The Clara Hotel Plano, Tapestry Collection by Hilton

I think the upgrades are great!!

;)

The property is very clean

Stayed here for a week with no microwave and no fridge, management refused to let me warm up food that I paid over $100 even though it was communicated to me that they do have a microwave in the back. Would not recommend, pool was not well kept and bartender at bar by pool was so incredibly intoxicated she could not comprehend nor probably ring in my order. Our tv in our room would boot me out of my accounts/including YouTube almost every 20 minutes even though it repeatedly asks you to log in. Highly disappointing experience more than likely would not recommend.

Very modern and detail oriented interior design. Cozy and warm atmosphere with luxury amenities and friendly staff.

Beautiful outdoor patio area, fireplace pool and overhead lights.

Sauna and workout room.

Speak easy that is elegant and calm on the weekends.

In house restaurant with great food and seating.

Kate was great, she helped get my room booked with no problems and extended my stay! Always ask for Kate!

Nice place, lovely and clean and very stylish. For me the most outstanding part was the excellent customer service. Kate on reception was an absolute superstar, she couldn’t do enough for me and was very helpful when I had a small issue with my blind. Great location and a lovely quiet garden with pool.

Han Suhong and Patrick went to an extra mile to accommodate my request for a refrigerator despite Hotel policy not to have one. I really appreciate their hospitality and hope other staffs learn a thing or two from these veterans. Really recommend this place with the right personal!!

We had a great overnight stay at the Clara Hotel. The hotel was simple, clean, and elegant, and the staff were all courteous and helpful. Suhong was especially wonderful—attentive, quick to help, and very accommodating.

The amenities were pretty basic, but they were enough for a short stay. A mini fridge and microwave in the room would have been a nice addition. The location was a big plus, with plenty of restaurants and food options nearby. Looking forward to seeing what the new speakeasy becomes. Overall, it was a great value, and I’d happily stay here again.

Great service from Sheridan!

This hotel was Excellent, modern but very cozy….

Font desk Sheridan was on point , professional and quick.

The dining and bar was the best part , great vibe, bright, amazing food and very fast with your order and drinks…

Elsa & Eden were amazing , friendly and very welcoming….

I highly recommend this hotel that has all the amenities with style and class…

Everything at the front desk is great! The restaurant needs more sever help when busy though. Food is great.

Great remodel , close to a great walking area

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: [email protected]
◦ 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!!