Courtyard by Marriott Dallas Las Colinas — Hotel in Irving

Where do I start? I flew in from New York City to visit family. I am a single father with two young twins both ages of 5. I arrived at the hotel from the airport around 6 pm very exhausted, as I provide all my information to check inn including my hotel discount form the lady at the front tells me there is a problem with my reservation. She explains that my form does not match whatever information she has on her computer. She then seeks her manager Jacob Martinez who was already in a bad mood as another guest explained to me outside, He immediately approaches me and snatches the form out of my hand without any explanation to this point and just said to me " we cant check you in and I will be taking this form." By this point, I am super confused no one has explained the issue to me. Apparently, the form was old, and the dates were a little blurry after keeping the discount form in my wallet for months folded making it hard to read. I offered to have my twin sister who works for the company, send me another form to complete my check-in. Jacob was very rude even when i asked him what my options were to send him the form, he rolled his eyes at me and denied me the right to cancel my reservation as I requested since this whole discount form was an issue , mind you i have two children sitting in a car with a cab driver waiting on there father to lay them to bed. As a result of the waste of time and bad customer service, I asked them to cancel my reservation so I could book in another nearby hotel since my kids are outside with a complete stranger and we are all tired. Jacob refused and told me I would be charged the full price for the room regardless. By now i felt he was trying to make things difficult for me, I disagreed with him and explained why I was going to cancel because of how I've been treated here. Gladly my sister sent another form within the hour, and I finally got to book my room! He basically put me through all this trouble as well as my kids because I guess he didn't like the way I looked or maybe thought I was attempting to trick the system. He handled this situation very unprofessional, and I will never be staying here again. Luckily I kept my cool because of my kids, but the guy made it very difficult for us as guests in the hotel. He refused to listen to my request and refused to explain to me what the issue was. Not only was he loud but he was edgy with me and damn near in my face when attempting to tell me I couldn't cancel my reservation which I know is a lie since front desk agents have that authority depending on the situations like a missed flight or any other everyday emergencies. I'm, sure he hated that I still got to check-in and receive...

After staying at the hotel for a weekend and returning back home i realized i had left a hoodie there. Later the same night of check out I called the hotel to explain that I had left the hoodie in the bed. The lady I talked to said that all lost and found items were placed in a locked room/closet. (odd that she didn’t have access to is as she was working the front desk) It was late evening so I decided I would wait for them to call back the next day. Comes the afternoon of the next day and still no call, so I had to reach out again but spoke to a different lady this time. Explain the situation and all she said was that all of the sheets from the bed are basically woded up and then sent off to another facility to be cleaned. That was the end of that conversation. Then two days later after repeated phone calls with no answer or call back and an unanswered email sent by me I called again and finally got ahold of someone else. I explained the situation yet again to a man and he proceeded to tell me that it was funny that I was told that the laundry was sent out to a different facility because they wash everything in the hotel. Immediately I was outraged. Someone had lied. So he kindly says he would go back and look in the lost and found and also in the laundry. He came back on the call and said there wasn’t a hoodie found at all. I know without a shadow of a doubt that I left this hoodie on the bed. I know the exact bed, the exact spot, and the exact room. So if it wasn’t in the laundry or in the lost and found then they have some thief’s as maids. There’s no other term to use for them other than thief’s. I left an item of mine at the hotel and it was stolen. The last of remorse I got was beyond disgusting. I understand it is just a hoodie but it wasn’t mine and it meant a lot to me and also the fact that their maids stole my property. I don’t care if I left it they should be honest and place it in the lost and found where it belongs. It is outrageous the was I was treated over losing an item. I also don’t care what the maids financial situation is.. that is NO excuse to steal someone’s property. Something needs to be done because it is...

The rooms and hotel in general were immaculate -- just the kind of place I like to stay. I'm on the road 3 weeks out of 4 so that's very important. And the staff was very courteous but also very clueless when it comes to caring for disabled guests. I checked in late on Tuesday with a suitcase and roller bag for my computer. I asked for and was given an ADA room (129) which I was told was down the hall. But what they didn't tell me was that it was at the farthest corner away from the front and the exact opposite corner to the handicapped parking on the other side of the building. And because of the carpeting I could not use the spinners on my bags and so dragged both down the hall behind me and was unable to use my cane. At no time did anyone say, "Miss Roseman, can I help you?". To compound the issue, the next day when I returned, I called and asked them if I parked on the side was there an entrance by my room. I was told there was and proceeded to the only door I could see from the parking lot. It was up uneven, tall steps with no railing. I entered and found myself in the hall with room 23, not anywhere close to 129. Rather than schlep the unknown distance I pulled around to handicapped parking on the other side of the building and made the same trek down the hall. That evening I complained, the girl was apologetic but offered no solution but rather pointed out that there was an entrance closer to my room that you can't see from the parking lot; and she didn't think there was a ramp or rail either. The next morning when I checked out I had someone come down for my bags -- very nice but I had to ask. And it's hard to ask for help when you're disabled. I shared my story with the manager on duty who also was apologetic and acknowledged that having hearing impaired rooms closer to handicap parking than rooms for physically disabled is a problem. It's not just a problem -- it's stupid. To be honest I'm only staying at Marriott properties but I'd have to seriously reconsider this one given the accessibility issue. If you're not disabled it's fabulous... if you are then pick...