next week along with a speakeasy. The hostess, Eden, was amazing. Very warm and friendly.

Our stay at the NYLO Dallas Plano Hotel was without question the worst hotel stay we have ever had. We booked a block of rooms for our son’s wedding. No one ever told us the hotel is under construction with major renovations. The property was recently purchased by a new owner and will be called The Clara Hotel. With the construction in the front desk/lobby area, amenities were extremely limited. There were few places we could congregate to visit with our out-of-town guests. They should have had the courtesy to tell us so we could have the option of staying at another hotel. That was the tip of the iceberg. In our room, the shade was broken. The chain the raises and lowers the shade was detached. I immediately informed the front desk of the issue, but it was never repaired during our 3-night stay. Others in our party had issues with burned out light bulbs that were not replaced, and blow dryers that would produce smoke and a burning odor. I talked with Omor, the hotel manager, about these issues. He told me the construction was mentioned on the hotel website, which was not. He said he would talk with the sales department and get back to me. He did not. The hotel’s lack of customer service is a blight on the Hilton brand. My personal recommendation: If you’re looking for a nice hotel to stay in Plano, avoid this one. There are many other hotels in the immediate area.

The location

Prior to the beginning of renovation, this was a good hotel. New owners? They have half-assed this renovation, rooms are dirty or splattered with paint droppings, missing window curtains, non-functioning TVs. If you pay more than $99 a night you’re getting robbed. There are a dozen much better, reasonable hotels, within a mile of this place.

Upon arrival, I expected a clean, loft style room with concrete walls and ambient lighting. Instead, I walked into a poorly maintained, unsanitary space that fell far below any reasonable standard.

The room was in unacceptable condition - hair across the floor, crooked outlet covers, painted over concrete walls that looked careless, cheap vinyl flooring, and visibly dirty curtains. There was also a strong, unpleasant odor. The room numbers appeared to be printed on paper and taped outside the doors on some rooms, and the thermostat sign was loosely attached with double sided tape and already falling off, giving the entire property a neglected, makeshift appearance.

The most alarming issue was the lack of basic sanitation. One of the “sealed” plastic cups had already been opened, and there were unidentified pills inside. That is not just unprofessional, it is unsafe and completely inexcusable.

Because I arrived after midnight, I addressed everything the following morning through customer service. When I later spoke with the on site supervisor, Jennifer, her response was dismissive and unhelpful. Despite being informed of the situation beforehand, she asked if there was a problem, which showed either a lack of communication or disregard for the issue.

When I requested a refund and explained I was not comfortable remaining at the property or moving rooms, she stated that I “shouldn’t have called customer service” and that matters are handled internally. That statement only highlighted the lack of accountability, as nothing had been handled appropriately up to that point.

She processed the checkout without any apology or acknowledgment, simply stating that I was checked out. There was no effort to resolve the situation professionally or demonstrate any concern for the experience.

This property is clearly not maintained to acceptable standards, and the level of customer service reflects that. I would strongly advise staying elsewhere.

I booked this hotel specifically because the listing stated it offered a shuttle to the business district. Unfortunately, the shuttle was unavailable due to ongoing renovations—something that was never disclosed at booking. That set the tone for the rest of the stay.

The staff interactions throughout my visit were noticeably unfriendly, which made the experience feel even less welcoming.

My room lacked basic amenities I expect from a Hilton‑branded property: no microwave, no refrigerator, and not even a privacy shade on the window. The bedspread was lumpy, with the filling bunched up inside, which made it uncomfortable and looked unkempt.

Renovation noise started before 7:00 a.m., making it impossible to rest in the morning.

The worst issue, however, was discovering what appeared to be a fecal fingerprint on the existing roll of toilet paper. That is an unacceptable lapse in cleanliness and quality control.

Overall, this stay fell far below the standards I’ve come to expect from Hilton properties, and I hope management addresses these issues promptly.

I work for a large global company, and hundreds of our employees travel to the Plano office each year. Based on my experience, I’ve already requested that this property be removed from our corporate travel portal’s recommended hotel list.