Comfort Suites Plano - Dallas North

Clean and safe

The location was convenient and the staff were nice.

everything was great except staff

We made a reservation last week for two rooms at this hotel. My reservation was for this past Friday. Around 6 p.m. Friday, I received a call from Maya confirming that we were still coming because my card information was incorrect. We arrived around 7 p.m., and when I finalized my reservation, she informed us that the pool was not available. We booked this hotel because it had an indoor pool, and our kids were looking forward to using it.
I asked to speak to the manager because the pool was the main reason we chose this hotel, and I wanted to see if I could cancel the reservation or at least receive a discount. Maya said we could not cancel because of the 24-hour cancellation policy, which I understand under normal circumstances. However, in this case, the main reason for our stay—the indoor pool—was not available. She said she would leave a note for her manager.
I checked the pool area and found a flyer on the door stating that the pool was closed until further notice due to violations of the City of Plano Code of Ordinances, and that it had been shut down since 7/13/26. So apparently, the pool had been closed by the city for health reasons days before our stay.
The next day, Saturday afternoon, I asked Maya for an update. She said her manager had not come in but would try to get an answer. On Sunday morning before check-out, I asked again. She said her manager stated that because we stayed, they could not refund us. I was not asking for a full refund, only a discount. Also, I had originally wanted to cancel, and now they are saying I would have been refunded if I had done so, which contradicts what I was told at check-in.
I tried to explain to Maya that this did not make sense. She was the one who told me I could not cancel without being charged, and now her manager is saying I would have been refunded if I had canceled. I asked again to speak with the manager, but she said he was unavailable and gave me an email address.
I called on Monday to speak with the manager, and Maya answered again. She said he was in a meeting and unavailable, and that the only way to reach him was by email. I emailed him, but the message did not go through because she had given me the wrong email address. I called back, and she corrected it.
Today is Tuesday, and I still have not heard from the manager. I called again, and Maya said he was not in today. They have been giving me the runaround. All I have wanted is to speak directly with the manager, and apparently that is not possible. Not only is the pool closed indefinitely by the city, but the manager will not even respond.

The indoor pool and the breakfast

Staff was extremely nice. I kept accidentally deactivating my key card with the magnet on back of my phone. They fixed it every time. No complaints.

Breakfast