Aloft Plano — Hotel in Plano

Right off the bat no SPG recognition. Moving onto the room. The room was reasonably clean, but Starwood obviously went very cheap on the window air conditioner because it is so very loud when it runs. Every time it turned on during the night it woke me up, so I got very little rest. The selection of food and drinks for sale is pitiful.....a few frozen dinners, water, a couple of candy bars but I didn't see any fresh fruit or baked goods like I have seen at other Alofts. The best way I can describe this hotel is to say that everything the staff does and the hotel provides is the bare minimum...it's the absolute least amount of effort they can put into the job. Now I'll move onto my real beef with the service I received at this Aloft. When I checked out I asked the woman working the desk to have FedEx pick up my pre-paid package. This is something I have done countless times in way more hotels than I care to recall. I have never once had an issue with it, because it is a basic request that many travelers make so it has always been carried out perfectly...until now. When I made my request at Aloft the woman said I don't think I can do that. To which I repeated in case she didn't hear me the first time that the package was pre-paid I only needed her to make sure that FedEx picked it up. Well, that didn't clear anything up for her because she had to go ask her manager if she could do it. When she returned she told me the manager said it was ok and took the package from me. I specifically said please make sure it goes out today it is very important and time sensitive. She agreed. So that was on a Tuesday. Thursday rolls around and my client that was expecting the package calls to tell me it hasn't arrived. He isn't pleased because he needed the documents in the package to finalize a deal and now the deal was at risk. I checked FedEx tracking and saw that the package had never left the Aloft. I called the Aloft and explained the situation to the person that answered. She put me on hold for maybe 15 seconds and came back to tell me she found the package. She didn't have any explanation for why it was still sitting there. Given the very short time I was on hold tells me the package was right under her nose and it had been sitting there for two days and no one took the initiative to find out why a small FedEx Box fully addressed with a prepaid bill of lading was just sitting there. My client did in fact lose the deal because the documents were three days late getting to him and as a result I lost his future business. All because the Aloft hotel couldn't execute one of the most basic requests a traveler makes. I will never stay at an Aloft again and I am giving serious consideration to never staying at a Starwood hotel again. This experience has completely changed my perception of Starwood and destroyed my perception of Aloft. Oh and if all that wasn't bad enough...this is the second time I've had to write this review because somehow my first one did not get published. Strange how that happens.....but that's ok. I have this one saved on my hard drive, so if it also goes missing all I have to do is cut and paste the next time...

I've seen the reviews about Aloft Marriott in Plano Texas and as a level 7 guide I have done my fair share of reading and writing reviews!

The negative reviews of this incredible and customer-friendly establishment have either been totally adjusted and fixed or they were malice and intentional to harm the company!

I read every review from the bad bartenders to bad customer service to unclean rooms and I can tell you firsthand that all three of those things are five star hotel material!

I stayed Monday night after driving to Texas from Little Rock to buy a vehicle in Plano and Aloft was the closest hotel and it looked incredibly nice but I was hesitant because of the bad reviews. Well I took a chance and decided to stay the night, it was the best decision I could have made!

First off, the customer service! The customer service representative, Mr Haven, was a 10 out of 10 and made me feel so welcome and seen! He went above and beyond by going out of his way to make sure I got in a room before I had all the necessary documents that I needed. When he didn't have to do any of that because it was my fault I didn't have what I needed to get into my room and because he is such an amazing person he saw that my girlfriend was tired and went ahead and gave me a room key and told me to bring the paperwork back down to him when I got it! Which was about another 30 minutes and I took it directly to him and I shook his hand, said thank you, and that his generosity, compassion, and kindness did not go unnoticed or unappreciated and that I wish more people in the world treated everyone like he treated me in a time of desperation and unbelievable fatigue!

Then I will get to the rooms and the bartender. The rooms were top-notch, extremely clean, and everything was perfect from the comfort of the mattress to the hot water and the water pressure in the shower!

My girlfriend wanted a bucket of ice and we weren't sure where the ice machine was, so she asked the bartender and he went out of his way went into the back and filled her up two buckets of ice to take to the room while tending the bar! He didn't have to do that and it wasn't his job but to me customer service is number one at this hotel and establishment and I recommend anyone who is going to stay in the Plano area just stay at the ALOFT Hotel!

Thank you again Mr Haven this is with the utmost respect and sincerity, Your friend...

I stayed at this hotel starting July 27,2017. The lobby and greeting area are nice. I was able to quickly check in and go to my room located on the third floor of the hotel. I turned the heater on briefly so I can take a shower. The heater turned on and a cloud of smoke filled the room. The smoke detector alarm turned on. I immediately turned of the heater so that the smoke stops. The smoke alarm turned off after two minutes. I then went to take a shower, after taking a shower I noticed that the entire bathroom was flooded with water. This was due to the gasket on the shower glass door being broken. I used every towel in the room to pick up the flood. I went to use the wireless phone to call downstairs and it didn't work. After reviewing the cordless phone, I determined that it was that the battery was not working. The next morning I went to work and I removed the "Downtime" sign from my door handle so that housekeeping can service my room. After returning to the hotel after a long day at work I noticed that housekeeping failed to service my room. All the towels were still on the bathroom floor and I could not take a shower. I walked downstairs to discuss with the manager because the wireless phone was not working. I reported the above items to the assistant general manager (Joseph) and he picked out three other rooms for us to visit on the third floor. Upon reviewing three additional rooms, we noticed that the additional rooms had similar problems with the phone and the wireless gasket. The assistant general manager then proceeded to inform me that he would have maintenance come up to the room. I informed him that I needed the shower door gasket fixed before I can take a shower and that I needed the room serviced. The assistant manager got housekeeping to service the room but didn't provide any explanation on why they never serviced the room. The wireless phone and the heater were never fixed during my stay. It is alarming to see that several rooms on the third floor have maintenance issues similar to the one in my room. This trend leads me to believe that the root cause is management is not properly paying attention to their maintenance plan. I have stayed at this hotel 5 times this year in different rooms and I have noticed the lack of maintenance. I would like to meet with the General Manager to discuss...