Do not stay here!
baochaut364 · Family · 2026-07-27
“Do not let these reviews deceive you. The service at this hotel is atrocious. Not only is the staff beyond disrespectful, but they do absolutely to accommodate you, despite multiple attempts of solutions proposed. The front desk receptionist, Nia, and supervisor, Manish, do not care about their guests and would rather lose business than help you. The front desk staff would have rather kicked out my newborn at 8pm at night than help us resolve our booking issue that we prepaid for in advance. The negligence of the staff was beyond comprehension. Also, I requested on 4 separate occasions (well in advance) a crib and later a fridge for my milk, was assured that all items would be in the room, but nothing was prepared. When we finally received the crib, it looked like it was from the 80s with disgusting peeling paint. To say this is a 4 to 5 star hotel is a lie. I have never been more disappointed in a hotel in my life.”
1 star Service at a 5 star hotel
chrishH5387EK · Family · 2026-07-27
“We booked Hotel Crescent Court through American Express Fine Hotels + Resorts and prepaid the reservation using my Platinum Card. Unfortunately, I lost the physical card on the morning of our arrival.
I understand that hotels have identification and payment policies. What I cannot understand is the complete lack of empathy, initiative, or problem-solving shown by the front desk when we arrived at approximately 8:00 p.m. with our newborn baby. And unfortunately, the errors piled up by the time we left.
I had my driver's license, a different American Express card, my apple pay platinum card, and access to my active American Express account. I attempted to place the same Platinum Card on file through Apple Pay. The hotel’s terminal accepted the transaction, but the front-desk employee manually voided it because I did not have the physical card, telling me that they don't accept Apple Pay to prevent "Fraud" even when I have a driver's license matching the name on the account, reservation, and platinum card account. I also offered to complete a credit-card authorization form, but was told it would take 24 hours to process and therefore could not be used to receive the benefits of my *prepaid* booking.
But that is not why this is a 1-star review. Rather than saying, “Let me see what we can do,” contacting American Express, offering a temporary solution, offering any other reasonable accommodation, or simply offering some empathy and saying "geez, that sucks, but it's out of our hands!", the hotel’s first response was essentially to have the manager come over and tell us the best plan would be for us to ***leave immediately*** and that they would just cancel the reservation entirely to get rid of us and our baby.
Again, this occurred at approximately 8:00 p.m. while we were traveling with a newborn on a very stressful trip.
We ultimately stayed because leaving at that hour with an infant was not a realistic option. The hotel then refused to honor any of the Fine Hotels + Resorts benefits attached to our prepaid reservation, including breakfast, the $100 property credit, and guaranteed 4:00 p.m. checkout. When we checked out, our final folio showed no additional charges due, making the hotel’s absolute refusal to work with us even more difficult to understand.
The late checkout and property credit were not minor extras to us. They were the primary reasons we chose to book this property through Fine Hotels + Resorts.
We were in Dallas so that my wife and her 91-year-old grandmother could visit the grave of my wife’s mother. This was understandably an emotional and stressful day for my wife. I had deliberately selected an FHR stay so that, after the cemetery visit, she could have some quiet, reflective, and peaceful time at the spa without our family having to rush out of the hotel at noon.
Instead, because the guaranteed late checkout and other FHR benefits were denied, we had to hurriedly pack all of our newborn’s belongings and determine how to spend several hours outside the hotel on a day when the forecast called for approximately 104°F. That was precisely the type of stress and logistical difficulty I had tried to avoid by paying for an FHR reservation.
The service failures involving our baby were equally troubling.
We requested both a refrigerator for breast milk and a crib or bassinet on four separate occasions before entering the room:
1. At the time of booking;
2. By telephone approximately one week before arrival;
3. By telephone again the night before arrival; and
4. In person upon checking in.
Despite those four separate notifications, neither requested item was waiting in the room.
When we called the front desk from the room, the staff claimed they had no knowledge of ANY of the four prior requests and insisted that we had not notified the hotel at all in a rude and dismissive manner. They initially said they did not believe they would be able to provide the requested items. This was especially frustrating because the requests were visible in the reservation notes.
A crib eventually appeared approximately an hour later, without any explanation or meaningful acknowledgment of what had occurred. The crib itself was in terrible condition. It had visibly peeling paint and appeared decades old—more like something pulled from the back of a warehouse than an infant sleeping accommodation supplied by a luxury hotel.
Even the check-in paperwork was handled carelessly. The front-desk employee wrote her OWN NAME in the guest-name area of our key-card packet (Thanks Nia, great way for us to remember your impeccable service), even though the envelope otherwise identified me. And the the printing on the envelope was so faint that the printer appeared almost completely out of ink or toner. Standing alone, that would be a small mistake. In context, it reflected the general disorganization we encountered throughout the stay. This place shows a mess from top to bottom.
Any hotel can appear luxurious when nothing goes wrong. Luxury hospitality is demonstrated by how employees respond when a guest encounters an unexpected but solvable problem. Even if they had called American Express with us and said sorry out of luck, it would have let me know they at least cared. Instead, they treated us like we were criminals trying to commit fraud.
We did not demand that Hotel Crescent Court disregard its policies. We explained that I had lost my card that morning, provided identification, successfully authorized the Platinum Card through Apple Pay, had another physical American Express Card available, and offered to complete a credit-card authorization form.
No one appeared interested in finding a solution. The immediate suggestion that a family with a newborn should be put out on the street in the night, followed by the denial of four separate requests for basic infant necessities and the delivery of a deteriorated crib, was extraordinarily inhospitable.
The physical property may present itself as a luxury hotel, but the front-desk service, organization, and treatment of our family fell far below that standard.”
