We stay over 250 nights a year out of town. They have some of the worst customer service. We have been staying here multiple times a year due to work and haven't experienced a ton of issues ourselves but we have been In the lobby and overhearing other guest having some issues. The manager/supervisor, whatever she calls herself, is a horrible person. Immediately starts yelling at her guest and talking over them while they are trying to explain whatever issue. This stay, apparently, it was our turn. On top of having awful customer service the rooms aren't really that clean and the parking lot has trash everywhere. This use to be a nice hotel then I guess these awful people bought it and now it's gone down hill alot to match their personality. They also trash talk their customers in front of and to other customers. We will be getting a different hotel from here on out.
This place was gross and so was the treatment we received from the manager Minni. Our room (103) had stains all over the carpet, and was musky upon checkin. After a shower, the whole bathroom reeked of cigarette smoke. I told the night staff, she came and inspected the room and was unable to tell where the smell was coming from, as it smelled like smoke. I asked if it continued if we could be moved to another room or to have late check out so we can find other arrangements, as we had booked 3 nights at this hotel. The next morning I get up to work remotely, and immediately upon opening the bathroom door, it smelled very strongly of cigarette smoke. I immediately notified the front desk, where Minni proceed to tell me that I stunk so bad, that I caused the room to reek of cigarette smoke -- as in my BODY! We were completely shocked and requested to end our stay immediately. I told her that I do not smoke indoors or in my car, and I do not stink as a person. She literally told me that I made the room smell, and the smell was coming from me "whether I wanted to believe it or not.". I've been traveling for two months, and this has been the worst stay. Unfortunately, the only two bad stays I've had during two months of travel have been at Choice properties. The AC evaporator coils had black gunk on them, mold on the vents, the carpets were stained, the bathroom reeked of cigarette smoke, and the caulking had mold all over it. This is not the quality of room or treatment for $190 a night. We are still shocked and disgusted by the treatment if Minni. She seemed nice at first until there is a problem and she handles them very poorly, literally raising her voice and telling us to get out, not honoring the 12pm checkout the night receptionist told us we could have if the smell continued. I had to pack up all my things, be delayed working remotely, while having to look for another hotel because of the disgusting quality and treatment we experienced here. As another reviewer stated about the jacuzzi, I heard from another guest that it is not as warm as it should be. There was also an abnormal amount of foam in the jacuzzi, indicating lots of biowaste being broken down and poor water quality. We ended up at the Embassy Suites in Denton a few minutes down I35. It was definitely worth the $40 extra dollars to stay at a place that is clean and the staff treat you with dignity and respect. This property needs a new manager and a really deep cleaning. A big no for me, and I wouldn't recommend this hotel to anyone.
The room was descent for the price during holiday season. Tha air/heat unit was extremely noisy for the room. In a hotel that's to capacity, in an ice storm, you can't do much complaining. But, the kicker was after paying for the room online for 1 night, we were charged for 2 nights. It turns out the customer service rep tried to fix the problem. But, we had to go through our card company.
Clean rooms. Stayed 2 weekends. One of the clerks was rude to me both weekends, he lied about truck parking as well. His name is Web, Sophie, Jack, and Kristian were fantastic. I will not be back. So now it is some months later, I finally get a response, and it's we will be contacting you. I won't hold my breath.
Upon arrival, our room door was ajar. I asked the front desk clerk if we had the right room and was told it was. Upon entry, there were several issues. The beds had debris in the bedding. There were water spots on the bathroom mirror. There were visible "signs" of prior use *on* the toilet. We asked the front desk for a new room or have the room cleaned. He opted to service the room himself. He stripped and made the beds and sprayed down the mirror and toilet. We had to point out to him the issues with both when he said he was done because he still missed the mirror spots. We ended up using water and a rag to finish cleaning the toilet ourselves. That night, as we moved the shower curtain to take a shower, we noticed debris in the bathtub *and* a used face towel dropped to the floor from the shower dowel, where it had obviously been placed to dry. There were other things as well, but the last thing that sealed our opinion was upon check out. At the front desk, I noticed a tub to place room keys. I clarified with the clerk if that's all I needed to do. She didn't look at me or offer, "How was your stay?" She just said, "Yes. Bye." She wasn't rude, as it were. But it was obvious she did not care. Which I suppose is really the point. This particular hotel does not seem to care. We were going to come back here on the last night of our trip. But we cancelled this reservation and booked a hotel closer to the airport. Because I don't care to spend my time or money in a place doesn't care.
