TownePlace Suites by Marriott Dallas Rockwall — Hotel in Rockwall

Second time staying here, and they’ve outdone themselves once again! The first time we stayed in a king room, and this time we’re in a queen, as they didn’t have any kings available due to the full house. Everything about this place especially the overnight front desk lady, Kischa, is amazing—except for the really moody front desk manager, Troy.

I came in with a smile, asked him how his day was, and he was very moody, which kinda brought my mood down. I get it; we all have those days, so I tried to let it slide. However, my biggest gripe started when he asked for my ID. I carry it in a band wallet with my DOD ID right at the front. With the ID in the the front of the wallet with all the necessary information I normally just flash the ID and show who ever needs to see it, which has always worked just fine without fail or issues, but he insisted I pull it out so he could see the whole thing which definitely wasn’t an issue. The issue came when Instead of just asking me to take it out, he grabbed the ID and tried pulling it out of my wallet, bending it in the process. I tried to pull it back, and he just wouldn’t let go, so I had to tell him, “I’ll get it out” for him to finally release it.

Then, the room he gave us smelled… off. The AC was off with an extremely strong foul odor, it felt like no one had been in there for a while. Honestly, it smelled like something had died or rotted. I politely asked if we could switch rooms, and he scoffed and said, “I don’t know how, housekeeping just went through there 30 minutes ago.” After a bit of a rough exchange, he did give us a new room, and it smelled amazing and clean, exactly how a hotel room should. We dropped off our bags and decided to leave the hotel for the day to avoid any further interactions with him.

The lady, Kischa, working the front desk when we came back later was a complete gem. She was super friendly and helped me out with the charger located outside in the front (A PLUS for the property!). We chatted for a bit, and she was honestly such a lovely person. I told her how much better and friendlier she was compared to the manager, and she actually apologized on his behalf, which was a nice surprise. I really appreciated it because, honestly she was right for what she said, I’m paying for the room and shouldn’t feel bad for asking for one that doesnt smell bad. I also have elite status with marriott so i politely asked her if they had complimentary waters (I was hesitant to ask earlier because of the manager’s attitude), and she was super gracious and gave me some.

Aside from the gripes with the manager Troy and the initial room smell, everything else was perfect. The property is brand new and absolutely beautiful. Definitely recommend this place, just maybe try to avoid the manager! 😂

(Attached are some pictures from the king room Enjoy!) not going to ding the rating for one...

corporate has made some missteps but over all decent experience. When I stayed at this hotel it was less than a month old. Every thing was new and clean. The room I was in was big, I did get a free upgrade because the corporate website overbooked. As a single woman traveling alone, I felt safe.

CONS* *Hard to see room numbers, this hotel was designed with a more modern theme but in doing this they have sacrificed functionality. Room numbers can only be read when standing directly in front of them. They do have a button for visual impared people but it will be loud enough to wake the whole hotel.

*Poorly constructed walls. I heard everything all around me. I am not a light sleeper I'm former Army and have slept through artillery so for me to be hearing another room's news blasting at 6:00 a.m. tells you the walls are thin. This isn't a deal breaker for me because I can sleep anywhere but for people with kids it's something you should know.

*Evil alarm clock. I like to sleep in total darkness and even when you turn off the night light on the alarm clock it is so bright it illuminates the entire room. I couldn't figure out how to unplug it so the best I could do with shoving it under the bed.

*Staff issues. Upon checking in the front desk asked everyone in line why they were there. The guy ahead of me said business and they responded well what type of business? I think it's really invasive to ask a guest why they are there and to force them to answer. And while morning shift was very nice and cheerful night shift was more of the sarcastic standoffish variety I wouldn't say rude just very short with you. This isn't a deal-breaker for me but I think long-term it might hurt this hotel. I shouldn't feel more welcome leaving the hotel than I feel checking in.

PROS *THE CONDITIONER BOTTLE WAS TWICE THE SIZE OF THE SHAMPOO BOTTLE, this might not seem relevant to men but ladies with long hair will understand how amazing this is. The shampoo and conditioner were also Paul Mitchell super conditioning and felt really great on my hair. Most people will probably bring their own but since everything I own just packed in the back of my car I was not going to dig mine out. *I'm in the process of moving from DC to Texas so the majority of things I own are in the back of my car and I forgot to lock it before going in for the night. When I woke up everything was still in my car with my doors unlocked. Safety is a big thing for me and the fact that I wasn't robbed due to my stupidity I'm considering a pro for this hotel. *It is brand new so everything was clean and nice the bed was comfortable the pillows were comfy. *The TV logged into Netflix so...

My recent stay at TownePlace in Dallas left me extremely disappointed due to the lack of customer service provided by the front desk receptionist, Anna. Our family had driven down to Dallas early in the morning, and I had called ahead to inquire about the possibility of an early check-in due to our three young children, one of whom is only one year old.

When I spoke to Anna on the phone, she initially mentioned that she needed to check for room availability. However, instead of providing me with a straightforward answer, she immediately asked for the last name on my reservation, which I provided. It became apparent that she was primarily interested in my Marriott status, as she swiftly informed me that the hotel had been fully booked the previous night and that no rooms would be available until 3 pm.

Arriving at the hotel at around 8:15 am, I was surprised to find the parking lot only about 25% occupied, and there were approximately 10-15 people, including children, present during the breakfast service. Later, I overheard a conversation between Anna and another staff member, which seemed to involve the possibility of allowing us to check in earlier. Unfortunately, Anna appeared adamant about making us wait until later, citing our Marriott status as a determining factor.

Observing housekeeping going from room to room and cleaning, at around 11 am my husband decided to inquire again about room availability. However, Anna still insisted that no rooms were available and proceeded to explain the different Marriott status levels. My husband then explained that we were only one stay away from returning to our Gold status. Interestingly, during his stay at another Marriott property just two days prior, he was allowed to check in around 10 am without regard to his status.

Anna seems to excel in adhering to the rules and regulations, but she lacks greatly in putting the customer first and showing compassion towards their needs. Her insistence on strictly adhering to the check-in time, despite the hotel not appearing to be fully occupied, left a sour taste in our mouths. As a family with young children, we expected a more accommodating and empathetic approach from the front desk staff.

The lack of flexibility and compassion demonstrated by Anna was deeply disappointing, and it overshadowed an otherwise pleasant stay at the hotel. I hope that the management of TownePlace addresses this issue and trains their staff, including Anna, in providing better customer service and prioritizing the needs of...