We stayed there last Friday night for one night. I had called the hotel at noon that day to request 2 cribs & a mini fridge be put into our room. The agent noted that our room had been assigned already. By the time we arrived at 8:00pm, the front desk agent did not think the cribs had been put in there & made another request. Meanwhile, I asked her for a luggage cart since there did not appear to be any bell desk attendants. She got one for us out of a locked room. We left our back-up pack n' plays in the car, since the cribs were on their way.
We are Platinum Marriott rewards members & were put on the concierge floor. Once in the room - it was nice & very clean. It was not huge but fairly adequate. We faced west and had a great view of airplanes landing at DFW. Our two babies loved watching the planes.
By about 8:45pm, the cribs had still not arrived & it was already well past our babies' bedtimes. I called and asked again. They said they had multiple requests, and they were on their way. Finally, my husband went all the way to the car & got our back-up pack n' plays so we could get the babies to bed. A little after 9pm I called to say we didn't need the cribs & they still said they were "on their way". In my opinion this entire episode was poor service, considering I had specifically called to request the cribs 8 hours before arriving.
Then I realized that we didn't have extra blankets in the room for the pack n' plays, so I called down again to request blankets. The phone must've rang a dozen times, and I finally hung up. I wasn't going to assume that the staff would be speedy on bringing up blankets & risk a knock on the door at 10pm. So, I used the in-room robe for one baby & a bath towel for the other.
The next morning my husband went down stairs to find a bell desk attendant or a luggage cart. He found some sort of an attendant & asked for help with our luggage. The guy said he was busy, so my husband asked for another luggage cart & we'd do it ourselves. The guy said there were only TWO luggage carts for the entire hotel. He was using one & didn't know where the other one was. SOOOOO.... we got to haul all of our luggage (including the two unnecessary pack n' plays) with two babies all the way to our car. Even passing the front desk (with FOUR people standing behind it) with all of our junk, we were not offered any help.
Adding insult to injury, my husband left all the luggage, myself & two babies standing under the porte cochere in order to bring the car around, and the Marriott airport shuttle bus felt the need to stop right in front of us - exhaust blowing on us and all - even though the ENTIRE porte cochere was completely empty.
It was pathetic, and I was furious. If you're not going to staff a bell desk - for a hotel of 480 rooms!!! - then at least have more than 2 luggage carts for the guests to do it themselves. I've stayed at tiny budget hotels that had an abundance of carts for guests to use. It was a sad and poor excuse for a Marriott hotel, a brand that prides itself on service. And the crib situation was completely avoidable. Our needs were certainly not met & with the poor level of service, I didn't even think that complaining to the onsite crew that morning would improve anything.
The only positive thing was the concierge lounge breakfast was very good. The lounge staff was friendly & helpful. That's it. I would not stay there again.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for taking the time to post a review after your recent visit to our hotel. I am glad we were able to have the chance to talk, I found your feedback very helpful and beneficial.
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I am looking forward to welcoming you back to the hotel so that we may have the opportunity to provide you the service you have come to expect from Marriott Hotels and Resorts.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.