The Lamar — Hotel in Arlington

I’m posting this only because I tried to do everything through the appropriate channels but the hotel management decided to ignore me and NEVER called me back! My family traveled to have a good time, I decide to make a reservation at the Arlington Crowne Plaza because it was close to Six Flags. I made the reservation more than a month in advanced and requested rooms to be next to each other, we arrive and Elena at the front desk helps us, first thing she lets me know is that we will not have rooms next to each other, very bitter and with zero customer service she tells me that I can’t check in because I had left my wallet at a taco place where we stopped to eat, I try to tell her “I have a photo of my ID and the card to pay you must have it in the system because I put it in for the reservation”, she responds “no, find your wallet and come back”, ok I go get my wallet, I understand that it was my fault! My children and my parents stay in the hotel lobby while I return, my stepfather decides to offer Elena to pay for the reservation and she very arrogantly responds “I don’t speak Spanish, you have to wait for your daughter”! Fair to say that 30 seconds later Elena receives a call and guess what? She was speaking Spanish to the person 🤣 her Spanish is apparently selective! I try to file a complaint and guess what? Elena is the operations manager! I ask to speak to someone higher up and she says “sorry, you’ll have to call back during the week, right now there’s no one higher than myself.” Look at the conditions of a “4 star” hotel where we paid $350 for 1 night… The pool area with no lifeguards, not one employee monitoring and/or cleaning the area, children without adult supervision, trash everywhere, broken room curtains, and the cherry on top, what we found in the desk drawer, weed! I do not recommend that hotel at all, garbage service, horrible conditions both in terms of cleanliness and the furniture in the rooms, full of scratches, scuffs and damages! We stayed at the hotel March 8th, been waiting since then for Stacey, the manager to call me back, been following up and she never answers the phone, I always leave a message with the front desk clerk requesting a call back, its been weeks and no one has called!

To reply to your comment, you are not addressing any of the issues listed in my post! No, Im not interested in giving this Motel another try! Yes, the full amount was $350, only $50 refunded for the “inconvenience”. Talk with facts and stop trying to make me look like a lair, cause I can post my transaction history to show how much I paid. BTW way I’ve been calling on a weekly basis asking Stacey to call me back since she never answers the phone, and Im still waiting… thats the kind of customer service you all provide! Take the money and...

Very disappointed! Booked a room a month in advance for my daughter’s 5th birthday. Prior to providing card information and confirming date - I specifically asked if the pool would be open late December, if it was heated, and could I host her party there? I was told “YES” to all three questions so I proceeded.

I called a week after booking to see if there were tables in the pool area or if I’d be able to get one for her party. I was told to call the day before check in and to ask for facilities to relay what I needed. The day before my daughter’s birthday/party I called about the table and was told I could not host a party at the pool! THE DAY BEFORE!!

I asked if they were able to see any notes from my previous calls or if a manager was available. I kept getting the run around. After being on hold for nearly an hr. an IHG rep asked if they could “call me closer to my check-in to confirm?” At this point I realize they are just saying whatever it takes to get money so I requested to cancel my reservations (before the 24hr notice deadline). I got put on hold again for nearly 15 mins then he said I couldn’t host at the Crowne Plaza but that the Holiday Inn was their sister hotel and I could host a pool party there….

I asked if he was positive and what the price difference would be? He explained that while I was on hold he was confirming that I could in fact host a pool party there and that all they needed to know was how much I intended on decorating. The price was relatively same so I let him know I just wanted one table with a table cloth, her cake, and a few balloons. He said it was fine as he was speaking with “Donovan” from the Holiday Inn and he confirmed. Instantly as I was transferred Donovan answers and confirms the reservations and asked to verify my card. When I asked about the pool he said I could not decorate or have anything at the pool but I was welcome to decorate her room. Frustrated, I asked what changed in the two minutes it took for me to be transferred and he said “my manager wasn’t around, now he is”. Needless to say I requested to cancel again. However, Donovan took it upon himself to be smug and get an attitude. I wouldn’t recommend either hotels for the “false advertisement” - blatant lies and their lack of respect for...

I had reservations for 4 rooms; 3 rooms for 3 nights and 1 room for 2 nights.

Pros: Great location!!! The hotel is right off the freeway, across from Six Flags and all the stadiums, 5-10 minutes’ drive. Andrea, (short/petite women with blondish hair) who helped us at check-in. She arranged to get a room for two older family members who needed a walk-in shower.

Cons: Handicap accessible rooms with only king size beds.
a. Andrea was very helpful getting a room for my older family members (83 yrs & 73 yrs young); but, this was a long process because there was not a room map readily available to show rooms with shower/tub combinations vs walk-in showers. We had to go through a “trial & error” process to find a room. I did not request a handicap accessible room because they only have king size beds. For two women, a room with separate beds preferred. Incorrect room check-out. a. All rooms vs just one room were checked out and our rooms keys deactivated on 11/19/24. We returned to the hotel approximately 10:30pm to discover our keys for rooms 319, 535, and 707 did not work; the keys had been deactivated! The very young lady at the front desk looked puzzled, but quickly corrected the mistake, however, no apology for the inconvenience. b. On day of check out, 11/20, the woman at the front desk also did not apologize for the mix up nor the inconvenience this caused me and my family. She (unfortunately I didn’t get her name because she made so angry) simply stated she was not there when the mix up happen and sometimes keys get deactivated if they’re stored incorrectly. Really???!!! What has happened to proper customer service etiquette? Room 319 (suite occupied by my youngest brother and his wife) *No plugs "on" the nightstand for devices. *Didn't clean the room on Monday. I had the door hanger indicating that service for the room was needed. *A microwave was requested, and it was left outside the door. No one knocked on the door. *The microwave wasn't very clean, and it had a stale odor. *The coffee pot wasn't clean, I had to run 2 plain water cycles to clean it before making a cup of coffee. *The front desk staff was not very helpful when we had a problem with our...