Renaissance Dallas Hotel — Hotel in Dallas

Visited here for 2 night on business in October 2025. I am currently Bonvoy Gold. ||Positives:||-Relatively convenient to DFW (and Love Field). Maybe a 20 minute Uber to/from DFW. Also very close to a major highway.|-Lobby area was incredibly clean and smelled fresh. |-Front desk clerk (Zachary) was friendly and provided me with some local information about areas for a morning run (a nearby running path). He also had a water bottle for me after a morning run. |-Lobby restaurant (Asador?) was excellent for breakfast. It was just a simple buffet, but everything tasted really good. Service was also very good. Also ate her for dinner on my 2nd night, and again, the food and service were both excellent.|-Hotel fitness center was spacious and well equipped. I especially liked their chilled menthol washcloths. |-Bed and pillows were both comfortable. ||Negatives:|-No Bonvoy recognition at check-in and no upgrade. Not the end of the world honestly, but it’s nice when it happens.|-5th floor room (1 King) was small. Bathroom vanity was small and had NO counter space. No room for personal toiletries.|-Room TV (a ‘smart’ TV) didn’t work. Every channel was scrambled and the ‘smart’ streaming features also did not work. While I don’t normally watch TV in hotel rooms, it was during MLB playoffs and I wanted to watch at night in my room.|-The bathroom toiletries….they had Aveda (rosemary mint) hair products but some random ‘Kevin Murphy’ soap/body wash. The aveda prducts smell fantastic but the soap and body wash were horrible; very perfume-y. Renaissance hotels should just stick with Aveda. This made it look like the hotel was not paying attention to smaller details that make a positive guest experience. 1st world problem I know, but there is a level of expectation and the attention to detail was lacking.|-While the fitness center was nice, it was on the top floor requiring walking 2 flights of stairs. It was also connected to the pool. Pool looked nice, but it was always so crowded that you couldn’t really swim and also unsupervised kids. Also, the water dispenser in the fitness center dispensed warm water. Not good when working out.|-Hotel is convenient to local airports, but it also feels like it’s located in an abandoned warehouse parking lot. The area around the hotel was just kinda desolate. Hard to describe.|-Hotel was hosting the OK football team ahead of the weekend game vs Texas. Because of this, the hotel was mobbed causing long elevator wait times and also VERY crowded lobby area filled with fans and autograph seekers. |-Lobby coffee shop….on day one, the gentleman working the counter did a nice job of getting me something to drink (iced tea) and had to go back into the kitchen to get it. On the 2nd morning, I ordered the same thing, and his response was ‘sorry, we don’t have any’ without ever checking in the kitchen (and they certainly had it). That inconsistent experience detracted from the quality of my stay. |-The toilet/tub/shower room was large but….still using a shower curtain? Come on, everyone knows a glass enclosed shower is the reasonable expectation now. Also, the ceiling in that room leaked. Every 30 minutes or so, water would treat down from the ceiling above the tub and make a wet mess on the floor. It was always like this. The water was coming from a large metal plate in the ceiling above the tub. My guess is there was previously a repaired leak that they then covered with the metal plate….but the leak was still happening. I have included pictures. ||Aside from the restaurant, the hotel was just meh. There are certainly better hotels in the Dallas area that also provide a good guest experience. This hotel needs some TLC and...

I booked my room for Wednesday through Saturday months in advance for market. I called several weeks ahead of time to let them know I would not be coming on Wednesday, but on Thursday. I had a call date, confirmation number and call log to ensure I did the correct thing prior to arriving at the hotel.

I arrived at the hotel to check in on Thursday, January 11 at approximately noon. I believe the front desk clerk was named 'Jeremy'. He informed me that I was a 'no call/no show' and therefore I had no room because the hotel was 'booked' but they had something on Friday.

I informed him of my situation and that is was market week and that there would be no rooms comparable in the area as I was getting a special rate. His advice was to google a hotel and he could do nothing for me. I was in tears because I drove 4 hours and had NOWHERE to stay. What was I to do. He also kept blaming ME for being a 'no call/no show'. I asked to speak to the manager on duty. She was also unhelpful and did NOTHING to help my situation.

In the middle of the conversation, someone came to the front desk and said they were leaving early --- she said that she was leaving early, but that she would pay for her room that evening. I thought, this is perfect and I began discussing this miraculous solution with 'Jeremy'. He informed me that they were actually overbooked and there were 7 people on the waiting list. My response was, well am I on the waiting list? I had a room for tonight, that you gave away. His response was that no, because again I was a 'no call/no show'. They offered absolutely zero help in getting me into a new room or a sister hotel. They let me stand at the counter, crying because I had no where to stay.

I then asked why no one called me to let me know I would have no where to stay upon my arrival. They said, well you should have received a confirmation email.... then the manager said... oh no, I see that our notification settings for you are turned off. So there was no way of me knowing I would not have a room when I arrived.

Both the manager and the front desk clerk 'Jeremy' kept walking off, only in hopes that I would leave.

What I figured out was this was about the bottom line. They sold my room to another person last minute that I can only assume was paying full price. Even though it was obvious that they had space (because I saw a person check out EARLY in front of me), they were going to sell that room to someone else paying full price.

I found another hotel, after doing my own searching (no help from the front desk) and paid double what I would have paid with my discounted rate. I told the front desk this and their response was 'well we refunded you for the 'no call/no show' and at this point, I was taking this as this was my fault. There was NO WAY I COULD HAVE KNOWN I DID NOT HAVE A ROOM, so in face it was NOT a 'no call/no show'.

This hotel is all about the dollar. Customer service is NON-EXISTENT at this place. It may be a nice place to stay if everything lines up perfectly, however if it does not, they will not help you in the slightest.

I went to a new hotel and they were superior by far. They were incredibly helpful, honest and forthcoming. I told them where I was coming from and the situation and they informed me that this happens 'a lot' with that hotel.

All I can say is, do better.

Just to ensure that when you are researching this situation - in order to 'verify my story', my reservation was under...

Worst hotel experience I have ever had. The front desk clerk, Mr. Jason Douglas, did not appreciate my language... okay fair enough... tried to apologize on 3 separate occasions and was specifically asked "will you accept my apology?" Each of my requests was met with a "No, I will NOT accept Your Apology"

I don't know what to do with that. No? okay, I guess. Supposedly, the GM, probably just another Manager finally calls and he is also unable to listen to my concern. And hangs up.

My experience... I wouldn't stay here. Hopefully your stay is better.

Thank for your Reply...

I will edit and reply in line to your response... as follows...

"Greetings and thank you for sharing your review."

You're welcome.

"We are sorry to learn that your recollection of the events is different than our own."

Yes, I agree... that is unfortunate.

"As your review notes, inappropriate and demeaning language was used in your interactions with our team and senior leadership."

Thank you... to be clear, my initial interaction included minor language that was Expressive and could be considered appropriate. Fair enough. However, it was in no way demeaning.

According to Merriam-Webster's dictionary...

Demeaning - damaging or lowering the character, status or reputation of someone (or something).

In no way, was my language Demeaning, nor was it personal to your Associate. That is simply not True.

It is an Insult for you to suggest so in a public forum.

"Despite our requests to speak to us in a mutually respectful manner, you did not feel it was necessary to do so."

Again not true. When I was asked to reframe from the use of Expressive language, I immediately agreed, and apologized... and requested that my apology be accepted so that we may continue to address my concern. My genuine Initial Apology was not accepted.

"Our request was reasonable"

Yes, it was and I accepted your reasonable request. Only to be met with hostility and over reaction.

"...and we stand behind the decisions made by our colleagues and leadership team. We are sorry that this leaves you disappointed, and we wish you the best in your future travels."

That is unfortunate, thank you again for your response.

As a shareholder in Marriott International, I will be divesting my shares and in the future will avoid any Marriott Property as best I can.

Keenan Glass Houston, Texas

PS - Y'all really do NOT seem to GET IT. Broken glass and other hazards in the common areas are a liability and danger to the patrons of this establishment.

My experience is that there is NO accountability or responsibility being taken by the management to ensure the safety of our Guests.

And the unwillingness to Listen in FAVOR of a complete and unnecessary distraction to the legitimate concern at issue, is unacceptable,...