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Although we've been very pleased with this location in the past, this stay was a disappointment. Our room was not adequately cleaned. There was lots of dust and we found MANY hairs that were not ours all over the room and bathroom. Also found garbage *partially eaten Oreos* in the bottom of trash can. We didn't have Oreos. The AC unit in this room (318) was very noisy. It made a loud, scratching noise, intermittently. We had to use earplugs and earbuds with a white noise app to drown out the noise.

I booked this place on the road at the last minute. Usually that formula spells disaster. Thankfully, we arrived and were greeted by a very pleasant lady, Her name is Smita. While I was working out leg cramps, Smita was waiting for us with a smile. She was our first good experience here. I would stay again if I was promised she would check us in. The one time I had to call down about getting a bill changed, She was on the ball. That said... This is an older hotel, but it is obvious that the owners are making sure it is as nice as it can be. New paint, clean bathrooms and floors, very little dust on the picture frames. (Yes, I check) . There were some cosmetic flaws, but only cosmetic. Our room was clean, the bed was great. The a/c works quietly. My final reason for saying great things about this place? My Wife was clearly happy with it also. I plan to make this our go to place when we are in the Waco area. Usually reviews say ” you get what you pay for”. Not here. You get what You expect for your money.

To explain, We had booked a reservation At the extended stay in Waco for February, 2022 for one night for a 2 bed, single room, for 4 adults, which we booked through groupon a week prior. We had confirmed the room with the hotel and upon getting there, the front desk receptionist hands us our key (His name is Walter) . When we get to our room, we see that it is a single bed room, so we immediately go back to the front desk and talk to the same man ( Walter) who check us in. After telling him that we have the wrong room, he begins to look on his computer and he says sorry, we’re fully booked and I asked “ do you have any bedrooms available?” And he says back to me “Do you want to look?!” And I said “I’m just asking”. The front desk man begins to make up a policy saying “if you’re not checked in after 6PM, its first-come-first-serve” and he said its in the fine print. We then looked at the fine print and it was no where in the document we signed that stated that nor on Groupon’s listing. He said they had 13 no shows that day and we’re still full booked. We then asked “what are we paying for a room for if we’re not even guaranteed a room and we’re just throwing our name in a hat and hope we get a room” he then said to us, YELLING “ I don’t care if y’all get a room, I don’t care if you sleep in the hallway, I don’t know you from Adam and Eve” and I respond, “you should care! This is terrible customer service” and then this man literally leaves the building and doesn’t come back. His co-worker came in and tried to assist us and said “sorry there’s nothing we can do, we can process a refund once Groupon contacts us” and said we’d have to call other hotels and did NOT HELP at all. While we’re calling other hotels, a group of girls come down on the elevator very angry and said “the room you just gave us has another man in it”. The female receptionist now helping us and them says to them “Oh, he was suppose to check out today but I guess he didn’t”. She begins to tell them that they gave their room away because of their “give-away policy after 6pm” and that they have zero rooms available. So she calls her manager (Val) and apparently another room opens up! these girls go to this room, they eventually come back and say “There’s another man in THAT room too”. There was also 2 other people people inline that I’m sure didn’t get rooms and 2 homeless people at the end of there first floor hallway sleeping with all their stuff and they were clearly on drugs tweaking, scratching, etc. We eventually left and had to book another hotel at 1 AM out of our own pocket. We have NEVER been treated with so much disrespect, incivility, contempt and carelessness. There was ZERO security and people staying in rooms they’re not suppose to and people walking In on other people. so many people were screwed that night and not in a good way. We still haven’t received any refund and credit.

Had to stay here for the night for work. Never been to Waco. The hotel was a nice hotel for a one night stay. Rooms clean, breakfast good. But what I really enjoyed was Maria at the front desk. She was very sweet and gave me recommendations for dinner and made sure I knew how to get there and checked on me to see how it was. She made jokes with me and made me laugh. She was just a very generally happy person and so were the others I met. I go to a lot of places for work and they all bleed together but this place stood out because of Maria and team.

Next to the highway, it is very convenient to drive by yourself. Rooms on the side of the highway have poor sound insulation. It is recommended that you ask not to be close to the highway when checking in. It is recommended to prepare earplugs in advance.

FIRST of all, I have been booking and staying at this specific Townplace Suites for state cross country and track meets for YEARS, and have NEVER had an issue like this. I booked 4 rooms, specifically for the needs of my team and coaches, on March 26th for a one night stay May 3-4. I PREPAID for a 2 bedroom suite, reserved 2 more rooms with 2 queen beds to accommodate my team of 4 girls and 4 boys - PLUS their families and our coaches. I also booked a King for a coach. I verified my reservation weekly and checked in on the Bonvoy app the night before (May 2nd). Friday morning, the day of our arrival, Taylor, Director of Sales, called to inform me that my reservation was being canceled and they needed to move my 4 reservations to another property because there were guests who didn't 'check out' and they needed my rooms. I responded very nicely with ”I cannot move, I have families coming in who are staying at the property to be near their children” - I also pulled the titanium level, owners for 19 years card and asked her to please find other guests who could move. I told her that I had prepaid, already checked in, and could not move. She said OK. I arrived at the property a little before 3pm, just ahead of my teams first race at 5pm. The woman who checked us in gave us room keys - each coded with 2 br, 1 king, 2q, etc. When we got to the rooms, they were all 1 king bed studios. I came back down and was told that the GM had switched our rooms that morning and there was nothing she or anyone else could do. NO apology. She proceeded to call her manager who also did NOT apologize and actually blamed me for not switching hotels when Taylor called. He was rude and disrespectful and could not give me a reason as to why Carli changed our rooms. I again (admittedly, not so nicely) asked how this could happen if I 1. Made the reservation for specific rooms 5 weeks in advance. 2. Prepaid for one of the rooms, and 3. Checked in the night before. He had nothing to say, no apology, and again blamed me for not switching properties. If it had just been me and my coaching staff, that would have been tolerable, but it was 14 to 16 year old athletes who were unable to get good rest before competing in the state championship races that evening and the next day. It has been 3 days, and I have not had a single person reach out to me with any explanation. I feel just awful for my team and their families who had a terrible first experience at state.