Rated 2 out of 5 by Jenny21 Poor customer service
The hotel double charged me for my room. I left a message and email with no return call. Finally a week after my initial message after leaving several, I called and finally was able to reach a live person. He was not apologetic. He just simply stated I would get my money back in 7-10 days. I don't feel I should have to wait when this was no fault of mine. Poor customer service. I will not be coming back.
December 5, 2013
Rated 5 out of 5 by Always Frequent Guest
All of your staff from check-in to checking-out bend backwards to make the stay pleasant and meaningful. They are very helpful. The facility is bright and cheerful. It's clean. The beds are very comfortable making for a good night's sleep. The room service was outstanding - great food & service! The addition of the "Business Center" was a plus. I cannot say enough good about this hotel...it is GREAT! Highly recommend it!!!
August 13, 2012
Rated 3 out of 5 by lightbulb1 Air conditions are weak
we stayed at your hotel for 4-nights in the south tower, and the air condition was marginal at best. We call for maintenance to look at it, and they check it out, but was not able to recover the a/c. They brought us a box fan for our comfort. When checking out I was informed to request the north tower , or central tower, because they were newer buildings.My wife and I came home with are Alergy out of wack, very disturbing.
June 26, 2012
Rated 4 out of 5 by Archimom Very good business hotel
I have stayed at the Sheraton Dallas Downtown before and find it to be great for business needs. Great location and services.
However, this time I found a few things that were wrong:
Phone in the room didn't work and never got fixed.
Valet was full one night and I had to park it across the street. Not bad, but not expected.
Pink 1950's toilet seat. The room was renovated, except for the left over pink toilet seat.
November 1, 2013
Rated 2 out of 5 by sara62 A little more improvement needed
waited over 30 minutes in line checking out to try and fix my bill, and it is still not correct. the lobby was overcrowed with high school kids trying to get their rooms (with all their luggage and items). the adults they were with were frustrated with the service. i was not happy having to pay for internet service. my room had some minor flaws, but was overall very comfortable. the parking structure needed to be cleaned.
April 12, 2013
Rated 1 out of 5 by Anotherunhappyreview Constructive Criticism
I needed to make reservations for four people to stay at the hotel. I would not be traveling with them and therefore my credit card would not be able to be shown upon arrival. Your online reservations did not work for me. I spent two hours for two days each working with your phone reservation center. While they were most helpful, the information did not get transferred to the front desk of the hotel in sufficient time (booked on Friday guests arrived Monday afternoon). The four guests were told the credit card had to be present. On a holiday I had to leave a family lunch and drive one hour to my office to sort out the situation. The guest were then informed that a roll away bed was not allowed in the room – when I had been assured over the phone on Friday that three of the guests could share a room & a third bed would be provided. Again, your phone reservations center were polite, as helpful as possible, if somewhat misinformed as to what would be actually possible AND the information was not delivered to the front desk.
February 20, 2014
Rated 3 out of 5 by Sandy1972 Nice Hotel....
Room was very nice but was totally disappointed in the fact that the wireless DID NOT work the whole time I was there in my room. I picked this hotel due to wireless capabilities and my conference was there. And other than the office party that was on the balcony down from my window until 1230 am - everything else was good. For the price there could also have been a mini fridg in the room. I had a Jr Suite and no fridg??
June 26, 2013
Rated 5 out of 5 by Jessica74 Accomodating Staff
My visit started out rough but thankfully Sheraton was there to make it better. Our flights were cancelled so we were not able to make the first night. They were wonderful about needing to cancel that particular night and allowed us to check in the following day, early even. From the girls at the front desk to our favorite employee of all, Ronald who took incredible care of us in the Club Room, our stay was wonderful!
September 16, 2013
Rated 2 out of 5 by sanderella Recent stay
The facilities were fine. The issue was with the room noise. We were on the Starwood Preferred floor and were away from the elevators but not the noise. We could hear the engine/motor of the elevators very loudly throughout our one night stay. We asked to move rooms but "none were available". When we complained about the noise at check out, we were instructed to write a review. Completely unsatisfactory treatment.
October 22, 2013
Rated 2 out of 5 by asdfasdf Nothing special
The excellent gym could not make up for the poor quality of the room. We kept the blinds shut because the windows were old, dirty, and trammelled any view we could have had. We could hear fellow guest coughing, using the restroom, and smell cigarette smoke from people (employees?) smoking near the stairwell. Not a pleasant experience. But if you plan to exercise throughout your stay in Dallas, this is the place for you.
March 24, 2013
Rated 5 out of 5 by FrankT19 great staff and eminities
To start off with at Check In. Carrie at the front desk was amazing. She made sure we knew what was available in the hotel for our needs and made sure that we had a great room with a wonderful view. Your Club room is fantastic. Gym and Pool area 'state of the art". Lobby restaurant breakfast very nice. Wait staff and management very friendly.Overall staff from concierge to housekeepers very friendly. Loved your hotel..
June 20, 2013
Rated 5 out of 5 by Dianne Good hotel, good location
I enjoyed my stay at your hotel in Dallas. The room was spacious and I enjoyed the ability to control the temperature myself. The beds were comfortable and maid service was good. I only had one negative experience. When returning to the hotel after dinner, my roommate had some leftovers in a box. She wanted to heat them up so she could eat them. She was told that there was a $20 fee for use of the microwave! Seriously?
March 25, 2013
Rated 3 out of 5 by Gene3177 Cleanliness was an issue
My room had clearly not been cleaned well by the peanuts on the floor, sticky residue on the night stand, and the pepper packet in the shower.
March 6, 2014
Rated 2 out of 5 by JMVega Not so good
Small room in south tower, no hot water for shower in the morning
March 11, 2014
Rated 3 out of 5 by veronica unfriendly receptionist
I booked 3 rooms. When we arrived to the registration desk , the receptionist was not very friendly , no personality whats so ever. She put us all on different floors, and in the smallest rooms that they must have. Once we brought it to her attention, we were upgraded and placed on the same floor next to each other. The parking garage card never worked, we were always holding up the line with people honking behind us.
April 29, 2013
Rated 5 out of 5 by Kegger74 This hotel goes above and beyond
I have been staying at this hotel 3 to 4 nights a month for the last several months while in Dallas on business. They have never let me down. If there is an issue of any kind, it was taken care of immediately. The associates at the front desk are always friendly. The rooms are very nice, very clean, and the ammenities are substantial. This is a great hotel and always my first choice when I come to Dallas for business.
October 24, 2012
Rated 2 out of 5 by Lea2013 VERY Unhappy customer
There was a huge mix up with payment on my room. I was there for business and the room was prepaid by my company, but registration did not have the information entered in their system, which caused a HUGE mix up. They required me to use my debit card, until things were straightened up with my company, which my company cleared up (again) the next day. Well, two days later the mix up was still not fixed on the hotels end and my bank charged me $210.00 in overdraft fees after the hotel charged me the full bill and my personal bills went through. When I spoke with front desk people (three different times)they were rude to me (all but a young lady named Stephanie, who compt me a food tab). This was a very stressfull situation, caused by the hotels error and little was done to fix it. Then, I found two huge roaches in the fitness center. That is disgusting to say the least.
April 11, 2013
Rated 5 out of 5 by dlp13 Experts at handling large events
I've stayed at this hotel for a large annual event for many years, and the staff and facilities continue to meet or exceed expectations every year. This was the easiest year yet for quickly processing and moving people, and every staff member I met was cheerful, courteous and professional. The only thing that continues to be substandard is the low lighting in the guest rooms, especially the bathrooms.
November 25, 2013
Rated 3 out of 5 by Greg80 Great stay, terrible follow-up.
Stay was great, concierge was always incredibly helpful, only gripe is they could be upfront about the daily parking rate. 3 stars go to the poor follow-up. Two charges appeared on my CC after check-out. Despite numerous attempts to contact the billing dept., no one ever answered and I was never called back. I will make one more attempt to get in touch with someone before I leave it in the hands of my CC to resolve.
October 25, 2012
Rated 1 out of 5 by ps10 Not a pleasant stay
I stayed for three nights at the hotel, checked in late afternoon into a room where the toilet and tub were extremely dirty and only one bath towel. The staff had to be reminded daily late afternoon to clean room and then called several times for towel. Staff not friendly. Front Desk did not want to honor the discounted parking rate for the group/meeting I was attending. The staff had an "I don't care attitude".
October 25, 2012
Rated 2 out of 5 by smitty Promises unkept
Great location near lots of activities and restaurant. Only problem was we asked for a late check out when we arrived. The check in person said no problem. When we came back from the pool, we were locked out and no one knew of our late check out request.
Also, second morning room service request was ignored completely.
If it weren't for the great pool and location to activities, I wouldn't stay here again.
September 16, 2013
Rated 1 out of 5 by Chris1121 Recent Stay
I was very disappointed in my stay at the Sheraton Dallas. I had 10 rooms at this hotel and while I was there the rooms went for several days without being cleaned or trash being removed. We had to call for towels each day because housekeeping would not bring towels. I overpaid my bill by $713 yet I was told it would take 30-45 days to get my refund. When calling to speak to someone I left numerous messages and only on my 4th day of calling did I speak to an actual person who informed me that I should not be upset by a lack of not being called back, The only bright spot of my visit was Jeanette at the check in. If it wasn't for her then I would have checked out a lot sooner and taken my business (over $9000) to another hotel. I became a Starwood Preferred guest and didn't even get all of my points. I think I am going to be using another hotel for my travel stays. Thank you!!
August 2, 2013
Rated 4 out of 5 by vlcrock Very helpful guest services staff
We enjoyed our stay at this hotel, especially with an upgrade to an Executive Suite, which I highly recommend if you are staying with children. The guest services staff was very helpful and attentive to our needs. The staff member who brought up our luggage offered to fill our ice bucket, and told us about a refrigerator rental option of which we were not aware.
Downsides: the pool was closed for the first day of our stay, which changed our daily activity plans significantly. There was no mention of that at check-in, though it may have been unexpected. I would also recommend clarification on the Green policy - if you decline to have your sheets and towels changed, you are declining all housekeeping services. In most hotels with similar programs, the housekeeping staff still makes the beds, empties the trash and straightens up, they just leave the towels and same bed linens.
June 11, 2012
Rated 3 out of 5 by Nicki2304 Stingy on Services
Overall, the hotel is beautiful; however, it is too expensive. In addition, services offered for free by other hotel chains are only available for an unreasonable fee. 1. $10.00 per day for parking, 2. $25.00 per day for wifi, 3. $25.00 per day for a refrigerator, 4. $3.00 for coffee in the lobby. Also, I was unable to obtain extra coffee filter pods for my room. I was told decaf was the only available option.
December 3, 2012
Rated 4 out of 5 by Ken53 Lack of Attention to Detail
I rate the hotel "good." Room was clean and well maintained. I selected the "green" program and still felt the room was cleaned nicely each day. However, there was a large scratch in the window of my room (2371); and the elevator #10 on the north tower #5 had banana chips and trail mix on the floor every time I used the elevator (over a 4-day period). This lack of attention in a 4-star hotel is disappointing.
May 24, 2013
Rated 2 out of 5 by Jeff121 Hotel lacking
The hotel food was average at best and not readily available. The housekeeping needs to be greatly improved.
March 6, 2014
Rated 2 out of 5 by scott102012 Overrated
Phones were not set up in my room, and the closet door was off the tracks. I made 2 requests to fix, but they were not addressed. Elevators were very slow, and one was out service in the south(?) tower. Business center charges are laughable - practically fraudulent. It is one thing to make a profit on the conference business, but what you are doing is at the very least excessive. The fitness cetner was great.
October 29, 2012
Rated 4 out of 5 by Bravo99 The Staff Made This Stay Excellent!!
One person in particular provided the best customer service I have ever received in my 44 years. Her name is Carrie and she works registration. I unfortunately had to go back down to registration because my room key didn't work. Not only did Carrie apologize profusely but she upgraded me to club and went with me back up to the 26th floor of the South Tower to make sure my room key worked. She was a pleasure.
June 14, 2013
Rated 4 out of 5 by TravelWarrior Outstanding restaurant service in The Kitchen
I had a wonderful food service experience with a phenomenal server, Abel. He was knowledgeable and gave solid recommendations. He timing was impeccable - appeared just as I needed him. He was authentically personable without being intrusive, and concluded with reasons I should eat there again during my stay versus venturing off property. I am a frequent traveler and appreciate great service. Thank you, Abel!
May 22, 2013
Rated 4 out of 5 by Traeri8 Some minor issues, but overall good
The location is excellent. The staff is very professional and friendly. They went above and beyond. The room had a few minor issues: stain in the shower, black-out curtains weren't hung properly so there was sunlight coming in. There was no refrigerator. And only the network stations were available in HD. All other stations were standard def which wasn't very good. All in all, I would recommend staying here.
February 14, 2012