On Sunday, June 24 I decided to spend the night there with my two children. All of their promotional literature clearly states that kids eat free all day. However, the bar manager seemed to think that it only applied to brunch. After heavy negotiating, I got him to remove my kids' entrees from my bill.
After I left the restaurant I emailed their customer service contact about my experience:
"Hello, I am currently booked at the Legacy location (room 505) and have encountered numerous advertisements around the hotel that children under 15 eat complements of the house, all day Sunday, including brunch. However, there seems to be a miscommunication in The Loft restaurant. The gentlemen on staff seem to be under the impression that children only eat free during brunch. I was charged for my children's entrees and my daughter's dessert, and only after persistent negotiations did the bar manager on staff agree to remove the entrees. I agreed to pay for the dessert.
I think the kids eat free on Sunday promotion is an excellent one and encourages people with older children such as mine (ages 11 and 13) to consider lodging options more stylish than the Holiday Inn. Receiving a restaurant bill for $71 instead of $50 was a startling surprise and had I not debated my point, I would have been overcharged. I feel that it is imperative that all members of the staff be aware of exactly what the policies and promotions are, and that the literature in the hotel are accurately reflective of such."
I never got a reply. I reached out on social media. Still no reply. It's incredibly disappointing because I really like this property but things like this TOTALLY spoil the customer experience.
- Official Description (provided by the hotel):
- NYLO Plano--the original NYLO hotel--blends NYLO's signature urban, industrial design with classic Texas comfort to provide an unmatched and highly social hotel experience. Business and Leisure travelers alike will enjoy chic loft-style accommodations, NYLO's signature LOCL Bar & Restaurant, a heated outdoor pool, a state of the art gym, and 1,800 square feet of meeting and event space. ... more less
- Reservation Options:
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- Also Known As:
- Nylo Plano At Legacy Hotel Plano
- Nylo Hotel Plano