I recently stayed at the Clarion Hotel in Irving, TX, and was extremely disappointed by the lack of professionalism and customer service from the front desk staff, particularly “Anu.” From the moment I called about the shuttle service, I was met with frustration and unhelpfulness. Despite providing the necessary details (Terminal D), she insisted I find out what gate my flight landed at—even though this information was irrelevant to directing me to the shuttle station. After struggling to locate this detail, all she offered was vague directions, making the process more stressful than necessary.
Upon arriving at the hotel, I was frustrated to see a TV screen in the lobby displaying the exact flight and gate information I had been asked to find myself. This demonstrates a clear lack of effort to assist guests.
Check-in was equally disappointing. Anu barely acknowledged us, asked for an ID and credit card, and handed over the room keys with no additional information. I later overheard her coworker providing another guest with crucial details, including the morning shuttle service—information we would have missed if we hadn’t happened to hear it. When we asked for directions to our room, she also failed to provide clear instructions, forcing us to seek help from another staff member.
I addressed my concerns with the manager, who simply explained that they were “very busy.” While I understand high-volume periods, that is never an excuse for dismissive and unprofessional service