Springhill Suites Dallas Lewisville

“What happened to the "Impressive Hotel and Awesome Stay" SpringHill Suites?”

TripAdvisor will not allow me to write a separate review of this hotel, therefore I will paste my prior review at the bottom of this one. This review will be one of the hardest that I have ever written due to the fact that I left a five "star" review of this hotel back in 2023. This time, however… more

TripAdvisor will not allow me to write a separate review of this hotel, therefore I will paste my prior review at the bottom of this one. This review will be one of the hardest that I have ever written due to the fact that I left a five "star" review of this hotel back in 2023. This time, however, there was nothing five star about it. I generally try to give both positive and negative aspects in a review, I am struggling to find any positive this time. I was in room 523 - the family suite for myself, my friend, and three of my grandchildren. We were traveling to Dallas to meet my son and his daughter - also my grandchild - for the three day weekend. I had stayed at this hotel previously and given it a outstanding rating. I checked in via the mobile app on Friday, August 29th. Upon arriving at the hotel I was given my cards. I got into Dallas a bit later than I had anticipated due to heavy traffic and rain so I didn't spend a long time in my room after checking in since we wanted to get ready to go out to dinner. Basically I just placed our things on the beds, dressed, and left. (I want to stop here to state that this was my first time staying in a family suite. I had tried finding photos to give me an idea of how the bed configuration was. The room has three beds, a couch, and a trundle that pulls out from the couch. There are two queen sized beds and one king sized. There is a bedroom that is separate from the "living room" and the other bed. I had thought that the king sized bed would have been in the bedroom - but it was in the larger living room/main area and the two queen beds was in the separate room. I am not complaining about that aspect. I wish that Marriott would place that information on the room description, however). We were gone to dinner for about two to two and a half hours. When we got back to the room is when I found that the carpet was soaked from the closet to the wall past the AC. It was absolutely drenched!! I called the front desk and was immediately put on hold. While on hold I was placing the clean towels on the floor to mitigate how far the water could advance into the room. I was on hold upwards of five minutes. I hung up. I called back. Once again, I was placed on hold. Again, I was left on hold this time over five minutes. I hung up and decided to just go to the front desk thinking that they must be very busy and I would just wait in the line. Imagine my surprise that there was absolutely no line at the front desk. The agent was there marking on some papers. I told him what the issue was and he told me that he could not move me (I didn't ask him to nor did I in any way insinuate that I wanted to be moved) nor did he have anyone to fix the issue. I asked him to please send someone to the room the next day so that the issues could be fixed. I went back to my room and we all went to bed. Sometime in the night the AC stopped working. The next morning (Saturday) we all went down for breakfast. After eating I stopped at the front desk to ask when the maintenance person would be at my room to fix the AC and dry up the floor. The front desk agent knew nothing about it. Despite the person from the night before assuring me that he would leave a message. She said that she would call someone to fix it. We all got ready and left. We were gone for about three to five hours. On our way to the elevator to leave we noticed that housekeeping was on the floor, I naturally assumed that they would service the room while it was being repaired. We got back later and not only was the floor still soaking wet, the AC was still not working, the wet towels were still in the room, no fresh towels had been left, the trash had not been taken and the beds were still unmade. In other words - not a single person had entered that room in the length of time that we had been out of it. I called the front desk and asked why my room wasn't cleaned and why the maintenance had not fixed the AC. She said that she would send someone, "right up." Thirty minutes later, housekeep showed up. I asked for five towels, wash cloths, hand towels, and a bathmat. I didn't count them right then. I should have. I was given three towels, three wash cloths, two hand towels and no bathmat. I went to the front desk to get the correct amount of what we needed. While there I saw whom I thought was the maintenance person and asked the front desk when they would fix the AC. The room was very hot by this time. I was told that they were on their way right then. Nearly 45 minutes later - they arrived. He brought a blower and was able to fix whatever was wrong with the AC. I asked him what could have caused the carpet being so wet and he said, "the rain." Wait a minute. How in the world would rain impact a CLOSED window in a room? And why was my room the ONLY one impacted? I am not buying that excuse. On Sunday we had another long day planned. Upon leaving I saw housekeeping on the floor but this time I was more proactive and went to them asking for towels, an extra blanket, and trash bags. Also of note, while there is one extra blanket, sheet and pillow in the closet, that is not enough for the room. The trundle and couch both needs their own sheet and blanket. I used a pillow from one of the other beds for the trundle. Also room related: The bath room is a split concept meaning that there is a toilet and small sink in one one with a sliding door and the shower with the large sink in a different with a sliding door. Both of these are in the main/common area of the room. The door to the shower room would not lock and it is off of its track on the bottom - that could be a safety hazard and I did mention it to the maintenance person but I have no clue if he heard me or not . The door to the toilet room would roll backwards if it wasn't locked. The lock on that door is too close to the handle because every time one of us locked it - we would hit our fingers/hands on the handle because of how it locked. The main entrance door to the room has a metal mechanism to keep someone from entering the room - which is fine but it sticks out too far and I hit my shoulder on it more than once. The wood veneer on the toilet room kept coming off and hitting us on the head. It didn't hurt - it was just annoying. The power outlet on the desk does not work. I travel with a laptop and I had to run its power cord to where the two queen sized beds are. The room requires that a card - it doesn't have to be a room key card - for the power to be on. That's not a big deal and I am used to that from being on cruise ships. I used my Starbucks card in the slot so if you don't have a extra card key - any card will or should work. The family suite is HUGE. There was five of us - and we never felt like it was too many people. There is two TV's in the room - one in the main area and one in the bedroom. By Sunday the floor had dried out and the AC was working again. We checked out Monday morning. The hotel was quite busy during my stay but for some reason only one elevator worked all the time while one only worked part of the time, which meant long waits for the elevator. We ate breakfast every day at the the hotel. It was ok. I am limited to what I can eat but the kids (just like last time enjoyed the Texas shaped waffles). The fridge in the room kept everything cold - maybe too cold. My protein shakes froze - but that's not an issue. They thaw really quickly. I will state that every employee that I interacted with was very nice. I just do not comprehend what happened to the quality that I know SpringHill Suites are accustom? I called Marriott today and told them about what had happened. Once someone responds I will post that update. Suffice it to say, I won't be staying at this property again. Just too much went wrong. ****Old Review: This has to be my favorite SpringHill Suites EVER. Each staff member that I encountered was very nice and helpful. I had 3 rooms: 508, 609 and 615. All three were near perfect. The only issue with 609 was the shower gel, shampoo and conditioner were out. It was not an issue since we always bring our own. The kids enjoyed the outdoor pool. You will have to ask at the front desk for pool towels. I didn't try the breakfast as I have specific dietary requirements, however, my children and grandchildren did and they said it was really good. I did try the coffee and it was great. I don't recall seeing any sugar substitutes but I bring Stevia with me, so again not an issue. I would like to see all Marriott properties start carrying fat free/sugar free creamer. In the meantime, I again, bring my own. The rooms are HUGE! These are the biggest rooms that I have ever stayed in. They were clean and well cared for. The beds were awesome. The grandkids loved the trundle under the couch. I really can't say enough about this hotel. It's in a great area right off the interstate and has several restaurants nearby. I will absolutory stay at this location again the next time we are in Dallas.

less