Courtyard by Marriott Abilene Southwest/Abilene Mall South — Hotel in Abilene

When we got to the hotel they were very quick to get us into a room. The room was on the first floor which was great (having a 3 year old and a 3 month old with all of our things.) When we got to the room it smelled like a smoking room. I am highly allergic to cigarettes. My husband went to the lobby to tell her about the room and the lady assured him no one smoked in the room. (We were in town for a wedding and I was in the wedding) we had to get to rehearsal dinner so left the hotel. Before we even got to dinner my nose was so congested I could not breath and my eyes were swollen and blood shot. I thought I was going to be unable to be in the wedding the next day. I had to take two different medicines to control the reaction and could not sleep all night because of it. When we got back to the hotel I went to the lobby and they switched us into a room on the second floor. This room was two full beds instead of the king we reserved. My daughters bed was so old and tattered I went and got my own sheets to put on both of our beds. There were dirty socks that someone before us left in the room. It was almost as if the housekeeping did not even clean our room before we stayed. The cleaniness was the worst I've ever seen at a hotel. The next day I got up and my husband drove me to the wedding chapel to start getting ready. Shortly after he returned to the hotel with both girls he received a call on the hotel phone from a very rude woman stating if he was not out in thirty minutes they would be escorting him out. She said we only had reservations for one night. My husband had to call me frantically while I was in the middle of getting my hair done with the bride to discuss this issue. I quickly sent pictures of our reservations stating we were to check out 4/17/16. When they saw they reservation their tone quickly changed. This over all experience was terrible and we will probably never be staying at another Merriott and we will definitely never stay at this one. Along with the cleanliness being terrible their customer service was as well. We were very disappointed and this experience ruined our wedding weekend...

My stay was an extremely disappointing! On Friday, we (me and my 80 year old parents) arrived at 6pm to check-in (3 hours after check-in time). We were told we would have to wait 30 minutes. This would not work for us because we were going to my daughter's ACU soccer game at 7pm. So I did a mobile check-in (which said 6:45 room would be ready) so when we returned late after the game we would just get keys and go to the room. At 11:15pm when we returned I was told the room was not ready it would be another 15 to 20 minutes. Asked if this would be Okay, I replied no, but I guess it really doesn't matter. DON'T UNDERSTAND PURPOSE OF MOBILE CHECK-IN IF IT DOESN'T CHECK YOU IN. Concerned by the circumstances I asked to confirm, this is a two queen room. Nope it was a king for me and my two elderly parents. He did check and my reservation was for two queen beds. So I was to sleep on the pull-out, but it was terrible. It might have worked for a small child, but mattress was thin and you could feel every bar. Ended up sleeping on the small curved couch. Our room had a light out so I had to get a new light bulb, it also didn't have but one set of towels for the three of us, so I had to ask for more of those. I had to ask for pillow, blanket, and sheets for the couch. Would have thought they would have taken care of those things without having to be asked considering the situation. Now I am Gold Elite, whatever that is suppose to get you, not much I am quickly learning.

The front desk people were apologetic and nice, but that didn't change the fact that my reservation was completely ignored, and rooms were not ready for check-in. This was not the Courtyard Marriott experience I was expecting. They did not charge me for the stay which I did appreciate, but that did not make up for the poor circumstances we experienced.

Again extremely...

Do not waste your time here. Disorganized, smells like smoke, and I was given a key to someone else’s room!!

I called and booked a room over the phone for myself and my daughter to stay on our way home from lubbock. Gave my card info and all. All was good. Upon arrival, I gave my name to the lady who finally showed up at the front desk. She asked if I was at the right place, and I checked the address and yes I was. Then 1 second later she finds my info and a sticky note with my name on it to sign me up for their rewards program. The whole place smells like cigarette smoke. She gives me the key to our room (that’s the entire check in process) and we get our bags and go to the room. Open the door, and someone else is in the room!!!! It was someone else’s room. So I go back and tell her after waiting at the front desk for 5 min for her to appear again. She said “ why did I give you that room”. Then gives us another key to another room. I tell her that we need a non smoking room due to asthma and she tells me all rooms are non smoking. Which is incredible, since it smells very strongly like a bar in the lobby and rooms. So we go to the smokey smelling room. This is all at about 8:30pm Then, this lady calls our room at 10:45 pm asking if we can come to the front desk with a credit card. My daughter is the one who answered the phone and told her yes. We are in bed at this point. And I say that I’m not going now, I’ll go in the morning. The lady calls back 2 more times and then comes knocking on our door at 10:50pm. After telling her i had already given my card over the phone, asking why it wasn’t taken again at check in if they didn’t have it, and letting her know it’s too late for me to go down to the lobby, she says she will call again and take it over the phone I would never...