Holiday Inn Express & Suites Prosper South - Frisco by IHG

Reviews

• CL

  Crystal Lerma

  Oct 8, 2026
  1.0
  ⭐ 1 Star — Horrible Experience, Harassment, Intimidation, and Retaliation** I am extremely disappointed and disgusted by the way my family and I were treated at this hotel. What should have been a comfortable stay turned into one of the most humiliating and stressful hotel experiences we have ever encountered. There was an incident that occurred while checking in. Brought my complaint to GM. She was so rude and dismissive. I contacted the management company and did as she advised me. I sent my complaint via email to the GM email cause according to her everyone has access to that email. Shortly after raising concerns and sending the email as instructed about our experience, we were met with what I believe was harassment, intimidation, and retaliation by hotel staff, specifically Jessica and Cheri. Staff came upstairs to our room, aggressively knocking at our door until I answered. I explained that I was not dressed, yet I was told to get dressed. Within minutes, they began knocking again. Instead of handling the situation professionally, Cheri raised her voice, showed me screenshots, and refused to show me the actual video she claimed supported their accusations. We were then given approximately 30 minutes to leave the property or face police involvement. Despite our attempts to address the situation, the police were called, and my family and I were criminally trespassed from the hotel indefinitely. I dispute the information staff provided to police regarding the amount of time we had been given to leave. What makes this even more disturbing is that my husband overheard Jessica and Cheri outside smoking and discussing getting their stories straight. According to what he heard, they were also upset that I had contacted someone to complain about their conduct. Jessica also informed me that she had already contacted my transportation company regarding the situation and advised them that we would not be staying another night. I found this extremely inappropriate and intimidating. When I mentioned my hotel membership status and my understanding that it may allow late checkout, Cheri laughed in my face and dismissed my concerns rather than professionally explaining the hotel's policy. No guest should ever feel threatened, humiliated, or intimidated for raising a complaint. Regardless of the circumstances, hotel employees should conduct themselves with professionalism, respect, and basic human decency. I am especially disappointed that management allowed the situation to escalate to the point of police involvement instead of making a genuine effort to resolve the issue. **I strongly encourage future guests, especially families, to reconsider staying at this property.** Based on our experience, I have serious concerns about how guest complaints are handled and whether guests are treated fairly when they speak up. I hope the hotel's ownership and corporate management thoroughly investigate this incident, review any available surveillance footage, and hold those responsible accountable. It’s such a shame cause we love the other management. Ms. Dee in specific she is absolutely the best ever! She has always treated us with so much respect and has always gone the extra mile for us. So with this situation that just occurred we are still in shock that it went from a simple complaint to being indefinitely trespassed.
• RM

  Rick M

  Sep 8, 2026
  5.0
  Great hotel friendly staff Breakfast was great We love this hotel
• HP

  HON Partners

  Sep 2, 2026
  5.0
  We’ve had a great experience working with Holiday Inn Express & Suites Prosper South - Frisco for accommodations for several of our tenants. The reservation process has always been easy and convenient, and the hotel staff has been very helpful whenever we’ve needed to contact them directly to assist with a tenant’s check-in or reservation details. Communication has been smooth, the staff has been accommodating, and it’s reassuring to know we have a location we can depend on when we need temporary accommodations for our residents. We’ve been very happy with this hotel and will definitely continue to consider this location for future stays.
• MM

  miad

  Aug 3, 2026
  5.0
  THANK YOU DEE ! For going above beyond and I between for me. I stay here for work. Very nice hotel and excellent staff, always!
• KC

  Katherine Caballeros

  Aug 2, 2026
  5.0
  We had a great stay at Holiday Inn Express & Suites Prosper South – Frisco by IHG. The rooms were clean, comfortable, and well maintained. The staff was friendly and accommodating, and they kindly allowed us a late checkout, which we really appreciated. Breakfast had a good variety and was a great way to start the day. Overall, a wonderful experience, and we would definitely stay here again!

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