Rated 5 out of 5 by Zacook Awesome!
Incredible stay! Great service, second to none!
June 2, 2013
Rated 5 out of 5 by Theresa Great Experience
Love the Bliss SPA. great room. will be back.
March 21, 2013
Rated 3 out of 5 by Bairnabroad Not what I expected from a 'W' hotel.
Having been in W hotels many times before in other countries, I was disappointed with the one in Dallas. We had reserved a 'Fabulous' room, with private patio and furniture. One of the sun lounger pads looked like a door mat (or dog bed), didn"t fit the lounger at all and was filthy. When sitting in the room itself, we realised we had a dog next door which had been left alone. It howled and barked repeatedly, My wife started sneezing - she is extremely allergic to animals. However, the 'PAW' policy isn't very visible on the website. Upon asking for an alternative room by telephone, we were left waiting for some time. We eventually returned to reception, where we were relocated with no problem. This 'spectacular' room was finished to a higher standard (but no patio) ie less expensive. But, the bed sheet was ripped, toiletries not replenished when room serviced. Pool area - lacking in sun loungers and 'disco music' WAY TOO LOUD on Saturday afternoon. Impossible to hold any type of conversation. Despite advertising pool deck as 'smoke free', cigarette butts were everywhere and smoking very prevalent. Staff on the whole were helpful and extremely courteous, but that was really the only positive thing about the experience. Very disappointing.
August 12, 2013
Rated 3 out of 5 by baabbzzz This hotel has nice decoration.
The hotel was nice, the room was very nice.
December 27, 2011
Rated 5 out of 5 by Jimmy Amazing
Oustanding hotel with a great vibe.
April 21, 2013
Rated 1 out of 5 by Luke1 Not happy
Overall very disappointed
August 8, 2012
Rated 2 out of 5 by Judy This hotel has a strange ambience
I stayed at this hotel on business and found the ambience to be rather distracting and not conducive to business travelers. Specifically, there is a low-level aroma that is pervasive throughout the hotel I imagine meant to convey some kind of atmosphere. Instead it merely gave me a low-grade headache all weekend. In addition, there are flashing lights that change color everywhere you go on the second floor where the conference room is, and in the elevators accompanied by music that is too loud and annoying. I felt like I was in a disco from the eighties or a Sweet 16 party--even at 7:00 in the morning when I got on the elevator! Too much!! I had to change rooms because I could hear another guest's blaring music, but the hotel immediately took care of the problem. On that note, the staff was very attentive and the food was good in the meeting rooms. The concierge was excellent, and I liked the car they provided to take me to a local museum during my free time. The guest rooms are weirdly designed. The bathroom is open directly to the bedroom and the shower is not enclosed so as soon as you step out of the water you get a blast of artic air on your body. The curtain provided to separate the two room sections reminded me of a hospital curtain and the magnifying mirror build into the main bathroom mirror was too far away to be of any practical use. I have liked other W hotels much better!
March 11, 2013
Rated 5 out of 5 by Reith Best Customer Service in a LONG time!! Thank you!!
I stayed at the W Dallas Victory this week and originally was supposed to be in town 3 nights for business but shortly after I arrived realized I had to leave town the next day. After my first night stay I woke in the morning and called the front desk letting them know I needed to leave that day and they were beyond helpful and did not give me any grief. I simply went to the desk, told them I needed to leave ASAP, they printed my folio and did not even attempt to charge me for the additional 2 nights (even though I was less than 24 hours cancelling).
On my way to the airport I realized I had a very important fedex package that was being sent to the hotel for arrival next day and I would then be in San Francisco. I called the desk and explained the situation to Angelina and she said no problem I will just send it overnight to your San Fran address with nothing to worry about. Of course, when you have something that important you tend to worry but first thing today (the day the package arrived in Dallas) I received an email from Chris saying he sent it overnight fedex to my San Fran address and provided me with a tracking number and a 'have a nice day'.
This is BY FAR some of the best customer service I have recieved in a long time and I can honestly say it goes a long way. I never write reviews but given the over the top service and support everyone at the W Dallas Victory provided me I had to say something.
Thank you all for your tremendous support and especially Angelina and Chris (hope I have the names right). I will be back!
A very happy loyal customer :-)
December 6, 2012
Rated 1 out of 5 by NRobinson1212 OVERALL BAD EXPERIENCE
Booked the Fabulous Suite w/high floor. High floor not available. Front desk person. said that he had a room on the 9th floor that he could put me in. I asked if I could take a look at it first? He tried to downsize me from a suite to a standard room without even telling me. Front desk said that they would contact me each day regarding status. I never heard from them. Remodeled room was awful - no coffee or end tables in living room. Furniture missing from window area. Only one lamp in living room. Chairs & table for LITTLE children (Kindergarten size) sitting near entrance. Empty glasses remained outside my door from Thursday evening until Sunday afternoon. Housekeeping was very in consistent - one day toiletries are in bathrooms, next day none. One day rug and shower mat in master bath is there, next day none. Sunday room was not cleaned until after 7:00pm had to call and request twice. Had to call housekeeping back to room to vacuum and wipe down furniture tops. Did not change bedding in the 4 nights I was there. The lounge bar attempted to charge me $10 on Sunday for the same $8.00 drink each day over the last 4 days. No art work in the room at all.This was my RnR trip.prior to leaving for LAM. No apologies, nothing from staff until I was checking out on Monday.front desk asked how my stay was? I said in a word 'AWFUL'.She was very apologetic and comped one night and said that she would look into the room issue. That clearly the newly remodeled suite was missing furniture for the lack of service and inconsistency. I told her that the best service were the Entry Court valets. VERY, VERY DISAPPOINTED
September 3, 2013
Rated 2 out of 5 by Emerson1 Upgraded to a suite that smelled and roach in the ballroom
So i checked in for a stay in Dallas that was less than 24 hours long for a conference. When i arrived a room was ready and i received my gold welcome amenity. I chose the points. 1st off i was placed ina connecting room. Which is in my profile not to do. 1 minute in the room and unpacking the minibar attendant burst into the room. No knock with beers and sodas in his hand. He asked me if it was OK if he stocked the minibar. When i said yes i mind he continued into the room to try and stock the minibar. I said maybe you didnt understand, but i do mind that you stock my minibar at this point. He then lef the room.....I spoke to Chris the Front Office manager and he was very accomidating. I had to go back t my office so i stored my bag and he mentioned he would wait for me to return (after his shift) to make sure he took care of me. He was still there when i returned. Chris upgraded me to 1101 which was a very nice suite....except for one thing. It smelled like sewage. It was likely that this room had not been used in a long time and the drain line had dried out. Well when this happens it allows the smell from the drain lines to creep into the room. you should have your room stylist take a look fr this or have your engineering team just run the water to make sure the traps always remain full to avoid this in the future.....At this point was done going back to the front desk to complain and just wanted my stay to be over and get home....The conference was fine, except for the roach running around on the curtains in the ballroom. I have a photo if you are interested. Made me not really want to eat the food you were serving buffet style. Just never know if the critters got i the food too.
March 8, 2013
Rated 3 out of 5 by Againmakingthismyproblem Almost...in all areas, but not there in any
W Hotels need to get it together. They expect you to pay a premium price, but they miss on so many things, it is disappointing. The idea is good. The aesthetics are great, but if you scratch the surface just a little, the brand falls apart. This is not really a luxury brand, it is a wanna-be brand who misses all the details. It IS NOT for the frequent or discerning traveler. More appropriate for the casual weekend party crew.
Here is my a summary of my recent experience at the W Victory in Dallas.
1) Valet guys are excellent, polite, prompt, and always ask if you need directions or anything else. They also always make a point to pull all the valet tabs off your keys and out of your car when you leave. This is getting the details right.
2) Front desk staff. On check-in they were polite, prompt, and allowed me to check-in very early since my room was ready. All good things.
3) Bar staff. Howard is great. Personal without being too familiar and prompt to give attention. Great asset in a bartender/manager.
4) Housekeeping. I accidentally left my "do not Disturb" sign on the room and once I returned to my room, they promptly came and cleaned the room very well. They were polite, prompt, and did a nice job.
1) Rooms: They just don't make sense. From the lack of ventilation in both bathrooms (gross - I was in a suite. 720) to the lack of overlap on the curtains and the shinning sign from the AAC keeping you awake all night, they just are not built for comfort.
Further, mine had living room furniture. I saw price tags on a table and lamp still. How tacky and without any attention to detail.
720 also has a cabinet under the tv. It is a heavy piece of loose plywood. It fell on my toe when I was looking for power outlets. This would have really hurt a toddler.
There are not enough power outlets...particularly in the living space.
The TV was missing major channels and some of the most watched channels had volume and sound issues. When I called the front desk, there was no resolution or follow-up.
The minibar might have been great, but no one ever offered me a key. It was inaccessible to me.
My alarm was not reset when the prior guest left. I received a 5 am wake-up call on my first morning in the hotel. Welcome to the W.
So the bar is lovely to look at. Yet they were out of the wine I ordered (by the bottle). The manager said she would go to the back and find me something similar. She came back 10 minutes later (do you know how long 10 minutes is sitting at a bar with no drink?) with a mini-bottle that cost more than the full bottle I ordered.
She then proceeded to attempt to upgrade me to bottles where the price point was more than double the original bottle I ordered. (the bottle was Emeritus $85 -- so not cheap).
I finally just ordered the house wine. I received it by the bottle and realized the wrong year was represented on the menu. When I asked why they were misrepresenting their wine I was told it was a typo. As a sommelier, there is no such thing as a wine typo. This is simply unacceptable boring on grotesque.
3) Front Desk
I had two different reservations. Although being told I would "definitely" not have to move rooms, the front desk attempted to make me move after my first two nights. I declined and they finally solved my problem. They then made me keys that did not work and I had to return to get new keys.
I also tried to contact WhateverWhenever multiple times and the phone rang through for minutes at a time. I will confess to once putting the phone down and taking another call. When I picked it up, no one had answered (still). This really isn't acceptable. (These occurred the evenings of 1/6, 1/7 and 1/8)
Also, I told the front desk I never received a water refill during my stay and asked for some to be brought up. It was at this point that I mentioned the minibar key as well. I received two visits to my room: one for the key, one for water, and another follow-up call to be sure all arrived. This all occurred at 10 pm. Why did I have to be disturbed at 10pm to resolve something that should have been done by the staff? It seemed like every challenge at the W Victory was one for the guest to overcome, not the staff.
All in all...a beautiful building, with lovely common spaces who missed the mark on luxury completely.
January 10, 2014