This is a beautiful hotel. The courtyard area was nice to sit out in the evening and was well decked out. Rooms were spacious, beds comfortable and staff super helpful. Breakfast was great with a good variety. Would definitely recommend staying here.

The location of the hotel was great however the service and cleanliness were not. They asked us if we wanted housekeeping and we said we did but we did not have it at all during our stay. Our door was left open one day by hotel staff and when we inquired about housekeeping they said they would come the next day but still they did not. We had to get our own towels each day and the trash was never emptied. Drawers in both the living room and one of the bedrooms would not remain closed and even though it was reported, nothing was done. We were very disappointed in the service of this hotel.

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.

So many negative things about this place. There was no bedding for the pullout sofa, so I had to go downstairs and request it. I was given only 1 sheet and 1 thin cover. After asking for a complete set, she gave me an additional sheet and a blanket, but there were NO PILLOWS AVAILABLE! Since they are getting new furniture (which is much needed), there are large boxes crowding the elevator lobby and workout room. Lastly, looking out our window we were greeted with the view of a slimy green pool.

We came from cold, gloomy Nebraska to warm, sunny Waco and chose this hotel partly because of the outdoor pool - pics were posted on the website. When we arrived we found the pool full of green, nasty water with trash floating on top - not what we were expecting at all!!