SpringHill Suites by Marriott Dallas Downtown/West End — Hotel in Dallas

Not military friendly. The team literally lied and said they don't offer a government rate. Even after I explained I was already booked and spoke to a representative the night before but her scanner went down and she told me to book online and they would adjust the rate when I arrived. I was told I didn't speak to anyone on site it must have been the call center, even after I shared I'm sure I spoke with someone on site. I was frankly told I was wrong.

The manager was called, after I insisted, on a personal phone and then i was challenged if I was in uniform, and that I could only receive the rate that previously didn't exit if I was physically in my uniform. This is a management issue, not understanding their own policies and making up their own rules. I had to stand their for nearly 15-20 minutes with other customers waiting behind me. After ensuring the rate was tax free per the TX Federal Employee exemption form I was challenged that I could only receive tax deferred if I presented the form at check in. Luckly I had the form printed out.

Finally getting past this discussion, I was asked what floor I would like to stay in, I replied I would like to stay in the feather free room I requested when I booked in my app, the room with foam pillows and no pets permitted, per my requested preferences when I booked. I was told this is based on availability. Disgusted I just wanted to get in the room for the evening.

Once we finally moved forward, the card reader did not work, the same issue the representative, not on site, had.

Once I finally got to the room, I found the room to be worn and not very well kept. There was no luggage rack and no trash cans in the room at all. Odd, but i just wanted to get settled. I decided to hit the fitness center to destress. The fitness center also was worn and in disarray, the door didn't even lock to secure the room. There were several lights out, missing ceiling tiles, missing weights, no cleaning / Sanitizing wipes for the equipment and the water machine didn't work. After my work out, I returned to my room to shower only to find the tub/shower does not drain and the shower head barely worked pouring wanter straight down rather than spraying out. I had to shower in about 2 feet of standing water scooping water onto my body to get clean, not relaxing at all.

Once I got out of the shower frustrated and disappointed I got dressed and decided to turn on the TV. It took me 10 minutes to find the remote. It was on the floor just under the pull out sofa. Too my surprise I also found a can of mace next to it under the pull out sofa. Now I'm not sure if the room has been properly cleaned. The refrigerator has mold growing on the shelves, the microwave still has food bit inside and missing the turn table. The carpet is ragged and needs replaced.

I went into my app to request a cleaning only to find the government rate charged was more than my original rate book. What is going on here?! How could I ignore so many warning signs to run away!

I will be checking out tomorrow and contacting the manager. As a military service member I should not be treated any less or greater than a valued Marriott guest!

The attendant, Nikki, did her best, she's just not trained, informed or empowered to solve these problems that are obviously driven top down.

Other observations, the loading and unloading area is nonexistent, and dangerously tight under the building, room for only 4 cars at best. The doors to enter the building are all locked and require to be buzzed in, safety feature or an indication of danger.

Bottom line, not...

I booked 3 rooms. I chose this hotel because Springhill Suites tend to be a higher quality of Marriott hotel. It was also close enough to the airport to meet my needs. We were utterly disappointed by this hotel. There is no associated parking. You have to find your own paid parking lot. Luckily there is one across the street, but the neighborhood seems somewhat unsafe. Stayed up half the night worrying about our cars being broken into. The check-in process was long and drawn out considering I booked on line and prepaid. The computer system is old, and the credit card machine was malfunctioning. The receptionist commented about how the hotel was due for renovation soon and hoped the computer system would be updated. The receptionist was nice enough, but she didn't do what is considered the Marriott standard. We weren't welcomed as faithful members. I had to ask just to make sure that the points would be added to my account. The rooms were a whole other matter. I understand how things have changed during the COVID-19 pandemic. I've stayed at other Marriott hotels during the pandemic and know what to expect. The bare minimum was not accomplished here. These rooms barely looked cleaned. One of the rooms had blue hair in the bed sheets. This clearly shows that the beds were made up, but not with clean sheets. In another room, the complimentary shampoo, conditioner, and lotion bottles were half empty. I've been in hotels where there are mounted dispensers of these products, but I've never seen a room stocked with used bottles. In the final room, the bathroom looked grimy. There were cracked tiles and the toilet was canted off at an odd angle. I was worried that it would leak all over the floor when used. Luckily we were spared that. Our rooms were near the elevator. One of the rooms shared a wall with the elevator shaft. What hotel allows this? Usually those rooms are maintenance and storage rooms. Even the 2 rooms not sharing a wall with the elevator shaft did not dampen the noise of the elevator. Someone kept using the elevator and managed to keep us up half the night. This hotel falls well below the Marriott standard. It needs immediate renovation. Better yet, Marriott should remove their name from this hotel. I will never go back or let my friends and...

This hotel is very dilapidated and is in need of serious remodeling. Walls are dirty/stained, carpet need urgent cleaning, doors don’t close properly or the handle is broken, toilet paper holders are broken and toilet paper won’t stay in place. Beds are old and smelly, not comfortable at all. First room’s toilet was not flushing and water kept running non-stop. When I got maintenance to come over, he couldn’t fix it and told me to tell the front desk to move me to another room. I called the front desk, no answer. Went downstairs, young guy said there were no rooms available and that there was nothing he could do. He offered me water for the inconvenience and suggested for me to use the second floor public bathrooms. The maintenance guy had left for the night. Went back upstairs to talk to my son about this issue. We decided to go back downstairs to let them know we were leaving and that we needed our points back. At that time, there was an older gentleman at the front desk, so I explained my situation again. He looked in the computer and after trying to figure out if someone had checked out or not, he “found” another room for us at another floor. My son and I went to gathered our stuff and went to the new room, but we couldn’t open the door. We went back downstairs to let them know. At first, they really thought the room was occupied so both front desk people started looking in papers and computers to try to figure it out. After a while, the older guy sent the younger guy to check the room. He went and came back a few minutes later to tell us that the door to that room was broken and that it only opened by pulling to the top instead of the normal way. My son and I gathered our stuff and went to the new room. This room was even more outdated than the previous one, but at least the toilet worked! Another main problem arose… the carpet was wet in several areas and the room smelled like fungus. The couch was very smelly and made all kind of noises when sitting down or standing up. I had asked for late checkout at 2pm, but after having a horrible night sleep on a very uncomfortable bed while having a stuffy nose, we decided to leave as soon as we were up. Needless to say, I will not be staying there again and will definitely not...