Rated 3 out of 5 by Joni13 Very poor response to customer needs.
I have stayed at this property several times. The service has always been good. I was checking out and it began to rain. Not a little, but severe storms. I asked the front desk if they might be able to find me an umbrella. After waiting about 10 minutes a man appeared in a suit, handed me an umbrella (with a Sheraton sticker) and said "I need it back". Did not say: "May I go get your car for you?" Did not say: "Let me walk you to your car." "Let me help you." Chivalry and manners are not alive and well at the Sheraton DFW Hotel.
April 22, 2015
Rated 5 out of 5 by Gritsgirl1 Fantastic Customer Service!!!
I cannot say enough good about this hotel. The customer service was exceptional! Food and beds were great! We had missed our morning international flight on March 7th and had to stay overnight. We were stressed and exhausted. I called the Sheraton DFW and they sent a shuttle immediately to pick us up. The driver loaded all of our luggage and stroller (2 year old in tow) with a smile and got us to hotel quickly where he unloaded us and delivered everything to our room. We were received warmly and efficiently around 10 o'clock in the morning. Front desk called twice to make sure we were comfortable and had everything we needed which was a welcome surprise as the hotel was full of cheerleading and dance competitors. We had dinner in the hotel which was really good. Our server was from New Orleans and we enjoyed his humor and recommendations. He was super nice and accommodating to my 2year old son too which scores big points!!! What pushed this stay over the top though was Xavier Finch at the front desk the next morning. We left the hotel about 5:45 in the morning and took my son in his pajamas because it was so early. Once the shuttle dropped us off and we got through security at the airport, we had breakfast and relaxed a bit waiting for our flight and then decided to get my son dressed and discovered we did not have his shoes. I called the hotel and Xavier went to check our room and found them. I asked if he would mail them to my home and charge the postage to my cc. This man got in his car and brought my son's shoes to the airport and met me at Security near our gate where the TSA agent passed them through to me all in time for us to make our flight!! I have a Home Care Agency for Senior Adults and needless to say, Service is my business and my pet peeve is poor customer service, so therfore, I am hard to impress and I do not write reviews often because sadly this type of service is rare. Sheraton DFW your team out did themselves during my stay and deserve recognition for providing the exceptional service that you pride yourself on and advertise. Well done and Thank you, Thank you, Thank you. As a business owner, I understand that you are only as good as the team you have providing the service and yours was outstanding!
March 24, 2015
Rated 1 out of 5 by Marcus44 Very Disappointing.
It took 45 minutes to pick us up from the airport. The one gentleman at the desk gave us breakfast vouchers for the next day for our Platinum status. The restaurant was CLOSED the next morning. No staff or food in the Club Room... Complete waste of space and offering. So bad that I canceled my reservation on our return on 1/6. Never will stay there again.
December 25, 2013
Rated 4 out of 5 by alabri Staff
Not sure the staff is trained since the management changeover. I had no recognition as a Gold SPG and had to ask for the upgrade (none avail), had to ask for the internet access code, was not provided with concierge access.
December 20, 2013
Rated 1 out of 5 by nubert short staff
hotel was extremely under staff, was not fair to the staff to take all the complaints. Room had ongoing plumping problems, staff let us shower in another room that was empty.
December 16, 2013
Rated 5 out of 5 by BakerM Staff is amazing
I was stranded in the ice storm for 3 days. Although room service was discontinued one evening and maid service for a day because only half the staff could get in, it was a great place to be. Staff helpful & fun. Felt very safe there. Food was excellent!
December 15, 2013
Rated 1 out of 5 by RaeM2013 This hotel has a staffing issue
This hotel should be better than it is. There is clearly a staffing issue and the morale of the associates is overflowing to the customers. My experience with SPG properties has typically been good, but unless this hotel gets a fix in place, it will likely receive these types of reviews in the future.
December 12, 2013
Rated 2 out of 5 by JLNY Did not meet this time
Upon entering the room i went into the bathroom, upon lifting the toilet lid i noticed the toilet needed flushing. i flushed and the water came almost to the top. i called the front desk and they said they would send someone to fix it. i asked if they wanted to move me as i just walked in and was told if it was necessary they would move me. Ok. When i returned to the room it was evident that the issue was fixed however, there we spots on the floor and shower curtain; evidently schrapnel from the fix. There was also an open safety pin on the floor. I usually do not see this at a Starwood property.
December 12, 2013