SpringHill Suites by Marriott Dallas Rockwall — Hotel in Rockwall

I was highly disappointed/utterly dissatisfied I was with our recent stay at the SpringHill Suites Dallas Rockwall. First, I will let you know that all the employees were great, and helpful where they could be and most importantly, we felt like everything was clean.||||Room Layout and Design:||The rooms look amazing and then you try and stay in it. You call it a suite, yet there is absolutely no separation between the living and sleeping areas. If you tilt the TV so you can see it on the couch – the speakers POINT towards the bed, so parents who want to put their child to bed and watch TV can’t. The child in bed can hear the TV better than the parents. The second issue- that amazes me that any hotel would skimp this much is the sound barrier between rooms. Several times while getting reddy in the morning to leave, I thought my Apple Alarm was going off – only to search our room to find that the alarm was coming from upstairs. What got me was not that it happened once and I could faintly hear it, but after being fooled once, a snooze button later, it happened again. That’s how clearly it could be heard between rooms. I shudder to think about the noise my daughter made while we were in that room, because it was probably not pleasant for other guests.||||The bathroom – wow. So lets say you get up in the middle of the night to go to the bathroom. There is no night light at all in the room, so you have to turn on the lights. BOOM WAKE UP BABY – its SO BRIGHT, and then the best part- because your designers wanted to add class to the room- BOTH BEDS are covered in light, because there is a glass door! ||||Furniture – everything rattles clangs or bangs. The glass on the back of the desk rattles when in the “closed position” making noise constantly. The doors bang every time they are closed and even the cupboards slam shut, again makes kids sleeping in the room almost impossible.||||Chat Service – As I said above, all the direct interactions I had with employees was pleasant. I did however use the chat service to request more towels and a new coffee machine. Guess what didn’t happen until I arrived back at the hotel 6+ hours later, and had to walk down to front desk to re-request it. ||||Lastly – the breakfast. During our stay the breakfast that was offered essentially could be narrowed down into two categories; Carbs, packed with sugar or eggs cooked in plastic. You present on your website a picture of a wonderful induvial cooked muffin egg that would have been appropriate, instead a nice pan of individually wrapped egg sliminess is presented to your guests, which is disgusting not to mention the unknown impacts of cooking...

I am a Platinum Elite.

Could easily be a 5/5 .I gave it 4.0/5.0

BRAND SPANKING NEW HOTEL – week old - still has that NEW Hotel smell -- Phenomenal location – Phenomenal Staff .. Phenomenal Rooms -- just wanted to get first that out of the way … If I stopped there I would give the hotel 5/5 … Housekeeping was Phenomenal … and the location is right in the middle of everything .. tons of restaurants .. and its right on the water .. and there is plenty of parking …

Check in took a while – I was NOT in a rush – and they were having computer problems … the check in staff though was GREAT and friendly – For some reason they gave me a room on the very end of a long hallway instead of giving me one of their rooms that would let me face the beautiful lake. Mine faced the back of a Steakhouse and Interstate … which was a little weird since 99% of the hotel was empty …

At Check-out both their printers were offline and they could not print me a receipt. They did email me one though the next day which was fine.

My TV had virtually no reception … the satellite kept going in and out ….

Breakfast was a little bizarre and in fact on Saturday we had to skip it and go down the street since there was tooooo many people waiting for both food and a place to sit ... Management only had one person that cooked, cleans, stocks, and serves. So almost instantly (especially on Saturday) all the tables were dirty with plates, and we were out of food - AND COFFEE. The poor girl (Saturday) just could not keep up. Also – there are NO paper plates – only porcelain type plates (Even the JW Marriot at LAX we stayed at last week has both types!!!) … so the problem with having ONLY ceramic plates is that you can’t carry food back to your room or take it to go.

And they didn't have coffee out during the day … aaaggghhh

ALSO there is no way to bus your own table trash at breakfast so of course instead of me eating breakfast and then moving my own trash to the receptacle myself – my trash just sits there and folks wait for my dirty table to be cleaned because the kitchen is overwhelmed with ONE PERSON WORKING and can’t do both cleaning and cooking. They need a bench or something outside the front door so people can sit on in the shade as they wait for their ride

Besides that though - this hotel could easily be a 5/5 ...

Internet was...

The location is amazing, the view of the water is beautiful. The hotel is walking distance to shops and restaurants. The front desk staff wasn't rude or mean, but they just weren't very warm, welcoming, or friendly. I asked about this red do not park line that went all around their parking lot and it took forever to get an answer about what it meant - no one knew what I was talking about. Later we realized that this red line is all over the city in Rockwall. There were young kids, possibly teenagers, roaming the halls, hanging out in the parking lot, and posted up by the side entrances, which made me uncomfortable, as they seemed completely unsupervised. This was our first time staying at a Springhill, so maybe this is their regular clientele.

The hotel room was spacious and looked clean, however around midnight, I had to kill a baby ROACH that was crawling across the table. I don't know if having insects inside the hotel is common in the south as this is the second hotel to have insects in the room (different chain). This time we were on the 4th floor, so I can't believe it just wandered in and it was a BABY, which is just disgusting. Before I could take it down to show the front desk, we found a different kind of insect crawling in the shower. I took both to the assistant manager (I believe) and she assured me she would make this right by getting pest control in the room after we left and she would give me enough points to my Bonvoy account for a free night stay somewhere else. Points have been added to my account but it is nowhere near enough for a stay at another comparable hotel. It seemed as if she gave me the bare minimum amount of points to stay at one of the lowest Marriott chains (which we don't). We are in a cross country road trip and this encounter disturbed me so much I've been having nightmares about killing roaches crawling all over the walls and floors of the hotel rooms. We've stayed at 5 different hotels, and two of them have had this issue. I'm hoping this isn't a trend. We've stayed at some really nice hotels that didn't have an insect problem, but I will say every single Marriott we've stayed at on this trip has been a huge disappointment.

I would like to post pictures of the roach for others to be aware of this issue, but Google won't let me post...