SpringHill Suites Dallas Richardson/Plano

Carrie and Tony, two older women at the front desk, came into our room while my family and I were asleep and put their hands on our children to wake them because it was noon, check-out time. We had asked for a late checkout. We said we would call the police, but one of them called first. The police told us she had the right to touch our children because this was a private business, which felt unfair and racist to us. Earlier, the morning desk woman told us they’d recently found homeless people sleeping in the storage rooms and laundry rooms. We had already spent a lot to book the room, so we stayed despite smelling cigarette smoke and cannabis when we got upstairs. We’d thought it would be a safe, comfortable place to rest with our children.

I’ve stayed here a couple of times and am a lifetime Titanium Elite member. Today, the so-called manager called my private cell phone asking for my credit card details, saying my reservation would be cancelled otherwise. I hung up and cancelled it myself. I don’t know how they got my number. That was awful customer service, and this is the property’s fault, not Marriott’s. Marriott members would be better off at the Spring Hill Suites nearby or another brand down the street.

Robert at the front desk was especially friendly, and the service was excellent. My husband and I weren’t sure what to expect, but we loved the hotel. It was very clean, the staff were welcoming, and the location was great, not far from the airport. We’d come back.

The second night, the hotel’s hot water went out. We called and were told they were working on it and it would take 30 minutes. When we checked back two hours later, they said it wouldn’t be fixed that night because the engineer had left. We had to check out in the morning and drive five hours without showering. If that hadn’t happened, the stay would’ve been excellent.