Fairfield Inn & Suites by Marriott Dallas Plano/Frisco

The manager, Miko, treated me with so much kindness and respect and paid close attention to what I needed. I felt like royalty as soon as I walked into the Hotel. I was in DFW on a business trip and decided to book a stay here. My whole visit was fantastic, and I'll stay at the Marriott again next time I'm in town.

Zach, the rude and incompetent GM, told us it wasn't his problem and refused to help after the hotel canceled a five-night reservation for a Co worker, even though the area was sold out. He couldn't explain why nobody had told us about the cancellation, only said, "you'll have to figure it out because we are sold out." He sounded and acted like he had just graduated HS and had no business or customer service skills. The cancellation happened because of THEIR errors: they hadn't changed the name or done what they were supposed to do. I stayed here before and had four more five-night reservations for co-workers over the next two months. They've lost all of that business. I've been a loyal Marriott member for more than 20 years, and this isn't what I expect from a Marriott brand hotel. Apparently Zach doesn't care.

A couple of days after our stay, Fairfield called to say they'd found my son's wallet in our room. We had looked for days without success, so it was a huge relief. Everything was still inside, including the cash. He's 16, and the wallet held his week-old driver's license, bank card, and a little over $100 he'd earned tutoring middle school students in math. Integrity and good character feel scarce these days, and I want to recognize people who still do the right thing. Bless you, Marriot Housekeeping. You're outstanding. I'd stay here again in a heartbeat.

Since staying here last week, I've seen two pending charges on my debit account, and each day they keep updating to two more $20 charges. My bank can't dispute them while they're pending. On my end, they show as submitted by the merchant. I called the hotel and was told to file a claim with my bank, even though I can't do that for pending charges. The front desk was rude and laughed while repeating that advice. When I called back to ask for a manager, she laughed again and said the manager was telling her what to say. This is terrible customer service. I have now filed a police report with the Plano police department. This isn't funny, and I wouldn't want anyone else to go through it.