MainStay Suites Dallas Northwest
🏨 Hotels & Travel · Dallas
Between really bad and never again.total experiences
replied on google
Most reported issues
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Experiences
The hotel room was dirty with mold and food residue.
Unsanitary room conditions and poor communication regarding refund request
room contained ants, unpleasant odors, and stained carpets
The hotel cancelled a confirmed reservation due to the booking rate.
Family evicted from hotel without refund despite having paid
Business reply on Google
Hi Jose, Thank you for sharing your feedback. We’re sorry that your experience did not meet your expectations; however, we would like to clarify the circumstances for accuracy. At the time of check-in, it not was discovered that the room was occupied by two adults and five children, which exceeds the maximum occupancy allowed for that room type under safety and fire regulations. These limits are strictly enforced to ensure the safety and comfort of all guests. Our team offered multiple options to accommodate your family, including booking two rooms or updating the reservation to reflect the correct number of occupants. Unfortunately, these options were declined. After the occupancy issue was addressed, the conversation escalated, and our staff was subjected to inappropriate and offensive language, which we do not tolerate. The decision to deny continued stay was based solely on occupancy and safety policy, not personal circumstances. We strive to treat all guests with respect and care, and we regret that this situation became uncomfortable. For future stays, we strongly encourage guests to disclose the correct number of occupants at the time of booking so we can ensure proper accom
Front desk provided occupied room and delayed check-in process.
The hotel failed to provide requested room cleaning and housekeeping services.
Hotel refused refund for unused rooms and failed to provide cleaning services.
Unauthorized charges on debit card and presence of pests in room
The hotel rooms provided were dirty and unsanitary.
The hotel rooms were infested with bugs and staff provided no assistance.
Hotel wrongfully withheld deposit by falsely accusing guest of theft
Room and hallway had poor cleanliness and pest issues.
hotel charged customer twice for the same reservation without providing a refund
Hotel refused to refund deposit for pre-existing broken lamp damage
Hotel charged for two nights despite confirming a one night stay.
Incompetent staff failed to provide promised amenities and address maintenance issues.
The hotel rooms were dirty and the television was nonfunctional.
Staff failed security, withheld deposit, and room had pest issues.
Hotel has poor cleanliness, no hot water, and safety concerns.