2/10 Terrible
Joshua, lindale
Travelled with family, Travelled with family and small children
21 Jul 2025
Liked: Cleanliness, amenities, property conditions & facilities
We were impressed when we first arrived — the hotel looked immaculate, and we expected the same level of cleanliness in our room. Unfortunately, once inside, we noticed dog hair in several areas: the floor corners, couch pillows, and even the countertop near the bathroom. The carpet felt a bit sticky, and it was evident the air filter hadn’t been changed in a while. Also, the cabinet under the bathroom had fell off the hinges upon opening.
Since it was late and we were exhausted from traveling, we decided to let it go for the night and just get some rest. The next morning, we mentioned it to the front desk, because aside from the room itself, the hotel was clearly well maintained. Chrystal, the manager, was kind and professional. She apologized sincerely and told us this wasn’t up to their usual standards. She said she’d apply a complimentary night’s stay to my Marriott account, even though we had booked through Expedia, which I really appreciated. I gave her my account info and left feeling heard and valued.
It’s been two weeks and the points haven’t shown up yet, though when I called, I was told it could take up to 14 business days — so we’re still waiting and hopeful.
Chrystal’s customer service was excellent, and I trust the room has since been addressed. My review is based solely on the room’s cleanliness, and I’ll gladly update it once the points are applied.
Joshua
Stayed 1 night in Jul 2025