We were planning a "staycation" for spring break and my niece joined us. We needed to return her to the DFW airport (and live three hours away) so we decided to stay in the penthouse suite at the Residence Inn to give us space to enjoy our night "away."
Let me say, the room layout is fabulous and I might have just had one of the best stays ever . . . there was a nice kitchen, living room, bedroom (for my husband and me) and loft (with queen bed and bathroom for the kids) except it was the worst!
It started as we were five minutes away and as I was checking the reservation confirmation on my phone I noticed we had been changed to two studio suites. I called and was told that since we were staying one night and they were oversold that they moved us. As this was our "vacation" (and my birthday!) I suggested they move someone else since I'd had the room booked for several months. She agreed to honor the reservation. We checked in minutes later, got the keys, and . . .
the minute I walked in the room I reeled from the stench of smoke that permeated all the rooms!
I immediately called the front desk and asked for an employee to come check out the situation and to switch our rooms. Despite our relatively "early" check in at 5:00 PM, I was told again that they were sold out of penthouse suites and there wasn't one available. Didn't quite believe that all other penthouse suite guests had already checked in -- do believe that since we were staying one night only they weren't willing to let us move.
My husband opened all the windows, propped the door open, and the kids pleaded to stay in the suites -- three TVs here instead of just one in a standard room. Everyone got their own show (we don't have cable TV at home so it's a BIG deal when we stay at a hotel).
I hoped to get used to it. Never did. I called front desk again and was told they would send someone to come check out how bad the room was when there was someone to send (said she was working alone). On a Friday night between 5-9 PM? No one ever came or called us back.
Truly hated every minute of it. Felt I couldn't breathe and woke up throughout the night many times gagging. It was that bad.
Took niece to airport at 4 AM. Returned to hotel and sat in the lobby until 8 AM reading a book so that as soon as rest of the family woke up we could leave. Front desk clerk asked if there was a problem, I said yes and shared my disgust (again) and was told, "Oh yeah, there is a note here about that. Don't worry, you won't get charged for the smoke smell." I asked for comment cards and an address to mail them and was assured I would get a survey link post-check out by email. I shared how glad I would be to fill out the survey.
Just before we were leaving, I got a call from the manager saying he was sorry no one ever came by to the room (why didn't he instead of calling?) and that the room would be comped. The money didn't make it okay. It was the worst night I've ever stayed in a hotel and I travel frequently. More importantly, the lack of caring from the staff was appalling.
Funny thing also, when the room is comped, you don't get an email survey link after all. So here it is.
- Official Description (provided by the hotel):
- Studio and penthouse suites, including separate living andsleeping areas • Nonsmoking and ADA-accessible rooms •Fireplace in some suites • All suites with fully equipped kitchen •Featuring fully equipped kitchens with refrigerator, microwave,and coffee maker • Flat-Panel LCD HDTV • Complimentary cableTV with premium channels • Remote-controlled cable TV • Ample,well-lit, work area with desk • Complimentary high speed wiredand wireless Internet access ... more less
- Reservation Options:
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- Also Known As:
- Residence Inn Dallas Las Colinas Hotel Irving
- Residence Inn Irving
- Irving Residence Inn