We stay at Courtyard several time per year. Switched from Hilton ten years ago because Homewood Suites went downhill. We arrived around 5 pm and parking lot completely full. Go to check in and they tell me have a 350 party wedding going on and we can park around back or on side. No biggie except our walk to room very long until we figured out short cut. Arrived at room and was met with blast of Arctic Air. Thermostat set at 49 degrees. 80 degrees outside and we had to turn on heater. Then my wife goes to put drinks in fridge and glass tray full of water and inside warm. Call front desk and am told can’t do anything until tomoro. I reply not acceptable and the am told “Oh maintenance is here still” and he will bring a replacement. So so take a look in fridge and notice that on/off switch off position. Turn it on and works fine. Call desk and let them know. Go downstairs to get a drink at bar and guy is pleasant enough and tip him $5. Return to room and wife tells me suite only has one washcloth. They tell me I have to come downstairs to get one, they don’t have anyone to bring one up. I go to desk and single young woman working very busy facility. I wait for her to finish with lady in front of me and by this time there are two people behind me. I offer that so was one that called for washcloth and she literally snaps “you are just gonna have to wait a few minutes!”. She then proceeds to wait on people behind me. When she is finished so ask if I can get a washcloth now? She turns to walk away and barks “YOU NEED TO LEARN TO BE PATIENT!”. I suggest to her unemotionally that her being overwhelmed is not my fault. She then by chance is getting on elevator with me to help a lady who is having problems getting into room. She has a RBF on seemingly for me and I offer again “Miss your problem is with management and not me”. She blasts “YOU NEED TO LESRN TO BE PATIENT!”. I don’t reply as I know I will be speaking with management in morning. I give my wife washcloths and return to bar for a second drink. Two guys working now and new guy gives me a shot in a water glass. I kind of laugh and offer that I don’t think I had ever been given a shot in a water glass. He replies congenially that because of the large wedding, they are out of glasses. I comment that the place is bustling and that there was no parking in the huge front parking lot when we arrived. I mentioned half jokingly that “Yeah we are platinum elite members and they wanted me to park on side street”. Without warning the other bartender who I had tipped earlier, throws his arms up in air and blasts “Platinum Elite? Well let me just go out there and pick up somebody’s car and move it so you can have a parking spot!!!” (Or something to that effect”. I leave. The next morning I go to desk and single young woman working. She doesn’t smile or greet me. I ask if she is the manager. She replies “no”. I ask if there is a manager on duty? She replies “yes”. I pause for a second and say “Can I speak with them?”. Therd is an almost audible sigh as she turns around to go in office and retrieve manager. Emily is the AGM over 4 properties and she seemed genuinely upset with my story and offered that there are personnel problems that need to be addressed. I let her know it was the worst ever experience at Courtyard by 1000x and one of our worst with any chain ever…
This hotel is amazing!! Clean rooms, beautiful area for family by the pool. The only complaint I have is the day shift manager Amy. She is very rude and when saw a line at the front desk, I heard her say oh my God and rolled her eyes. Is very short with people horrible customer service and not friendly at all. I tried to smile at her and she just gave me an ugly look. Other than that everyone else was amazing and we will stay again but will avoid the manager.
We got a suite with a hot tub in the room here. Loved the room. Very clean. Everything we needed in the room. All areas were spotless clean. Excellent location. Great drinks and food. Nice outdoor area. Free parking. 5 minutes from Grapevine Mills Mall and Bass Pro Shop. I would have liked to give 5 stars if not for a rude day shift manager when trying to check in. All other employees and front desk employees were polite and nice. Would definitely stay here again. Good job Marriott.
Great week stay here early April. CLEAN, COMFORTABLE, CONVENIENT , GOOD VALUE. Visiting with another couple and even with COVID restrictions found this hotel to be a perfect fit for us all. Due to COVID no hotels clean rooms daily or change towels out-unless you ask (same for in room coffee service). Laundry room for guest, gym and bistro open. Only complaint is couch’s in rooms are way to deep to me comfortable
The airport shuttle situation is HORRIBLE! Lack of ability to pick up, or accommodate guests so close to DFW is awful. Stayed twice in a 2 week span and will not stay again if needing to get to DFW! Hotel is clean and well appointed, but shuttle frustration made a vacation very stressful.