Renaissance Dallas at Plano Legacy West Hotel

Staff was helpful and the room was very clean

The hotel is ideally situated for shopping. The lobby is nice. We had paid for a corner room, an upgrade from the basic. The first room had no heat or hot water. After our second call and a trip to the front desk, our room was changed. In this room, if the hot water was allowed to run for 10 minutes, you could get a warm shower. If you turned the water off you had to restart the process. We left the room at 8:00 one morning and returned at 5:00. The room had still not been cleaned. After contacting the front desk and a half hour wait the room was cleaned. We were disappointed. As we were checking out we mentioned the difficulties to the front desk. They said because we booked through Expedia they could not adjust the bill, but they did award points in an effort to compensate for the rough spots. We accepted the points. If get a room with hot water you will be happy. Check the shower before you unpack.

First, the staff should be commended at this Marriott property. They were entirely superb throughout my entire stay, with particular standouts being Isaiah (front desk/club lounge), Sonia (room service), Matt (bell-stand) and Jack (restaurant/bar). The reason stars were withheld from the overall score was due to the unfortunate pipe break that created havoc. Issues arose from the flooding—loud noises late in the evening (as they vacuumed up the water right outside our rooms), an unpleasant musty odor following, no water availability (which necessitated our moving to another floor to a less-convenient room, and strange cloudy water in the taps for the rest of the stay). However, we were treated with such concern and hospitality, that i will not hesitate to return. I was not charged for one night on my second room, when two of my guests unexpectedly left early.

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That said, it is with a heavy heart that I must report an appalling experience with your service during May 2-15, 2026. Although I don’t take writing negative reviews lightly, I feel compelled to convey to other consumers that your lack of compassion and customer service resulted in severe emotional distress to my 90 year old mother, a senior with health disabilities. I used your service to book a hotel room for a funeral. (see attached obituary) At 90 mom can still get around and she wanted to attend her 93 year old friend's funeral. We booked plane tickets on your site and hotel rooms and I spent quite a bit of money taking great pains to make my mother’s stay happy but this billing dispute ruined our entire trip. My mother who travels in a wheelchair needs assistance. I booked one hotel (Home2 Suites by Hilton) but learned a few hours later that it was farther from the funeral than expected. Within a few hours, I went back on your site and booked another hotel at a considerable additional expense. (The Legacy Renaissance in Plano TX) I tried to get the first hotel cancelled and credited back (it was only a few hours that I made the change) but was unable to do so. I tried calling the hotel directly to cancel the reservation which I did. I also cancelled on your website. ELDERS BEWARE!

I thought it was a nice property. Thanks for letting us check out later also!

Great location and pool area/gym were very nice. Enjoyed the downstairs bar…lots of interesting seating areas.

Excellent property & location

Exceptional

The room wasn’t cleaned very well during our stay. We were not greeted properly upon first arriving and we never received a cart to bring our belongings up to the room. We ended up making 2 trips and taking them up by ourselves. The TV was horrible and would cut off every 2-3 minutes for 30 second intervals. The pillows had a smell to them. The manager was nice and gave us a discount. However, I don’t think I would come back considering the price after discount still wasn’t good considering the service. You had to really push and call multiple times when making a request for items, etc. The room was very noisy and we had to be moved to another room. Even then, there were a lot of slamming doors by other guests. Not an enjoyable experience.

Very clean hotel comfortable beddings Very clean hotel

Engineering came right away to fix the USB charger so that was good.

Has a lot of options for food around Was double charged. Bathroom shower is dirty.

The hotel’s within walking distance to great restaurants & shopping!

Stayed for one night. Very clean no smell and quiet. Checking in was fast and front desk was friendly

Passable

Great

By far the best hotel… you can’t beat the location! I stay every time I go to Plano!

The staff was superior and very attentive The room was small and dusty, on the side of the bed was crumbs

Lobby, gym, and pool areas were nice, but the room was dirty, boogers on the wall, coffee pods still in the machine, mystery fluids on the lamp shade and bathroom walls, and I was double charged for parking, once on the card I had on file and I also had to pay to leave the garage (the exact same amount). After over 20 minutes on the phone with outsourced customer service, I just gave up.