Dallas/Addison Marriott Quorum by the Galleria — Hotel in Addison

I should have realized something was lacking when checking in I was told that my king-size bed I reserved I couldn't have, that I had 2 choices, a king size bed with a broken phone (which it turns out I ended up needing) or two double beds. I decided on having a working phone. Also, surprise, we are going to charge you $17/ night for parking. Wow, thanks. Once in the parking deck very few handicapped parking spaces, 2 per level. Nice long walk to door as handicapped spaces were gone. Given room on 9th floor as far from the elevator as possible. Pro- room was clean and up to date decor. Next tried to get ice. Machine never worked during the entire visit. Tried the 8th floor ice machine. Again, not working. Went to lobby. Must be a common issue as they had a bin of ice by the bar to get ice, although, 2nd morning I tried to get ice this bin was not there. Staff seemed to treat your expecting working ice machines to be an over realistic expectation on your part, the paying customer. Then went to 10th floor for on site laundry room. There is only 1 washing machine and 1 dryer, NO change machines for making change. Okay, back to lobby to get a roll of quarters (after waiting in 20 minute line with others trying to check in.). Back to 10th floor to start laundry. Five minutes later another person comes to do their laundry. They were not happy there was only 1 machine that was already occupied. They proceeded to curse at me before leaving in a huff. Fun experience, NOT! 2nd day I was gone from my room for 7 hours. Housekeeping NEVER touched my room. Okay, your room rates are higher than ever. No where does it say housekeeping services are not provided. (Have no idea if this is their policy.) I certainly saw and HEARD Housekeeping as they made a racket calling to each other starting first thing in the morning. Never have stayed somewhere where Housekeeping was so uncaring if customers were still sleeping or not. They were literally yelling long distance to each other. When I got back to my room around 6 pm I kept hearing a mid-low machinery noise about every 30 to 60 seconds that also had vibration to it. I figured it was something Housekeeping was using but by 7:30 pm it was still there. I NEVER heard it the first night so it definitely showed something was going on. I called the front desk. They said they would look into it and call me back. 8:30 pm, NO CALL, NO customer service. Called front desk again. Told I wasn't the only room complaining and she would personally look into it and move me to another room if needed. 9:30 pm, STILL NO RESPONSE. I went to the front desk personally. Again, long wait to talk to someone as they barely had enough staff to services people checking in. What did they find out about the noise, am I being moved to another room? Woman at the front desk told me...they are too busy to help me, I will not be moved to another room as they had a waiting list over 20 people for rooms and I'd just have to deal with it. WOW, JUST WOW. I was traveling alone, have to get up early the next morning for many hours of driving and wasn't feeling that well. I had already packed my stuff anticipating a change of room. So, I unpacked yet again, took a sleeping pill and wore noise reducing headphones that were not made for sleeping to get about 4 hours of sleep. Next morning I discovered someone had texted me at 11:30 pm (4 hours after my initial complaint!!!!) to inquire if I still heard a noise. The next morning I tried for ice again. No working ice machines and no ice by the bar. Front desk person directed me to the Starbucks for ice. Starbucks woman said, "I'm not giving you any ice." Back to front desk. Alright in the most exasperated rude voice, just give me your bag and I'll have to get it. Run don't walk away from this one people. Staff will treat you like you are out of line to expect any service just for handing over your hard...

I have the pleasure of speaking with Kaitlyn (one of the Marriott hotel managers) about our stay and here are Marriott Answers. We were there for a Soccer Fall Festal event. Nov. 19-21, 2021

Our room (342) was nothing like what is seen on the webpage. (Not renovated at all and had all the original old stuff) It had pushed in tiles at the shower faucet, Hot/Cold labeling was backwards, warn out carpet at the turns of the bed, AC unit that didn't hold temp and ran 24/7, super soft or just worn out mattress to name a few.

Answer: The renovation to the hotel is from the 6th floor and above. Due to COVID we had to stop the renovation. We were booked full this weekend and we place wedding parties on the top, the airline crews in the middle and the soccer groups were on the lower floors.

My Advise: Always ask for renovated rooms (As seen on the webpage) or ask for a discount, which I never received when given this room. Plus moving to a renovated room was never an option for they were all booked.

Why was our team on all different floors when we had a to reservation for the whole team in advance.

Answer: Rooms are filled as people come in, so if some come in early and we have rooms available we will fill those first. If sections get filled or if other guest decide to extend there stay, we then push people around to other floors.

My Advise: On booked weekends like ours, there was not much they could do in this situation since guest arrive at all different times. I would like to say you could plan ahead with them, but we did through the team sign-up reservations. Seems that on fully booked weekends, there is little Marriott is willing to do. Like when fully booked flight happens, you just are out of luck and have to stay on the ground.

Parking in the garage. We checked in at the lobby, warmly welcomed and allowed to park our car out front. They activated free parking onto our room card. We used that to get in. The system also reads your license plate when you scan the card. This is used to open the gate when you leave. Some people had to pay with credit card to get out or use there room key.

Answer: If you come in with your mobile app, the system does not always know and makes you take a ticket, which then requires payment ($15) for parking when leaving. We will reimburse you if you bring the ticket to the front desk. Also, when leaving, if the system read your license plate the gate will open on it's own. If the gate was open when you drove in, then the system does not read your license plate and you need to use your room card to get out. If you don't have your room card, you can always hit the assistance button at the gate and the front desk can let you out.

My Advise: We left our room card in the room when checking out. Next time will make sure we have it when leaving the garage.

Breakfast Buffet and Lobby: Clean, open, inviting. Staff very polite and the spread was just the right amount. A step above just cereals with eggs, bacon, fruit salad, and muffins. Not a huge spread, but covering the essentials.

Answer: This was for the Fall Festival event, they also have more formal sit-down and also Starbucks in the lobby.

Overall they got a 2.7 stars as follows: ROOM - 1 STAR : It was nothing like what was seen on the webpage. And I sure don't like when any company does the bat and switch. Marriott knows which rooms are renovated and which are not and they had the chance to tell me during check-in.

Instead they filled us into what they got, then let the customer complain and deal with moving to a new room, and in our case, this hotel was fully booked. Again, they should of taken the high road and let us know during check-in.

LOBBY - 5 STARS : Open, welcoming, staff from the outside to the inside were very welcoming.

FOOD - 4 STARS : Again staff was there to help with anything that was needed.

If anyone from Marriott Corporate has any questions for me I am happy...

Stayed here while visiting family during the holiday. Arrived after a late flight, 11:30pm and instantly there was a problem. Used the restroom and the water wasn’t filling back up. After 30 minutes of the sound of hearing running water while trying to wind down became quite annoying so I called the front desk. He stated he’d send an Engineer but that I’d have to leave the room due to their social distancing policy. So I had to get redressed then head to the lobby after a long day and late flight while the service was taking place. Around 12:30am, the engineer finished and I returned to my room. I’d used the bathroom an hour later and the issue was still present. I refused to get dressed again to go elsewhere so I just ignored the running water and fell asleep.

The next morning, I went to take a shower. The water was not at all hot. Literally lukewarm. I suffered through and turned the heat all the way up to lessen the chill after my shower.

This time, I decided to go down to the front desk in person and speak with someone. I expressed my frustrations about the night before, then let them know that their water is not hot. So the young lady at the front desk advised that she would have an engineer return to my room to see why the water isn’t getting hot. In the meantime, she explained it because I was on a high floor, the water takes longer to get to the higher floor and that was the reason for the lukewarm temperature. She also stated the possibility for the water temperature or lack thereof was probably because they were at 9% occupancy. I let her know that I would be gone for the rest of the day and late into the night, so if the engineer could come in and fix it, they would have had full access and opportunity. Returned that evening around 11:30 PM, and still no hot water. By the next morning when it was time for me to take my shower, the same issue was occurring. By now, I was beyond frustrated and contacted the front desk by phone. I spoke with Carrie who said she was a manager. When I started to explain my discomfort and frustration with my stay so far, she cut me off and stated that me having a room on a top level was the problem. Her tone was very nonchalant, and she stated rather in differently that it will probably be better for me to go to a lower level floor in order to get hot water. I explained to her that I was already settled into the room and didn’t expect to be further inconvenienced with a move. She responded very matter-of-factly saying that she’d send another engineer but that I’d have to leave my room again. This wasn’t a feasible option, because I was preparing for a shower. To re-dress only to go sit in the lobby yet again for God knows how long wasn’t making sense. Furthermore she didn’t seem to care about my issue as a guest and I ended up ending the conversation with her and emailing the guest services supervisor. They weren’t any help either. I explained the situations and how Carrie’s lack of shared urgency or care was disappointing. The guest services supervisor returned the email in a blanket response that was evasive and half hearted. Their solution was to offer me $20 in the form of a Starbucks voucher along with a blanket statement of how they strive to make every guest’s experience a memorable one. Needless to say the $20 voucher was left in my room unused. I didn’t want hot coffee or tea, just hot water for a shower. None of the staff at this property was able to uphold or reinforce customer service standards. However, they definitely succeeded in making my stay a...