SpringHill Suites by Marriott Dallas McKinney/Allen — Hotel in McKinney

We checked in to this property on 7/7/22. Upon returning to our room after having dinner, we noticed the smoke detector in our room was covered in plastic with a shea butter sticker holding it in place. It appeared that the previous guest was smoking in the room and tried not to set the detector off. We immediately called the front desk to get this rectified. They informed us maintenance was already gone and they would take care of it in the morning. The clerk didn't offer an apology, offer to change our room and didn't seem concerned at all. The next day we left early in the morning and returned very late in the evening only to find the smoke detector STILL covered. Obviously frustrated about this, we went to sleep and decided to take care of it in the morning during checkout. The people in the rooms on both sides of our room and across the hall made so much noise that night that it woke my husband and I from our sleep. Banging against the walls, parents yelling at children to clean up toys, children screaming, etc at 6am. When we checked out on 7/9/22 and we expressed our concerns to a gentleman at the front desk who stated he saw the notes for the smoke detector to be attended to but he "doesn't know why it wasn't done". We then told him about the noisy guests and he stated one of them was staying on an employee rate and disruption of paying guests is something they don't tolerate. He mentioned we should have called down immediately and they would have removed the guest because of their stern policy that he reiterated to us several times. The policy is nice, however there was more concern for this than a TAMPERED SMOKE DETECTOR. No urgency or concern was expressed by anyone regarding this HAZARD and LIABILITY. It was extremely NEGLIGENT for no one to follow up and ensure this was rectified. I am a Marriott Bonvoy member who only stays at Marriott properties and this was completely unacceptable. I will be contacting corporate to escalate this situation because had there been an emergency and our smoke detector did not work, there would have been a law suit. I will NEVER stay at this property or recommend...

A Disastrous Christmas Experience – Avoid This Hotel!

I wish I could give this hotel zero stars for the appalling experience my son and I endured on Christmas Day. I had booked a room with two queen beds well in advance, received a confirmation email with the correct room type and rate, and guaranteed it with my credit card. What should have been a seamless check-in turned into a nightmare.

After driving over five hours, we arrived just past 5:00 PM. At check-in, the front desk agent (the only staff member on duty) was unprofessional, chewing gum while assisting me. To make matters worse, the rate she was trying to charge me was higher than what I had received in my confirmation email. I pointed this out, but she brushed it off, and, being too exhausted to argue, I proceeded to check in.

When we got to the room, I was shocked—it was not the room I had booked. Instead of two queen beds, we were given a much smaller room with one bed. I immediately returned to the front desk and showed the agent my confirmation email. Her response? "This is the only room available at this time." She refused to resolve the issue, stating there was no manager on-site due to the holiday.

Desperate for help, I called the hotel’s customer service line, Since this property is part of the largest hotel group in the U.S. They tried desperately to assist and even called the gum-chewing front desk agent to help resolve the issue, but unfortunately, they were unable to force the hotel to honor my reservation. After demanding that she contact her manager, she reluctantly called and then informed me that the manager’s solution was to cancel my reservation without penalty and advised me to find another hotel. On Christmas Day. At nearly 7:00 PM.

This level of disregard for customer service is inexcusable. By the time we found another hotel and checked in, it was close to 10:00 PM, completely ruining our evening and plans.

I have stayed in many hotels over the years and have never experienced such an utter lack of professionalism, empathy, and competence. If this is how this hotel operates, I strongly advise avoiding it...

I'm writing to share a poor experience we had at SpringHill Suites after working to reasonably resolve the issue across several people.

While the rooms are generally fine and acceptable, some staff are great, the management of the hotel seems to be completely dismissive and careless.

We reserved two rooms for Easter weekend one of which needed to be handicapped accessible. The hotel doesn't manage reservations directly, so we were forwarded to the corporate line.

Upon our late-night arrival for check-in, we were informed that neither room was handicap accessible. No accessible rooms were available, requiring us to relocate a family member to a relative’s home—near midnight—to sleep on a couch where at least some accommodations were possible.

We were told we’d be moved to suitable accommodations the following day. However, access to those rooms was still not granted until after 5–6 PM, well beyond the standard check-in time.

That Saturday Razi Mohiuddin the assistant GM said he'd try to address the issue and see about a refund. I had to call back several times over the course of multiple days to get a hold of him again. He then said nothing could be done because the booking went through Marriott corporate and the hotel wasn't responsible, but that he’d email Marriott corporate and suggested I also open a case there.

Bonvoy's website does not provide any clear paths to request refunds for booking issues and implies that these issues have to be handled directly by the property. I also contacted the general manager, Kelli Perdue, who has not yet responded or followed up. Meanwhile, no email has come through from Razi or Marriott Bonvoy indicating other outreach.

The amount of running in circles we have had to do to even get a refund for a single night of our stay, when we could not use the room we booked and paid for, is absurd. I would recommend against using this hotel in particular for if special accommodations are needed, especially after reading other reviews with similar experiences with the...