Rated 5 out of 5 by Curbs EXCELLENT STAFF
There was a problem with the airport shuttle and I waited for over an hour. I was in constant communication with the staff, and finally they told me to take a Taxi and they'd cover the fare.
On arrival thy were sincerely apologetic, upgraded my room, and compensated me for my dinner. (Which was EXCELLENT)
This team really knows how to turn a bad situation into a great one. If not for them, this would've been a completely different review, but because of them, I'll be sure to book here every time I'm in the Dallas area.
Thank you for your great customer service.
May 17, 2012
Rated 3 out of 5 by GuestOneMillion Aug 31, 2013
I have stayed at this hotel numerous times. Two of my recent stays, the rooms have been below standard. The first occurrence the bathroom sink would not drain and the shower door would not open/close because it was out of balance. How does this get missed during the cleaning? It was repaired while I was there.
On Aug. 31, 2013 the bathroom sink would not drain, the toilet did not flush properly and the iron was malfunctioning. I reported these Sat night in person at the front desk and none of these problems were addressed during my stay.
September 3, 2013
Rated 2 out of 5 by Mark Disappointed
I expected nothing less than a standard Westin. When I showed up, there were no platinum rooms, concierge lounge, no bathrobes in the rooms. Housekeeping left the empty toiletries from the last guest in the shower without replacements. There was a 15 minute wait for the roughly 25 tables that are in the restaurant (for a hotel that sleeps 1,600 people). I was only there for one night, but nearly every part of that hotel that I had an opportunity to touch was a disappointment. If you're going to build a hotel, at least keep it consistent with it's brand image.
February 5, 2013
Rated 5 out of 5 by Markey This is home.
This is a very nice hotel. Rooms are nice and comfortable. The hotel staff will always take care of you.
May 13, 2012
Rated 4 out of 5 by Deano13 Comfortable and Clean
Nice hotel for short stays or business trips, but not really for family. I stayed here with my buddies over the weekend to watch the Dallas Cowboys play the New York Giants. (they lost...boo!). We wanted a hotel close to the DFW airport (which has the worst road system ever!). Typical Westin style, but in a smaller scale. Clean, friendly, and business-like, but not a resort hotel for family. Rooms are small, but comfortable and manageable for the great rate of $135 a night. Elevators are quite slow even though there are 4 of them, probably because they were packed the weekend we were there because of the football fans. I would stay here again because it's close to the DFW airport, right off the freeway, and close to restaurants.
November 1, 2012
Rated 4 out of 5 by coldroom Heater is very noisy and doesn't work
I stayed right after X-mas, and the weather was very cold during my stay. Hence I turned on the heater and went to bed. Heater became very noisy, but I thought because it was a cold day. During the sleep, I felt the room is very cold, and found that heater was still working (again very noisy), but it didn't blow in any hot air at all. I guessed heater seemed to have some problem, but it was too late to change the room (too much work at 2am)..
It seems the hotel was recently renovated, but but HVAC system is still very old and even not functioning well.
December 30, 2012
Rated 1 out of 5 by clubb Rough Stay for my Customer
I sent my customer to your Hotel. The pictures were of your downtown hotel on the internet so they were not expecting a run of the mill Hotel. Your downtown location is much nicer. He had issue with a broken heater, credit card processing (according to him the staff was not understanding about our arrangement), family had to wait for an hour and a half to be picked up from the airport. Food was good and rooms were clean. My conversation with the manager was good.
December 2, 2013
Rated 5 out of 5 by Joe37 Hotel Staff Great
The hotel staff went above and beyond the call of duty to make this a great stay. Dallas was hit by an ice storm and the staff that were able to make it to work did extra duty to calm anxious travelers. The storm causes a short power outage and the staff never missed a beat. They created a candle lit dinner for my small conference group. They were creative and dedicated to completing whatever task they faced and they were upbeat and friendly.
December 8, 2013
Rated 4 out of 5 by MirandaKay31 Hotel Staff
I just wanted to write to tell you how impressed I was with some of your staff. I was there for the Core Training and many of us got to the hotel early. Though the rooms weren't ready Jaclyn was kind, patient and pleasant to everyone. Even the frustrated guests that weren't very understanding. Also Lynn was very pleasant and helpful anytime I had a question. There were other staff members that I wish I would have gotten there names that made a great impression on me as well. One of the janitors, a man that was working on Sat morning was extremely cordial and I heard three other ladies complementing him as well. All three shuttle drivers I had were very nice too. Thank you so much for your emphasis on customer service. It was much appreciated!!
August 26, 2013
Rated 3 out of 5 by Nita82 Average Stay
The hotel was clean and the staff very friendly and helpful. A guy named Oscar was great!! I was a little disappointed with the decor of the hotel and hotel room. It was an excellent place for conferences. The meeting rooms were spacious and comfortable. The layout was great as well as the parking. I loved that there was an entrance close to the meeting rooms where we could park close by.
I also loved that we could access the WiFi for free and stay connected to work and home.
The only complaint that I have is that the rooms did not have a refrigerator. When you have a conference over several days and children are involved, you diffidently need a refrigerator. A small one would be great. I would recommend the hotel if you added a refrigerator.
June 30, 2013
Rated 4 out of 5 by kornpop Very nice Hotel
My wife and I stayed here for a clown convention this week. It is a very nice hotel with excellent staff. The bed is very comfortable and cozy. The TV's are big and just like the ones at home. We had a room with a view of the airport and it was nice watching the planes land and take off.
We attended an evening banquet and a breakfast meeting while there and the food was good. The only negative I have is there is only one restaurant within walking distance and it is a Dennys....
Overall a great hotel and we will stay there again.
August 5, 2013
Rated 3 out of 5 by Campos64 Not what we expected
My husband and I came up for the weekend for our anniversary, expected to stay at a four star review hotel but it was less than expected. The hotel had all the amenities of a four star but lacks the quality. The room was cramp. Furniture in room and wood work in elevator were worn. The "heavenly" bed was not at all heavenly due to the scratchy sheets and the over powering smell of bleach. Bath towels were also crunchy and cheap one ply toilet paper. The carpet on our floor needed some attention, looks like they haven't vacuumed in a few days. This hotel lacks attention to details. We came in expecting more but was disappointed. We booked through Hotwire and received a really good rate, I would not pay their regular rate. Overall it was fair for what we paid.
September 10, 2012
Rated 1 out of 5 by GreenBay123 Unhappy Stay at Westin
I am a frequent Westin customer. Out of all the Westins I have stayed out, this was the worst. Only one elevator was in operation all weekend, the staff was unresponsive and not attentitive. Was not a good experience. I stayed on the Preferred SPG floor due to my status and rooms were outdated.
December 17, 2013
Rated 2 out of 5 by DR66 This hotel is over-priced!
I was very disappointed in my stay. I was in Irving for the entire week and rented a suite room. The room was furnished with a fridge and coffee pot, but there was no microwave. The evening meal in the restaurant was good but the drinks were overpriced. The breakfast buffet was overpriced and not appealing. There appeared to be items that were day(s) old (bacon, rolls). The price of the breakfast buffet was outrageous! The swimming pool was not clean and looked unsanitary. The hot tub was out of service.
June 24, 2013
Rated 5 out of 5 by Neshehan The Westin Brand means quality!
Always happy to provide feedback. However, when taking the time to do so results in positive changes, truly a great sign of quality in every respect! Thanks to all for such a positive experience this past weekend. Our team won, drinks were prepared at the table and all aspects of our stay was indeed, stellar! Thanks also to Chafee and Tim for treating us as always like family. You just cannot go wrong when breakfast and dinner is a personal experience. Staff made the difference!
September 30, 2013
Rated 3 out of 5 by Neshehan What a difference a season makes
After staying at this hotel for several years and rating it outstanding each time i stayed, I am dissipointed to say, I was dissipointed for the first time ever. What can I say? I expect more from the Westin brand; plastic martini glasses? A buffet with bring the check only mentality and employees so confounded over it all they confide in regulars like myself to say, HELP! Well, I agree, help is indeed needed! Regardless, the new GM better get their arms around this or fans like myself are going to start scratching their head over, "if it wasn't broken what was there to fix"! Look forward to the suites getting sun screens replaced, broken dresser doors being repaired and cloth napkins returning to the breakfast dining room. I expect more from the Westin brand and SPG for sure! See you in two weeks.
September 9, 2013
Rated 4 out of 5 by FreqentDFWTraveler Best DFW Airport Hotel
I travel to the Dallas area for both personal and business reasons and choose the Westin DFW on a regular basis. It is one of the few Starwood properties where Platinum Members actually benefit from their elite status. The Staff at this hotel is very accommodating but I am most impressed with the competence and friendliness of the Concierge staff who ensure guests' needs are taken care of quickly and efficiently. This hotel is, without a doubt, the best choice for anyone flying in or out of DFW.
December 29, 2011
Rated 5 out of 5 by Shadow25 Great Stay
The hotel had some issues with the elevators however they made every possible effort to accommodate the guest that were staying there.
December 16, 2013
Rated 4 out of 5 by Sneezy Great team work from staff
I was here for a meeting. The staff was very professional, kind, and worked extremely well together. Any requests which were made were passed on to all shifts and departments involved. From FD, to F&B to CSM all super! We knew we could rely on them all! The only problem we had was with the building itself... the heat didn't work in 2 of our meeting rooms and one guest room had no hot water from the sink tap. Everyone went out of their way to make sure we had a successful meeting. THANKS!
March 3, 2013
Rated 5 out of 5 by rimmf Excellent Staff
Best staff ever. Accommodating and friendsly.
May 21, 2012
Rated 5 out of 5 by expert ice storm experience
one of the better meeting hotels for its size.
Staff did best to keep everyone accomodated during the ice storm. Short staffed so restaurant and other parts of the operations were challenged. But it was fine for the circumstances.
December 8, 2013
Rated 5 out of 5 by JSLA DFW
This is a great hotel that is centrally located.
The room and surrounding areas were quiet. The work out facility - gym and pool are top notch along with a great view. The bar was a great place to unwind and enjoy a beverage and watch sports and mingle. The service was excellent, check-in, check-out, at the bar restaurant and room service! Thanks again! You hotel is the one I will be booking again the next time I am in DFW area.
October 24, 2013
Rated 5 out of 5 by bigcvman Awesome staff with very flexible attitude
I was stuck in Dallas due to weather and flight cancellation. I found the Westin team to be very flexible to accommodate guests with unknown travel plans. Service was all around excellent
December 11, 2013
Rated 4 out of 5 by dave682 great hotel for area.
very convenient to airport and area shopping.
December 17, 2013
Rated 3 out of 5 by Lackofservice Bg
This hotel was a great place; however, it lacked in the area of service i.e. arrived late night - toilet ran most the night - advised next morning - no service provided - went back - sent someone to repair - left note saying it was fixed - no luck - tolerated it all week-end - unwarranted wake-up call came at 6AM every morning - requested it be cleared - never happened - bar tender on saturday night appeared under the influence - never received service-
September 16, 2013
Rated 2 out of 5 by Lpencek Disappointed
I chose a Westin as it is usually reliable. This one has much to be desired. the entire right bank elevators were out of operation. So getting up and down to and from the room was a chore. I checked in late and was hungry so was happy they hotel had a restaurant . Mistake I should have ordered room service. I was seated by the hostess , the hostess took my order, someone else carried my order out very much later, I seemed to be invisible to the full tables around me where waiters and waitresses were buzzing around the other parties. As other guests were reaching for a bread basket I had none , nor did I have a drink at this point , I stopped a waitress asked for bread and again was forgotten, forty minutes later I stopped another waiter and asked and this time it appeared along with my meal that took a very long time . by this time my glass of seltzer was empty, my glass of wine, empty .. no one asking me if I needed anything else everyone walking by as if I was not sitting there. I finished my meal without anyone ever stopping by my table I had to track someone down to pay the bill I could have gotten up walked out and no one would have known I didn't pay the bill. VERY VERY VERY disappointing. Next morning room service, toast,, not toast at all.. was more like a warm piece of bread..
December 18, 2013
Rated 4 out of 5 by ERenee Nice Hotel, Unresponsive Staff
I am a platinum Starwood member, and always prefer Starwood hotels above any other chain. The DFW Airport Westin was beautiful, but I was disappointed in the lack of response to my requests for help in dealing with a late charge posted to my account. On Thursday (3/7) I spoke with a gentleman at the front desk who informed me that he couldn't help me, but gave me a card to contact the accounting department. I did call the accounting department on Friday (3/8), and spoke to an individual named Marta, who also told me she couldn't help me, but would have her boss call me back. I never received a call back. I realize that everyone has many responsibilities during the day, and things can get lost. However, as a Platinum member and a die-hard supporter of Starwood, I don't like feeling as though I have to beg for help.
March 10, 2013
Rated 4 out of 5 by JJF53 OVER THE TOP SERVICE
I am a high volume traveler, book my own reservations, and use Starwood Hotels as my primary chain. this trip I arrived at the hotel to find out I had failed to make an on-line reservation for the trip and the hotel was sold out. The staff ended up putting me up in the only room available the Presidential Suite at a higher rate than I would have paid but I excepted that as I needed a room for the evening.
A few minutes later two of the staff tracked me down in having dinner, informed me that because of my status and corporate rates, they were reducing my rate down to a manageable level. Also provided me a breakfast coupon.
in addition, the restaurant staff was excellent, very polite and food was better than average for an airport hotel.
I will always now stay at this hotel even if the location is not the most convenient.
May 2, 2013
Rated 4 out of 5 by Ronk77 Great hotel / poor restaurant
The hotel staff and facilities were top notch, comfortable and clean. The staff was especially friendly and helpful. The restaurant however was extremely slow (took over an hour to get our lunch after ordering basic food like lunch salad, soup and sandwich). The food was average quality at best except the brisket sandwich. Don't bother with that one unless you like tiny dried out beef chips smothered in BBQ sauce.
October 14, 2013
Rated 4 out of 5 by SD94 Price of Box Lunch was outragous!
Stayed three nights recently for a company convention. The meeting rooms were the correct size for the group and were just fine. The one dinner we had was good and had large portions. I would consider the price only a little high at $50.00. (which included 18% tip and service charge.) However, our group is still talking about our $30.00 box lunch. This included choice of sandwich (I had a turkey roll up.), small potato salad, small cole slaw, a cookie, and a drink. The equivalent (or even better) at a chain sub shop would be under $8.00. (Bringing outside food was not allowed.) I understand hotel mark-ups, but there should be a value associated with the price. A box lunch should not be $30.00. I would stay at this hotel for their rooms and service, but would not recommend reserving meeting rooms if you require food on site.
June 18, 2012