TownePlace Suites Dallas Plano/Legacy

Angel is such a great employee. We stay at the hotel often and enjoy the accommodations. The hotel is clean and friendly. Angel always goes out of his way to make sure we have a room close to the elevator and that it is handicap friendly. The pool has a nice setting.

Great customer service from William at the front desk. Very easy check-in process. Special requests were honored, and the hotel was very accommodating. Very safe and peaceful area. The hotel was clean and quiet. All the staff I encountered were very pleasant and friendly. It's definitely a perfect location for long-time stays.

The bed was comfortable, the room was small, and the bathroom and kitchenette clean. We arrived after midnight, but we called ahead to let the hotel know we were arriving late. When we arrived no one was at the desk, so we waited and made lots of noise, until eventually someone arrived to admit us. Let's just say the guy at the desk was friendly, but a bit - "funky". Not at all professional, but it was the night shift, so we were cool with it. He assigned us a room, and we took our luggage with us. As soon as we opened the door the smell of cigarette smoke poured out. It was bad. We turned around and went right back to the desk. He apologized, and assigned us another room. We found the room and went in. It had clearly been smoked in also, but they had tried to mask the smell with something that smelled like old socks. It was really late, and we had to be on the road early, so I moved the car to the nearest exit. Outside the door was a large rat sitting on the over-full trash can. Breakfast the next morning was decent with eggs and rather dull sausage patties. The coffee was good, but after breakfast they closed the dining area, and did not put the coffee in the lobby. We had to find a Starbucks nearby for that road-coffee.

Shocked to see sign at check-in regarding a $300 security deposit. It was not there in March. Clerk indicated it had been in place for 3 weeks. Makes us very concerned about the clientele. There were 3 TVs in the suite and NO remotes at all. No hair dryer in bathroom. Crumbs on a chair indicated poor cleaning. Sofa is sagging in the middle and needs to be replaced. Only 2 towels in the bathroom for a 2 BR suite. We've been staying here for years but will probably take our business elsewhere.

While the staff here are doing the best they can, the hotel doesn't allow them to properly serve their guests. I've stayed here a few times and each time it gets a little worse. Our room's windows had a large gap and no weather-stripping. This is Texas so that meant the AC ran continuously and water came in during a thunderstorm. I tried to use the stove and the knob crumbled in my hand. I went to use the dishwasher and there was no soap. Our room hadn't been serviced so I asked about it and the staff said housekeeping doesn't work on Sundays. We didn't know this and didn't have clean towels. I went to the desk for towels and the staff member said they had given out their last one, so obviously more than just us needed towels on a Sunday. Unfortunately, my family was already in the shower. Luckily the staff member came to our room a few minutes after I returned empty-handed with some towels she had to pull from another room. I hope she didn't get in trouble for stepping up. Breakfast was clean and well-stocked by a very kind attendant. I appreciated that they didn't serve the same thing every day. There was a power outage while we were there but the staff/management didn't mention it or check on anyone. We went out for the day and came back to emergency personnel wheeling someone out on a stretcher and someone yelling to "bring a tarp."

Charges hidden fees. I was charged a pet cleaning fee with NO PET. I was in town on a SOLO trip visiting family and I had a family member stop by with a small pet. They literally were there for 30 minutes but because they saw on surveillance a pet go in I was charged (I DO NOT OWN A PET). When I inquired I was told “people are allergic”…interesting, let’s talk about it. I’m allergic to filth. The kitchen counter wasn’t’ clean and there were crumbs on the floor so CLEARLY the room wasn’t CLEAN properly. Lets’go a step further. They do not clean the sofa after every person check out so I can only image what, who, and how that was used. They don’t shampoo the carpet after guest check out so just imagine what’s on that carpet and vacuuming is NOT ‘cleaning’ (obvious that wasn’t done in my room either). You allow children to run up and down the halls screaming but yet you don’t stop it or charge for disturbance. Bottom line they don’t really clean rooms properly but charge you for cleaning.

From the time I checked in until the time I checked out I was welcomed and greeted as if I was family here. From house keeping to front desk staff everyone here made my stay amazing. The staff here is phenomenal!!! This is now my favorite hotel. Thank you guys for a wonderful stay here!

I have stayed here several times, this last stay was not acceptable. Normally, it is a great cost alternative to other hotels in the area because it is kind of off the beaten path. I have a feeling this fact is what makes weekend stays here an issue. There is no management presence, and the front desk clerks are left to deal with situations outside of their instructions. Today is Sunday. There is a loud and disruptive family in the pool area who insists they were given special permission (by the manager) to be there after the posted closing time of 10pm. Problem here is the manager has not been on property all weekend and never communicated this. The front desk staff is not conmfortable to contact them after hours. THE REAL PROBLEM is the front desk staff does not feel they are empowered to enforce the rules of the property. It is fairly obvious they there feel there will be reperussions for contacting the manager in off hours. How is this correct? BTW I am an Marriott Lifetime Platinum member, I have a bit of experience.

Decent room. Could tell it hadn’t been properly cleaned. Original room I was placed in had a weird smell, I was given another room with no issue but that room also had a strange stench as well. Was only staying for a night so I dealt with it. Definitely needs improvement. It wasn’t the worst but definitely probably the least favorite stay of any Marriott affiliated hotels.