This was our second stay at the Gaylord Texan and my fifth stay at a Gaylord property. I always love the exceptional service, cleanliness and overall experience I get when staying at one of their properties. Of course it is more expensive than other hotels, but it is always worth it. That is until this recent stay in Texas. We returned for my son and his friend's birthday celebration. The hotel was beautifully decorated as always and we had a great "buy one night get one free" birthday package. This was well worth it since we had a large suite! The ice experience and snow tubing were fun as always but that is where the amazing experience we were used to ended. Mariott has recently taken over this property and although we are Marriott rewards members and frequently choose Marriott, we will have to think long and hard before returning to this property. Our first disappointment came at dinner the first night. We cancelled our dinner reservations at a favorite restaurant to have more time in the hotel....indoor pool etc. We went to the sports bar themed restaurant. We had eaten here on our previous stay and had great food and service. This night was just the opposite. While our waiter was very apologetic and helpful, the food was disappointing and we waited over an hour for our food! We had 7 children who were starving! Their reasoning was only one central kitchen for every restaurant and room service. If that is true, I think they need to make a change! It was not a problem before but they definitely could not keep up this time. The next surprise came when we went back to the suite to set up for bed (after missing out on many activities due to our food wait). We told them when we booked there would be 6 people in the suite and they said no problem! The suite holds 6 people. I also confirmed this when I called the day before to double check everything. Well, I am not sure where 6 people were supposed to sleep, but the room only had a king bed and sofa sleeper. By my calculations, that is room for 4....not 6! A very sweet bellman brought up 2 rollaway beds for the other boys and told us there would not be a charge for them. However, when I received my bill, I had been chared $50 for the beds! If you have enough space for 6 people then say that, but let people know the room only sleeps 4 and that rollaway beds will have to be rented at a charge if 6 people will be staying! The front desk did take the charge off, but I believe they should be upfront in the first place! It seemed very deceiving.
My next disappointment was with the front desk, security and reservation workers. We were traveling with another family and needed the rooms to be adjoining or close to help with the children. I expressed this when booking months before while it was still managed by Gaylord and they said it would be easy to link the rooms. Just have the other family give our confirmation number and they would link us together. However, when my friend called, it was under Marriott management and they said that was not possible due to security. I then decided to wait and call the day before and try again. I was once again told the same thing and they said rooms were on a first come basis so check in together. We hurried after school to leave and made sure we arrived at the same time. We were given adjoining rooms and presented ourselves as one group. We thought everything was fine until the next day. One of the kids got sick and was unable to attend Six Flags Holiday in the Park with us. The other father stayed behind with him. We had closed the adjoining doors and locked all electronics (ipads, computers etc) in the suite. We thought we would be together the whole time and did not divide the 2 rooms keys up. We later realized the only key this dad had was to the smaller adjoining room. He could not get into the suite where all of the food and games were stored. I called the front desk and was told they would unlock the door for him. Great! WRONG! 3 hours later the doors were still not unlocked. I called back and the girl was very apologetic and said she would send someone right away. Wrong again! An hour later I called and was told the dad had to go to the front desk so he did. The desk said they would not give him a key but that security would be right up to do it. When I called a 4th time, they said my friend was lying to me and that they could not let him in. I asked for a manager and was given to security instead. After getting the run around from them I was furious! I finally got to speak to the security manager who ended up being very helpful. I knew the name of the person wanting in and I could verify all information on our account to prove who I was. I even offered to tell them exactly what was in the suite and where it was located! This is exactly why I wanted the rooms linked in the first place. This kind manager let the very hungry and very bored 9 year old in the suite to get something to eat and do. It was just ridiculous that I had to waste all of my time at Six Flags dealing with this!
The new Marriott management seemed very unorganized and not capable of handling the amount of people staying in this large hotel. They were also never on the same page about anything! We saw this when dealing with bellman, front desk, reservations, security, valet and restaurant workers. It makes me sad to write such a negative review, but I hope it will help Mariott step up and make this the great hotel Gaylord left it!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.