Dallas SpringHill West End - almost like it wasn't a Marriott
Apr 25, 2017, 2:02 pm
#1
Original Poster
Join Date: May 2003
Location: Des Moines, IA, United States
Posts: 246
Dallas SpringHill West End - almost like it wasn't a Marriott
Had a 6-night stay (2 rooms, 3 nights each) at the Dallas SpringHill Suites West End April 10 - 12. The entire experience was very atypical of anything I've experienced elsewhere. As I said in the subject, it's almost like it isn't even a Marriott hotel. I am a Platinum, for context.
Here's what I experienced:
1) Early check-in time noted in the app but hotel refused to accommodate (room not ready). Room was finally ready 5 hours later.
2) Mobile check-in not acknowledged. Had to use the standard check-in procedure, making keys, etc.
3) Platinum status not acknowledged. In fact, no reference to being a Rewards member at all. (Rewards number is definitely on my receipt). I booked through Marriott.com using my account.
4) Entire stay for both rooms still has not posted to my Marriott account. Had to file a missing stay for both rooms. That's a first ever as a Marriott 725 night customer.
5) Received an emailed receipt for both rooms just this morning (13 days after check-out) and only after filing the missing stay requests on April 20.
It just was an entirely strange experience all around.
Here's what I experienced:
1) Early check-in time noted in the app but hotel refused to accommodate (room not ready). Room was finally ready 5 hours later.
2) Mobile check-in not acknowledged. Had to use the standard check-in procedure, making keys, etc.
3) Platinum status not acknowledged. In fact, no reference to being a Rewards member at all. (Rewards number is definitely on my receipt). I booked through Marriott.com using my account.
4) Entire stay for both rooms still has not posted to my Marriott account. Had to file a missing stay for both rooms. That's a first ever as a Marriott 725 night customer.
5) Received an emailed receipt for both rooms just this morning (13 days after check-out) and only after filing the missing stay requests on April 20.
It just was an entirely strange experience all around.
Apr 25, 2017, 5:14 pm
#2
Join Date: Jun 2008
Location: BDU
Programs: DL:MM, Marriott:LTT
Posts: 8,779
Sorry to hear this. I stayed there a couple times a few year ago when I was speaking at the old Adam's Mark Hotel and didn't want to stay in that dump. I enjoyed the SHS - both its offbeat location and the service. The hotel has a cool city vibe, like the Bloomington IN SHS and the Nashville Gulch FI. It sounds as though it has gone downhill, which is a shame. It was a great property. Hopefully they realize this and can turn it back around. Please let Marriott know you had a bad experience so they can help the owner.
Apr 25, 2017, 5:56 pm
#3
Join Date: Apr 2004
Programs: AA plt 2 mm, Marriott LTT, HH dia
Posts: 1,215
Actually, Marriott has been having delays in stays posting. There is a thread about it. So the stays not posting probably have nothing to do with this hotel.
http://www.flyertalk.com/forum/marri...t-posting.html
http://www.flyertalk.com/forum/marri...t-posting.html