Courtyard By Marriott Dallas DFW Airport North/Irving

I choose hotels with shuttles because I'm an airline employee, and this experience was unbelievable. I called for the advertised free airport pickup. When the driver arrived, he stopped me as I was loading my bags and demanded $10 or told me to take an Uber. I refused to pay for something advertised as free, and he shut the doors and drove away, leaving me at the airport. I would even have considered a tip, but his manner was inappropriate. When I called the hotel, the front desk man asked if I'd been rude to the driver. I hadn't. He said the shuttle was free and promised to send the driver back. After over an hour, I called again and was told that driver had quit and someone else would come. I was also told they'd address it when I arrived. By then the first employee was gone, and the woman at the desk knew nothing about it. She said the driver “does that all the time,” but offered no real fix or apology. The next day, Charles at the desk was the only person who showed genuine hospitality. He spoke with management, and I was told I'd get a refund for the night. Three months later, I still haven't received it. Worse, the same driver, who I'd been told had quit, drove me to the airport the next day. He was silent on the ride, then confronted me at drop-off, saying he'd left me the day before because he wasn't paid enough and complained about heavy bags. I asked how he'd feel if someone treated his wife or daughter that way. He said, “I gotta eat,” and drove off. I followed up with the hotel, but it doesn't seem that anything has been done. Knowing this keeps happening makes it even more unacceptable. I won't stay here again.

The night before my stay, I called the Courtyard by Marriott Dallas DFW Airport South/Irving at 4949 Regent Boulevard, Irving, Texas, and was told they had plenty of rooms and would be happy to fit us in. But after I arrived at the airport the next day and called for the shuttle, the manager said he wouldn't have a room for me. Then I waited 40 minutes at Door A35, calling the hotel six times. Not one van went by, and I stayed in the same place the whole time. At first, I was told the driver had left just five minutes earlier. Later, the manager changed the story, saying the driver had passed the door six times but hadn't seen anyone. We never moved. It felt like they were implying I was lying instead of taking responsibility for a service failure. Being stranded was bad enough; getting conflicting explanations and effectively being accused of lying made it worse. The whole thing showed a serious lack of organization, accountability, and respect. I wouldn't recommend this place to anyone who needs reliability, professionalism, or basic courtesy.

We had a smooth, hassle-free stay, and I'd happily come back. The hotel is modern, quiet, and nicely maintained throughout. Our room was clean and comfortable, and the staff were friendly. Its convenient location near the airport makes it a good choice for business trips or a short visit.

The Bistro team were wonderful and very kind. It's striking how different one stay can feel just by crossing the lobby. The front desk was another story. The gentleman who checked me in was the last person there who treated me kindly. Others seemed annoyed by questions, and the woman working the morning of January 25 was especially rude and unprepared. She rolled her eyes and gave short answers without checking anything, until another employee told her she needed to verify things instead of making up an answer. Later, while I waited for a car to the airport, she stood at the desk speaking badly about guests to coworkers where people in the lobby could see and hear. Most guests were stranded or affected by the major winter storm and could have used some empathy. Her behavior was offensive, childish, and unprofessional. Management should consider whether this is the face they want guests to see.