Renaissance Dallas Richardson Hotel — Hotel in Richardson

My stay was 6 weeks long, so i got to know many members of the staff very well during my stay. i got to explore every amenity the hotel had to offer and i got more than well acquainted with the building itself.

The Room. now I didnt have a suite or anything. Just a regular guest room. when i first arrived, the room was very clean with a nice smell. The room was plenty big for me to stay in comfortably by myself. My room had a mini fridge and a small safe for me to use. no microwave though. i requested a room with a balcony. the only problem i had with the building was my balcony. i named it the balcony of death. it was not a normal balcony but was slanted getting smaller from one end to the other. at the widest end of the balcony i had about a foot and a half of space to stand on. the rail was sturdy so i wasnt really in danger but i have a flare for the dramatic so i named it the balcony of death simply because i didnt feel safe on it. so i didnt use it as much as i would have liked. but overall, the building/rooms are nice.

Now for what made me actually enjoy my stay so much, THE STAFF! i work in customer service. i train people to provide a concierge level of service. so staff is always a huge thing to me. they can make or break a trip. especially when its a super long trip. i was here for 6 weeks. i fully expected to have at least 2-3 bad interactions over that time as it is common. customer service is hard. its even harder to provide top level service constantly. you always have staff that do not like their job or are just having a bad day. I did not experience that at this hotel. i am just a trainer but i was treated like i was some high-level executive. its been two weeks since i left the hotel and i am missing hearing "Welcome back Mr. Kline" every time i came back from work. "How was your day". this was commonplace. now that is fairly standard for a hotel right... it isn't. you might get a welcome back here and there but not your name, not every time. these staff were consistent and went above and beyond constantly. i have listed a few staff members that i feel were really special during my stay.

Mark (front desk)- Mark was my go-to guy for the 6 weeks. my first night there i had a problem with the way that I ordered my food and it charged to the room instead of my card. Mark went above and beyond fixing the issue and he saw i was going to be there for a long time so he took the time to go over how to prevent this from happening again. I went to mark with pretty much every question i had. there were a few times where mark said he didnt know the answer but he always followed it up with "but im going get that answer for you" that is why i would go to Mark. Every day Mark provided the same level of service. thats 6 weeks... do you know how hard it is to go that long providing top level service without having a bad moment? this is why Mark was my #1 guy during my stay. Just Marks service was enough that i decided my next trip down there i will stay here again!

Kathryn (Before 5 lounge)- she was fantastic. I was up super early every day well before most of the guests in the hotel. every weekday morning she was there with a smile and my order ready to go. Thats right, after the first few days she had my order memorized. it was often ready to go the moment i walked up to the register. top notch service!

Lawrence (The R on weekends for breakfast)- this man provides the best customer service i have ever had at a hotel. i would often watch as he provided the same level of service to multiple people each weekend. i watched people be extremely rude to him and he just brushed it off and continued to serve the exact people that just treated him terribly with the same level of service he gave everyone else. he also made multiple recommendations for cool places to see. tons of historical places. i went to them all! yall better take care of this man!

There are more awesome staff members but not enough space allowed to include them.

So really the hotel is nice... the staff however... they...

Update on the response received from the OWNER‐

NEVER did the front desk look at my photo ID. NOT EVEN ONCE!!!!!!!! So, what security are you speaking on? I can see why the employees can't cascade correct information because the owner is clueless too!. I wish I could do 0 stars! Throw the entire front desk staff away. As a luxury travel agent who sells FHR properties, I know this property isn't a hotel I would sell!

The staff at the front desk is a disaster! I made a reservation for this property and called before my flight at 452p to advise I have not received my mobile key. HU at the front desk advised he would send it to me right away. I didn't receive it so I called back at 524p and he stated that he was unable to send the mobile key because I needed to stop by the front desk. I then advised him that I do not have the card presently however my husband does and he'll be joining me the next day. He said that's not a problem they will use the card file, I just need to present my photo ID. 6 hours later after a day of traveling, I get to the front desk to be told by Chris that his employees WOULD never say anything like that and go against company policy. They will need my ID and a card matching the id provided. He tells me that a physical card is needed for SECURITY PURPOSES; Which I explained is completely understandable if it is for that reason but I should not be given different information from the handful of employees at the front desk. He then proceeded to say that if I haven't stayed at a Marriott in a while then I will need to stop at the front desk. I just got back from 2 trips and stayed at Marriott properties for each trip and had no problem using my Bonvoy Mobile Check In.

He asked me if I have ever stayed at their property and I said "No, this is my first and my last". I asked him to change my reservation to one night because I refuse to stay at this property for anything longer than 1 night. He says okay. Then asks me to insert my card for the 1 night stay and then asks once again if I have ever stayed at their property. I said no once again. He Gave me my room key and said something about it's a west room. He didn't give me any information on the hotels restaurants, info on parking, nor where the elevators are. I was basically on my own. Which a guest came after me and while I was gathering to get my things to head to my room, I heard him give her breakfast information for her and her family and asked if she did self parking or valet. I thought the caviot of my story was the fact that Chris didn't even look at my ID not even once. Which means he didn't follow company policy either. I could've used anyone's card with no issues.

I get to the room thinking that I could order room service because on the site and TV it states In room dining is available 24/7. Only to open the menu and everything says not available until the next day. So much for 24/7. I ended up ordering food from a 3rd party app (thank heaven for those).

I woke up at 6am from a text from my bank stating that the hotel was trying to charge. I dig a little further and realized they were attempting to charge me for the 3 night stay. Which I told Chris specifically to change to 1 night. I call the front desk and George said Chris was no longer on shift. I'm beyond furious at this point. He apologize for the inconvenience and says let me change your reservation to a one night stay. Which means CHRIS never did it from the get go. Smh. Everyone keeps telling me "I'm sorry, I'm sorry" but the apologies are not getting better nor are they resolving any issues. I'm tired of hearing I'm sorry and I apologize for any inconvenience at this point.

The room was decent. Had a little smell when I first walked in the room but because of my first initial encounter and long day, I just needed somewhere to lay my head to get some rest.

Horrible experience and I would not recommend this property to anyone based on the...

This hotel was easy to access off of the highway. Parking was no problem (and we had no qualms about leaving our car in the parking garage). The check-in went smoothly, with an explanation that our parking expense would be part of our room charge (as per an agreement between the hotel and the parking garage folks) and would cost us $10/night less than had we had expected.

As we approached the hotel, we noticed that we drove across the DART tracks. This train has access to so many places in the area!! Also around the hotel was a small neighborhood of nightlife activities - bar, restaurant and performing arts center.

We visited our room to find it a very comfortable, cool temperature on a day when the outside temps had reached +100.

We made our way downstairs for a cocktail. The bartender concocted some of the best drinks we'd had in quite some time! Not too weak, not too strong, plenty of taste! There were several large groups also patronizing the bar, but our service did not suffer, nor were they too loud since the bar has multiple areas for the groups that worked fantastically to buffer the sound of their obviously wonderful time. :)

The morning shower was plenty hot, with wonderful Aveda products provided. Since we had decided on a whim to get away for the weekend and didn't do much more packing than to just throw a change of clothes into a bad, we were pleasantly surprised to find our favorite hotel product line on the counter!

Downstairs for breakfast - the buffet had everything one might want for breakfast, and some things you didn't even know you wanted that early in the morning!

Checkout was a breeze, and our room key was our passage out of the parking garage with no additional fees, just like we'd been promised.

With a great nights' sleep and full stomachs, we were set to continue our weekend runaway roadtrip refreshed, fed and well-rested. We will most assuredly keep this hotel at the top of our list when visiting the greater...