Rated 3 out of 5 by CaesarTheDay Below Expectations
I have been a SPG Platinum member for four years straight - that means I stay at least 50 nights at SPG properties around the world. Sheraton Dallas is merely below average when it comes to Sheratons.
Reception staff was cold and unwelcoming. When I asked about the Club Lounge (something a business traveler likes to rely on for quick snack) - I was told that the Club Floor was occupied. I still get Club Lounge access as Platinum - well this time I didn't. I had to make two trips to make sure they key worked - every time staff was lukewarm or completely indifferent. The room was below expectations. No refrigerator or mini-bar, internet access intermittent, bathroom toiletries missing.
Overall - out of over 30 Sheraton Hotels I've stayed in the past - this one ranks as below average. I would not stay here again nor would I recommend this hotel to my business associates.
August 2, 2014
Rated 5 out of 5 by Deb715 The lady and the gentleman that work the club on the club florr 26.
We have stayed on the club floor on two different occasions as the late snacks and the breakfast were perfect when we had appointments. I must say that you have two treasures in the two people you have working. The lady is exceptional and is such an asset to your hotel. I observed her attentiveness to a family that was a regular because of an illness with their child. She made them feel so special and knew everything about their circumstances. She was so compassionate. The gentleman was equally as cordial and efficient with his dealings with myself as well as others. They are amazing people and deserve to be recognized! They give your hotel the recognition it deserves.
June 10, 2012
Rated 2 out of 5 by dhmd69 Good thing we had beer to keep us calm
at checking after 75 minute WAS MADE to get out of line because spouse name wasn't in reservation EVEN THO HE HAD CONFIRM. # and just give him 2 minutes to get me on phone to add his name via phone. They made him get out of line and wait ANOTHER 45 minutes to check in so over all he waited 2 hours to check in. While in line for second time a porter takes off with our luggage without proper tagging and loses it, WHILE IN LINE. My husband has to get out of line AGAIN and MAKES SUP. GO HELP HIM FIND IT, which was found in another persons room all hung up and put away... Back in line and finally get into room at 5 ( started this nightmare at 1:30... ONLY to have heater broke in room, IT WOULDN'T SHUT OFF!! had maintenance come out another 2 hours later to not fix it and we had to call AGAIN and maintenance came out at 10:15 pm which by then we was in sauna and husband takes a shower to have only whole faucett in tub come off causing shower water pressure to not work....
November 23, 2011
Rated 1 out of 5 by Horrible2012 This hotel makes Starwood look bad!!!
Where do I begin; I understand room service is marked up (everyone knows that), but $16.50 for a child bowl of cereal is just plain ridiculous. The button on the TV did not work at all! There was no fitted sheet on the bed, just multiple flat sheets, and get this: there was a condom on the mattress as I tried to tuck the flat sheet under the mattress so it would stay throughout the night. On top of that, the sheets were dirty! The outlet plugs didnt work, after I was charged $20 to have a mini frig in my room. No free wifi in the room ($15/day), and the free wifi in the lobby is limited to one hour. And get this, I was in a junior suite. Who has to pay for wifi at a hotel??!! Total of 10 channels that kept breaking up, and the housekeeper cleaned my room & gave me ONE face towel when she replaced the towels. No continental breakfast! And on top of all that, my room key never worked! Save your money please! Unless you have money to throw away, this hotel is not worth it.
July 30, 2012
Rated 5 out of 5 by Colleen73083 Very comfortable stay!
Super compfy beds, fast elevator, workout room is spacious and the roof top pool is awesome!!
August 6, 2014
Rated 5 out of 5 by Manju Location for all guest needs
This hotel was extremely accomodating for everything I needed. From the time I arrived, I had personal attention to what type of room I wanted (Pure), type of amenities, personal escort to my room, spacious/clean/beautifully decorated room, friendly staff, etc. I was overwhelmed by how nice it was.
December 23, 2011
Rated 2 out of 5 by Erika456 Comfortable room at a price
The room was clean and comfortable, however, the plumbing was VERY noisy and all noises could be heard from the hallway which made sleeping a bit difficult. On the other hand, when computers crashed the staff made our 2 hour wait to check in go very fast with complimentary drinks and updates. We also got trapped in the parking garage for 20-30 minutes while waiting for assistance. The fire alarm went off early in the morning causing us to have to evacuate, myself - from the 19th floor. Although this makes for many funny stories it was one unfortunate event after another.
July 21, 2014
Rated 2 out of 5 by Ronie concierge needs some help
Very upset that they did not share information with me and ended up costing me an extra 40 dollars. When we checked in I asked if that had a shuttle set up for NCA, and was told they didn't know. So I went to the concierge and asked and they said no. So, we spent 40 dollars on a cap to get there and back only to find out that they had a shuttle all along. Shouldn't the concierge and the people and the front desk know this valuable information. Also had to pay 21 dollars to park my own car because vallet was full. They knew they had a full hotel should have been more prepared. Also had trouble getting towels.
February 29, 2012
Rated 5 out of 5 by Mikewo78729 Great customer service
I was particularly impressed with the hotel staff. All of them were friendly and acted like they were glad to be there to help the guests. I was particularly impressed with Quela (sp?), who help me with registration Sunday afternoon.
February 26, 2013
Rated 1 out of 5 by Attendee This hotel should not book conventions
I attend three to four conventions a year and have never had a property that I stayed at be so ill prepared to handle the reservations that they new in advance that would be staying with them. Was understaffed in every area and particuarly in the restaurants. Had to order pizza or find other venues to get food as the restaurants were either closed or wall to wall people, one comment from the staff was the kitchen could not keep up.
Also when we walked to our room on the18th floor the hall was FILTHY and needed to be vacuumed I called down and it was a full day and a half before it happened.
I have two positive comments Peets handled their long lines amazingly with great Product, attitude and service. The beds and bedding were both very comfortable.
We even went to settle our account late Saturday night while their was a short line and explained to the employee at the desk that thier would indeed be a long line in the A.M. She informed us their would be NO LINE in the A.M as thier had been a line all day. Low and behold in the morning when we left the LINE was MASSIVE. REALLY????
February 12, 2013
Rated 5 out of 5 by Bencar Ms
This hotel is in a great location.
The rooms are spacious and clean
and the staff are very friendly.
August 5, 2014
Rated 5 out of 5 by bchil Executive Suite is great
I stayed in the executive suite for my birthday and used the private karaoke room at Draft. It was a great experience, the suite was comfortable with lots of room!
February 22, 2012
Rated 2 out of 5 by Sheratondfwstinks Unprofessional and uncaring
We had over 100 people booked at this hotel and had meeting rooms rented for 3 days. Front desk couldn't have done less to help us with transportation or general requests. We were told a shuttle would be available to us "in 20 minutes", time came and shuttle driver told us he was already taking someone else, front desk clown pretty much told us tough luck. Never made any attempt to do anything to help. One of our meeting rooms was only required for one afternoon, the staff never bothered to clean it after another group had it that morning. Nice meeting in a dirty room with other people's mess all over.
January 30, 2012
Rated 3 out of 5 by TravelManagerBC The rest of the hotel might be very good
but the bathroom in my room had a large hole above the shower head. I woke up to the sounds of water pouring from the hole to my bathtub. I had to wait for an hour to make sure the people on the floor above finished their showers before I would take a shower muself with disgust. Can't believe nobody saw this problem before and reported it.
August 1, 2014
Rated 4 out of 5 by Anon1369 High volume corporate client
Overall experience was very good. However Internet connection constantly dropped. Very disappointed when told I could not earn SPG points simply because the room was "paid for by my company" via direct bill.
August 2, 2014
Rated 2 out of 5 by anonymousvisitor Poor Housekeeping
Prior to arriving at the hotel, I called the Sheraton Dallas Hotel to add two people to my reservation and a rollaway bed. It was a simple request and I didn't spend much time on the phone. Upon arrival, I was quickly informed that it would be a fire hazard if I added a rollaway bed to my room. This unexpected response caused me to immediately pull out my computer from my laptop bag. I had saved all of the agent's responses in an online notepad: the date and time of the call, what transpired during the call and how the conversation had ended. The man who was working behind the reception desk at the Sheraton Dallas Hotel was ABSOLUTELY amazing. He was extremely calm, cool and collected. He listened to what I had to said and after a little digging found a note about the rollaway bed on his computer screen, confirming that I had not been lying about speaking with the agent. He upgraded me and my fellow roommates to an executive suite for free. I left the reception desk very happy and I fell in love with the room. However, that excitement was short lived because our room was NEVER cleaned. I had declined the offer to participate in the Make it Green program because I was going to be sharing 1 room with 3 other people. After noticing that we had NOT been giving new towels or sheets and that the trash was piling up in our room, I had to personally call the reception desk to request a housekeeper to come and clean the room. I had to do this twice on two different occasions. We spent a total of 5 nights in the hotel and only 2 of them were cleaned. Fortunately, our room was always organized because of my personal cleaning habits, but it shouldn't have been my responsibility. To add insult to injury, the last night in the hotel, we came back to find that two pillows were missing their pillowcases. If that wasn't bad enough, one of the pillows was stained with blood. One of my female roommates had trouble sleeping on the bed the remainder of the night. Sheraton Dallas Hotel then made a mess out of my credit card, frequently adding and removing charges AFTER I had already checked out of the hotel. The receipt (or folio) I had received via email did not match my credit card transaction history. Yes, I am fully aware that there was supposed to be a $50 incidentals charge which would be removed in 3-5 business days. But what I am referring to was the actual cost of the hotel room. I had been overcharged so I called to speak with a representative from the hotel. Even as we were on the phone together, changes were taking place automatically on the computer screen in front of her. It was a very tedious process having to be in constant contact with both the hotel and my credit card company to verify the exact amount that I owed. It was a nightmare.
August 7, 2014
Rated 5 out of 5 by USATraveler54 Best Conference Hotel
The Sheraton Dallas Hotel offers everything from business to vacation. Gracious hospitality; conscience staff; most comfortable, clean guest rooms; fabulous health facilities; great meeting space - all qualities of a superb hotel facility.
July 31, 2014
Rated 5 out of 5 by yankeetraveler Friendly, efficient staff make this hotel a winner!
I give this hotel a top rating because of the great staff service. From the bellman to the concierge to the desk clerks, everyone greats you warmly and you can't help but feel that they truly mean it. As a frequent traveller (platinum) I have repeat visits to many hotels. This is one of the few where staff acknowledge you with a "good to see you again greeting." Also, "Miss Jackie" in the club room is a treat who greats nearly everyone with a hug and a "Hi Sweetie." It's a great way to start your day. Her colleague Ron and bartenders Alisa and Jaime are equally upbeat and professional.
February 17, 2012
Rated 1 out of 5 by charliewes77 Run-down facility
Paid extra for club level---machine for making lattes and cappuccino was broken after first three days. There were never any snacks in the club room. The television was very frustrating. After choosing a channel, it would flip back to promo station while you were in the midst of watching a show. Asked that a duvet cover be changed because it had spots. They simply turned it over to the other side. The ATM machine was broken. The printer in the club room was broken. Bright spot? The concierge desk was great...Wonderful people on staff (other than housekeeping)...
April 3, 2014
Rated 1 out of 5 by MEDTRAVELUSA Single Worst SPG Experience in +525 nights
1. SPG check-in not available during my check in.
2. Waiting +30 minutes to check in.
3. MOST FRUSTRATING HOTEL EXPERIENCE IN MY LIFE: I self-parked. Notified front desk when I checked in and they said they coded my room key for the garage. Attempted to exit garage the next morning, key card did not open the gate. Pressed the intercom button 8-10 times and received either a busy signal or endless ringing with no answer. Got of of my car, retrieved my credit card from my bag in the trunk and paid for parking with my credit card in order to exit. This continues...
4. Waited in line for the front desk that evening (no SPG counter open, +20 minutes) to inform the front desk of my garage issue that morning. Front desk agent said he re-keyed my card and removed the self-parking charge from my room (this process itself took +10 minutes of typing various codes from my garage credit card receipt into the accounting system). Wait, it gets even worse...
5. The next morning on attempting to exit the garage, once again my key card does not work. Press intercom button, no response. I park my car and return to the front desk (a six minute walk/elevator ride each way), wait in line for only 7 minutes this time, and once again told that my card was re-coded for the garage. Nope, tried to exit, THIS time, someone answers the intercom (I think the front desk told the valet desk to look at for my call because I let everyone in the lobby know my frustration. I'll skip to the last day at check out...
6. Charge for my first night of parking that I paid for with my credit shows up on my folio. Took about 10 minutes to get this removed at the front desk.
7. Other non-garage and non-incompetent and under-staffed front desk issues: For some unknown reason I was auto-checked out at 0832 on my departure date. About 0845, I signed my charge slip for breakfast, and the server returned to my table and asked me to verify my name and room charges. He was still unable to post the charge to my room as my name and room combination was not valid. I HAD TO BE ACCOMPANIED TO THE FRONT DESK WITH THE FOOD SERVICE MANAGER TO GET THE CHARGE POSTED TO MY ROOM.
I am Lifetime Platinum, and NEVER IN MY LIFETIME WILL I EVER RETURN TO THIS HOTEL.
February 6, 2014
Rated 5 out of 5 by Tonia1307 Love the Hotel features
love everything especially the pool
August 1, 2014
Rated 1 out of 5 by GatsbyNYC Disappointed
I travel to Dallas somewhat often on business and generally stay at a very nice boutique hotel near my firm’s office. Prior to this past trip I had freshly become an SPG member and decided to try the Sheraton to earn some points. In short, I was highly disappointed with my experience. I arrived late in the evening and there was apparently some sort of convention taking place in Dallas the next day so the lobby was a zoo. There were hundreds of people waiting around to check-in to their rooms (no hyperbole – hundreds). The line appeared to be about two - three hours long so I decided to take a cab back to the office to work for a few more hours. I came back to the hotel about three hours later (this is now around 11pm or later) and the line had not shrunk at all – in fact I would venture to say that it grew. I stopped to ask someone what was going on and was told there was some kind of convention. I was not there for this convention and I had a meeting at 0730am the next day. I asked if there was any way around this and was shrugged off coldly. At this point I found another staff member, who was actually very friendly and helpful. She offered to at least hold my bags in storage so that I could go out and grab a drink or something while I waited. Sure enough I walked down the street and had a drink and returned to the same chaos with no abatement in sight. It was not like I was seeking special treatment…. I just wanted to get into my room and go to bed so I could be rested for my morning meeting! I had flown in on the first flight that morning at 6am to get to Dallas and be in the office for work, so I was up for almost a full twenty-four hours and this was not the welcome I would have expected from a quality hotel. I will concede that this could be a very flukish circumstance, but when I am traveling on business I cannot afford to spend most of my sleeping time standing around a crowded lobby.
In the morning I asked for a cab and one was called for me and then given to someone else - I was given a look like “Oops…” The room was fine – kind of old, but not a big deal and it was clean, so no complaints there. And I really have to emphasize that the one concierge employee was wonderful, but that wasn’t enough to salvage the experience. Will not stay at this Sheraton again - SPG has a premium property nearby that I would consider for the next trip, but quite honestly I may just forego the points and go to the boutique near my office where it won’t be a roll of the dice whether or not I have a comfortable experience.
January 4, 2012
Rated 5 out of 5 by Steve0124 Overall my stay was great
Most impressive was the woman who checked me in. Wish i had her name. She was great, very welcoming with good sense of humor.
July 31, 2014
Rated 3 out of 5 by SPH2013 Broken Heat
The first night in your hotel, happened the be the coldest night of the year so far in Dallas and the heat was out. The staff reacted very well, butI was so cold and it took a couple hours for the heat to come on. The other issue I had was during check in. I wanted to park near the front desk and check in and then go park my car. The valet wouldn't let me leave for car for a few minutes to check in and instead had me go park my car in self parking and walk across the sky bridge. Pulling all my luggage through the garage & skybridge was not a great way to start my stay.
November 15, 2013
Rated 4 out of 5 by Infrequent Billing Issues And Rewards Program
Upon arrival, I signed up for the rewards program. After being unable to log onto the free internet service that came with the rewards program, I found out it had been switched over to one of my room mate's names. Twice I tried to correct this. When we tried to check out, my room mate had been charged for internet service. When trying to correct this, the person I spoke with told me it was charges for using the phone. The only calls made on the room phone was to the front desk.
July 22, 2014
Rated 4 out of 5 by Southwestmike Incorrect billing
Overall a great facility with very attentive staff. However, my final bill was not as quoted by my corporate headquarters at Southwest Airlines . Southwest said I would be paying 56.00 per night but I was charged 66.00. The checkout operator on the phone was nice but said she would have to research it. Since I was pressed for time I had to leave without resolving the issue.
July 26, 2014
Rated 5 out of 5 by SuzannaBanana Convention Stay
Was here for the ACBL Nationals. What a great stay. Upgraded to Executive Suite - what a pleasure! Roomy, perfect for two people with different life styles. Had small problem with cooling -called and w/in 10 minutes two maintenance people arrived to fix, and then 2 hrs later, more people arrive to check up! No towels one day, a call and 10 minutes later, staff delivered plethora of towels, and 30 minutes later, another stall member to check up and deliver more towels, Such good response! Really was able to concentrate and play bridge.
April 2, 2014
Rated 1 out of 5 by rghy2 I would never stay here again.
Several people I know got food poisoning, had stuff pilfered from my room, found a possible bed bug in my room, and had someone expose himself to me in the lobby without any follow up from hotel staff. It was a complete nightmare. On the plus side, the mattresses, comforters, and pillows were incredibly comfortable despite being dirty and stained.
July 26, 2014
Rated 3 out of 5 by Diamondlake House Keeping / Convention Food
The first night my bed was made up and coffee re-stocked. The next night, bed undone and no coffee! Maybe I was suppose to tip them ahead of time??? But the woman taking care of my room had a gentleman accompanying her on her cleanings, may of been a distraction! Had to call and ask if they could get me coffee for the next morning. At least the garbage was emptied.
The breakfast in morning was cold, eggs runny and potatoes hard and uncooked. Lunches was just a little bit better. The dinners we received were very interesting but the portions were very small.
December 16, 2013
Rated 5 out of 5 by Hope48 Great food, nice rooms, friendly service
I was here for a 9 day training conference. I was so happy to see the food on the buffet was labeled clearly. I am on a gluten free diet and the variety was great and very tasty. I usually lose weight at these events because there isn't much I can eat. I put on a few pounds. : )
July 26, 2014