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“The magic wore off quickly” 3 of 5 stars
Review of Gaylord Texan Resort & Convention Center

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Gaylord Texan Resort & Convention Center
4.0 of 5 Resort (All-Inclusive)   |   1501 Gaylord Trail, Grapevine, TX 76051   |  
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Ranked #14 of 18 Hotels in Grapevine
new york city
Top Contributor
55 reviews 55 reviews
29 hotel reviews
Reviews in 30 cities Reviews in 30 cities
151 helpful votes 151 helpful votes
“The magic wore off quickly”
3 of 5 stars Reviewed September 7, 2010

Arrived on a Friday afternoon, it wasn’t very crowded, and I was in awe of the place. By Saturday it was so crowded you might as well be in the middle of Times Square and the magic wore off quickly. As they say, everything is big in Texas and that applies to the prices for everything at the Gaylord. The room was overpriced for the size and quality. Self-parking was $12 a day with no in-out privilege – meaning any time you went out you had to pay to get back in. One big rip-off was the very disappointing Alice in Wonderland 3D maze. It was $12 per person (kids too) and cost me around $80 for 15 minutes of family entertainment. Some of the employees need to work on their hospitality skills. When I asked a gentleman for a table at the huge Texan Station he didn’t even look up from his screen to address me and just pointed to a group of people who were also waiting. Not sure if that meant I was behind them or not but the wait was about 15 minutes although there were dozens of empty tables. A lack of hospitality was evident in other employee encounters. Both the Texan Station and Riverwalk Cafe were very noisy and crowded and the food was cafeteria quality and expensive. When I got the Texas size bill for our 2 night stay I felt a bit ripped-off. No desire to go back.

  • Stayed September 2010, traveled with family
    • 1 of 5 stars Value
    • 4 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Rating summary
  • Location
    4 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    4.5 of 5 stars
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susana77
Reviewer
4 reviews 4 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
1 helpful vote 1 helpful vote
3 of 5 stars Reviewed August 29, 2010

Before my rant I want to clarify that we were also very upset that our complaints were not heard initially. On the day we checked out (July 5) we were told that we only needed to answer the survey that Gaylord was going to e-mails us to inform them about our complaints. We filled out the survey but didn't get any answer to our complaints.

However, the customer representative that got our complains through the VoiceOfTheCustomer e-mail has contacted us and we have received a certificate for a future stay. I'm glad someone actually listened and offered a genuine form of comp[ensation from our bad experience.

**************************************************
We stayed at this hotel on July 4, Sunday. We had a bad experience since the moment we arrived. We arrived at 6:30 p.m on July 4 and took our car to the valet parking area. After waiting for over 15 minutes (with our 3-month-old baby) no one came to pick our luggage, so my husband went inside and took one of the bellman carts. When we got inside the lobby, one bellman saw us and was incensed that we had taken the cart, because apparently hotel policy is that only bellman can manage the carts - even if that means waiting outside the hotel for over 15 minutes!

When we got into our room we called the concierge to request a crib for our baby. After waiting for over 1 hour we called again to ask for the crib and were told that someone would take it to our room and there was no need for us to stay in the room waiting for it. We decided to go to the ((tiny) swimming pool and came back around 8:30 pm. Stilll no crib. We went then to see the fireworks. We wanted to have dinner after the fireworks and it was a total nightmare. All but one restaurant (and the coffee shop) closed at 10, right after the fireworks ended. There were dozens of hungry people waiting for food! We went to the one open restaurant and were told that there was a 30-minute wait to get seated. After waiting for 30 minutes, when we finally got a table, they told us that the wait for food was going to be 1 hour! So the total wait for food was going to be 1:30. We proceeded to ask if in-room dining would take less. The people at the restaurant said that since in-room dining uses a separate kitchen the wait would probably be less. Just to be sure we asked at the front desk, where they informed us that in-room dining has a 30-minute guarantee or it's free.

Well, we got to our room (BTW, on our way there we saw that some hotel guests had decided to order Pizza Hut -we have a picture of the empty pizza boxes outside a room) and called in-room dining only to learn that our food will take 45 minutes! Moreover, when we got to the room the crib that we have requested 5 hours earlier was still not there. The food finally arrived pass midnight and it was free indeed because of the wait. But just to make things more annoying the food came with only one set on cutlery (but two glasses of water, so they clearly knew that it was food for two people) (I have picture of this). The crib arrived just before the food. It's really not easy to wake up an infant at midnight to move her from the bed to the crib (but it was necessary as it is not advisable for babies to sleep with adults)

We were really disappointed with this experience. We were looking forward to staying at this hotel and cannot imagine that a professional organization like Gaylord decided it was a wonderful idea to keep just one restaurant open after a major event like the 4th of July fireworks. The hotel was clearly understaffed, the people who were on shift were overworked and tired. Several employees we talked to commented that they were working a double shift.

  • Stayed July 2010, traveled with family
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 2 of 5 stars Service
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toronto
1 review
4 of 5 stars Reviewed August 29, 2010

I did a girls weekend with two close friends from work. It was a wonderful experience. The pool and spa are heavenly. The "Alice and Wonderland" theme was intricately designed and well kept. There was a lot of activities for not only kids but adult. I can't wait to visit again.

Salina Alie

  • Stayed August 2010, traveled with friends
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
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Houston, Texas
Senior Reviewer
10 reviews 10 reviews
9 hotel reviews
Reviews in 8 cities Reviews in 8 cities
27 helpful votes 27 helpful votes
4 of 5 stars Reviewed August 26, 2010

hotel is really nice. promotly recieved the rooms upon check in. Took advanatage of the 2nd night free for your Bday month and have it extended to two rooms. Was a little concerned about reviews highlighting over charges etc. Resort fees were noted upfront and included free wifi, 2 bottoles of water, and some free minutes to call. The place is primarily indoor and airconditioned which is a plus in Texas. Pool is a little in the small side but they are planning a major expnasion in 2011. Had dinner at the Ame Lur restaurant and the service was excellent. We did enjoy our time at the Gaylord.

  • Stayed August 2010, traveled with family
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dallas, Texas
2 reviews
Reviews in 2 cities Reviews in 2 cities
1 helpful vote 1 helpful vote
4 of 5 stars Reviewed August 23, 2010

Stayed at the Gaylord Texan over the Tax-Free weekend, so it was extremely busy. Got a great weekend deal...we have stayed at most luxury hotels in the area, and this is one of the best. Rooms were a good size, comfortable beds, and a god A/C system (always important).

The biggest downside was the valet parking. First, it took over 30 minutes just to get your car parked. When we called down to have the car retrieved, they said 10-15 minutes...one hour later they finally locate my vehicle, at this point we have lost our dinner reservations, and the kids are not in a good mood. I am really not a hard guy to please...but it was quite ridiculous, and never even got an apology. I asked for a manager to give me a call...still nothing. Again, I understand people make mistakes, but to charge $25 for valet in the first place is ridiculous.

Overall, a great hotel, just self park your vehicle.

  • Stayed August 2010, traveled with family
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Melbourne
Senior Contributor
24 reviews 24 reviews
15 hotel reviews
Reviews in 17 cities Reviews in 17 cities
32 helpful votes 32 helpful votes
4 of 5 stars Reviewed August 19, 2010

Stayed here for six nights as part of a conference with a few leisure days. Is a virtual city on its own. Has virtually anything you would need. Room had good sized bed and tea & coffee facilities.
Coffee shops, restaurants, bars, shops are all reasonably priced. Gym and indoor pool are good sizes.
There is a huge atrium so you are not exposed to the elements and the internal temperature remains nice and constant. Only problem is that you are isolated if you don't have your own transport. About 1/2 - 1 hour from both Dallas and Fort Worth via freeways. No public transport available.
There is a shuttle bus service that runs to Grapevine and restaurants and shops.
Good place for a conference or holidaying families driving through but not wanting to drive into Dallas or Fort Worth.
The Bass Pro store is close by, and it has virtually everything you would want in regards to outdoor clothing or equipment.
Beds & pillows very comfortable except for the last night when they changed all the pillows through out the hotel with softer ones.

  • Stayed April 2010, traveled on business
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
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Chichester, United Kingdom
Reviewer
3 reviews 3 reviews
Reviews in 3 cities Reviews in 3 cities
1 helpful vote 1 helpful vote
1 of 5 stars Reviewed August 15, 2010

Had to go to this hotel for a business conference, it was very expensive room rate of $260 per night PLUS $15.00 to park your car and another $15.00 resort fee. Room was no more furnished than a standard Holiday inn. The room was noisy, slamming doors and I could hear the activity of people in rooms each side of me. Often only just warm water for a morning shower, I do like a hot shower. Rom cleaning was also poor with me having to track down housekeeping to get towels, shampoo and toilet paper which had not be replenished. I had trouble with communication as I do not speak Spanish, and it seemed they did not understand English well.
The in house restaurants seemed to be about twice the price of ones outside the complex and very poor quality food, on occasions stale bread and a poor selection of other breakfast items. The area away from the Gaylord is quite nice, with good restaurants only 5 minutes drive away. On complaining all I got was "sorry".
My impression is that there goal is to extract the maximum money from you in the shortest time possible. I believe that this hotel gives overseas visitors a bad impression of American resorts hotels. I travel to the states a number of times a year, I have been to Dallas Texas a number of times, also I have spent a great deal of time on the East coast. In general the US is a great place to visit with a few exceptions. the Gaylord Texan is one of those, my advice is to avoid it otherwise it will may be a expensive disappointment.

  • Stayed August 2010, traveled on business
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
, Manager at Gaylord Texan Resort & Convention Center, responded to this review, August 19, 2010
Thank you for sharing your experiences from your recent stay with us at the Gaylord Texan. We pride ourselves on providing flawless experiences for our guests, and apologize that we did not meet your expectations during your stay with us. Please feel free to contact our hotel directly at VoiceOfTheCustomer@GaylordHotels.com, and we will be happy to address your individual issues with you directly.

Thank you.

Gaylord Hotels.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Gaylord Texan Resort & Convention Center

Address: 1501 Gaylord Trail, Grapevine, TX 76051
Location: United States > Texas > Grapevine
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#7 Business Hotel in Grapevine
#10 Family Hotel in Grapevine
Price Range (Based on Average Rates): $$$
Hotel Class:4 star — Gaylord Texan Resort & Convention Center 4*
Number of rooms: 1511
Official Description (provided by the hotel):
You'll arrive through a ranch-style archway surrounded by rolling pastureland. Along the way, rugged canyon walls rise steadily to frame your first glimpse of the breathtaking new Gaylord. Sitting high on a bluff overlooking the glistening waters of Lake Grapevine, just eight minutes from D/FW International Airport, this awe-inspiring resort welcomes you to an authentic Texas experience. From the colorful Riverwalk and wide-open Texas Hill Country to the aura of Southwest-style architecture and the majestic Rio-Grande, its all here under our signature glass dome. Here, we offer state-of-the-art convention and meeting facilities, endless entertainment, World-class spa & fitness center, lavish guest rooms and our tradition of unsurpassed hospitality. Everything in on place ­ so you can have it all. ... more   less 
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Also Known As:
Gaylord Texan Hotel Grapevine
Gaylord Texan Resort And Convention Center
Gaylord Texas Resort
Gaylord Texas Hotel
The Gaylord Texan
Gaylord Texan Grapevine
Gaylord Texan Resort Convention Center
Gaylord Grapevine

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