Rated 2 out of 5 by SPGLoyal Not Up to Par
The only positive thing about this W is the great location. It's walking distance to many venues nearby. As a loyal Starwood customer, I am extremely disappointed with the quality of the hotel room at W Dallas. The room decor felt cheap, and the bathroom & shower area is no better than a motel. There is not a comforter in bed, but only a thin bed cover, so it's very uncomfortable. Staff service was standard just like all Starwood hotels, with nothing extraordinary. The girl at check-out was rude and very cold. I guess it was too much for her to smile or even say good morning. It is awful to start a brand new day with someone so unpleasant.
May 20, 2013
Rated 1 out of 5 by MgM2 Unsatisfactory
The bathroom setup is unacceptable. There is no division between the hall door and bathroom and that is just one of the things. Their beds are like rocks, and I like hard beds. Their coffee is terrible. It is noisy in the room from the outside. The staff tried to do the best they could. They were nice and friendly. The room service was extremely fast.
January 19, 2015
Rated 1 out of 5 by January STOLEN COTTON BOWL TICKETS
I'm an avid business traveler and stay at a Starwood property at least twice a month. Last Friday, January 6, was the first time I stayed at the Dallas W. Flew in for the Cotton Bowl. My tickets for the game were hand delivered to the hotel Thursday by a colleague, because she'd had problems in the past with clients not receiving items dropped off at the Dallas W, and wanted to assure me the tickets were there. Upon arrival, I was so excited for the game that I checked in and went directly to my room to get ready for the game. Remembering I needed to pick up my tickets, I called down to the front desk. They said "we'll send the package right up." I jumped in the shower but when I got out still no tickets. So I called down to the front desk and they said "let us check on where the package is and call you back." Ten minutes later, I called back again and the same thing happened. After three phone calls and no package, I walked down to the front desk and was told there was no package. I immediately got my colleague on the phone, and she spoke directly with the manager to explain the situation and the level of service that happened then was frightening. Never in my lifetime of staying as W hotels, have I ever witnessed a staff that was so unwilling to help. Not one sorry was offered up. No solutions to get/find my tickets. Just a "they're not in the back." Finally, the night crew arrived so I was able to speak to a woman who said she received a package the night before. She actually said, "I received tickets last night" and then said, "Well, I don't know if they were tickets but there was an envelope." Long story short, the W hotel agreed to reimburse me for face value of the tickets. Today, I'm still working to resolve the situation because they want to give me a gift certificate to their hotel instead of cash. As a gold member of Starwood and a frequent business traveler to Dallas, I'm ashamed for the W hotel. This is no way to treat any guest.
January 12, 2012
Rated 4 out of 5 by Vincos In a City of Superlatives...Just OK
OVERALL IMPRESSION: Just a few months since our stay but both my partner and I are having difficulty recalling anything special about this property. That would be expected and understandable in a run-of-the-mill convention or airport hotel but for a W - in which even the ordinary is promised and expected to be extraordinary - it is a grave problem.
SPG RECOGNITION: Could really stand improvement. Initially no upgrade but moved to a Suite after the first night. Despite contact from my Starwood Ambassador, advance prep and special requests were not heeded. No in-room amenity. No recognition of status in interactions with staff…not even the standard “thank you for your loyalty” at check-in.
THE ROOM: Attractive and even a little whimsical but soon ready for a refresh.
LOCATION: Virtually connected to the American Airlines Center and within walking distance of nearly all important downtown sights.
EXCEEDED EXPECTATIONS: We are very design-conscious and this W stands with one truly beautiful space - the striking Living Room. We also loved the touches of ‘cowboy cool’ referential to the property's location in “the Big D.”
DID NOT MEET EXPECTATIONS: I find the practice of some Ws of improvising a grab-and-go breakfast in the bar for their Platinum guests frankly tacky. Why the allowance was quite generous, the offerings and lack of service are inadequate. Take it up a notch and offer a proper breakfast in a proper restaurant space!
ONE THING TO KNOW: The very small pool and even smaller pool deck are, apparently, a major party spot for the local crowd and they pack ‘em in there - especially on weekends. Billed as an Infinity Pool, it was much more like a Petrie Dish! We were there over Labor Day and it was cheek-by-jowl - including MANY children - meaning that paying residential guests were poorly served and staff were overwhelmed…with dirty towels and glassware strewn everywhere. Revenue is revenue but the foremost priority should be creating and maintaining an exceptional atmosphere and well-maintained space for the hotel’s own guests.
January 14, 2015
Rated 3 out of 5 by Hawking It was what I feared
The facility was impressive upon arrival and the staff at the entrance and front desk was very professional.
The room was a bit worn with chipped, water-stained furniture, some debris in the closet and just in need of a refresh.
The icemaker on the floor wasn't working, the hallway was in need of a cleaning and dishes sat outside several rooms for hours.
While I am not grading the hotel on the ambiance, for I was well aware of what I getting into...it is worth noting. This isn't a hotel, it is a nightclub with rooms. The music in the lobby and elevators was too loud and simply overbearing.
The location is very nice, with close access to the AAC and uptown. However, the chaotic, unpolished nature of the hotel will prevent me from visiting again.
March 7, 2012
Rated 2 out of 5 Trendy but Fantastic suite wasn't Fantastic
The fantastic suite wasn't worth what I paid for. Too much empty and unutilized space. Furniture and mirrors were scratche and color of the walls weren't fresh and welcomng, droopy like. The pool has amazing views but wasn't heated per the website which dampened the idea of swimming in freezing cold
water. I was looking forward to swimming. Also there is a massive tub that doesn't have a cold setting. All that would come out was scorching water and it's difficult relaxing without the cold water to lower the temperature.
I have stayed in the fantastic suite at other W Hotels and the best was the DC one. Has a strong sense of being fresh and welcoming.
September 17, 2012
Rated 4 out of 5 by kelbelfel Going the extra mile
So grateful to Grecia for sending us a bottle of champagne and offering a free upgrade when we celebrated our anniversary! This kind of service is why I switched to Starwood properties - and why I'll stay!
January 5, 2015
Rated 2 out of 5 by KLS1215 Big Disappointment!
Booked this hotel through SPG after looking at the description online. Girls weekend getaway. While the rooms were average the pool was a huge disappointment. 75% of the pool area is under cover and there is no where to sit in the sun for the majority of the afternoon. There are limited pool lounge chairs. The pool bar staff is the worst I have ever experienced! They never asked if we wanted anything. Didn't bring the drinks we did manage to order and were completely uninterested in providing "service" to the guests.
May 20, 2012