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Reviews (172)
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Reviewed 14 June 2018 via mobile

I have writing reviews like this because it reflects on the staff and it shouldn't. This is purely am ownership issue. The staff is super friendly, pleasant and always have a smile. The hotel is in desperate need of a refresh. The lobby and entry are fine, they've been updated with the newer Courtyard schemes. But, the rest of that hotel is in sad shape. It is mediocre at best, and for a Courtyard, a business traveler specific brand it is a disgrace. Every hallway carpet is stained and in numerous spots. There are threadbare areas of the carpets, wallpaper in the hallways and guest rooms is peeling at seams and the elevator sounds like it's crying for oil.
The rooms are at least 8 years old, there are no USB charging ports anywhere, the tv faces the side of the bed, the HVAC unit is an old PTAC wall unit with temp controls on the unit. The desk is battered and the coffee maker arms like home from a crappy catalog on some grandma's catalog of cheap gifts.
The mattress hasn't been changed in likely a decade and it feels like you could use it as a trampoline it's so shot. The towels are old, the original bad run of Courtyard "we made a mistake with these towels" purchase from the original remodels. They're bad to start when they're new, now they just are rough.
The shower had ok pressure, but with the hotel hot water stinks or they have a limiter on the valve where "warm" is as hot as it goes. The sink faucet leaks like a sieve when you turn it on. But, the room was clean, the sheets crisp and the staff pleasant.
The ownership of this hotel needs to step up and do a full refresh, I will not stay here again until it is fully renovated. It's an embarrassment to the Courtyard Marriott brand.

Stayed: June 2018, travelled on business
Thank Mark S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Mario C, General Manager at Courtyard Dallas Lewisville, responded to this reviewResponded 14 June 2018

Dear Mark S,

Thank you for taking the time to review our hotel.

As we pride ourselves on delivering a memorable hotel experience during your travels, we have unfortunately fallen short of our goal during your recent stay. I am very sorry our current appearance was not what you had anticipated for most of the hotel. We strive to maintain the highest standards, not only in service, but also with regards to maintaining the overall look and feel of the hotel. I do want you to know that we are in the final stages of planning and approvals of an overall renovation for the hotel in the near future.

Upholding our commitment to provide a memorable experience with exceptional service, we hope to have an opportunity to better your experience with us whenever your travels bring you back to Lewisville.


Sincerely,
Mario A Cuevas
Area General Manager
Courtyard Dallas-Lewisville
806-316-3100

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 16 February 2018

I stay in Marriott Courtyard hotels often – mainly for consistency. This hotel had a friendly staff, but the building itself is well below the expectations for Courtyard. Overall dated and a run-down feeling present everywhere. The beds lacked any kind of support. Not recommended. This one needs a renovation before I'd return.

  • Stayed: February 2018, travelled on business
    • Rooms
    • Cleanliness
    • Service
Thank halftone6
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Mario C, General Manager at Courtyard Dallas Lewisville, responded to this reviewResponded 17 February 2018

Dear halftone6,

Thank you for taking the time to share your recent experience at the Courtyard Dallas Lewisville through TripAdvisor.

I am very sorry our current appearance was not what you had anticipated be on our rooms. We strive to maintain the highest standards, not only in service, but also with regards to maintaining the overall look and feel of the hotel.

Unfortunately; sometimes essential required renovations in our guest areas is needed and we are working to finalizing plans for some property updates.

Although we fell short of meeting your expectations during your past stay, I hope you will consider Courtyard Dallas Lewisville on your next visit to Lewisville so that we can better deliver upon the guest experience you deserve.

Sincerely,

MARIO A CUEVAS
Area General Manager
Courtyard by Marriott Dallas-Lewisville mario.cuevas@pillarhotels.com

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 25 October 2017

The last time I stayed at this location, 3 years ago, the property was old and tired. When I walked into the lobby and saw the remodel that matches most other Courtyard properties, I was thinking that the rooms also had an upgrade. Not on your life! This is the original decor with one of the most broken in, used and abused mattresses I can recall in a long time. The towels and linens are like sandpaper, the sink and faucet are awful and the carpet is horrendous. I'm glad that I don't carry a blue light on my trips. Now my hotel chain of choice and long time diamond status is with Hilton. But I am Gold with Marriott and would expect some type of amenity upon check in. Nope, not even a bottle of water, and no bottled water in the room, either. When I requested an upgrade upon arrival, the standard reply of "Sorry, we are totally sold out" was the reply. Didn't even take the time to look and see what was available. The final disappointment was the lack of any courtesy coffee in the lobby for an early departure and no way to have the paid Starbucks machine turned on. Just a very bad experience with so many other hotels within shouting distance of the Courtyard entrance. Clean up your act and spend some of your many sold-out nights revenue on making the property acceptable.

Room Tip: Stay away from highway side of hotel
  • Stayed: October 2017, travelled on business
    • Sleep Quality
    • Rooms
    • Service
Thank Keith N
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Mario C, General Manager at Courtyard Dallas Lewisville, responded to this reviewResponded 26 October 2017

Dear Keith N,

Thank you for taking the time to post a review in TripAdvisor regards to your recent stay at the Courtyard Dallas Lewisville.

As we pride ourselves on delivering a memorable hotel experience during your travels, we have unfortunately fallen short of our goal during your recent stay. Please accept our sincere apology for the conditions mention on your review as well as the comment about the no upgrade available and no complementary coffee in lobby. We have shared your feedback with the appropriate hotel team to ensure that this was an isolated issue that is corrected moving forward. Do know that we are on the final stages of detailing overall property updates that will be in effect by next year. Regarding the no upgrade unfortunately the staff had been made aware that we had been sold out for several days and that was the reason the Front Desk person was to quick to respond, and for the complementary coffee in the lobby Courtyard standards preventes for us to do that in the our brand.

Upholding our commitment to provide a memorable experience with exceptional service, we hope to have an opportunity to better your experience with us whenever your travels bring you back to Lewisville.


Sincerely,
MARIO A CUEVAS
Area General Manager
Courtyard by Marriott Dallas-Lewisville
mario.cuevas@pillarhotels.com
972-316-3100

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 17 October 2017 via mobile

As platinum rewards members, we generally like staying in Marriott properties. The perks can at times make it more pleasant. But, our experience here was awful. I was willing to overlook the old yellow-tinged shower floor and shower walls, picture included. I was even willing to overlook the foul smell in the room. It smelled like dirty feet/sewer. Perhaps they haven't changed the AC filters in a long time or refreshed the room between customers? The should-be white bedding and towels were all well-worn and had the similar yellowish tinge that the shower had. What we are not able to overlook was the 2 inch cockroach in the room. Pic included for that as well. We checked out immediately and will surely never return. Frankly I'm wondering if a call to the health department is warranted.

Stayed: October 2017, travelled as a couple
Thank Ana Liza G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Mario C, General Manager at Courtyard Dallas Lewisville, responded to this reviewResponded 18 October 2017

Dear GreeneAL,

Thank you for taking the time to post a review in TripAdvisor regards to your recent stay at the Courtyard Dallas Lewisville.

As we pride ourselves on delivering a memorable hotel experience during your travels, we have unfortunately fallen short of our goal during your recent stay. Please accept our sincere apology for the conditions mention on your review as well as the comment about the bug in the room. We have shared your feedback with the appropriate hotel team to ensure that this was an isolated issue that is corrected moving forward. Do know that we are on the final stages of detailing overall property updates that will be in effect by next year.

Upholding our commitment to provide a memorable experience with exceptional service, we hope to have an opportunity to better your experience with us whenever your travels bring you back to Lewisville.


Sincerely,
MARIO A CUEVAS
Area General Manager
Courtyard by Marriott Dallas-Lewisville
mario.cuevas@pillarhotels.com
972-316-3100

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 24 September 2017 via mobile

Driving through the area and needed a place to stay, and Courtyards are generally pretty safe bets. The room rate was pretty great too considering the other rooms in that complex were over double that price. The lobby was just renovated so very clean, nice sitting areas and breakfast bar area with Starbucks, a small snack/necessities shop. However, the halls and rooms are definitely in need of a Reno and very soon. They are very dated and tired. However, my room was clean and for the rate I paid (like $86), clean is about the best you can hope for! The front desk was very friendly and told us the rooms should start renovating this year. So hopefully when you stop by the my will be clean AND new! Safe travels!

Stayed: September 2017, travelled with family
Thank Laurenrenae
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Mario C, General Manager at Courtyard Dallas Lewisville, responded to this reviewResponded 25 September 2017

Dear Laurenrenae,

Thank you for taking the time to share your recent experience at the Courtyard Dallas Lewisville through TripAdvisor.

I am very sorry our current appearance was not what you had anticipated be on our rooms. We strive to maintain the highest standards, not only in service, but also with regards to maintaining the overall look and feel of the hotel. Unfortunately; sometimes essential required renovations in our guest areas is needed and we are working to finalizing plans for some property updates.

Although we fell short of meeting your expectations during your past stay, I hope you will consider Courtyard Dallas Lewisville on your next visit to Lewisville so that we can better deliver upon the guest experience you deserve.

Sincerely,
MARIO A CUEVAS
Area General Manager
Courtyard by Marriott Dallas-Lewisville
mario.cuevas@pillarhotels.com

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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