Dallas/Plano Marriott at Legacy Town Center — Attraction in Plano

The hotel is in a very nice area and the setup is nice. But we did not have a good experience during our stay (6/3 - 6/6). Our room was not clean upon checking in. My wife and I had to try to clean and sanitize something sticky all over the top of the desk in the room, as well as one of the night stands. After the first night's stay, our room keys stopped working, only to find out that our 3-night two-room reservation had been incorrectly entered into their system as being only a 1-night stay. I only found this out when I was at the front desk getting my room keys reactivated. The front desk rep asks if I was needing a late checkout since it was already after 1:45pm. Bewildered, I tell him that I booked a 3-night reservation. He tells me that the system only shows a 1-night. I had to show him my confirmation email on my phone for him to believe me. I also did not receive any apology. After about 10-15 minutes, he gets reservation corrected in the system. After being given new room keys, I take the elevator back up to my room and the keys still do not work. I come back down to the front desk to let him know. A different person gets me new keys and accompanies me to my room. She was very apologetic and helpful. The room keys still don't work though so maintenance is called. Meanwhile my wife and mother-in-law are waiting in my running car in the front of the hotel in the pickup/drop area. It takes about 40 minutes for all of this to be rectified, as maintenance had to come change the battery in my room door. Now that I've made it back home, I see that the hotel has two additional separate charges totaling $1,000 pending to my card for what looks like someone else's rooms. This is in addition to the $1,255 for my rooms that has already been paid and cleared my bank account. The additional $1,000 is NOT for incidental charges of $407.58 - those amounts have already fallen off my card. These are NEW charges for someone else's rooms, incorrectly pending to my card. After waiting all day today to hear back from this hotel's accounting department (I called and left a detailed messages at 7:50a.m.), I had to get my bank involved. My bank called Marriott directly at almost 4pm this afternoon 6/9 to conduct a conference call to get the additional pending charges removed. This only after 5 calls to the front desk, leaving a detailed voicemail with accounting, and sending emails directly to this location's accounting department, as well as Marriott corporate. I have yet to receive a call or email response from any of them. There is no way I will stay at this Marriott again. Poor service and experience on...

The staff is friendly and accommodating. Guy, the bartender, will bend over backwards to make sure you're comfortable and cared for. On the other hand, the building and the "amenities" require some upgrades.

The bathrooms don't have exhaust fans. At all. So, as you could imagine, this poses two big problems. If you go number 2, you're going to smell it until your in room air conditioner cycles the air of the room. Closing the bathroom door - locking the air in - will only make it so that you will smell your own filth for HOURS after the event. This may sound funny but it's not.

Exhaust fan issue #2: the steam from your shower will be with you throughout the day. I would shower around 630 AM and when I would come back from work - sometimes 14 hours later - the room would feel like a sauna. Honestly, my hockey teams locker room is more pleasant after a shower than my hotel room. The humidity in the room is unbearable and made it hard to sleep.

If this doesn't sound serious to you, imagine a room where steam forms on windows in such high amounts that the carpets at the base of the window are soaked from water dripping down the windows. Then imagine how often they clean the carpets. Then imagine how long this is going on and what form of smells and mold would breed in an area of high humidity and direct moisture.

Room service is not good. (Except the guacamole is incredible...really).

Again, the staff is awesome. I'm sure the event rooms are awesome too. But I've stayed here for a week and at this point I'm miserable in my own room. Nothing anyone can do about about exhaust fan renovation but after reading this review, you should know that there are literally 30 other hotels in the area. Some of which are Marriott brands. Don't stay here. Sometimes it's the little things. And this place just doesn't the capacity to get them right.

Lastly, the Valet guys require a medal. They are out there in the super cold and still mange to be friendly and quick and awesome. I don't even use the valet service but, good lord, I can't imagine maintaining the level of hospitality they show despite...

I booked a business offsite meeting at the Dallas/Plano Marriott at Legacy Town Center for the 2nd week in June and have been wowed by the service my 13 teammates and I had received while staying there, beginning with Sales Manager, Amanda, reaching out quickly when I first inquired about our stay there, and ending with Event Manager, Angie, coming by on the day of my check out to personally thank me for booking. ||Personal touches go a long way! There was also the Banquet Manager, Marcos, who came by with a smile and friendly conversation early on our first day to ensure our meeting and dining rooms met our satisfaction. Sergio followed up with us as well. The Red Coat Direct app was a useful tool that we used during our meetings where all our questions were handled expeditiously by this tremendous staff.||I was pleasantly surprised when I checked in and discovered that Angie had upgraded my room since I was the planner of this work event. What a thoughtful detail that did not go unappreciated. Two coworkers had delayed flights out for the following day, but the front desk resolved their concerns by seamlessly accommodating them with another night. ||Upon check-in, one of my teammates was asked if he would like a wake-up call. When he didn’t answer the phone the following morning, he was met with someone at the foot of his bed, checking to see that he was alright (and alive). We all got some chuckles from that story!||In this day and age, service is not as prevalent as it once was, but this Marriott raised the bar. Each staff member that I interacted with or watched as others interacted, stopped immediately what he/she was doing to focus on the customer. That carries a lot of weight, especially in the hospitality business. There were also many friendly smiles and warm “hellos” by others.||The ambiance of the lobby, guest rooms, lounges, and meeting spaces were beautiful and elegant, providing the perfect environment to meet or unwind. ||I hope to have the opportunity to plan other events, both business and personal, at the Dallas/Plano Marriott at Legacy Town Center. Thank you for a...