We thank this guest for his business and for taking time to write his review of our Hotel. His feedback is important to us so that we can continually improve our services and products. We regret that he had a bad experience.

This guest had two rooms and stayed for two nights with us. In all fairness and to put it in perspective, we believe he stayed two nights because the rooms were acceptable to him; otherwise, he would not have even stayed one night.

On the morning of his checkout date, Guest contacted the front desk regarding the toilet in one of his room overflowing. There are no records of any other front desk contacts with this guest prior to this incident. Guest was immediately moved to another room and compensated for the inconvenience. Maintenance was also immediately called to repair the problem. Maintenance found that the toilet overflowed because it had too many toilet paper in it. Later, maintenance repaired the problem, shampooed and sanitized the room. Guest insisted that the toilet backed up by itself and we apologized and tried politely to explain that there is no sewer problem, none of the other rooms' toilets backed up, and generally, toilet do not back up by itself and that we were not going to charge him for the damage done to his room. This effort was to no avail as evidenced by his comments.

We regret being unable to satisfy this guest. We regularly deep clean all our rooms and we routinely inspect, check and refresh all our rooms as per our preventive maintenance program. Our front desk staffs undergo substantial training and they take yearly refresher online course on guest service and front desk procedures. Our HVAC equipment has been maintained on a regular basis by its equipment manufacturer on a preventive maintenance program. Our free wireless high speed internet access is on 24/7. Guests have to request password to be able to use it. There are no records that any police was called during this guest stay; however, our front desk staffs are trained to investigate and call the police at the slightest noise disturbance or illegal activity.

We just recently completed a renovation of our stadium view room with two new pillowtop queen beds and entire room and decor have been refreshed. Guest who expects more than average room might want to consider these rooms. We usually sell out during Cowboys Games or Special Events at the Cowboys Stadium and we recommend booking early for best choices. We have shared his comments with the staff and we thank him for his time.

Hotel Management

We thank this guest for his business and for taking time to write his review of our Hotel. His feedback is important to us so that we can continually improve our services and products. We are glad that he found our location to be convenient and that he was able to save some money by parking at our Hotel. He most likely stayed several night and benefited from our parking package which we offer to guest for at least two consecutive night stay around the date when there is an event at the Cowboys Stadium. We are also happy that he found our hotel conveniently located nearby Texas Rangers Stadium, Six Flags, Walmart, and many restaurants. During baseball season, the free City trolley runs by our Hotel and connects our Hotel to all local attractions, shopping area and Arlington Convention Center. It appears that this guest did not stay in our just remodeled Stadium View room with new carpeting, queen size pillowtop bedding, furniture, drapes, softgoods. We also just completed our brand new suite (which can accommodate 8 comfortably) with one King pillowtop bed, two Queen pillowtop beds, a Queen sofa bed, and a kitchen/breakfast area. Guest who expects more than average room might want to consider these rooms. We also offer free Wi-Fi and an expanded continental breakfast with hot Belgian Waffles. We have shared his comments with the staff and we thank him for his time.
Hotel Management

We thank this guest for his business and for taking time to write his review of our Hotel. His feedback is important to us so that we can continually improve our services and products. We regret that he had a bad experience. It appears that he is upset at the parking fee of $65 during Cowboys Games. Our website states that there will be a parking fee during Cowboys Games and Special Events at the Cowboys Stadium and to call us for more details. We request that potential guests contact us for more details because we also offer a parking package that would include the parking fee if the stay qualifies for the parking package and is for two or more consecutive nights around the date of the event and our parking fees vary in accordance with the parking fee charged at the Cowboys Stadium for the different events. We are sorry that he did not call us at the time he was preparing to make a reservation because we could have cleared it up ahead of time so that he could just enjoy the pregame and postgame atmosphere surrounding our Hotel. Also, we have many guests who fly into DFW Airport and just use one of the many transportation alternative available from the airport as listed on our complementary transportation survey available on our website under Transportation tab. Our Hotel is the closest hotel to Cowboys Stadium and there are many restaurants and entertainment options within walking distance and so no car is really needed once you arrive at our Hotel. Guest who arrive by taxis or airport shuttle services do not pay for parking services.

We apologize to this guest if he felt that management is rude, unhelpful and do not respond to complaint. Management and staff at this Hotel try their best to please everyone and we often go beyond the call of duty in helping guest. It is our policy to quickly respond to all guests' messages and we do not have any records of any message we have not responded to and specifically, we do not have any message from anyone from the United Kingdom.
On a daily basis, our housekeeping staff thoroughly clean each and every room. Each room is checked at least twice. Once by the maid who cleaned the room and once by the head housekeeping. We regret that it appears that he was assigned a dirty room. If that was the case, our staff would have worked very hard to please this guest had he informed our staff of his concerns. His room would have been immediately recleaned or he would have been assigned to another room. We are disappointed we did not get a chance to address his concerns and that he chose to stay in that room without informing our staff.
Our Hotel is regularly and routinely treated by a national pest control company. We are certain that when the problem was reported to our staff, the pest control company was immediately notified and problem area was re-treated shortly thereafter.
We just recently completed a renovation of our stadium view room with two new pillowtop queen beds and entire room and decor have been refreshed. Guest who expects more than average room might want to consider these rooms. We usually sell out during Cowboys Games or Special Events at the Cowboys Stadium and we recommend booking early for best choices. We have shared his comments with the staff and we thank him for his time.
Hotel Management

We thank this guest for his business and for taking time to write his review of our Hotel. His feedback is important to us so that we can continually improve our services and products. We are glad that this guest and his large group had an enjoyable stay with us. With enough notice, we often time are able to upgrade the parking pass during ballgames to tailgating spaces with large grass area, along Collins Street and right in front of Cowboys Stadium. It appears that is what was arranged from this group. It is a nice treat for our staff when our guests notice our efforts and send us positive feedback. We have shared his comments with the staff and we will work hard to make his next stay with us pleasant and enjoyable.

Hotel Management