Aloft Richardson — Hotel in Richardson

I am writing to formally submit a complaint regarding my recent stay at the Aloft Hotel in Richardson, Texas. My experience was deeply troubling and involved multiple false accusations, public embarrassment, and what I believe was discriminatory and retaliatory treatment by hotel staff.

While celebrating my son’s graduation, a special and once-in-a-lifetime milestone, my family and I were subjected to unverified allegations of noise disturbances and marijuana use. At no point did hotel staff notify me directly of any complaints or attempt to resolve concerns with professionalism or discretion. Instead, I was confronted in front of other guests, disrespected, and aggressively threatened with removal from the property without any verification of the claims made.

What’s more disturbing is that hotel employees refused to allow me to speak with a manager, refused to provide corporate contact information, and became increasingly argumentative when I asked for a resolution. The employee in question was unprofessional, dismissive, and even confrontational with my child. This is unacceptable behavior from any hospitality brand, especially one under the Marriott name.

I want to be very clear: I have police recordings that confirm no violations were found and that the accusations made by hotel staff were false. These same recordings capture officers expressing concern about the hotel employees' behavior and lack of professionalism.

As a long-time Marriott customer, I was shocked and disappointed by this treatment. My family and I were forced to leave the hotel, causing emotional distress, public embarrassment, and disruption of our celebration all without cause.

Accordingly, I am requesting:

A written public apology for the mishandling of this situation.

A full refund for the disrupted stay.

Appropriate compensation for the distress and discrimination experienced.

Confirmation that this complaint has been officially recorded and is being reviewed.

Proper disciplinary action and training for the staff involved.

The white male employee in the red shirt on my video initially claimed he was not a manager and stated he did not assist with front desk matters. However, he later identified himself as a manager to the police and requested that I leave the hotel. I have since learned that he is the food service manager, not a manager with authority over hotel operations. He made no effort to properly de-escalate or address the issue in a professional manner.

The rude & disrespectful African American employee, identified as Jordan, was the individual who approached me at the bar in front of guest & bartender and accused me of receiving multiple complaints since my check-in. At no point during my stay did anyone call my room, come to my door, or speak to me at the front desk regarding any complaints. When I inquired at the front desk the evening before, nothing was mentioned about any issues.

Additionally, I noticed a fuel charge on my bill, which I do not understand. I would appreciate clarification on what this charge is for. The also still charged my room a smoking fee after it was proven by the police there was no smoking & they gave me a print out of a fake refund charge & when I tried to explain to the police this was not an accurate receipt he stated he watched him print it but the email of charges I got is totally different than what I received.

I would also like to understand your protocols regarding guest relations and leadership responsibilities. Is it not the expectation that any available manager or leadership staff respond when a guest requests assistance with an issue? Are they permitted to refuse assistance, make false allegations, and record guests without their knowledge, while failing to take any steps to verify or address supposed complaints? There is no record or attempt to contact me, knock on my door, or make any effort to resolve concerns yet I was recorded and accused without cause.

I expect a thorough investigation into this matter and a formal response.

I can't upload videos for...

Visited with our son and his soccer team. There were several soccer teams at this hotel for a tournament.

Upon arrival, the hotel is very nice and trendy. Rooms are clean and spacious. Lobby has a nice bar, a wide selection of snacks/drinks available for purchase at the little shop. Location is great with a variety of restaurants to choose from within less than a block.

However, the one glaring issue not only noticed by my wife and I but several other parents and kids. There is a complete lack of safety and security.

It started in the fitness center. There is a keycard reader which did not work. My wife and I are very early risers who exercise first thing in the morning. We walked into the fitness room just after 4:00am and the lights did not turn on. My wife said “why are there bags in here?” Imagine how startled we were to discover a homeless couple sleeping in the corner on the yoga mats. I turned on my phone flashlight to look for the light switch. The guy got up and removed the paper towel he had affixed to the motion detector for the lights so they finally turned on….indicting he may have done this before.

He and his female companion took their time gathering their belongings before leaving. Not trying to shame them for being in an unfortunate situation but the facilities were wide open and unsecured for them to crash here. Guessing this was a normal routine for them.

Update the next day: talked to other soccer parents staying at the same hotel and shared our story. One mother had gone to the fitness center by herself and the single homeless man was there. He left when she entered. She told staff who did nothing. They did not go check the key reader. How do I know they didn’t check? Because the next morning, I went back to the fitness center and saw there were zip ties on the door’s pushbar which kept it from latching! So I removed the zip ties and now the door lock functions as it should. I actually believe the staff may have put the zip ties on the door.

Also, reaffirmed that all entrances to the hotel are unsecured and open to the public. It is very possible for someone to enter from the rear parking lot and hit the stairs or elevators without ever passing by the front desk. Yesterday, several of the boys on the soccer team (10-14 yrs old) were playing in the lobby when one told a parent about a homeless hanging out in the bathroom. Not using the bathroom, just hanging out in there. Unacceptable!

Several parents said there was a homeless man who walked into the lobby shop, stole a beer and took off without ever being acknowledged by staff.

I believe this is a nice hotel and the staff is polite. They just don’t give a damn about the safety and security of their building or the families staying there!

Safety and security while paying for a hotel, should be Paramount. Especially when staying with children! This hotel does not meet...

Where to start.....Check in is alwasy FAST and Friendly. Jordan at the front desk is about as welcoming as they come. He has me headed to my room in under a minute.

Parking - you can park around the hotel (a lot of people live around here though so I try not to park there) but there is a nice size lot directly behind the hotel. If that lot is full, head due west by the Good Union BBQ and there is PLENTY of parking.

The Rooms - I have some favorite rooms.....Check out 207, 209, and if you are not afraid of heights - 913. I myself prefer the lower rooms - they are both King beds and have a balcony that looks out over the park which is directly in front of the hotel. Room 913 is much larger - has two queen beds and a balacony that's roughly 26' long (thanks Apple measuring app). There is also a separate living room area with a couch an additional TV and a work area. All of the rooms i've stayed in have the same bathroom with the same unique feature. The water will get HOT. HOT! I'm pretty sure I could cook ramen noodles or possibly boil crab legs in the shower....so if you're on a budget...remember that.

Breakfast/Coffee area.....I've only had breakfast once....burritos...not bad. The coffee bar (free) has regular :) and decaf :( as well as some hot water for tea (or you can just make that in the shower). There's also a large assortment of snacks available for purchase as well.

ICE ICE Baby.....on every floor that i've stayed on.....there is an ice machine right next to the elevator. Bring your Yeti or that big ol' Stanley and fill up each morning. Or even a small ice chest.

The Bar - nice little place to unwind. BREE (the wizard behind the counter) is always smiling and has a wealth of information to offer up on where to eat and go and see. I've learned quite a bit about the area soley on her recommendations alone. PLUS she makes some great drinks. Whether there are 3 people at the bar or 30, she handles herself well.

Price - I think this place is a GREAT value. It's close to a LOT of places in the area. But somewhat hidden from the noisy highway. I had no idea this was even here. To get the most bang for your buck....join Marriot Bonvoy rewards. You'll get the best price on the room (most of the time). Plus the points add up FAST.

Pool - I cant wait to try it out when the weather warms up. It's pretty small but has a great view. And i'm guessing not many people use it which might mean you'll have it all to yourself! It's on the 2nd...