Courtyard by Marriott Dallas Allen at the Event Center — Hotel in Allen

This stay did not reflect the best that Marriott (and the Courtyard brand) has to offer.

My Travelocity booking was altered to arrive (6 Nov), 1 day before I was scheduled to be there (7 Nov). When I did not show up (because I did not know the reservation had been changed and never intended to arrive on the 6th), and automated process cancelled my reservation, unbeknownst to me. I flew in on 7 Nov and, upon arrival was told that my reservation had been cancelled. I spoke with 3 separate desk representatives (including the front-desk supervisor and the manager) but was not able to correct and was frustrated. Though I never belittled, or berated the staff, I did not hide my frustration.

Staff tried to say that "Central Reservations" altered my reservation and they had no control over this. According to the system audit, which they showed me, my reservation had been modified on 31 Oct. They pointed out that some code had been changed which associated the reservation with the Ribbon Tech Forum being held onsite (7-10 Nov). While I was there for that conference, I made no attempt to associate my reservation with the conference (did not supply a code, did not speak to anyone about it). Travelocity had no idea that I was here for the conference. Courtyard front office staff tried to suggest that Travelocity had made the changes, but Travelocity denies this (asserting they are not permitted to alter a reservation unless the guest is actively on the phone with them. Travelocity attempted to resolve with the hotel via two separate calls but, in both examples, they were transferred to the manager and the call was disconnected.

This frustration was heightened when I overheard the desk staff tell another conference attendee the same story: "We acknowledge your reservation was for 7-10 Nov. We show it was modified to 6-10 Nov and, when you did not show up on 6 Nov, we cancelled the reservation." I engaged this guest to make sure I'd heard this correctly, and she acknowledged that was what she was told. Front desk staff informed me that this other guests details were non of my concern and I rebutted "that may be true, but don't you find it odd that you have two guests that are both (separately) in the same predicament. Staff would not acknowledge this and I went back to working with Travelocity to attempt to address my lack of accommodations. This resulted, in the staff calling the Allen Police Department.

Officers from Allen PD showed up to resolve the issue and I was informed the hotel was seeking criminal trespass, claiming they had asked me several times to leave the establishment. (I refuted these claims with the officers and proceeded to revisit the facts as I saw them). When asked for proof of my claim that I was (or was supposed to be) a guest at the hotel, I provided the boarding passes for the two flights I took to get to Dallas, the hotel confirmation, and the Travelocity itinerary. Ultimately, the manager informed the officer that they would put me up in a hotel 12 minutes down the road for the evening and then bring me back into the facility for the remainder of the stay.

This was an adequate compromise. Had it been presented initially, the other events of that evening would not have occurred. It is quite unfortunate that things played out the way they did. Calling the police was unnecessary and did not result in any charges (let alone ...

I originally chose to stay at this hotel because I am a regular Marriott Bonvoy customer and had some points saved up. The apartment I was supposed to move into wasn't ready so I decided to stay at this hotel for longer. I booked a reservation on the Marriott app and by mistake 2 reservations were booked within 20 minutes of each other. The app wasn't working properly. I showed this to the front desk when I checked in and the front desk manager Cecil King assured me the reservation would be cancelled and I wouldn't be charged 2x for that night. On the am I was going to check out, I had been emailed 2 room charges for the night with the booking mistake even though I had been promised this wouldn't happen. I went down to the front desk, and a kind front desk associate, named Lauren helped me and found the mistake. She was professional and helpful. However, the front desk manager Cecil was at home sleeping and wouldn't let his competent staff just fix the error for me. We called him at home and he said he would get to it when he got to work at 11pm that night. No apology for the inconvenience or mistake. He provided no customer service and was in fact rude and condescending to me when he was the one who was there on the night the mistake was made. Then I was given a ridiculous unprofessional letter with poor spelling and grammar stating that he would get to it later. See photo. I was prepared to just let it go and wait for him to fix it but when I went back upstairs to my room someone had entered it without permission and had turned on the TV. My do not disturb sign had been on the door the whole time. I reported the incident to Lauren from my cell phone, cause the hotel phone wasn't working. She was again kind and apologetic. Christopher at the front desk was also helpful. This was really creepy. Someone goes into my room with a key while I'm down at the front desk discussing their mistake???Another unprofessional staff member named Denise Brown got involved, covered for Cecil's mistake on the bill, credited me some charges, no apology for the mistake or how the hotel had handled everything. I chose to file a complaint with corporate about the security incident and how my stay was handled rather than deal with Marriott, Cecil, and Denise anymore. I didn't trust what they would do. So far I've received no response to the complaint or anything from Marriott or their corporate offices. They have been given the 5 business days they were allowed to respond. It's doubtful I will ever stay at a Marriott hotel again unless Marriott takes appropriate action for this incident. Hopefully, they will make appropriate staffing changes as well. Please do not stay at this hotel and make the mistake I did. It's not safe and as long as Cecil King and Denise Brown are working there, don't expect to get basic professional customer service 101 from the front desk...

First, when I scheduled the stay through your company, I got stuck on the phone talking to someone about a sales pitcher to buy a vacation package at one of your resorts.

Then when we arrived at the hotel the lady checking us in was rude! I was trying to ask her which card would get charged, the one I reserved with or the one I was handing her and she couldn't answer the question. After that she handed the key cards to me, she walked off, not asking if I need anything else or telling me my room number, she just pointed down the hall and mumbled that the elevator was over there. So, then I had to follow her to ask where I can park if the parking around the building was full. And I also purchased the breakfast package and had to ask her how to use it. She then had to go get me vouchers. Shouldn't my reservation show that I purchased the breakfast package and gotten that in the beginning, not have to go and find the information out? Then I had to continue with questions because she would not provide me with any information up front, like breakfast times, where to get breakfast, who I handed the vouchers too...etc.

So, after those 2 bad experiences, my husband and I unload the kids out of the car from the parking garage across the street. We get to our room and it is 83 degrees in the room!!! The AC was set to 72 degrees, the air was barely blowing out of the vent and it was hot air. We had to call the front desk and maintenance had to move us to another room. The AC worked, but it never got very cold in the room. (I do like a colder room when I sleep) but I think they need all their AC systems serviced.

We also got a king room and a sofa sleeper, because they had no double queens available. There were no extra pillows, blankets or anything for the sofa sleeper, by that time we were so done with dealing with the staff we all just slept in the king bed.

The breakfast buffet wasn't great for $13 a person. They were almost out of a lot of the food when we got there at 7:30am and the breakfast opened at 6:30am.

It was a waste of money staying there. They say you get what you pay for, we definitely did not get what we paid for.

The only good thing was the maintenance guy, he was very polite, and he got our new keys, turned down the AC in the new room for us. Very nice, he was the only positive part...