Our team is in Dallas on business and half of us are staying at this hotel and the other half are staying at a nearby Sheraton. Since I’ve checked in on Tuesday I’ve experienced the absolutely worst customer service that I’ve ever experienced at a Marriott Hotel.
I checked in and entered my room to feel a cold blast of air (the AC was on High Cool...that can’t be eco friendly). On top of this my room AC system is making an incredibly annoying noise and b/c it was past midnight when I checked in I turned on the TV to drown out the noise and complained the next morning. When I came back yesterday the noise was gone but unfortunately as I’m up at 5am writing this nreview and I’m listening to this noise again. Seriously.
I went to the continental breakfast area. The oatmeal was watered down and there selection was limited...only two fruit selections...small variety. I asked for a bottle of water and the employee instructed for me to go downstairs for this. (Why can’t you sell water upstairs?) I went to the front desk and she told me it was in the marketplace area. Walked over and saw nothing but soda. My team is with me at this time as we were heading out and everyone wanted to grab a bottled water. I told the front desk rep that the water is out and she said “well then we don’t have any.” So you mean that there is not one single bottle of water in the entire building or was she too “busy” to go grab a few bottles for us? A nicer customer service response would have been…”we have fresh water and cookies behind you but unfortunately I can’t leave my desk to grab any at the moment.” She could have also said “there’s a CVS one block away as an alternative option.”
The icing on the cake… I woke up this morning around 4:30am in the morning and called downstairs and spoke with a woman at the front desk. I’m 5 months pregnant and have been under the weather so I asked could two bottles of water be brought up to my room. She says, “I don’t have anyone to bring it to you. My valet is out getting a car right now.” I told her I didn’t mind waiting until they are back. She says, “He has other cars to get after this one so it’s going to be awhile.” I said “ok” and then we hung up. I’m surprised that the Valet would be this busy before 5am. 15-20 mins later I have a knock on the door and the valet guy is standing outside of my room with two bottles. I’m thinking “Oh, what a surprise b/c I was getting dressed to go downstairs.” He hands me the bottles and says, “They told me to tell you that next time you need to go downstairs to the marketplace and get these yourself.” Are you serious? I said, “who told you to inform me of this?” He said “the girl at the front desk.” So time out - why didn't she just nicely inform me of this over the phone that this was a onetime courtesy instead of making up excuses for how busy “her people” were.
So frustrated, I called the front desk again to ask for Jeff Durham’s email, the General Manager and the front desk person said "I don't have Jeff’s email." She gave me someone else's and with attitude concluded with “you want my name too?”
Your staff talks to me as if they are not in the customer service business at all, as if I’m not paying to stay here, as if I’m we’re just two random people passing each other on the street.
I’m astonished at this b/c I’ve stayed in Marriott hotels all over the world. The other half of my team is staying at the Sheraton hotel nearby and they’ve said that they are really enjoying the experience. I’m regretting my decision on staying here and would definitely not recommend this hotel for future reference.
- Official Description (provided by the hotel):
- When it comes to comfort and convenience, SpringHill Suites by Marriott Dallas Downtown/West End delivers big. Elevate your adventures in the Dallas West End area while visiting our hotel, and enjoy proximity to top Dallas attractions including Dealey Plaza and American Airlines Center, home to the Mavericks and Stars games. Everything is bigger in Texas, and our Dallas West End hotel suites are no exception. Boasting 25 percent more space than traditional hotel rooms, our stylish suites offer separate areas for working, relaxing, and sleeping. They are perfect for unwinding after a day of excitement near our Dallas West End hotel. We invite you to stay with us and wake up to enjoy our complimentary breakfast buffet, or grab something on the go from The Market, which is open 24 hours a day and now features a beer and wine selection. When you want to unwind, you can work up a sweat in our state-of-the-art fitness center or enjoy a refreshing dip in our outdoor pool. If you are in town without a ride, we welcome you to take advantage of our free shuttle service to destinations within 3 miles, or travel around the city on the DART -- there's a station just half a mile away. Book now! ... more less
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- Also Known As:
- Springhill Suites Dallas Downtown West End Hotel Dallas
- Dallas Springhill Suites