Aloft Frisco — Hotel in Frisco

We were made to stay at this hotel for two nights due to stay-to-play rules for a local soccer tournament my son was playing in. It was much more expensive to book this way than just through a normal booking route. My son and I were traveling alone. The check-in process took about 35 minutes as they had one person at the desk and the line was out the door. We had done mobile check-in and requested mobile key, so we hoped to bypass the line but were told that due to COVID they weren’t doing mobile check-in or mobile keys. Then after all that time, when we got up to the fourth floor, neither key worked so we had to take our cart of luggage back downstairs to stand in the line again to get the keys in working order. Upon entry into the room, we were grossed out that the coffee pot and refrigerator were in the restroom. The open top of the coffee pot was around 5 feet from the toilet. We were disappointed that there wasn’t a microwave, even in the bathroom. The bathroom floor looked like brick and was extremely sticky and dirty. There was a dried stain of clear substance (that I would rather not know what it was) on the white comforter of one of the beds. There was a constant leak from the bathroom sink that I kept wiping up because it was pooling. The calls I attempted to make to the front desk were unanswered, I’m assuming due to the lack of front desk personnel. Because we had to use our wash cloths to clean the wet and sticky floors, I sent my son to the front desk to procure more wash cloths and he was told “we don’t have any.” We decided to go to bed and when we woke up my son had moved enough that the sheet came off the top right corner of the bed. The mattress looked like it came from a murder scene. The entire corner was stained a rust-colored red. The grab-and-go breakfast that we could get on the way to our early morning soccer games would have been nice, but the main entree was a bagel, not a ready-to-eat item. We noticed this once we were already in the car, so my son ran in to use the ONE toaster in the lobby and there was a line of 6 or 7 people to use it, and we didn’t have time. The pool table and bar in the lobby were the only perks, so my son could play pool and I could have a glass of wine after his late soccer games. The entire end of the pool table was broken and unusable and we never had anyone help me at the bar the entire time we were there. Overall it was a bad experience and we won’t be staying at...

We stayed at Aloft Frisco this weekend July 25-July 28th to celebrate a birthday. My partner actually chose this hotel we had many options, but he read the reviews and was impressed. Although we considered other upscale hotels, we decided on this one because we like the park across the street, and I’ve stayed at Aloft before and always had great experiences with excellent customer service.

Our entire stay was awesome. Every staff member we encountered was friendly and attentive. However, we had an unfortunate experience during check-out today.

When we were checking out, we were greeted by Marvinette. My partner told me that when he first booked the hotel, his name had been spelled incorrectly. We assumed the error happened when the reservation was made over the phone and believed that may have been the reason his card wasn’t going through.

We explained this to Marvinette, but instead of investigating or listening to our concern, she immediately dismissed it and said the name on the reservation had nothing to do with the card issue. She continued to argue with us, which escalated the situation. We even called our bank and learned that, because she ran the card multiple times, a fraud alert was triggered and the card was locked.

This was frustrating because we had been using the same card all weekend, including at this hotel to buy snacks, and those transactions went through without issue. It felt as if she was implying we didn’t have money to pay for a $400 hotel fee—which was very insulting, as we certainly do and both are working professionals.

When we tried to explain the situation, she became rude, raised her voice, and her demeanor changed. I told her she was wrong and asked to speak with a manager. She said the manager wasn’t available and refused to let me speak with anyone else.

All of this could’ve been avoided if she had simply listened. We were only trying to pay and resolve the issue. I was very disappointed because I had spoken highly of this hotel to my partner, and he chose it based on my recommendation and the reviews. Her behavior was unprofessional, and I believe she needs additional training on handling customer concerns and providing respectful service.

I attempted to email her boss and customer service for a resolution, and didn’t hear no response back. I would not recommend this hotel only because of this...

I learned this lesson the hard way. I booked five nights on the "Shop Til You Drop" promo (at $50 more per night than the standard rate available at the time) and found out that they only give you one $50 gift card for the entire stay. Not one for each night. I would never have booked this package if I knew that was the deal.

I stayed Sun - Thurs nights and initially brought this up with front desk staff on Monday night. I explained that if I knew what the deal was beforehand I would not have booked at that rate, or I would have booked five separate nights in order to qualify for the gift cards. They were sympathetic but had no power to make any changes to my rate. I had to speak to the manager.

I tried Tuesday morning, but the manager wasn't in yet. I finally spoke to her on Wednesday morning. She told me she couldn't give me gift cards and if I had read other rate rules, for example, the movie pass deal, I would clearly see that those stated one voucher per night. My rate did not say one gift card per night. I don't think it's really reasonable for me to read the rate details of packages that I'm not interested in, and I told her so.

I asked for my room rate to be reduced for the four nights that I wouldn't have booked. She said I could only rebook going forward and offered no other solution for the four nights. Even though I had brought this up right away on Monday. At this point I only had one more night left. I would say that she was less than helpful and offered no solutions to my problem.

I will say that one of the front desk employees tried to help and offered some SPG points to try make up for it, but I won't be staying at any starwood properties if I...