“Clean hotel, large rooms, but major service problems. Will never stay again.”
I stayed here for 2 days April 12-14. While the hotel is clean with large rooms, I will never stay here again. Two days before my arrival, I called the the hotel and requested a room with 2 bed since I was traveling with another adult and my child, I realize this type of thing is not guaranteed but its not usually a problem. The woman I spoke to said it would not be a problem and she would note my reservation. I arrived on Thurs and not only had my reservation not been noted, the hotel was now oversold due to a Special Olympics hockey team checking in on the same day. So two ppl had to share one bed which is not exactly ideal. When I checked in, the girl told me she would keep looking in their system to see if she could find a room with 2 beds. She stated she would call in the room in 30 min and let me know either way. No phone call ever came and when I went down to the front desk to ask her again about the 2 beds, she denied telling me that she would keep looking. She outright lied to my face. Completely inexcusable.
The fridge in the room was not working and it was plugged in, I told the girl (the same one who checked me in) and she said that maintenance was not available even thought in was 2pm. The fridge was never fixed.
There was no bedding available for the sleeper so I went down to the front desk to get some. They couldn't find the key was I was told at first. Then I was told someone would bring it up to me in a few minutes. After waiting 40 min, I went back down to the front desk and i was told i didn't need to wait around that someone would bring it to me. All together it took 70 min to get the linen for the sleeper,
Breakfast was adequate but a complete mess. The hockey team took over the lobby, breakfast area--everything and it was a total disaster. Hotel management just let them have the run of the place at the expense of other guests. Food and drinks all over the lobby and sitting area and not one employee was cleaning up the mess. We left instead of eating because the area was disgusting.ig
What really sealed the deal for me was the morning desk clerk a man of foreign descent and was not wearing a name tag. I explained to him that I had submitted a request to have the fridge fixed and that it had not been repaired. i just wanted to let him know so that the next guest would be inconveinced. He asked me for my room number and I told him. He said "you paid through priceline, you are not entitled to compensation" I wasn't asking for compensation. I was pointing out that someone on your staff failed to their job and it needs to be fixed. I also pointed out that if they were going to treat their priceline guests so rudely that they shouldn't accept the bid. He was extremely rude and hateful about it and it took every ounce of restraint not to go off on him. I also pointed out that I was a Priority Club member and have been for years and that if he had talked to me that way as a full paying customer he would have alot of trouble on his hands.
The staff needs major training in service and follow through. Everytime I would request something, it would not get completed. Staff tell you one thing and then deny telling your anything. Bad attitude from every one I encountered. I asked to speak to a mgr and he/she refused to come out and speak to me. I followed up with emails and phone calls and all have been ignored.
Clean rooms, comfortable beds, wifi worked good in my room, pool, decent parking, housekeeping did a great job cleaning.
Crappy service, small bathrooms, not enough towels in the bathroom for 3 ppl, nothing in the way of eating around the hotel so you need a car and kind of hard to get to if you don't know the area.
I will bid higher next time just to avoid this place, The bad attitudes and indifferent service was a major turnoff. Never again. I have never been treated any differently as a priceline customer. In fact, I have been upgraded several times at various hotels. But this place was just bad and I will do my best to avoid it in the future.
higher floor facing hwy 114 was quiet. Hotel is on the service road but you can't hear the traf...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
May 31, 2012
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Thank you for taking the time to make the hotel aware of your concerns. As always we want your stay to be as pleasent as possible while you are with us. We want to let you know their has been a change in management at the hotel level and we are working to improve the customer service. I sincerely hope that you will try us again during your next trip to Las Colinas. If their is anything else I can do for you please feel free to contact me at Ashley.Kibbe@interstatehotels.com
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.