When we chose to stay here earlier this year we were hesitant given the remote location in the DFW area...however, based on the deal we found via TripAdvisor and the reviews we decided to give this hotel a shot...
I am a long term Marriott customer in part due to the excellent service and quality establishments that characterize the hotels that carry the Marriott name...
Upon arrival, we found that the hotel was as you would expect with a Residence Inn...however, during the stay there were a few issues that arose...
First, when we got to our room, we found used socks and a sword under our bed,not a toy sword, but a 2 foot long sword...needless to say we were a little concerned about the thoroughness of the room cleaning prior to our arrival....we took the items down to the front desk and got shoulder shrug response...
Second, the key to the room only worked intermittently...the front desk staff (after initially wondering whether this was because we had the card close to a cell phone or perhaps the issue was user error) came up and found the key to only work sporadically...we were told they would address the issue but never did during our 5 night stay...
The exercise room also functioned as a sauna...there was a typical air conditioner in the room (functioning at low efficiency) and no fan...my wife and I are both in good shape and we found it difficult to remain in the exercise room more than 30 minutes...
The pool is apparently open to the public...during the one afternoon we were at the pool with our kids, two different families drove up to the backside of the hotel (where the pool is located), unpacked their chairs, coolers, pool toys, etc and joined right in...these families were friendly and appropriate but significantly reduced the amount of room in the pool for hotel guests.
The quality of the food provided at breakfast was less than one would expect at a Residence Inn...at a Residence Inn one expects the food to be fresh with many options. This particular one struggled to keep the food fresh and the options were more limited than at other Residence Inns in which we have stayed...
Finally, there was a mix up in our reservations...long story short, we went through Expedia for this reservation...accidentally made two reservations instead of one....thought I had cancelled one of them (but admittedly, failed to click "cancel" on the cancellation page)...the fact I had two reservations in my name for 5+ days and yet only checked in for one of them was never brought up during my stay...after the stay was over, I found out about this error and brought the issue up with Expedia...they recognized the issue and called to see about getting something adjusted...the manager at this Residence Inn would not grant any adjustment (thus I was double charged for 5 nights)...I then turned to Marriott's rewards customer service...everyone within the rewards and regular Marriott customer service was very helpful, understood the situation, and one more than one occasion reached out to this hotel about an adjustment, to no avail. Finally,I spoke with Mr. Marriott's office directly, told them the whole situation and they handled the adjustment....
In the end, my appreciation and loyalty to the Marriott brand was increased by this experience. Everyone with Marriott was helpful, appreciative, and went out of their way to rectify this situation. However, I will not stay at this particular hotel ever again. The hotel itself warrants 3 stars, but the problems with addressing the reservation issue lowers it to 2 stars....
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