Comfort Suites DeSoto Dallas South — Attraction in DeSoto

First of all, upon entering the front door, the representative at the counter (March 30, 2024, around 5:30 pm) did not welcome me nor was very friendly. He made me feel uncomfortable actually. I am a rewards member and have been for over a decade. I have frequented many hotels and this recent stay at this hotel, for the first time, was very disappointing. The representative that checked me in, was rude and unprofessional. His name may have been Dorian, I didn't catch his name. He didn't have any knowledge of how long the hotel had been there. When I entered my room, I was very unhappy with the presence of the carpet. When I arrived back to the counter to request a room change, he was on his personal phone with the phone speaker engaged. He started to go back and forth with me while on his personal call and was irritated because he had to end the call due to my requesting to change the room. I asked him for a room change due to the horrible stains on the carpet; he almost refused telling me he couldn't because he has to check to see if beds were used. I told him I didn't utilize the room at all, I opened the door, saw the carpet and closed the door. He was almost arguing with me, in front of another customer, about changing the room. I felt very uncomfortable and unsafe staying there. As my family and I left to attend our family gathering, the same guy was at the counter socializing with another guy, it seemed, someone he knows personally. They started to stare at us as we left for our engagement making all of us uncomfortable. At that point, I was concerned with my belongings, also, as I left. When we returned to the hotel later that early morning, it felt very unsafe due to people were hanging around in the parking lot. During breakfast, one of my family members were rudely bumped while trying to get a plate. She was standing there to get a plate and one of the STAFF, a Hispanic lady, rushed in front of her and reached in front of her, bumping her and grabbed a plate to start preparing her breakfast. I thought the paying customers were first to eat anyways. It wasn't the kitchen lady who was actually trying to make sure the food was stocked. It was another lady who came of a door near the front desk, that was labeled STAFF; that particular lady was extremely rude. I was just super frustrated and unhappy with the stay at this hotel. I really request a refund for the inconvenience and unprofessionalism of the staff located there at the Comfort Suites DeSoto...

A Disappointing Stay

I recently stayed at the Comfort Suites in DeSoto, TX, operated by Dallas DeSoto Hospitality LLC, and unfortunately, my experience fell well below expectations. Despite being associated with a notable brand like Starwood Hotels, the level of cleanliness, maintenance, and overall service was quite disappointing.

Cleanliness and Maintenance: The most glaring issue during my stay was the cleanliness—or lack thereof. The condition of the sofa in my room was particularly unacceptable. It was visibly dirty, with stains and an overall appearance that made it clear the furniture had not been properly cleaned or maintained in quite some time. Sitting on it felt uncomfortable, and I was left questioning the hygiene standards of the hotel.

Additionally, the bathroom had significant issues. The ceiling had large patches of discoloration, suggesting either a water leak or mold growth, which is a serious health concern. The stains were extensive and clearly not something that had been addressed recently. It’s unsettling to see this in a hotel that should prioritize guest safety and comfort.

The state of the tile and grout around the shower also raised concerns. Cracks were visible, and there was clear evidence of poor upkeep. The corner where the shower meets the wall had peeling paint, cracked caulking, and a generally deteriorated look that gave the bathroom a shabby, neglected feel.

Lack of Attention to Detail: What added to the frustration was the overall lack of customer service. Staff unable to communicate to each other shift to shift. Front desk checking you out of your room each day when staying more than one day which then deactivated the keys. Staff was short and rude. There is no attention to detail in the upkeep of the hotel. Simple things, like the cracked and chipped areas around the bathroom, were an eyesore. In the hallways, there was a general lack of cleanliness and a sense that things weren't being maintained to a professional standard. The management should take greater care in addressing these problems before they worsen.

Considering this hotel is under the umbrella of a recognized brand like Starwood Hotels, I had expected far better. The lack of cleanliness and proper maintenance severely impacted the quality of my stay. I would not recommend this property unless significant improvements are made. Until then, I’d advise potential guests to look elsewhere for...

I am absolutely outraged by the treatment I received at this hotel. After arriving slightly earlier than the check-in time—due to work obligations beyond my control—I was met with an attitude that was not only rude but downright hostile. The receptionist immediately told me I had to leave and wasn’t even allowed to wait in the lobby. Excuse me? What kind of service is that? For a paying customer, this level of disregard is simply unacceptable.

Any competent hotel would understand that flexibility, especially for guests with legitimate reasons, is a fundamental part of hospitality. But instead of finding a solution, she was dismissive, cold, and seemed to take some kind of pleasure in denying any assistance. Other hotels are more than willing to expedite room preparation when guests arrive early, but apparently, that concept is lost on this place. When I politely asked if I could at least leave my belongings in a secure area while I waited, her response was even more astonishing: “We don’t have any place for that.” Really? No place at all? This is a hotel, not a roadside shack.

To make matters worse, I had to call a taxi and, with all my luggage in tow, was forced to wait at a nearby truck stop. This is hardly the level of service one would expect from any decent establishment.

The lack of basic human decency from someone whose job revolves around hospitality was staggering. I am not here on vacation—this is a business trip, one that comes with its own stresses and demands—and I was still treated like an inconvenience. The bare minimum I expected was some understanding and perhaps a bit of empathy, but apparently, that’s too much to ask from this establishment.

If it weren’t for the fact that my reservation was non-refundable, and I’d be charged the full amount if I canceled, I wouldn’t spend another second in this place. The location may be decent, but no place is worth tolerating such appalling behavior. This hotel is lucky that the policy trapped me into staying, because otherwise, I’d take my business elsewhere in a heartbeat.

Attaching a photo of the person in question, as I unfortunately don’t know her name. Management should look into this matter immediately, or they’ll lose more customers...