SpringHill Suites by Marriott Denton

My husband, my self and our daughter stayed at this "Marriott" hotel. Our experience definitely was not that of what you would expect from a Marriot chain. We stayed for a week as we were visiting family/vacation. We had the breakfast 1 time and it made us all sick. They do Not serve coffee after breakfast and what they do serve was horribly burnt. The customer service was slightly below average. The pungent odor of dirty clothes and feet hit us walking through the front doors. The carpets were old turned our feet black. The first 2 rooms they attempted to put us in were bottom of the barrel and that was after having made a 2 week advance reservation ; however, they finally got us into a decent room but only after expressing how unacceptable it was. For the money we paid we were definitely looking for more of a better experience. Beyond disappointed.

I cannot recommend this hotel. We found evidence of bugs in our room and the manager provided really poor customer service. We checked in and went upstairs. The first thing we do when staying in a hotel is a bedbug check. We found insect casings and insect waste on the bed in Room 424 (see pictures). We went downstairs and told the night clerk. She was helpful and initially offered to find us a room at another Marriott hotel in Denton. After she called her manager, the offer was changed to another room at the same hotel (Springhill Suites). We declined because if there are bugs in one room, there will be bugs in other rooms. The reservation was made with points. It took almost three weeks (multiple calls) to get the points reimbursed on my Marriott Bonvoy account. I did get an email the next day from the manager, but what she told me and what I was told by Marriott customer service did not match. I don’t understand the good reviews for this hotel because it’s a dirty hotel with poor management. Why does Marriott let this continue? I’ve stayed at many very nice Marriott hotels, but this hotel was really a disappointment.

This has been our go-to place for the past several years when we are staying in the DFW area but things have been going downhill since Covid. Our last visit, the temperature adjuster on the mini refrigerator did not work, and the freezer part was unusable. The beds need a serious upgrade. We could not get hot water from the sink in the bathroom, which I need for my dental appliances. This is far from Marriott standards. When we are in the area on our travels, we will be staying somewhere else. The quietness of the location does not trump all the other problems that need addressed.