Courtyard by Marriott Dallas Addison/Midway — Hotel in Addison

After an exhaustive search, comparing dozens of hotels, reading reviews, etc. - finally decided to make a reservation here for a DOUBLE NON SMOKING. No problem making online reservation (2 days in advance), but when it came to the hotel fulfilling their obligation of actually providing that room, we had issues. I knew we would be arriving late, so we called the hotel around 6:00 pm Saturday evening (March 07) to advise of late arrival (and to make sure they didn't sell our DOUBLE NON SMOKING room). At the end of the call, for some reason, I asked them to confirm the room type. She answered that I was in a KING room. I explained that I was traveling with my daughter and I had booked a room with two beds and expected that room type. She explained that housekeeping didn't clean enough of those rooms that day, so they put me into whatever room type that was available. Yes, she actually said that. So, again, I informed her that we would be arriving around midnight and asked that she get a DOUBLE room set up. She said she would talk to housekeeping. FF 6 hours. At check-in, the desk clerk never provided me with a registration card for signature (how many times have you ever checked into a hotel and not been forced to sign and initial over and over?!). I even asked because I wanted to confirm the rate. "Nope, nothing to sign" and she handed me the keys. Considering what happened next, I'm pretty sure she never checked us in, just gave us keys to a dirty room that had been assigned to us after the phone call 6 hours earlier.

We went to the room and much to my surprise, it was a DOUBLE NON SMOKING! Also, much to my surprise, it was still dirty from the last guest. We walk back down to the front desk where the manager on duty (?) had a houseman go up and 'clean' the room. He also told us to help ourselves to a snack from their little store - little consolation. 40 minutes later (yes, now approaching 1:00 am), we go back to the room. On the surface, it looks OK. We finally collapse in bed, only to discover there is no top sheet (only the fitted sheet)...on either bed! How odd?! Exhausted and just thankful to have a room, we just went to sleep.

From what I could tell, the property is fairly well kept and the room was OK otherwise, but the poor inventory management (We just stick our guests into any room type we have since housekeeping didn't clean the types we need), poor response time (we called 6 hours in advance and had a lengthy conversation about needing the correct room type) and apparent total inadequacy of the FD & housekeeping staff is too much.

There are dozens of nice hotels in the area - we will not risk this experience again by staying at Courtyard-Addison Midway. I am a seasoned traveler (and actually worked for Hilton for 14 years), so I know hotel operations and know full well that 'things' happen, but there is no excuse for this level of poor...

After an exhaustive search, comparing dozens of hotels, reading reviews, etc. - finally decided to make a reservation here for a DOUBLE NON SMOKING. No problem making online reservation, but when it came to the hotel fulfilling their obligation of actually providing that room, we had issues. I knew we would be arriving late, so we called the hotel around 6:00 pm Saturday evening (March 07) to advise of late arrival (and to make sure they didn't sell our DOUBLE NON SMOKING room). At the end of the call, for some reason, I asked them to confirm the room type. She answered that I was in a KING room. I explained that I was traveling with my daughter and I had booked a room with two beds and expected that room type. She explained that housekeeping didn't clean enough of those rooms that day, so they put me into whatever room type that was available. Yes, she actually said that. So, again, I informed her that we would be arriving around midnight and asked that she get a DOUBLE room set up. She said she would talk to housekeeping. FF 6 hours. At check-in, the desk clerk never provided me with a registration card for signature (how many times have you ever checked into a hotel and not been forced to sign and initial over and over?!). I even asked because I wanted to confirm the rate. "Nope, nothing to sign" and she handed me the keys. Considering what happened next, I'm pretty sure she never checked us in, just gave us keys to a dirty room that had been assigned to us after the phone call 6 hours earlier.

We went to the room and much to my surprise, it was a DOUBLE NON SMOKING! Also, much to my surprise, it was still dirty from the last guest. We walk back down to the front desk where the manager on duty (?) had a houseman go up and 'clean' the room. He also told us to help ourselves to a snack from their little store - little consolation. 40 minutes later (yes, now approaching 1:00 am), we go back to the room. On the surface, it looks OK. We finally collapse in bed, only to discover there is no top sheet (only the fitted sheet)...on either bed! How odd?! Exhausted and just thankful to have a room, we just went to sleep.

The staff needs to be trained on inventory management, telephone procedures/guest service, room assignment & check-in procedures. Bad experience made only slightly better because they finally did get us into a room...

I recently had a very disappointing experience at Courtyard Dallas Addison Midway. I arrived around 2:30 AM after making a reservation through the Marriott Bonvoy app for September 1st. Unfortunately, the system was still showing August 31st, which created a check-in issue.

When I approached the front desk for help, the associate on duty, Mya, was unhelpful, confrontational, and dismissive. Instead of offering a simple solution—such as modifying the reservation so that I could check in—she refused to assist and told me the only option was to pay a walk-in rate. Despite me remaining calm and respectful, she made it very clear she was not interested in providing customer service.

In the end, I had to call Marriott’s customer service line myself. Only after they intervened and contacted Mya directly was my initial reservation canceled without penalty. This situation could have been resolved easily if the associate had been more approachable and solution-oriented from the start.

Furthermore, while the rooms are clean and recently renovated, there are noticeable stains throughout. The walls are extremely thin, and the cleaning staff do not take into consideration that some guests may still be sleeping in the morning hours. They are also quick to remind you that checkout time is approaching, even if you’ve arranged a late checkout.

As a Marriott Bonvoy member, I’ve come to expect a much higher level of service. Sadly, this was one of the worst customer service experiences I’ve had at a Marriott property, and future guests should be aware of the poor overnight service here.

**Note: I did receive bed bug bites after staying here FYI!...