SpringHill Suites Dallas Rockwall

Absolutely the worst treatment ever received and we travel 300 nights per year. I booked the room online but the clerk said we didn't book it correctly...needed to book by calling Marriott directly to use our points. Wouldn't let my husband check in after driving all day even though I was on the phone to confirm/approve. She refused to give us Marriott's number so we could call and add his name. We will NEVER choose Marriott again.

I stayed with my mom. The hotel is clean, spacious and modern. First impression was great. However, customer service horrible. It was a late arrival and my mom had a long internal flight and was not feeling good. Had to go in the shower hoping that the water was going to get hot. It never did. After running the water for over 20 minutes , the water was not even lukewarm . She had to take a quick shower with cold water and hit the bed since she was not feeling good with a jet lag. I could not shower at all . When I went out to inform the receptionist about the matter. She showed no sympathy and had no sign of understanding. She had an abrupt, and callus “do you want another room”? Question for me. My mom was already in bed so we could not move. But they did not offer any help/service call or respect and sympathy. Please imagine a hotel that you would have to pay full but would not have hot water running. I could not call the front desk from my room so I had to walk 3-4 minutes to get there for every question I had. I told her that phone was not working, and she would care less. No response. Never had this bad service ever .

I stay at hotels for weeks and sometimes months for work. Always loved staying at this hotel until my most recent visit. The housekeeping policy is hard to keep up with what days you get towels and when you will actually get your room clean. Not a big deal most of the time but when you ask for sheets or towels good luck getting them. Unfortunately this seems to be a Marriott policy from what I am being told at the front desk. This definitely makes choosing to come back harder when I have other choices in the same location.

I was highly disappointed/utterly dissatisfied I was with our recent stay at the SpringHill Suites Dallas Rockwall. First, I will let you know that all the employees were great, and helpful where they could be and most importantly, we felt like everything was clean. Room Layout and Design: The rooms look amazing and then you try and stay in it. You call it a suite, yet there is absolutely no separation between the living and sleeping areas. If you tilt the TV so you can see it on the couch – the speakers POINT towards the bed, so parents who want to put their child to bed and watch TV can’t. The child in bed can hear the TV better than the parents. The second issue- that amazes me that any hotel would skimp this much is the sound barrier between rooms. Several times while getting reddy in the morning to leave, I thought my Apple Alarm was going off – only to search our room to find that the alarm was coming from upstairs. What got me was not that it happened once and I could faintly hear it, but after being fooled once, a snooze button later, it happened again. That’s how clearly it could be heard between rooms. I shudder to think about the noise my daughter made while we were in that room, because it was probably not pleasant for other guests. The bathroom – wow. So lets say you get up in the middle of the night to go to the bathroom. There is no night light at all in the room, so you have to turn on the lights. BOOM WAKE UP BABY – its SO BRIGHT, and then the best part- because your designers wanted to add class to the room- BOTH BEDS are covered in light, because there is a glass door! Furniture – everything rattles clangs or bangs. The glass on the back of the desk rattles when in the “closed position” making noise constantly. The doors bang every time they are closed and even the cupboards slam shut, again makes kids sleeping in the room almost impossible. Chat Service – As I said above, all the direct interactions I had with employees was pleasant. I did however use the chat service to request more towels and a new coffee machine. Guess what didn’t happen until I arrived back at the hotel 6+ hours later, and had to walk down to front desk to re-request it. Lastly – the breakfast. During our stay the breakfast that was offered essentially could be narrowed down into two categories; Carbs, packed with sugar or eggs cooked in plastic. You present on your website a picture of a wonderful induvial cooked muffin egg that would have been appropriate, instead a nice pan of individually wrapped egg sliminess is presented to your guests, which is disgusting not to mention the unknown impacts of cooking directly in plastic.