Rated 1 out of 5 by ExtremelyUnhappy Poor Customer Service
For the most part, employees are courteous. However, verbally abusing guests is tolerated by the general manager.
July 28, 2014
Rated 3 out of 5 by Mary109 Would have been great but....
I reserved a handicapped accessible room four weeks in advance but at check in I was given a standard room and told that no accessible rooms were available. Using the shower and toilet were difficult. Staff was apologetic and compensated with no charge for the room that night. If I had received the room I reserved, this would have been a great review. What happened to my reservation?
July 28, 2014
Rated 5 out of 5 by chogan daleou
The Manager at the Stonbrier is a supper nice man. We thank you so very much !
July 28, 2014
Rated 4 out of 5 by Jewels16 This hotel looks very relaxings
Hotel and service was very good. Room was very nice looking and clean. Only complaint I have is that, the pool closes very early to be a resort. You would think that in the summer, the pool hours would be late. Everything seems to shut down at 10:00pm. There is also no spa and sauna but, if you are a golfer, this is the place for you.
July 28, 2014
Rated 5 out of 5 by Kerrybear Great Overral Experience!
We recently had a 3 day business event at the Westin Stonebriar that included meals, lodging, and the use of 4 conference rooms. The staff was consistently on top of our various needs, even last minute changes. Our guests were comfortable in their rooms, and the food was delicious. Even the Legacy Grill proved to be a great haven for our leaders to unwind after a full day of meetings. One leader decided to forgo the heat and stay in the hotel to treat her team to dinner! Now that says something! Personally, I hate sleeping in hotels - but this was a great experience. Comfy bed, awesome bathroom facilities, shower that was the envy of my own home, and the within seconds reach of hotel staff taking care of me. Loved the experience - and looking forward to another.
July 26, 2014
Rated 5 out of 5 by karla08 Great hotel, wonderful staff
We always stay at the Stonebriar when in the Dallas area. Friendly staff, nice rooms.
July 22, 2014
Rated 4 out of 5 by RetiredCouple54 Excellent staff and facility
Every person on staff went above and beyond to be cordial, helpful, and friendly. Hotel was beyond excellent. Only complaint was the 20% surcharge on *every* food or drink item, not just room service which is normal, but get a desert and coffee at restaurant? add 20%... get a drink at the bar? add 20%. Get a snack or drink at the pool? add 20%. Really no big deal, just say the drink is $12 rather than the $10 listed price, and add tax only. Never encountered this at other 5 star hotels, which it would be, absent all the surcharges.
July 21, 2014
Rated 5 out of 5 by Darcoop Excellent Property
Great hotel with wonderful amenities.
We were there on a very busy weekend. Pool is great.
Had breakfast each day and that is wonderful way to start the day.
July 14, 2014
Rated 5 out of 5 by Joursay Safe and Luxery
We were there for a tournament and had our kids. The kids had fun were safe and staff was very attentive. Area very clean and beautiful.
July 9, 2014
Rated 4 out of 5 by Alli17 Our 3rd time staying here
We've stayed here 3 times now, and we've loved it every time. The first time was a happy accident, but ever since, we've stayed here because of the pool/waterslide/waterfall combo that my kids love. We can (and have) spent all day at the pool itself. However, this year was a disappointment in that department. The waterslide was only open for 1 DAY (4th of July), and the other days was blocked off and not running. My kids were very disappointed; this is their favorite part of the trip and the hotel. We asked the staff why it wasn't open, and we were repeatedly told "we have to wait for the lifeguard to show up". Well, she was only there 1 out of the 6 days we were at the hotel. If you're going to have a waterslide, and you require a lifeguard to run it, then hire a full-time lifeguard! Otherwise, it's just torture for the kids (and the parents who have to answer the "why isn't the waterslide open?" question a million times a day).
Also, it would be nice to have a specific kids' channel like Disney Jr. or Nick Jr. on your channel lineup. You have a Disney Jr. in SPANISH, but not one in English.
The staff is wonderful, and very helpful in anything we needed. The rooms are nice and roomy.
We would like to stay here again, but only if the waterslide situation is worked out; the annoyance of that with my kids isn't worth repeating.
July 8, 2014
Rated 4 out of 5 by vgriggs Stonebriar over the 4th
Stonebriar was great for a Parent's Night Away. Only two complaints - I didn't like the pillows but my fault for not asking for another style and the breakfast buffet was a little basic for the cost.
July 7, 2014
Rated 5 out of 5 by MikeC66 Our 10th + stay
Our stay at the Westin Stonebriar has always been an enjoyable experience for our family. We've made it a tradition to spend the July 4th holiday at Stonebriar ejoying their pool and fireworks display. We have always recieved excellent service from the staff especially from Jean D. (the Complex Director for the front office). He has provided superior service to us and is a huge asset to your hotel. Starwood needs to take notice of this gentleman..
July 5, 2014
Rated 5 out of 5 by Jag66 Staff Professionalism
We experienced excellent service from the front desk, bellman, bar, and grill. Our room wasn't ready when we arrived. The bellman put our luggage in storage. Front Desk staff member came to the bar area with our keys and told us Josh had taken our luggage to the room. This made our check in stress free. Our Bellman's assistance made our departure easy.
July 2, 2014
Rated 5 out of 5 by Slagan Excellent staff providing a wonderful experience.
From the moment your arrive, you are greeted by the valet Nelson, one of the most professional individuals I have met. Although the property was fully booked, John took the time to assist me. He even managed to find us a nice cozy table in the corner of Ernie's. John truly went well above the expected level of service. We were served by Brittany, who was polite and courteous. As we left, Farhan assisted with my final needs. These individuals are to be commended for their work ethic. It is apparent John provides brilliant leadership.
July 1, 2014
Rated 5 out of 5 by Mancave55 Happy again
Awesome stay , as I have come to expect
June 30, 2014
Rated 5 out of 5 by Mancave55 Great Stay
As usuall, it exceeded my expectations
June 30, 2014
Rated 4 out of 5 by Phil5050 Outdated Room
Room seemed outdated for a Westin. No make up mirror, TV small and slow. Shower had low water pressure.
June 30, 2014
Rated 5 out of 5 by OKCgirls Our Third Stay
The pool is so fun, bed comfy and the view off the back patio is great.
June 30, 2014
Rated 4 out of 5 by gypsy22 VP, Corporate Events
Great Service all around.
June 30, 2014
Rated 5 out of 5 by Binski837 Our Weekend Getaway
My husband and I needed a weekend getaway to relax. We chose the Westin in Stonebriar for it's authentic Texas decor and beautiful property (wooded area, colorful landscape, golf couse, unique pool design). We had a wonderful time, stayed in a newly renovated room overlooking the pool. I would highly recommend staying at this Westin.
June 30, 2014
Rated 3 out of 5 by Eloe Horrible weekend
This hotel was too far out from Dallas. It was difficult to get around. The service was not the best and most of the staff were rude
June 30, 2014
Rated 5 out of 5 by Andy10 Excellent Staff and Facilities
I've stayed at this property for over a hundred nights in the past two years. The staff has been the best part by a mile. Everyone from the front desk, the valets, and the food+beverage team have been outgoing and accomodating.
The rooms are in the process of being remodeled and having stayed in a remodeled room, it's spacious and well thought out.
The guest facilities are also on the better end for the SPG properties I've stayed at. The gym is huge with new equipment, there is a large swimming pool, and also a golf course available.
All in all, it's been a great experience staying at this Westin. Would highly recommend.
June 27, 2014
Rated 3 out of 5 by airline Average hotel with great staff
We had a minor problem with the room and the staff promptly solved or problem and then made some adjustments to the bill.
June 25, 2014
Rated 5 out of 5 by EarnestT1 my take
Great facilities, excellent staff, very nice relaxing stay!
June 24, 2014
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 3 out of 5 by disappointedtwice 2nd stay at stonebriar
it's my second stay at the hotel and i still was not satisfied with the service...i wasn't given a bath soap everyday...it appeared that the hotel was trying to save on it...this happened on both my stay at the hotel...i know that they are promoting it to be a green hotel but the hotel is doing it at the expense of the guest's convenience...one thin body soap is just enough for one use and the hotel should have at least provided one bar per day for the room...i was the only occupant in the room...can you imagine what it be like if you stayed with your family there?...aside from this, it does not appear that the people maintaining the room ever try to turn on the tap to make sure that the tub is not clogged...the tub in my room does not drain well even without using the shower...i had to turn off the shower every so often for the water to drain first...
June 21, 2014
Rated 5 out of 5 by MIHomeSeller Excellent Service
I stayed at your hotel for two nights while I attended a conference. Although I traveled alone, I felt very supported by your staff who were always friendly and willing to answer my questions and help. I would definitely stay again! Many thanks to Spencer, who shuttled me back and forth to the mall
June 21, 2014
Rated 4 out of 5 by Indigo1 Wedding weekend
Thank you to all the staff at the Westin. Especially Bret at the front desk. Every single employee at this hotel goes above and beyond. From the valet,front desk, manager at Ernies bar,staff at pool etc.Very nice hotel. I only had 1 complaint/concern and that was dealt with immediately by Bret. Rooms were nice. Spacious bathrooms. GREAT rain shower heads in shower. Definetly would go back when in the area.
June 17, 2014
Rated 5 out of 5 by BrownieLady Outstanding service
My thoughts are: it starts at the top! The general manager (Craig) was everywhere. In a suit, he was passing out water at the pool, holding the door at the entrance, at the front desk just saying hello. WOW, I was impressed.
The bellmen/valet were very helpful and friendly. Spenser was there holding the door, carrying your luggage down the stairs, offering assistance every way he could.
I would highly recommend this hotel!!!!
June 16, 2014
Rated 5 out of 5 by levin Texas style hospitality !
From the moment we were greeted to the moment we left we felt special . Very attentive and friendly staff at front desk and throughout hotel . Property is kept at highest standards. Very green grounds . Food was excellent . The best hotel in North Dallas ! Next time we come to Dallas , this Westin will be our 1st choice. It was only 15 minutes away from downtown , very quiet and peaceful area . Plenty of good restaurants in close vicinity. A+ stay .
June 3, 2014