Residence Inn by Marriott Dallas Plano/Richardson

The staff were polite, professional, and helpful. The room and bathrooms look recently updated, and there were plenty of clean, good quality towels. The whole property was very clean and well maintained, with no carpet stains anywhere.

The room layout was great, and the attendant at check-in was kind and accommodating. But there were loose floor tiles in both the bathroom and kitchenette. I had to cut my stay short because of an unwelcome guest, and no one even apologized. I asked the front desk to have the manager call me, and still haven’t heard from anyone.

We had five rooms for a family reunion, and I wish we’d stayed somewhere else. Kimberly, I believe that was her name, was friendly when we checked in, then seemed like a different person later. She got unfriendly, had an attitude, and barely wanted to answer questions. She was never just at the front desk, so we had to make noise to let her know someone was there. I thought maybe it was a bad day, but it continued through the whole stay.

The front desk agent was decisive and professional, and kindly refunded my whole stay after I explained I was leaving for another hotel. I was willing to pay for the first night given how late it was, and I’m grateful for how she handled it. It’s a shame someone that good has to work in a building like this. I’ve stayed here several times over the years for work and pleasure, without any problems, and used to consider it my first choice in this part of the metroplex for comfort and access. This time the whole hotel smelled of mildew and damp, and there were fans in the hallways. It seemed like possible flooding or leaks had affected the building, maybe even inside the walls, and that felt beyond what local management could realistically fix. Corporate needs to address it. At first I thought the issue was limited to my third-floor room, which also smelled like cigarette smoke despite this being a nonsmoking property. The front desk agent promptly moved me, but the ground-floor room was worse. It smelled strongly of mildew and cigarettes, the sheets were damp, and I saw burn marks on several furnishings and upholstered pieces. This was shocking compared with my last stay here. The refund made me wonder if previous guests had raised the same issue. It’s a real shame. This used to be a lovely, convenient spot for North Dallas, but I can’t recommend it now. The decline from my genuinely fantastic, comfortable stays is so significant that I suspect storm damage may have happened and never been addressed. Deeply unfortunate, but I appreciate the refund.