We thank this guest for his business and for taking time to write about his concerns.

Ever since we installed new carpet pad, carpeting, pillowtop beds, drapes, bed skirts, and bed throws, we have stopped accepting pet and hotel is now a smoke-free hotel. We have apologized to this guest for his inconvenience. Our desk clerk did offer him the choice to cancel his reservations and check out after learning he had two pets. Because of his refusal, the desk clerk called management and explained the situation and of the fact that he had a cage for his pets. Management went decided to accommodate this guest's needs and offered for his party to either stay and agree to keep his pets in its cage and to pay a $30 cleaning fee or for his party to check out. He agreed to the conditions and accepted the cleaning fee charge, which we have explained to him is a real cost as we are mindful of the fact that some guests are allergic to pets.

We are glad that he found our beds to be very comfortable. We have installed one of the better hotel beds from Serta for the comfort of our guest. We have explained to guest that the new beds are pillowtop beds and we do have mattress pads on the beds but because of the pillowtop, the mattress pad will not lay down flat. We are also happy that he felt our desk clerk serviced him very professionally. We have thanked this guest for his time.
Hotel Management

We thank this guest for his business and for taking time to write about his concerns of our Hotel parking policy before his stay.

In the immediate vicinity around Cowboys Stadium, all businesses have to manage their parking lots during Cowboys home games or Special Events at the Cowboys Stadium. As parking is limited at the Cowboys Stadium, the parking spaces in the immediate vicinity of the Cowboys Stadium are used by all the visitors. Unmanaged parking lots are quickly filled by visitors seeking to not pay for parking and in our case that would not be good as this would cause our guests to be unable to park here. Because of the extra costs associated with managing the parking lots - such as insurance, maintenance, added property taxes, annual City license fees and labor costs, all businesses in the immediate vicinity around Cowboys Stadium have to charge for the use of the parking during events - their charges are commensurate with what the Cowboys Stadium charges for their parking.

Parking fee though an extra cost is not unusual. Hotels next to Houston Convention Center and Toyota Center (a Sports Venue/Stadium and Concert Venue) charge for parking. Hotel next to Arlington Convention Center also charges for parking. And most, if not all, Hotels on San Antonio's Riverwalk also charge for parking. In fact, there are other examples where Hotels located in close vicinity to venues or attractions that draw lots of visitors charge for parking. Visitors who like to be next to the venue or attraction usually do not mind paying for the convenience. Others on tighter budget do not mind staying further away and having to spend extra time on the road and deal with the traffic congestion. We should point out that those visitors who chose to drive in to the attractions will also end up having to pay for parking as well and sometimes they may be unlucky and find no parking spaces at all.

We realize that parking fee is an extra cost and to help deliver value to our guests who need parking, we have a parking package that would include the parking for guests staying two or more consecutive nights around events at the Cowboys Stadium.

Finally, you do not have to park at the Hotel. We also have regular guests who fly in, take a Taxi, and they, of course, do not incur any parking fee.

We wish to thank this guest again for his time.

We thank this guest for his business and for taking time to write his review of our Hotel. His feedback is important to us so that we can continually improve our services and products. We apologize for that there was a smell of fresh paint every time he turned on the heat and that he was woken up in the middle of the night by rain.

Around January that is when we start our deep cleaning. All our rooms are deep cleaned, air conditioning equipments and coils are checked and cleaned and the hvac grills get repainted. Had the guest informed the desk clerk who switched him from his first room that the paint smell in this room was still bothering him, that same desk clerk would have found him another room that would have been acceptable to him. As it is, he took the second room and did not inform the desk clerk of the problem.

Regarding the rain waking him in the middle of the night, the area around City of Arlington experienced some severe thunderstorms in January and we apologize that he was affected by it.

On the positive side, we glad to hear that he had a pleasant check in and that the desk clerk was responsive and nice to him. Our desk clerks undergo extensive customer service training.
We have shared this guest comments with our staff and we thank him for his time.