AC Hotel Dallas Frisco — Hotel in Frisco

After having our first hotel cancel out on us last minute for our staycation, my friend having had a positive past experience at the AC hotel in Frisco, we booked confident that we were in for another great experience. While at first everything seemed to be working out well, once we went in it just felt like the hotel had already just deteriorated since last time, on the ride up the elevator in the residence inn portion sounded pretty questionable. We had asked for top floor, but got a room on 6. We booked a room with a king and sofa bad, but when we entered we first noticed we had been given a one king room. Given I am local I was at first just going to go back to my place for a night and we would see about switching rooms in the morning, this was until all the sudden in the room next to us started blasting their TV at full volume, at this point we knew that this would not work for the duration of our stay. My friend went down and complained, we were moved to a room a floor up and this time the room had the correct bed type, as well as much quieter neighbors, they also comped parking. Upon opening the sofa bed though, the linens on the bed were disgusting, they had hairs, crumbs, and other nasty things in them, the mattress also had crumbs, glitter, and a big purple stain too, while I know sofa beds are generally not clean, it is unacceptable for a hotel, especially a Marriott to fail to change the sheets or provide spare ones in the closet. There was also no pillow provided for the sofa, of course my friend let me use half of his, but this is also quite unacceptable for a hotel of this class. My friend’s keycard also deactivated the day after we moved rooms, this is likely because they put in the wrong time for checkout on the cards, but when getting a new one my friend was only given one keycard and sent back up. It was certainly an inconvenience to have this happen, but it happens. When we got back to the room we starting noticing more cleanliness errors, the bathroom door was gross, the toilet was not cleaned at entry, all the corners had dirt, and the shampoo in the shower was not restocked. While I am not a huge fan of the big dispensers in the rooms personally for this reason among others and brought my own, my friend who generally uses the soaps provided was not too happy. Once we were finally starting to fall asleep the guests above us started to stomp and jump around, we did end up calling down and it did stop for a few minutes, but then it picked up again. After all this we decided that we had just about enough, we called up another hotel and checked out not long after. Overall, this experience left both my friend and I very unimpressed, and we will not be returning to this hotel, nor do I recommend it. There are better options in Frisco than this place which is definitely...

This was our second time staying at this hotel. Our first stay was great, which made this visit even more disappointing. Unfortunately, a big part of the issue came from our interaction with Stacey at the front desk.||From the start, her attitude felt disingenuous. Her smile seemed forced and sarcastic, and the way she spoke came across as more dismissive than helpful. We checked in with our service animal, and she immediately asked for paperwork—which, based on ADA guidelines, isn’t something that should be required. I chose to comply just to keep things smooth, but the next day she asked again, this time saying her boss needed a copy emailed. When I asked to see the policy that required this, she admitted it wasn’t actually needed. That moment made me feel singled out and uncomfortable.||She kept saying “I’m new, I don’t know,” to excuse her actions—but now, looking at other reviews, it’s clear she’s not new. Shame on you for using that as a cover. Now feels like an excuse to keep pushing boundaries unnecessarily.||Later, Stacey brought up a story about her nephew using a fake service animal, as if that justified how I was being treated. That comment upset me deeply and left me in tears. Just because someone else misuses a situation doesn’t mean it’s okay to assume everyone does.||The restaurant had good food, and the cleaning crew was nice. One of the cleaning staff accidentally opened the door when I checked in, but that was quickly addressed and didn’t affect my stay.||The hotel did try to make things right by offering a free meal, and while we appreciated the gesture, it doesn’t justify the behavior we experienced. I made it clear multiple times that I didn’t want anything for free—I just wanted to be treated with respect and fairness.||What made things more disappointing was knowing that management was aware of the situation and still never reached out to speak with me. I expected at least a follow-up, which never came.||Overall, it’s disheartening to see such a drop in the quality of service since our first visit. Sadly, we won’t be returning. I hope this feedback leads to better training and more thoughtful guest experiences...

After a hectic start to my stay here I have to say, everything from the room, location, valet, lounge and overall experience was just fine. I expecting nothing less. My only issue is with the check in at the front desk. I booked through an online service and upon check in I gave my last name and was told it wasn't in the system. I tried my first name, and again, not in the system. I gave the guy my confirmation number I got from the booking site, still nothing. The other desk guy said that unfortunately only the booking services have use for those confirmation numbers and they only can confirm a booking by the name associated with it. His only recommendation was to call the booking service. It became very apparent he was either too busy or just dismissive of my issue. Where is your customer service? After 45 minutes of trying to contact the booking service and trying to think of what the issue could be and interacting with both the front desk guys multiple times it finally dawned on me that my best bet would be to deal only with the other desk guy. He seemed more receptive to suggestions. I told him to try different combinations of my name and initials and finally the problem was solved: my first initial was duplicated followed by my last name(example: R.R. Johnson). I said it had to be me, told him the bed size and number of occupants and it all checked out. He still had to go in the back and confirm with a manager but when he returned we were in. Oddly enough, he returned with a way to cross-reference my confirmation number with their records to prove it was my booking SMH(would've been useful much earlier). So to the front desk guy with the curly black hair and heavy accent, I say thank you for helping me out. If it saves anyone the trouble in the future I'd say just get a manager involved right away and don't assume people you deal with care about...