TownePlace Suites by Marriott Dallas Plano/Richardson — Hotel in Plano

I wish I'd never heard of the place. This hotel can charge $219 for a high-traffic night. But they will only recompense you the equivalent of about $42 if their negligent pet policy results in you losing that night's sleep and a day's vacation time. They need to make up their mind whether they're a moderately classy hotel, or a kennel full of neglected dogs. Because nobody wants an hour and a half of barking next door in a classy hotel, and nobody wants to pay three figures to try (and fail) to get a good night's sleep in a badly run kennel.

We got into the hotel at around 1 a.m. on a Friday night. We’d worked and traveled the whole day before. We didn't get unpacked and to sleep until around 2-3 a.m. Just before 7 a.m. in the morning, a loud barking dog in the next room woke us up. The dog's owner had abandoned it in the room that morning and left the hotel, going nearly an hour away by car. So the dog got upset and wouldn't stop barking. For over an hour.

This "pet friendly" hotel's policy is that guests can abandon an animal like that. Not too friendly to the pet if you ask me, and certainly not "guest friendly!"

The hotel clerk called the owner and got him back to quiet the dog back down took about an hour. Our sleep was wrecked. My wife who was recovering from an injury was totally exhausted and miserable, I was pretty exhausted and miserable myself, and by the time we were in any shape to do anything and had finally caught up on sleep, the day we'd hoped to spend touring Dallas was gone!

When we contacted the manager, she offered us a '5000 Marriott point' recompense. This is equivalent to about $42, when we'd paid much more than that for the night, as said above. Then she didn't actually transfer the Marriott points until she was reminded to do so, which she says was an accident. I don't know.

The part that’s really striking is that the manager seemed to insist that this was a normal and acceptable consequence of the hotel’s pet policy. That there was no problem with the owner abandoning the dog, that what he did was okay in the hotel’s book. But also that the hotel wasn’t on the hook in any serious or commensurate way for the harm this did to the guests. It’s like they want to have their cake and eat it too: avoid having unpleasant conversations with guests that neglect their dogs and hurt other guests, but still collect those other guests’ money because it somehow isn’t the hotel’s fault that something bad happened. They just sort of launder away the responsibility for actually providing hospitality here, because the breach of hospitality isn’t the owner’s responsibility and it isn’t the hotel’s responsibility, supposedly.

So yeah. This place does employ some good low-level workers, and I can't complain about the breakfasts and coffee. But they'll let negligent pet owners leave their pets in a state that results in harm to other guests. And if it happens to you, don't count on the hotel being very sorry about...

I am writing to express my deep indignation and to formally file a complaint regarding the appalling treatment my family and I received during our stay at your hotel on the night of Friday, July 18, 2025. What happened was not only offensive and humiliating—it was deeply disturbing and completely unacceptable for any hospitality establishment.

Upon arriving at the hotel for check-in, I politely asked the front desk employee if it was possible to obtain some milk, as my 4-year-old daughter needs it to fall asleep. The response I received was shockingly aggressive. The employee responded with mockery, saying: “Who the hell drinks milk at this hour?” I calmly explained that it was for my child, but rather than de-escalate, the employee became more hostile. He raised his voice, used inappropriate and aggressive language, and created a tense and intimidating environment that visibly frightened my daughter, who was on the verge of tears. What should have been a simple, routine moment turned into a distressing and traumatic experience for our entire family.

To make matters worse, when we informed him that a member of our group would be arriving a little later, as he was still at a nearby bar, the employee responded with outright contempt. He dismissively said that it wasn’t his problem and added, “when he shows up, we’ll see if I feel like checking him in or not.” The arrogance and disdain in his tone were unmistakable. His behavior was not only unprofessional—it bordered on threatening.

What struck me most—and what I cannot ignore—is the strong impression that this treatment was motivated by prejudice. We are a Latin family, and the level of disrespect, condescension, and hostility we endured felt racially charged. The employee made us feel as though our presence was unwelcome, and at times, I genuinely questioned whether we were being singled out and mistreated simply because of our ethnicity. It is unacceptable for any guest—especially a family with children—to be subjected to what can only be described as discriminatory behavior.

This experience has left us deeply shaken. It was a humiliating, degrading, and emotionally distressing situation that no one should have to go through—particularly not in a country that upholds values of equality, respect, and dignity.

I demand that the hotel management investigate this matter thoroughly, identify the employee responsible, and take immediate corrective action. No staff member who exhibits such inappropriate, aggressive, and racially biased behavior should have any role in guest-facing duties. His presence not only tarnishes the reputation of your establishment but sends a harmful message to all guests of minority backgrounds.

I expect a formal written response addressing this complaint, along with a clear explanation of what steps will be taken to address the conduct...

The reviews for this hotel were pretty good, so I booked a room here. However, we did not receive the exceptional service from ANYONE at this hotel (well, the maintenance man was nice!), so I'm not sure why the previous reviews were good!?! We have an ESA dog with papers! When we checked in, the rude gal at the front desk let us know that she WOULD be charging us a pet fee as "Marriott doesn't recognize ESA pets". We told her that we have papers to prove that our dog is an ESA pet, but she turned and walked away instead of looking at the papers! We told her to have her manager CALL us, but instead, Allie, took the cowardly way out and emailed us. She stated that it's a Marriott policy to charge for ESA pets and even suggested that we have our dog be certified as a Service Dog (I don't know her, but if she doesn't have an MD/PhD, she shouldn't be giving out advice like!). When my husband wrote back to Allie's suggestion that we get the dog certified, she didn't bother to respond. We were meant to be in this hotel for 3 days, but checked out after the first night because of the way we were treated! We checked into another Marriott property where our ESA dog was accepted and we were treated with dignity and compassion. We have been loyal to the Marriott brand and while we aren't Platinum members (we don't travel as much lately), we have always been loyal. A little empathy would have gone a long way with Ms. Rude at the front desk and Allie.||Aside from this horrible experience, the rooms are VERY small, not overly clean and the breakfast leaves a lot to be desired (we didn't stay to eat the breakfast)!||Shame on the employees of this location! Have you ever served in the military? Were you in the WTC on 9/11? I'm guessing NOT!||Again, we have not been told by any other Marriott hotel about ESA animals not being recognized. This was the first time we have been charged for the dog. If it's a policy, other properties aren't...