Aloft Plano

The worst customer service. We've stayed at the downtown one once and here one before.

We prepaid, but we're "charged" on our card the day AFTER we had already left. We called the day after regarding the pending charge three times in the morning and left voicemails. I get a hold of someone finally in the afternoon.

I explain the suspicious charge on our card after we had already paid and left. There's a long silence before her response.. almost as to tell me that my concern is trivial, followed by "OK your name?" with the tone that I'm inconveniencing her. She explains that it's a hold and not a charge in the same manner. We then asked why was it after we had paid ahead of time and left? There's no indication on the charge that it was for a hold either.

I've tolerated her condescending tone up to that point until she answered with "As I said, it's not a charge.." that's when I lost it.

I wasn't asking for her to repeat herself. I was trying to convince her that not only this was inconvenient (potential overcharge), but it was highly irregular. I wasn't looking for a discount. I was simply looking for some compassion or any form of a verbal apology. We got neither. We tried explaining the absurdity of the situation, but she just repeated herself even more.

As an actual review, the place was clean; the parking was convenient; the elevator worked. Considering that's a low bar that plenty of other places exceed, I would suggest staying elsewhere

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Lo and behold the extra charge actually posted. Yet another chance to be talked down to and be gaslighted about the charges

Fairly standard Aloft but with exceptional service.

This Aloft is pretty standard if you have stayed at other Aloft. If you haven't, you'll get a fairly basic room with a fairly basic bathroom.

The pool and gym are good enough, while the pool is another nice amenity.

The bar is good and friendly, though they don't carry red wine

They did a music bingo on a Tuesday night which was fun and had a fair amount of people.

Overall, it's a solid option for business travel. The staff is very friendly and helpful. Lots of places and restaurants within a short driving distance.

I've seen the reviews about Aloft Marriott in Plano Texas and as a level 7 guide I have done my fair share of reading and writing reviews!

The negative reviews of this incredible and customer-friendly establishment have either been totally adjusted and fixed or they were malice and intentional to harm the company!

I read every review from the bad bartenders to bad customer service to unclean rooms and I can tell you firsthand that all three of those things are five star hotel material!

I stayed Monday night after driving to Texas from Little Rock to buy a vehicle in Plano and Aloft was the closest hotel and it looked incredibly nice but I was hesitant because of the bad reviews. Well I took a chance and decided to stay the night, it was the best decision I could have made!

First off, the customer service! The customer service representative, Mr Haven, was a 10 out of 10 and made me feel so welcome and seen! He went above and beyond by going out of his way to make sure I got in a room before I had all the necessary documents that I needed. When he didn't have to do any of that because it was my fault I didn't have what I needed to get into my room and because he is such an amazing person he saw that my girlfriend was tired and went ahead and gave me a room key and told me to bring the paperwork back down to him when I got it! Which was about another 30 minutes and I took it directly to him and I shook his hand, said thank you, and that his generosity, compassion, and kindness did not go unnoticed or unappreciated and that I wish more people in the world treated everyone like he treated me in a time of desperation and unbelievable fatigue!

Then I will get to the rooms and the bartender. The rooms were top-notch, extremely clean, and everything was perfect from the comfort of the mattress to the hot water and the water pressure in the shower!

My girlfriend wanted a bucket of ice and we weren't sure where the ice machine was, so she asked the bartender and he went out of his way went into the back and filled her up two buckets of ice to take to the room while tending the bar! He didn't have to do that and it wasn't his job but to me customer service is number one at this hotel and establishment and I recommend anyone who is going to stay in the Plano area just stay at the ALOFT Hotel!

Thank you again Mr Haven this is with the utmost respect and sincerity,

Your friend Josh Walker!

This place is horrible, the only positive is thing is the location as it is very close to Legacy area. When I checked in Thursday night the front desk lady was very much rude and just said “Ah you are Titanium member”. I might be nitpicking but her tone told everything, I never felt welcomed by any means.

Story is completely different when I checked out.

Rooms:

The rooms design is just aweful, it is so much loud because of DNT that I could not sleep at night at all.

The room didnt have ironing box or the board, a basic thing all rooms should have. I bet even motels have this.

It is surely not worth for the money at all. There are far better places nearby.

I have been calling and emailing the General Manager with no response so I decided to post my review here. My wife and kids stayed here last weekend. We had purchased a 2 night stay as part of a charity auction. We were instructed to cal the GM to schedule our 2 night stay. The GM never responded to our numerous calls and emails. We ended up booking direct through marriott and theybsaid the hotel would honor the certificate. We were questioned several times about the "Validity" of our certificate. Not very welcoming at all. When we got to our room it had a terrible odor of Vomit. Qhen we told the front desk they said they were fully booked and they couldn't move us. We endured the smell night one, but low and behold my wife and Daughter ended up getting sick too with nausea and vomiting 19 hours later. They clearly had a very sick guest before us and didn't properly clean or diainfect the room. When I asked the front for help cleaning my daughters mess, I eas told he was the only person in the building. . . On a sold out night. . . He even mentioned it's normal and he needs help regularly. We chose to end our stay a day early and bypass half of our certificate and complementary breakfast.

I have never had a hotel experience this bad from a marriott property. Our entire holiday weekend was ruined by their lack of care for my family. And to top ot off we were made to feel like scan artist for having a certificate WE PAID FOR! I hope someone from aloft or marriott take the time to reach out.

Other issues were TV was mounted very crooked on the wall and would not work. The remote was busted and the TV was unusable because of it.

Checked in at hotel desk, placed card in reader, reader said complete. Removed card desk asked to insert card once again, card it didn't work. Insert card same process, removed card. Got to room and received card notice on phone was charged twice for room. Went back down to desk. Was told charge would be off card by morning. Charge wasn't off card next morning. Stopped at desk on way out of hotel, was told charge would be off card that day. 6 days later called Aloft service, went through process of trying to get charge off card, was given a case number and told some one would call me back in 72 hrs. Unable to use zero stars, I paid for a room twice seems I should be able to use ZERO STARS.

I enjoyed my stay here and it was easy to check in and checking out using the app made the experience easier. The location of this Aloft makes it convenient to access legacy west shopping center as well as other nearby shops - but you will have to drive as these places are a long walk involving crossing the roads.

The room was great, very solimple and clean, and I love the amenities. The staff was phenomenal. I spoke with staff at almost every time of the day from early am to late pm, and each time, they were so helpful. I was able to get a ride from the shuttle, and again, it was so great! The gym was nice, snacks available are good. The location is a little wonky because there is a shilopping area nearby, but you have to walk on land with no sidewalks, but it was fine.

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