Courtyard by Marriott McAllen

I came to this hotel with my family to celebrate my daughter’s birthday, and unfortunately what should have been a special stay turned into a very disappointing experience. I am a Lifetime Titanium Elite member and have been loyal to Marriott for many years. At check-in, I politely asked about an upgrade. The front desk agent told me that larger/upgraded rooms simply did not exist at this hotel, even though the Marriott Bonvoy app was showing two different upgraded room categories available for my entire stay. The following day, I showed the same agent the availability directly in the Bonvoy app. She initially refused the upgrade, but after seeing the available rooms, she told me she could accommodate it. When I returned a few hours later, another front desk employee, Nico, gave me a completely different explanation. He said I could not receive an upgrade because I needed to request it at the beginning of my reservation. I again showed him that two upgraded room types were still available for my remaining dates. I asked to speak with a manager and was told that management was unavailable and that they were not going to answer my call. After I said I would contact Marriott Customer Care directly, both upgraded room categories disappeared from the app within approximately 15 minutes. I cannot know why the inventory changed, but the timing was certainly concerning. I have screenshots showing the upgraded room availability during my stay. I fully understand that Titanium Elite upgrades are subject to availability, and I don’t expect an upgrade when one genuinely isn’t available. What bothered me far more than not receiving an upgrade was the way the situation was handled: being told upgraded rooms didn’t exist when they were showing as available, then being told an upgrade could be provided, then receiving a completely different explanation from another employee, and finally being unable to speak with management. After many years of staying with Marriott and achieving Lifetime Titanium Elite status, I expect transparency, consistency, and professional treatment. Unfortunately, that was not my experience here. I hope the General Manager and Marriott review what happened and address it with the front desk team. The issue isn’t simply that I didn’t receive an upgrade; it’s how the entire situation was handled.

I cannot believe some of the high reviews for this hotel - this hotel, actually it seems like a motel, is dated, dirty and not well maintained. I feel like I’m sleeping in the highway it’s so loud. Cars are racing up and down the main road right in front of the hotel. I have a high Marriott status yet was put in a room facing the road rather than the back where it’s quiet. I am so relieved this is just a one night stay. I would not stay here again.

Marriott Titanium. I tried to handle things with hotel management, but heard crickets. I seldom complain, but this situation it’s warranted. I tried to resolve the issue with management, but did not receive a response. I came this property with four boxes of cereal, a spoon and a large bowl. When my room was cleaned the bowl disappeared, although the spoon and boxes of cereal remained. Rather comical situation, I took it in stride, I assumed the property’s dishes looked similar, so the housekeeper took it. No big deal. My wife doesn’t know the bowls gone; I’ll be fine. However, I bought a pair of boots at a local sports store while staying at the property and unfortunately, they did not fit. They were relatively cheap ~$70 and I planned to return them. Regrettably, the housekeeper threw away the box the boots came in. The box was no where close to close to a trash bin. Obviously, I assumed it was an honest mistake, but contacted the GM to alert them to the situation as I could no longer return the boots. The GM choose not to respond to my voicemail. My complaint isn’t with the housekeeper. My complaint lays solely on the GM who did not respond leaving me feeling like an unvalued customer.