Residence Inn by Marriott Dallas Addison/Quorum Drive — Hotel in Addison

My family and I have stayed at this property twice now. The first stay March 15-17th, 2022 was due to a doctor's appt for my mother. The day before arrival I did online check-in for my mother through Marriott Bonvoy App on my phone. Next day, upon arrival at hotel, we were told room wasn't ready but would be in 30 minutes. We sat in lobby. 45 minutes passed and I walked to the front desk. A different front desk agent was on duty. She seemed confused when I told her the name on the reservation. I thought because obviously it was in my mother's name and I was male. However, confusion lay in the fact she said our room had been ready since 9am that morning. She apologized profusely, got us our keys so we could check-in. Other staff said a short time later that it was a "good learning experience for the hotel." We were placed into Suite 113, a handicap accessible 2 bedroom with full living room and kitchen. One bedroom had a small bath with tub, and sink in exterior niche. Other bedroom had larger bath with roll-in shower. Both bedrooms had Queen beds. This property doesn't offer King beds. Suite appeared to be well-maintained, neat, and clean upon first inspection. Stay went well until second day when we arrived back from sightseeing and stepped into a puddle of water in the bathroom with the tub. It was obvious wax ring had failed on the toilet and toilet water had puddled onto the floor. We mentioned to the front desk, who assured us it would be repaired. We checked out, and told them we would be back for our upcoming stay on March 22-24th, 2022. That second stay we arrived and immediately got checked in. We were placed into same room, Suite 113. Upon arrival at room, we noticed that the wax ring had not been replaced on the toilet in the bathroom with the tub. The reason for our assumption, was it still rocked badly when you sat on it, and the caulk ring around the base looked same as before (cracked the same places.) This second stay went well until second day. Obviously, we must be jinxed on second day stays at this property. Around 3 or 3:30pm evidently someone checked into the Suite above us. We feel it was a CIRCUS TROUPE who checked in, due to incredibly excessive amount of JUMPING, BANGING, DROPPING heavy items on the floor, constant stomping like ELEPHANTS above, etc. Reader of this review, seriously we thought the ceiling was going to come in any moment. Now as frequent travelers, we are used to guests that often think only of themselves, therefore, don't care if their excessive noise intrudes on others, but this was absolutely the WORST noise we have ever encountered in a hotel. Finally, the noise quieted down. Yippee! However, around 8 pm noise started up again. (The CIRCUS TROUPE must have been rehearsing for a show later that night.) After about an hour of unbearable noise, we decided 'enough was enough." I went to the bedroom to call the front desk. Phone in the bedroom wouldn't work. I checked the connection--all was good, but there was no dial tone. I went to the other bedroom--and lo and behold, same thing. That phone also didn't work. Evidently, this hotel believes phones should be in the rooms as props. This hotel must believe that they should have a phone for appearance sake in rooms, regardless of whether or not they work. I ended up getting my cell phone, and called the hotel from my cell phone. Front desk agent said she would take care of the noise. It worked--CIRCUS TROUPE above got quiet. We got ready for bed, then around 10.30 discovered WATER pouring out of the bathroom vent in the ceiling in the bathroom with the tub, and our leaky toilet. Front desk came down to investigate; took pictures; called maintenance, and they said toilet ring in toilet above us leaking. Yuck!!! I was told as a Marriott Gold Elite member would be given POINTS for inconvenience by staff member that night, and also upon check-out was told points would be put into my account. 2.5 weeks have passed; no points! Have called three times, but...

I travel 100+ days a year. By far the worst hotel experience in my career. Let’s quickly review:

1. Was due to arrive on Monday, January 22nd. My flight’s arrival was delayed until 2am. I called the hotel at 12:30pm that day to let them know I would not arrive until 2am. They agreed to hold my hotel room until I arrived.

2. When I arrived at 2am, the night watchman at front desk said that all hotel rooms had been taken, but he did have a room they use in emergency situations. He placed me into that room. It was room 322. NEVER book into that room.

3. I was due to have surgery 6 1/2 hours later at 8:30am. At 5am, I was awoken as the temperature had risen to 92 degrees in my room. I called the front desk and a tech came to the room to supposedly “fix” the issue.

4. At 3pm on Tuesday, post-surgery, back in my room and the heat was still fluctuating greatly. I called the front desk and they had a second tech come to the room. He assured me this time the heating issue would be resolved. It was not as the heat yet again was going up to 80+ in the room that night, with the thermostat set at 67 degrees.

5. On my final night (Wednesday), I noticed the heat was not working at all. Before going to dinner I called the front desk yet again. They told me they would send a tech up while I was at dinner. Upon arriving back at the hotel, nothing was repaired. I called back down to the front desk.

6. The front desk agent told me that he had sent a tech up to the room and the tech had told him the heater was not working and they have had issues with this room in the past. I told the agent that I wanted a new room as I was not going to sleep in a room with the heat not working. Incredibly, he replied “well, it looks like it is only going down to 50 degrees tonight, so you should be ok”. What?????? First off, that should NEVER be an answer to a situation like this. Secondly, it was actually going down to 44 that night according to my weather app. I told him that was not acceptable and that I wanted to be moved to another Marriott hotel. He said they only had two sister properties and they were both booked. He said my only other option would be to receive a marketplace food item credit. Are you kidding me???

7. I called my Chase Reserve card agent as I booked through points. They called the hotel and explained the situation to the manager of that hotel named Nicole. The Chase agent believed strongly Marriott would reimburse me for the 3 nights given the temperature issues and it’s impact on my sleep each night of the stay. Instead, Nicole only offered one night of reimbursement. A separate Chase agent called the hotel 3 weeks later as my one night had still not been reimbursed. That agent too felt that I should have been given the 3 nights reimbursed given one night the heat was not working and the other two the heat rose to 90 and 80 plus degrees, respectively, while the thermostat was set at 67 degrees.

8. On the second contact made by Chase to Marriott, the Marriott Residence Inn would not agree to reimburse points for the 3 nights and instead only offered the 1 night.

9. 4 days short of one month, I am still awaiting my credit as Chase Bank has told me the hotel has STILL not yet completed the processing of my credit.

Stay away from this hotel at all costs and room 322 specifically. I can honestly say I have never had a desk agent before tell me that the temperature was only going down to 50 degrees outside and that I “should be fine”. That after two nights in which the heat was moving beyond 90 and 80 plus degrees as I was trying to rest before and after my surgery.

Complete nightmare and recommend avoiding at all costs. No business should be allowed to treat any consumer in this way. It’s unacceptable and absurd.

I will be calling Chase yet a 3rd time today to ask what is happening with the situation regarding the weak one night they did agree to reimburse that has it yet...

We Stayed here for 3 nights for the 4th of July extended weekend. We checked in late at night, so I called them in advance to let them know of our situation. The check-in process went smoothly.

The room was great with a nice view at the second floor. We had a one-bedroom with queen and sofa beds.The bedroom is separated, so privacy could be maintained to some extend. The restroom, however, is only accessible through the bedroom. So if you are sharing the room with another couple and want to have your privacy, that is going to be a problem if people want to use the shower/restroom while you are asleep.

Although generally quiet and nice, however in the morning people on the above floor commute and this will cause the ceiling to make noise. So make sure to bring your earplugs.

There are plates and kitchen utensils. We did not use them, particularly because the dishes had severe signs of wear. We preferred using our own stuff eventually. But the fridge is really nice and the ice-maker makes it very convenient to have as much as ice you need for the hot weather of July.

I read reviews about how superb the breakfast was. Truth is, it was just above average for us. There was not much change during our stay on the breakfast buffet. The breakfast is served until 10 AM in the weekends and 9 AM during the weekdays. We went for the breakfast around 9:30 AM on Saturday and Sunday and around 8:35 on Monday. Technically, Monday could be considered as an extended weekend, and it would have been nice to serve the breakfast until 10. Many people came late (around 8:50 or so) and were surprised with an emptied buffet. There was a long line in the break room and since everything else was finished, people were in the line for oatmeal. I have stayed at similar hotels, and there is usually refills up to the last moments. Clearly, this was not the case at this place. Plus, I personally did not like their coffee. But that is a personal opinion and should not be considered as a drawback.

The location was great as there are several restaurants in the vicinity and a Walmart in a 5-10 minute drive. For the Addison Circle fireworks, one could conveniently park the car in the parking area to avoid the traffic jam, and take a 15-min walk to the circle. Nothing to complain here.

In sum, this hotel was a nice place to enjoy our extended weekend. Although the above-mentioned issues should be addressed, but you will definitely enjoy...