Rated 3 out of 5 by JRH10 Dry Cleaning
Dropped off dry cleaning early on Saturday morning and was told I'd receive it back Saturday night. Dry cleaning was not returned until 7:55AM Monday morning, causing me late for work. Also, the Sheraton charged me double, calling it a rush order, when it was their fault for not getting it back Saturday. Still spending my time trying to obtain an updated invoice and ensure I'm charged the appropriate amount for bad service.
Despite bad service with dry cleaning, I would recommend this hotel. Overall very nice - great fitness center, location and food.
May 14, 2013
Rated 4 out of 5 by UA340 Staff responds very well to guest concerns
On Thursday, 05/02/2013, I was a guest at the Sheraton Dallas property. I arrived at approximately 5:30 pm for a short stay, and I was planning to go to sleep early for a 4:20 am wake-up. Unfortunately, at approximately 7:30 pm, as I returned from dinner and began to settle in and prepare myself for sleep, I noticed the distinct and pronounced sound of outside air/wind and traffic coming from the window area of room #3282. I was also experiencing a distinct chill in the room. As I inspected the window, I discovered that it was not properly sealed. Specifically, I observed an approximately 1/4" gap along the bottom section of the plate glass window where it should be sealed to the window frame. Additionally, I observed residue, resembling and consistent with duct tape adhesive, along the aforementioned window/window frame joint, indicating that hotel staff was aware of the window condition and had previously attempted an unsuccessful temporary repair. As the outside wind velocity increased and the temperature continued to drop (the recorded overnight low temperature was approximately 40 deg. F), I realized I would not be able to obtain sufficient rest in room #3282. I called guest services and advised the representative of my concerns. After waiting twenty minutes (further delaying my efforts to go to sleep), a hotel staff member arrived at my room and assisted me in relocating to room #3079. Room #3079 was an improvement over room # 3282. However, when I awoke in the morning, planning to complete work requiring Internet access, I was unable to connect to the Internet. I contacted the property's IT support service. However the representative I spoke with was unable to assist me. When I called guest services to query whether my name had been transferred from room #3282 to room #3079 to allow Internet access, the representative I spoke with advised the Internet service in the guest rooms was down and suggested I attempt to access the Internet in the hotel lobby. At this point, it was 3:45 am, I had expected to complete my work in the privacy of my guest room, and I still needed to finish grooming and dressing for my workday. Therefore, accessing the Internet in the hotel lobby area was not a practical option. Ultimately, I was unable to complete my work prior to my required departure time. During the checkout process, I spoke with the Front Desk Manager and expressed to her my concerns regarding my negative experience. The Front Desk Manager did a nice job in attempting to compensate me for my negative experience by enrolling me in the Starwood Preferred Guest program and stating she would provision my new account with 3500 points. However, when I later logged into SPG.com and activated my new account, I learned that my account had 0 points associated with it. I later contacted the Sheraton Dallas Hotel Manager via email and expressed my concerns to him. He was able to follow up and ensure that my SPG account was provisioned with points in accordance with the expectation previously set. Additionally, he assured me that the window in room #3282 had been repaired.
An additional concern I had during my stay was that when I ordered a hamburger cooked "medium" for dinner in the Draft Bar & Grill, I was advised that, due to kitchen limitations, it could only be prepared "medium well" to "well" done. I spoke to the manager about my concern, who advised he could arrange to have a hamburger prepared "medium" at the hotel's main restaurant, the Kitchen Table, and have it sent to my location at the Draft. The manager made no mention of a price difference. When my bill arrived, I was charged $4 additional dollars for the meal because it had been prepared in the Kitchen Table restaurant. When I expressed my concern about the bill to the Draft manager, he adjusted it to the advertised price of the hamburger offered at the Draft. While the Draft manager did resolve my concern, it should not have come to that point. Requesting and receiving my food prepared to a reasonable standard should be a standard expectation, not an additional charge to have to negotiate down when trying to enjoy my meal while on a business trip.
Overall, the Sheraton Dallas is a very nice hotel property, which offers exceptional service, dining and amenities. Although I did experience several inconveniences during my stay, the property staff and management did a great job in listening to, responding to and resolving my concerns. I recommend the Sheraton Dallas to my friends and colleagues.
May 10, 2013
Rated 1 out of 5 One customer service blunder after another
The customer service at this hotel was truly some of the worst I have experienced in all of my travels and confirms my thoughts on why I choose not to stay at the Sheraton brand. The string of of customer service blunders started at check-in and didn't end until we were leaving the hotel for the airport and the bell stand staff had lost total control of the driveway area and we had to fight our way through a crowd of taxi drivers, airport shuttle drivers and limo drivers trying to negotiate a rate to drive us.
May 3, 2013
Rated 5 out of 5 by TSAP59 Staff are wonderful
All of the staff were exceptional. Very friendly and eager to be of assistance. I stayed at the hotel because I was attending a conference. Although I live in town, it was more convenient to stay at the hotel. I did not regret the decision. The whole experience was wonderful.
May 6, 2013
Rated 3 out of 5 by BusinessTraveler Some parts clean, some not.
Helpful staff, but poor attention to detail when it comes to the cleanliness of the rooms.
May 7, 2013
Rated 3 out of 5 by Tylor1503 Less than expected
When I checked into my room, there was no shampoo, internet service went down, and toilet did not flush properly. The wait staff in the restaurant for breakfast were less than professional. the only highlight was the bartenders in the Draft Lounge that were very professional.
May 6, 2013
Rated 3 out of 5 by TMAC room cleaness
Room was not clean and had debris under counter and desk
May 6, 2013
Rated 1 out of 5 by Grace86 Don't stay here
We stayed in the executive suite and hate to say I was very disappointed. First, my reservation specified there were four of us staying in the room and when we arrived there were only two towels so I immediately had to ask for more. Also, our toilet made the most terrible sound when being flushed but it became even worse when it just stopped flushing at all half way through the weekend. The shower itself was a disaster as well. As I mentioned there were four of us, all girls for a bachelorette party, and the shower did not train, AT ALL. I was lucky to have gone first but the other girls were standing in a bathtub full of water by the time we all showered. The bed was comfortable and that's the only thing positive I can say for this hotel. When I asked for a suite I thought I would be getting something completely different. In addition, since it was a bachelorette party, I had ordered cupcakes and confirmed with the concierge by phone the previous day we could put them in a fridge until we needed them Saturday as I had to pick them up Friday as soon as we arrived. When I asked as soon as came back with the cupcakes I was told I had to ask the restaurant to store them and when I asked the restaurant I was told to go back to the concierge. I would not recommend this hotel unless all you intend to do is go to the room sleep and leave immediately after and you don't need to shower or use the bathroom the entire time. Even after our toilet quit working and we called to have it fixed we were told it couldn't be done until morning which is when we were leaving (it was 9pm). We used the restroom in the lobby which smelled terribly of urine like it hasn't been cleaned in months. We tried the Kitchen Table restaurant for breakfast and it was equally as disappointing. We were seated after waiting in line (though there were plenty of tables available) and the people who were seated after us received service before we did and not just a few minutes but 25 as I watched the clock. We were seated for 30 minutes before getting water. Once we finally placed our orders we ordered the chicken and waffles which on the menu specified it had gravy which I had to request as it didn't come on our plates. Also you would think for how expensive the meal was they could have cracked some real eggs but no they use the same powder/liquid eggs as your local McDonald's. I had to refill our waters and coffee as the server was nonexistent and obviously hates her job based on the look of disdain on her face. As we were checking out, I was told when I called earlier to let them know about all the issues when checking out, she couldn't have cared less. She made it seem as if we were crazy to expect someone to fix our toilet and said she was not aware of the responsibilities of the concierge, etc. Everyone at this hotel is consistent about one thing, blaming someone else. The location is great so I hope they get it together.
April 22, 2013