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at the The Westin Dallas Downtown
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Ok facility, but lacking on service
Oct 18th, 2020
The hotel facilities were adequate- they were doing some renovations, downstairs. We stayed for 3 nights, and never had housekeeping service, even when requested. We were told they “left early”. Unacceptable, when you’re staying in this caliber of hotel. Will likely NOT stay here again. TRIPADVISOR.COM USER
Nasty filthy hotel!
Sep 29th, 2020
Reserved for a family wedding. The room was filthy! Shower curtain had pubic hair stuck to it, dried toothpaste splatter on bathroom mirror, trash piled in hallways and at the elevators. Tried to call desk and express desk and phone rang and rang with no answer. High risk for COVID transmission ... so disappointing! TRIPADVISOR.COM USER
Loyalty? Doesn't exist during Covid-19?
Sep 29th, 2020
To all the road warriors. I made my reservations a week ago and know that full service hotels are literally dead. Their occupancy is in the teens at best. I used the Bonvoy app to request my mobile key and requested an upgrade as well. They said they will note it in the system ( we all know that is code for not going to happen ). This was at 9am in the morning. I checked my phone as I was finishing up my meetings at 3:30pm and no mobile key etc. I drive to the hotel, give my car to valet which is actually a very nice guy and walk to the desk. I give him my name and he confirms my room and I him and ask, I called and asked for an upgrade, do you have one? ( now, I looked on the app they have plenty of suites so I know being a Platinum I should have an upgrade complimentary. He says he can upgrade me to a high floor. I said, I know you have suites, I am a Platinum you need to upgrade me, it in my benefits. Well it doesn't matter, he says sorry, only can do the high floor. Really?? You have empty rooms and could gain a loyal guest but you are intentional denying me because what? This is the problem and why hotels will close during Covid-19 poor service. You do not have F&B open( the breakfast consists of a muffin in a bag but you are still charging like all the amenities are available, The next visit choosing a limited service that the price aligns more of the value I am getting. I hope I get a survey from Marriot! Also there was trash in the hallway from the previous day by my door all day as well and where the ice machine was on the 24th floor lots of trash on the floor ( not kidding) been there for days from what I looked at. TRIPADVISOR.COM USER
Superb Comfort, View and Service!
Sep 27th, 2020
My experience with this location was excellent and exceeded my expectations from start to finish. Lauren took my call prior to my arrival and put my mind at ease about traveling & making the trip for my great aunts 87th birthday. I must say that Johnathan Smith is a major asset to the team and provided me the best customer service experience ever! As a military veteran who has traveled the world for over 23 years, I am extremely happy that Johnathan was present to serve me and my family. Johnathan met every request and personalized our stay in such a selfless way. Every hotel needs a “Johnathan Smith” on their team. I had a few issues come up regarding things I hadn’t thought of and he quickly resolved them so graciously. He even followed up afterwards to offer additional assistance and to ensure that my family was good to go . I seriously wish that I could request him by name when I visit again; he is absolutely the reason I will book with this location whenever I’m able to visit again. He is the epitome of what outstanding customer service is.. Concierge of the decade! ☺️ Johnathan’s natural gift to serve others is commendable; I hope this review can be forwarded to his highest level of management. Thank you so much Johnathan! I pray your dedication is rewarded. TRIPADVISOR.COM USER
Amazing hotel right opposite the Bank of America Building
May 25th, 2020
I would give it 4.5 stars out of 5 but TripAdvisor doesn’t allow it. The Westin downtown is a former office building converted to a hotel. In fact, a few of the floors are still occupied by offices. Location is great with amazing restaurants and fast food outlets nearby. Plus the views from the higher floors are amazing. I visited on the 4th of July holiday and was able to observe the fireworks from the top floor indoor pool. My room was on the 24th floor so views were amazing. It is important to mention that I was upgraded to a bigger room due to Marriott Bonvoy Gold Elite status. The first room I was assigned was having a slight fresh paint smell so they immediately changed the room and offered free breakfast coupons for all the 3 days of my stay. I’d have to give 5 stars for the customer service. Totally friendly, responsive and not intrusive. Room was really spacious with all modern amenities, 55 inch tv, bathtub and much more. It was definitely one of the best rooms I have stayed in, in America. Bed was really comfortable and they even changed the pillows to non-feather due to my preferences. Breakfast was great as well. I had a good number or options inspite of being a vegetarian. Hat tip to the in-room dining team. They were able to customize the dishes as per my preferences and even remade one when I didn’t like it. Again great customer service. Overall, I would highly recommend this hotel for anyone wanting to visit Dallas. TRIPADVISOR.COM USER
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