Rated 2 out of 5 OK hotel, bad customer service
I booked this hotel through an online source. We booked 2.5 in advanced. I called to request a double bed and was told OK. I callled again the week before to confirm and was told that yes, request noted. When I got there, the night staff person told me that there were no double rooms available. That I shouldn't have been promised a double room. I understand if one person had said yes to me, but TWO people confirmed that my request had been taken into consideration.
Also I had called to let someone know about a late check in, twice. I was on hold for 17 minutes to confirm my late check in. when I got there, he said to me that I was lucky to have gotten a roo., despite my call for a late check in.
I have stayed at different Westin hotels and can honestly say that I am not satisfied. This room was cleaner than the last one, but the staff was just as rude. The beds were hard and the roll away beds wetent very comfortable. I will not be staying at another Westin unless I have no other choice!
March 24, 2015
Rated 2 out of 5 by jazzydf Hair Alert
I had a lot of hair in my bed and in a bath towel. Looks like someone prior may have cut their hair. We did not notice it until we had already laid in it and it grossed me out. The only reason I'm giving 2 stars is because the front desk did address the issue and moved our room and comped a night. However we moved rooms at 6am because I did not want to lay in that bed again. By the time we moved there was no reason to go back to sleep. Therefore, my day was very long. I'm just glad not to have caught anything from the hair.
March 17, 2015
Rated 1 out of 5 by GCOK Not Gold Friendly
Worst Starwood stay ever. I had the displeasure of being checked in by Michael Traux who was continually distracted by the buzzing of his new Iphone 6+. I can only wish he was as attentive to my needs as his new toy. When I asked about upgraded accommodations he indicated there were none. I asked if I could have access to the lounge. He repeatedly told me this was reserved for platinum members only. Maybe so but I have always been allowed access in lieu of an upgrade. I earn 250K+ Starwood points a year; 23 Stays YTD and 39 Nights YTD. Nice customer service Michael. Review posted on every travel site I could think of; last stay here.
November 3, 2014
Rated 5 out of 5 by Mike1362 What a great experience!
The staff and the experience was amazing!
February 24, 2015
Rated 3 out of 5 by FrequentTraveller12 Uneven hotel experience
Upon check-in, I was recognized as a Platinum member. However, I was given no upgrade nor was I even placed on a SPG floor. Other than asking what I wanted for my amenity, there was no other discussion of any benefits. When I asked about the lounge, the woman checking me in said 10am-9pm. I was confused and asked her what lounge this was. She said those were the mall hours. Clearly she wasn't listening to me and she didn't even tell me what floor the lounge was on.
The room was fine, but the bathroom area was very small. Also, the robe in the room was missing and you can definitely hear your neighbors slamming their doors.
The shining light on this property is Anna in the executive lounge. She's incredibly friendly, funny and helpful. We had a 2 hour blackout in the hotel one night. She kept us entertained and our wine glasses full while we were sitting in the dark.
February 17, 2015
Rated 5 out of 5 by RoadWarrior6734 World-class experience
From the friendly and helpful front desk staff, to the spotless room, and the comfortable conference faciltiies, my entire experience was truly world-class. The Westin team didn't miss a beat
February 20, 2015
Rated 5 out of 5 by TheAnswers Five Gold Star Experience
This is the third property that my wife and I have stayed at in the past three years. Outstanding treatment throughout.
February 17, 2015
Rated 1 out of 5 by Dixie2000 SPG recognition?
We checked in to the Westin at the Galleria in Dallas on Monday 5 Jan. My wife asked for a possible room upgrade because of our Gold status. She was told that no rooms were available. After showing the staff rooms were available on the internet she was then told that upgrades were only available for an additional fee. That is not an upgrade! That is paying for a more expensive room. When we pressed the staff on what the benefits showed on the internet we were told upgrades were only for Platinum members. After a call to the SPG they agreed with us and called the hotel and talked to Jessica Weisel , the night manager. The first person at SPG told us the manager has refused to upgrade because we didn’t understand the rules. We were changed to someone at the Corporate SPG and they also agreed with us. Another call to the manager was met with the same result. The Corporate SPG person said there was nothing she could do if Jessica refused. We have stayed at this hotel many times over the past 15 years and NEVER had a problem until encountering Jessica Weisel. I feel let down by SPG and am angry at the rudeness of Jessica Weisel. I will have trouble ever giving the Westin my business again. As you can see on many internet sites this is not an isolated event for us. Look a couple of reviews ago.
January 7, 2015