For the first time I used Priceline to book our hotel with the name your price deal. We received a super low price for this hotel especially for the area but I promise you, the savings weren't worth it. Our flight landed in DFW at 6 am and I had called the previous night to inquire about an early check in. The girl/ woman who answered the phone seemed very confused by my request, didn't understand what I was asking, had a lot of ummms while we were speaking and ended up saying "I will have to have someone call you back." I gave her my number but didn't hear from anyone at all. It's possible that they called while I was flying and I didn't receive it, so this doesn't necessarily count as a ding against them. After I talked to the woman on the phone I was a little worried because from the sound of the conversation I had with her, I got the feeling that the hotel wasnt the most professional establishment, and boy was I right! Our plane arrived early in the am and I was super tired when I got to the hotel and seriously needed to sleep. I told my husband if they weren't able to get our room ready quickly we can go to a nearby hotel and pay for a room to take a nap. Yes, I was that tired. I mentioned to the girl that I had called and no one had called me back the night before and she didn't validate my concern, apologize, nothing. I then asked what the earliest a room could be made available and she acted like it would be a huge inconvenience to get the room ready "early". There was not a hint of professional service at all. I completely understand if you don't have any rooms available and can't do an early check-in, but at least apologize, show some sort of courtesy, I was so appalled by the lack of customer service. We went next door to another hotel and paid for a room to sleep in for 4 hours until our room would hopefully be ready. The manager at that hotel heard about the problem I was having and gave me her card and said next time I stay in Dallas she would price match for us. She was lovely, as was her staff and hotel and I will definitely be back.
At around 2 we went back to our hotel after napping to see if our room was ready. I walked into the room where the desk is and didn't see anyone. I waited for about 45 sec then said "Hello?", no one answered so I just stood there because I figured it has to be part of someone's job to man the front desk so they would come check it eventually. I timed it and it was almost 6 minutes before anyone came out to the desk. During this time I checked my Priceline confirmation email to see if there was any way to get out of the contract and unfortunately there wasn't. The same girl was there and I asked her if our room was ready , she said "um, let me check" and disappeared to the back. It was, (thankfully) we got out keys and she told us where the elevator was and how to get to our room. Still no customer service was to be had at this point. I went outside to get my husband and our bags and we headed to the elevator, which reeked of cigarette smoke.We reached our floor and started walking to our room and we passed the janitor (I think?) who was pushing some trash and speaking on his phone very loudly through the halls. He didn't stop when he saw us, didn't say hello, nothing. Just kept on walking and talking while we squeezed past him. Like I said, unprofessional. We went into our room and it smelled as bad if not worse than the elevator of smoke. I saw two ash trays on the dresser and said "Hhmm, she must of accidentally given us a smoking room". No, I went to the door and looked to clearly see a sign of a cigarette with a crossed out sign in front of it. Apparently, our floor was turned into a smoking floor and forgot to remove the signs? Who knows. I was too tired to deal with it, and as an ex smoker and about to be with my family who did smoke, I knew I would smell like smoke anyway and decided against mentioning it. Plus, I just didn't want to deal with any of the staff there. We used the stairwell for the rest of our trip to get in and our of our room and we were treated to the smell of hot garbage that was stored on every floor in clear plastic bags. These bags would stay here from the morning all day, until it was removed later at night. It was unsanitary and stinky.
The room itself, besides smelling like smoke, was okay. It was huge and pretty nice especially considering what we paid for it. The shower had an abundance of hot water which made me a happy girl, and it had a kitchenette to store leftovers and heat them up for a late snack.
The location was great, I love this area of town so I was happy to stay there for the area.
But overall, I just have to sum this hotel up as the most unprofessional place I've ever stayed, and we travel quite a bit. I understand that this isn't the Ritz, but seriously the employees need to have a good meeting where they learn how to show empathy, use positive words, and put on a professional demeanor.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.