Courtyard by Marriott Dallas Lewisville — Hotel in Lewisville

Although the cleanliness and facilities live up to the Marriott standards the service did not even come close to what I would think and hope the executives of Marriott expect from their employees. My family and I stayed for 6 days in this hotel mainly because moving 3 children under the age of 7 and a wife is not fun while looking for permanent housing. However back to the reason I am writing a review about this experience. Three out of the six nights we stayed were spent waking up to the mattress and fuzzy mattress protector instead of clean sheets due to the wrong size sheets being put on my bed, even after complaining about this problem initially it still happened two more times. Then as checkout comes I find that the $40 they charge for incidentals such as phone calls and damages was charged to my card on 3 separate occasions charging me a total of $120.00 that is still being held 7 days later and being told that it could be another 7 days before the charges fall off and my money is out of pending status and back where I can use it. Of course finding this out had me quite upset as I would think anyone would be in this case. when approaching the front desk about it one employee stated she was going to call the police on me and went to get the phone I asked to get her name as I told her call the police your company is the one who is fraudulently holding money that doesn't belong to them. Elissia the Assistant General manager wouldn't even give me the employee's name. Horrible customer service as I simply wanted to complain about her and about the way she treated my issue with her company holding money they were not entitled to hold to begin with. Her lack of resolving my issue with their mistake or even attempting to resolve it puts them at the bottom of the customer service level below the lowest standards I have ever experienced in my 40 short years on this planet. Not to mention if I'm staying at a hotel why would housekeeping be knocking at my door before 8 am are you kidding me??? Who does that? I will continue to write reviews about this terrible inconsiderate service levels of this hotel and their staff until someone recognizes there is a problem. The one shining star of this hotel is Josie who I believe to be the night manager! As of yet I have still have yet to hear back from the general manager John Henry who was called right after leaving the establishment. 8 hours ago!!!!!! I would strongly recommend never staying in this particular...

I traveled in the nineties and early 2000 - 2001 for The House of Cartier Jewelers, as I was an Account Coordinator for the SW Region. Courtyard by Marriott was always my home away from home. I loved the clean rooms, updated furnishings, soft sheets and comfortable bedding and mattresses. I enjoyed greatly the hot breakfast that was provided. For the last three years, I have booked my conventions at the Courtyard Marriott, Flower Mound, Texas hotel. It was lovely; things were perfect and if not.... the service team always tended to our needs. We did our wedding at the same Courtyard, Flower Mound on Dec. 5, 2020. Christina Bohannan, the Catering Manager, was a delight to work with and worked with us to meet our budget beautifully! I have spent thousands of dollars with my business and personal Marriott stays. _ Courtyard by Marriott _____ Lewisville, Vista Ridge.... Now to the review for Lewisville! Our room booked for 3/25/21 - 3/29/21 was on the third floor Rm. 349. The hallway carpeting was stained and torn. The room itself was clean but very dated. The air conditioning we set at 60 at night but we awakened each night because the room was not cool enough. We requested on the third day to have the room freshened up with new bedding and towels. No one ever came. The front desk man said he had only 1 house cleaning person and only 8 total employees for the 70 guests he had just checked into the hotel. I am including photos because the decomposing trash from the rooms was piling up by the ice machine just adjacent to the elevator on the third floor and causing a bad odor when we would get on the elevator or get ice. We requested coffee for our room, and the front desk lady said she was out of coffee. She offered decaf. or asked us to come down in the morning and coffee would be made by the restaurant bistro. When we checked out on Sunday, the Nigerian attendant at the front desk did not understand English well and it was difficult to get the receipt for our stay from him. When leaving on Sunday the front portico entrance, we noticed trash was piled up there as well. We have booked the Springhill Suites by Marriott, Vista Ridge Mall for our next stay in April 22nd as I do monthly teaching seminars at the Flower Mound Marriott. Marriott has a name for excellence with affordable pricing. I hope you will sell this Lewisville property off and not damage your good name. The hotel needs a complete overhaul of interior and...

If I had the option to not pick a star - I wouldn't have given them even one. I am a Marriot Gold Elite member and I have never faced such a terrible situation in any of my hotel stays ever in my life. This has been the WORST and I will NEVER recommend anyone to this location. It is a complete SHAM !!!

Let's start with the check in process which was extremely slow, the representative checking me in had no idea about what was requested when I had actually called earlier in regards to a few questions and talked with her and I was told it will be taken care of at the arrival. Secondly, I certainly was upgraded to a King suite ( thanks to my Elite Member status ) but it turned out to be a nightmare instead. I was told that the suite is brand new and comfortable. Well guess what, It was smelling bad, the AC was not working, and the worse part - the mattress on one of the pull out sofas was worn out. When my husband tried sitting on it, he fell down because we later realized the spring at the bottom was broken as well. I called the front desk to report the issues and was told they would resolve it in a few minutes. I called 30 mins later as my toddler was waiting to nap, but they had no answers and said they will get back at some point. No one got back !!! Finally we all landed up sleeping on one bed which not only felt congested but very hot. I also requested for an extra comforter to lay on the pull out bed but they did not have any comforters !!!! how is that possible when you offer a pull out and you have no covers ??? I am absolutely flabbergasted At night when I returned and asked about the status of change in rooms, I was told they had no time to look into it. I had also requested a fan for ventilation and some other amenities and was told " you will need to come down and get it ". I did go down to get the stuff later, but nothing was kept ready and I waited again for another 15-20 minutes which was way past my baby's bedtime. In short to summarize my stay - it has worse amenities, extremely arrogant people, poor service and a complete sham of the pictures displayed in their lobby and the website ! DO NOT GET TRICKED BY THEIR PICTURES. IT IS AN...