We were guests of the Adolphus for 10 nights, a stay we believe is above average in the industry. Although one ought to expect to be treated well even for a one night visit, we had hoped that the hotel would take notice of our extended stay and respond accordingly. It did not. Our stay there was on the whole disappointing and fell well below expectations for a hotel that holds itself out as one of Dallas’s best.
First, some background. We had communicated with the hotel and asked that housekeeping or engineering do a bed bug check of the room in advance of our stay. We had selected the hotel in part because there were NO bed bug reports, but we recognise that even the best hotels have occasional problems.
When we arrived, we were not greeted by a door man or a bell man. Check-in was without grace, perfunctory, and indifferent. We were simply given our room key card and directed to take the escalators to the elevators, which would in turn take us to our room floor. No bell man assisted us with our bags: we were left to carry them ourselves. Although we were later told that this was an aberration and definitely not typical, we observed this happening with several other guests.
We found the room, although large, to be in terrible shape. Linen was stained and soiled. The drapes and sheers were also filthy. Furniture was chipped and finishes worn. A knob was missing from a dimmer switch. Upholstered furnishings were stained. The bathroom was incredibly small, dark, and oppressive. There was peeling paint on the bathroom ceiling and the wallpaper was coming away from the wall. There was mould in the grout. We found the room’s condition particularly egregious in that we had been assured that a housekeeping team had inspected the room for bed bugs prior to our arrival and given it a clearance.
We complained to the front desk. The response was a defensive and denying one and certainly not calculated to deal with the issues. Subsequently, at our request, we were escalated to a manger who did attempt to deal with the issues. We were shown another room - which we rejected because it was smaller and also had some of the same issues. We elected to accept the first room.
We did return one afternoon to find the ceiling in the bathroom had been repainted, some of the sheers and a table replaced, an attempt made to clean the backing of the drapes, as well as a bottle of wine and a fruit basket together with an apology from the manager.
Problems go well beyond the room. There is a general lack of customer service. Some employees are lazy and contemptuous. Staffing is inadequate. There is a revolving door of individuals who are identified as concierges. None has certification and all seem to wear an assortment of different hats. They are frequently not at their posts, having been tasked with other duties. On several occasions, we attempted to reach them on the telephone and no one picked up. Further, when we left messages to have them call us, they did not. On the whole, they lacked the knowledge and finesse we have come to expect from better hotel concierges. We were impressed with the hotel drivers, however.
We also had problems with a package that we had delivered to the hotel. We received confirmation from the courier that the package had been delivered, yet we were not notified by the hotel of its arrival. When we inquired of the front desk, they insisted that it had not been delivered. When we provided details of the person who had signed for the package, they advised there was no such person in the hotel. Finally, we were directed to the concierge who ultimately retrieved the package that had been sitting in a receiving area for several hours. This is completely unacceptable for a hotel that purports to cater to business guests.
We had occasion to entertain several clients in the lobby bar. Service was unacceptable. One was required to order one’s drinks at the bar and then carry them to tables. I was tasked with carrying trays of drinks to our guests. The lounge area was not kept clean and many tables sat with dirty glasses and napkins long after guests had departed. We were embarrassed.
Our general impression of the hotel and its staff was that they just don’t care.
The only positives are the hotel's location and its wonderful restaurant The French Room.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
July 1, 2013
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It is painful to read that, in spite of our best efforts, we failed to meet your expectations in the ways you describe. Rest assured, our management has taken your criticisms to heart and have shared them with every member of our staff.
Thank you for your high praise for The French Room and our sedan service. You are kind to recognize their outstanding service and commitment to excellence.
We hope you will accept our apologies.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.