Residence Inn Dallas Lewisville

I chose the facilities and location on purpose,however the pool was closed due to inspection not complete. Breakfast was fine but somewhat cold. Service at desk was excellent--staff friendly and went out of their way to be helpful. Housekeeping staff was not thorough--found dirty underwear behind desk and under couch and there was a very strong mildew smell in the bathroom. Hall was not vacuumed and when we asked for a room cleaned, it was not done very well. I am assuming they were short-staffed like everyone else but they should address the mildew, which is not healthy. I loved the fact that there was a full kitchen and we were able to be on the first floor.

Front desk customer service on arrival could improve by smiling and being more cordial but staff who were cleaning the rooms were excellent and attentive

I’ve been a loyal member of Marriott Bonvoy for over 20 years, but after my recent experience at the Residence Inn in Lewisville, I will never stay at another Marriott Bonvoy property again. My family and I (a family of six) checked into this hotel on 01/02/2025, seeking refuge after our home was flooded. We specifically chose this hotel because it advertised spacious, clean, 2-bedroom accommodations, which seemed perfect for my family, especially with children who have asthma. However, upon entering the room, it was immediately clear that it was anything but what was advertised. The room had a strong moldy odor, the carpets were filthy, and the walls were visibly dirty. Given my children's asthma, there was absolutely no way we could spend even one minute in that room, let alone the night. We checked out immediately. To make matters worse, five days later, the hotel has still not released the $520 I paid for a room that I couldn’t even occupy. This has been the worst experience I have ever had at a Marriott Bonvoy property. The lack of cleanliness, the unsafe environment for my family, and the lack of professionalism in refunding my money is completely unacceptable. Marriott Bonvoy, you have truly let us down. I expected much better, especially from a brand I’ve been loyal to for so many years. Never again.