Rated 2 out of 5 by Bardcom Stopped up toilet and incompetent restaurant staff
Normally the Westin Stonebriar gets 5 stars from me. Our previous stays have been very nice. But this past weekend it was terrible and frankly - very surprising and unfortunate.
The toilet in our room was not operating properly on Friday, but it would flush after 5 or 6 tries - so we didn't report the problem. My fault - obviously. On Saturday the toilet was still acting up, but would flush - again after numerous tries. But in Sunday morning the toilet was a no-go, which obviously was not pleasant. Since we were checking out, we chose to wait and tell the front desk when we left. We did and they were so generous that they knocked $30 (my bar bill) off our $600+ bill. Thanks a lot. I'd prefer having a working toilet.
As for the restaurant - when your hotel is at 99% capacity, someone might want to call in more staff. And the manager - if that's what he is called - needs to be retrained and maybe transferred to the maintenance department. Four of us arrive for breakfast on Sunday morning and there's only 1 couple in front of us. We wait as they looked for a clean table. Apparently no one knows how to bus tables or cares to. The manager starts walking along the line that had grown behind us - we are now at the front of the line - and then he starts calling names and finding tables for people behind us. He never took our name, but we never thought about it since we were at the FRONT of the line. After 4 groups were seated in front of us - I told the manager his restaurant was the worst restaurant in the Westin chain - at least among the many I've stayed at over the years. Suddenly he found us a table - probably because I was about to organize those waiting and take everyone to McDonald's up the road.
I always stay at this Westin hotel every year when I'm at the Jimmy Buffett concert and I usually stay at Starwood hotels if available when in other cities. We all spend an obscene amount of money on the concert and hotels and I do expect to have adequate service for food and the toilet.
If the hotel manager will send me a bill for the $30 his checkout staff so gratuitously knocked off my bill - I would like to pay it so we are all square. $30? Really? (SPG #519529533) You can look up the address. But don't ask tour restaurant manager to help.
Then I and my friends will find another hotel for next year. As you can see - I am very disappointed.
Yes, this is long - but necessary.
June 22, 2014
Rated 5 out of 5 by Tim7429 First Impressions
This hotel's staff are truly focused on making sure the customers needs are met and their stay is as comfortable as possible.
March 13, 2013
Rated 5 out of 5 by WillieB Repeat Customer
Every time we come down to the Dallas/Frisco area, we make it a point to stay at the Stonebriar Westin. Nothing else like it.
January 14, 2013
Rated 4 out of 5 by Longball22 Great Experience. Great Service. Great Hotel
Overall this was an excellent experience. Our room was definitely above the norm and the bathrooms were very nice and large.
February 26, 2013
Rated 5 out of 5 by Grace Great restaurant and amazing pool
I loved our overall stay. And appreciate you all. The food in the restaurant was DELICIOUS! My husband loved his burger.
February 22, 2013
Rated 5 out of 5 by Vala Excellent service
Staff is very polite and friendly. The room was comfortable and clean. The food was wonderful. I love the Westin Hotel!
May 6, 2013
Rated 4 out of 5 by Carl3138 My Stay
It was my first time at your location and was a great experience. I was with a huge group and we all had a good time.
September 30, 2013
Rated 4 out of 5 by MM14 Good Location
Overall the hotel is a good value. The food is good, but not great; however, the speed on room service is excellent.
February 27, 2013
Rated 5 out of 5 by Bizbiz Best Amenities
One of the best hotel experiences I've had during business travel in years! The staff provided everything I needed!
February 8, 2013
Rated 5 out of 5 by Guest1777 Amazing hotel
Such a clean and elegant facility, beautiful golf course right out back, will be staying here again!
May 13, 2013
Rated 5 out of 5 by Stan Great Expience
We felt welcome and cared for from the time we were welcomed at the door untill we had to leave.
May 13, 2013
Rated 5 out of 5 by longviewmom Awesome pool
The staff was helpful, the room was great, and the waterslide at the pool is awesome for kids!
June 24, 2013
Rated 5 out of 5 by January Outstanding Westin
Lovely staff and rooms. Convenient shuttle to get you around. Nice pool for exercising.
June 11, 2012
Rated 5 out of 5 by Redsfromphilly Stonebriar
The hotel was very comfortable. Food was wonderful, staff was friendly and effiecient.
December 19, 2012
Rated 5 out of 5 by Babco great hotel
staff met our needs. Staff was easy to work with. rooms wee comfortable
November 8, 2012
Rated 5 out of 5 by TomDS Great staff and facilities
Excellent gym. Staff friendly and very helpful
February 2, 2014
Rated 5 out of 5 by Sam58 Superb accommadations
Always enjoy staying at the Westin. It is an outstanding hotel.
August 15, 2012
Rated 5 out of 5 by Bean Beautiful hotel
The Stonebriar is a beautiful hotel and the staff is wonderful.
March 11, 2013
Rated 5 out of 5 by sirelton amazing staff
From the moment we pulled up, the staff was warm and helpful.
December 19, 2012
Rated 5 out of 5 by Unclebob Service 5 star
Top ten I have ever seen
Staff is the key keep coming back .
May 17, 2013
Rated 4 out of 5 by JLHarris Always a great stay at Westin Stonebriar
The Westin seldom disappoints and Stonebriar was very nice.
January 3, 2013
Rated 4 out of 5 by charlie331 average
Not sure what the fuss is all about.....average westin....
October 12, 2012
Rated 5 out of 5 by Chopper66 Best Room Ever
Exec Suite #3029 was so big you could play hide and seek.
January 5, 2013
Rated 5 out of 5 by Yuan Excellent experience
I will choose it again ! Thanks for Miss Sherry's help !
May 17, 2012
Rated 5 out of 5 by hawkeyestate Wonderful stay
The staff, food and room all surpassed my expectations.
May 15, 2013
Rated 4 out of 5 by sleepy101 thin walls
The only quiet hours were between three and six am.
August 1, 2012
Rated 4 out of 5 by Fer53 Great features
Excellent hotel services and personnel very helpful
January 26, 2013
Rated 5 out of 5 by ra52 beautiful motel
excellent service and felt like being at home
August 3, 2012
Rated 5 out of 5 by ac00l great hotel
very nice hotel - would strongly recommend
October 21, 2012
Rated 5 out of 5 by prettybeth the hotel stay
This hotel was great l, met all our needs
October 2, 2012