My extended family spent last weekend at the Magnolia Hotel in Dallas, waiting for the elevator. No kidding. The event was a wedding; we had booked about 30 rooms in the facility, and we were excited to be in a cool place in downtown Dallas, one of our favorite towns. Unfortunately, the hotel disappointed us at several major turns.
We arrived on Friday evening about 7:30, beat from traveling all day with my 80 year old parents, rough and delayed flights, and typical Dallas 5 PM Friday traffic. We'd already missed the Rehearsal Dinner, so we opted for dinner in the 2nd-floor restaurant. Our first mistake; service was in the weeds, with the two (yep, count 'em, 2) wait staff doing tables, running drinks, and doing room service. It took 20 minutes to get menus and water on the table, and three different trys to get a bottle of wine that they actually had in the cellar. The waiter was pleasant, and certainly embarrissed; they ended up comping us a portion of the meal. As we finished, the wedding party began arriving from the rehearsal. Here was a chance for the bar to shine, but alas--the single bartender couldn't figure it out, and the two waiters were busy doing...something. A second barkeep finally showed up and began to make headway with the 30 people in front of him; waits for a glass of wine or a beer began to move from 5 minutes to only 2 or 3, but what a missed opportunity. It was pretty messy. Oh--and about this time, the night set-up crew started tipping over tables to make room for the morning buffet. This was accomplished by, as noted, simply tipping the table over and letting it drop the last 3 feet--scared the bejesus out of us the first three or four times!
Morning found us at the breakfast service, which was fine until the line closed (at 10). The same set-up crew began the table-toss again (WHAM! WHAM! WHAM!); the best part of the insensitivity training regime occured as 7 of us sat at an 8-top, finishing our breakfast and coffee. One of the busmen came to our table, slammed down a plastic buspan full of dirty dishes at the single empty place, and began to clean our table. We took the hint and went back to wait...and wait...and wait...in the elevator lobby.
So here's the picture that really sticks in my head: an elevator lobby completely full of people with luggage. The one operating car comes down, down, down to the 5th, the 4th, the third, the 2nd--and then back up again to the 20's. Or, standing in the lobby on the 6th with my 84-year-old father when the door opens, to discover that the only car that has opened it's doors in 15 minutes is completely full of people trying to get to the first floor. One member of our party hiked down 19 floors; I carried three bags down 6 flights myself, and we regularily walked down 6-10 floors rather than wait. My parents got stuck in an up-down loop that took them 20 minutes to complete once they were on the car!
I have worked in several hotels, and work in a company that supports several hotels now. I'm not crazy, or hard to deal with, but I must say that the Magnolia Dallas was a deep, deep black hole; avoid it at all costs. The equipment doesn't work, and the operating team doesn't seem to care about any sort of customer service at all.
I must admit that, after an email complaint, the hotel manager has offered to cover one night of our stay. That's fine, and I'll accept the repay, but travelers be warned--bring your stair climbing shoes!
Rooms closer to the ground are an easier climb with luggage!
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Bill P,
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Thank you for taking the time to review your experience here at Magnolia. Attentive and detailed reviews, like the one you have provided, help us to zero in on the issues that need to be addressed immediately. In regards to the specific concerns you've mentioned, eager busboys, elevators, and long waits at the bar, the appropriate steps have been taken to ensure that we remain dedicated to providing our guests with the comfort and reliable service that we associate ourselves with.
In addition, I'm pleased to hear that when snags did appear, our team did everything we could to make it right. That sounds more like us. We appreciate the balance and candor of your review and we hope to see you soon. Minus the climbing boots.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.