Courtyard by Marriott Tyler — Hotel in Tyler

First of all, I booked the reservations with a young lady named Lexi. She was very nice, and was regretful when she had to inform us that only one night of our trip was available at the Tyler property. At the time, I was disappointed but figured my husband and I would wing it and find another place for the 2nd night, or just go home early. I asked Lexi if we could do a late checkout then, and she promptly accommodated our needs. The front desk was aware of the late checkout request, and made mention of it upon check in, so it was comforting to know we were not in a huge rush after our 1st night, and to know that the staff was coordinating information so well!

We were there for my husbands’ mothers’ funeral, as well as a football game in which my son was playing. I didn’t account for how tired and emotionally drained we would be after the services, so when we got back to the room, the late checkout was really appreciated!

I want to get back to the check in process. We were helped by the nicest, most courteous young man by the name of Sa-Dal. His interpersonal skills were just great! He looked us directly in the eye, and spoke professionally and with great charm about the area. He made us feel at home and welcomed in a fashion not commonly encountered among service staff. Super nice kid!

Our room was just gorgeous! Beautifully appointed, clean as if just remodeled, luxurious linens and tons of cozy towels and pillows! The Paul Mitchell products were a nice touch as was the tastefully understated décor. I felt like I had won the lottery in terms of value satisfaction. I loved it!

After the funeral, we were so drained. We wished we could stay another night, although we knew they couldn’t accommodate us. My husband wandered to the lobby to get a drink for me, and mentioned our exhaustion to the desk clerk. Sa-Dal found out about the funeral of my mother in law, and immediately found a way for us to stay. What a surprise, and a kind and generous effort they made on our behalf! We were so grateful! (And still are!)

One more mention I feel needs to be made; as I was getting some fresh air, a young man approached me in his Marriott uniform, and shook hands with me introducing himself as a maintenance guy there. He asked me if all was satisfactory with our room. He urged me to let him know if there were any problems with anything in the room, a drippy faucet, a heat or ac issue, and he would attend to it personally. His name was Nathan.

All that being said, I want you folks to know that I was an executive Chef for 25 years and I worked for some of your competitors during that time. I know the service industry as well as any professional I can think of. I know what training and good management look like, and this property and staff epitomized the highest of industry standards. I have been utterly won over as a lifetime Marriott guest as a direct result from the wonderful experience we had at Tyler. I am a hard one to please, and I am as pleased as can...

Both stars are for the lovely staff that helped me change rooms 2x and apologized for issues and put me in a quiet corner. But it was short lived. By the time I got ready to unwind, the floor was flooded with teens romping, opening and closing doors continually, hollering in the stair well. This went on nonstop until 11, and still continued off and on until 1. Management was unreachable by phone for 2 hrs. I finally called corporate. That is a feat in itself! It will take some tenacity to get past the AI reception. It took me several tries and options and responses to get a human. I just wanted help getting the hotel notified about the issues going on. This person wanted my phone, my email, my rewards number, my previous address in the middle of the night while I was laying in one of their hotel beds... ridiculous. And then I was told he would file a complaint, but they usually don't usually get a read for several days. Wow. Can I have that 20 minutes back please? Upon checkout, I was told I should have come down to the desk. Ok. In my pjs? In the middle of all the teens that are causing issues? I did not get one apology nor offer of restitution of any kind for my lack of sleep. I would have checked out had I gotten dressed to go down, and I had nowhere else to go safely that late. The only thing I was told when I said my biggest grievance was the fact I couldn't get anyone at the desk for 2 hrs by cell or house phone was..."We can't control who stays in our hotel. There really isn't anything we can do" Ummm... ok. How about..."Would you like to speak with the manager?" Marriott used to be so accountable. This was a fail at the local and the corporate level. I have written many glowing reviews for other locations. 4 hrs sleep at this...

This was a pretty rough experience, and easily my worst time I've spent at a Marriott. After driving all day to get to our destination, we arrived around 9pm. We tried to check in, and the front desk person scrambled because they had to find a single room that had been cleaned that was ready for us, a bit weird since we were told we could check in any time after 3pm.

Cleanliness was definitely an issue, I guess someone vomited in the hallway on our second night, and although it looked like it was vacuumed up after it was brought up, the smell persisted for the following two days until we left. It looked like our room was attempted to be cleaned maybe once during our stay, but sinks were dirty, and it was clear that maybe only a once over was done. Perhaps since we were in our room by 9pm each day, we missed the cleaning schedule.

Although the staff was generally pretty friendly, it was hard to get a hold of them most times. When our towels were taken from the bathroom and not replaced, I called front desk twice with no answer, and then waited in the lobby for 20 minutes until someone showed up. It was also pretty hard to tell who was staff and who wasn't, they all wore sweatshirts or tank tops, instead of the usual formal attire I've grown accustomed to with Marriott.

The location, however, was very nice. It was next to some nice sights and disc golf courses, which was the point of the visit. There was good food and shopping in the immediate area, so that at least was a positive.

Hopefully this is just a small blemish on the Marriott record in my book, but I would not recommend this establishment to anyone, try another building if you want the usual Marriott care that you are used to...