Courtyard by Marriott Amarillo West/Medical Center

The room had a dirty shower, a toilet that wouldn't flush, and very little lighting. The TV didn't work at first; after maintenance came, I couldn't turn it off, so I had to sleep with it on. The thermostat wouldn't cool properly either. The woman checking me in acted like I was inconveniencing her. The worst Courtyard I've stayed at. So disappointing.

We arrived late with my family after booking online and calling the front desk to confirm. They had no two-bed room, despite our reservation, so they put us in a room with one bed and a sofa sleeper. There was no bedding for the sofa. After we asked, a front desk worker eventually brought a sheet and said, "we don't have any pillows." No apology, just "here." The room was clean, but the climate control was set near 80 degrees when it was 40 outside, and the shock of it made our 10-year-old sick. After several trips to the desk, we saw other guests arrive with reservations and no room too. The lot had no available parking spaces. I understand mistakes, system failures, and staff calling in sick; what I can't forgive is being treated like I was interrupting a teenager's Instagram feed, with a sigh and eye roll. There was no empathy, apology, or real customer service. The night front desk crew and manager need a different career path. Not okay.

We came in around 7:45 p.m. hoping for the kind of accommodating Courtyard we'd had in Flagstaff. Instead, the Starbucks machine was out of service, and when I asked about coffee I was told it was cold. The front desk women in Flagstaff offer to make coffee, so I expected a little more kindness here. My 12-year-old ordered fries, and Damien from the bar and food area made them. While I was at the bar looking at other food and Starbucks on DoorDash, he interrupted to ask me to sign the receipt because he had to close it before helping anyone. I've served for 25 years, and that has never been true in my experience. Terrible service. My husband is a Marriott Ambassador, and we'll never stay here again. I would have left Damien at least a $50 tip on a $10 charge, because I like going above and beyond for people. Happy Thanksgiving!

Everything at this hotel works as it should, which is what I like most about it. On the morning of October 16, Steve cooked me a fresh, delicious breakfast. It hit the spot.