I have been a W Hotel patron since 1999. I chose the Las Colinas property because of the brand name, and my past experiences have always been great. I utilized my room at the aloft as a working location in the Dallas area. The room, housekeeping staff, and lobby bar staff all met or exceeded my expectations. My business was extended and I called the front desk to see if there was a problem extending my stay one day. I was told that there was no availability. I pack my things, book a reservation at another Starwood property, and prepare to leave. I received two subsequent phone calls to my room notifying me that I could indeed stay the additional requested day. I unpack, cancel the reservation, and resume my working day. I received a call three hours later from the front desk informing me that she made a mistake and I would have to vacate the room immediately, or be charged for a day that I wouldn't be able to use. I'm peeved, contact my client and inform them that I would be unavailable for the next few hours, attempt to stop a major payroll data validation process, attempt to reset my previously canceled reservation,(of course they were sold out) and pack. I contact the front desk for assistance with information on other Starwood properties and received nothing but a cavalier attitude and a suggestion to call a nearby Marriott or a Sheraton downtown.
In my opinion, this woman was not well trained to use the hotel room reservation system. The woman displayed has limited experience with business travelers, generic customer service, and common courtesy. One would chalk this up to a set of isolated incidents, but my colleague who checked out the previous Sunday, received the same gruff, yet uninformed attitude when asking about a late checkout. She checked in after 10pm and wanted to go to Sunday brunch without her luggage and was told she'd be charged an extra day if she didn't "vacate" the room by 1pm.
I have three client locations all within a seven minute drive from the aloft Las Colinas. This last trip was the first time I left an Aloft/W hotel unhappy and taught me a lesson that location isn't everything.
Train your staff. Saying the words, "I don't know" or "No" is more palatable than having a guest spend money acting on a guess or an outright lie.
- Official Description (provided by the hotel):
- Known for our comfortable and affordable hotel rooms, our hotel also provides meeting space, complimentary wifi, and a convenient location to the Irving Convention Center. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Hotels.com, Expedia, Starwood, Orbitz, Cheap Tickets, Priceline, Booking.com, TripOnline SA and Tingo so you can book your aloft Las Colinas reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
- Also Known As:
- Aloft Las Colinas Hotel Irving
- Aloft Hotel Irving
- Aloft Hotel Las Colinas