I stayed at the W Dallas Victory for 5 nights the week of October 10th. I have stayed at other W Hotels in the past and had extremely high expectations for this stay based on experience. When we got to our room, we were actually shocked at how much smaller it was than other W Hotels. Someone in the elevator actually mentioned it to us on our way up and said that this hotels rooms were a joke compared to other W Hotels - unless you book a room on a higher floor.
Upon walking into our room, we immediately noticed a strong odor of urine in the room. We complained twice before we were moved (the first time, they sent someone up to spray a fragrance in the room to cover up the odor).
The second room we were in had a malfunctioning lock. I found this out after leaving the room to get coffee the 2nd morning and I forgot my room key. My wife was in the shower, so I decided to try turning the door handle. To my utter shock and horror - it opened. I tried several times to get it to function properly and found that it did not work at all. Fortunately, we use the deadbolt and other locking mechanism when in the room through the night (as should everybody else). Telling the front desk about this issue resolved this problem without any issues.
Another day, we were gone in the morning, and planned on coming back at around 3:30 or 4:00. We told the front desk so we could make sure our room was attended to while we were gone. Unfortunately, when we returned, our room was as we had left it in the morning. We called the front desk and told them to send up towels, as we would need to shower before leaving again. Over an hour went by without any towels. I called again and finally after 25 minutes got a knock on my door. It was the housekeeper there to clean the room. She knew absolutely NOTHING about the towels.
We also had issues with the wall outlets during our stay. We could not get our cell phones, laptops, etc. to charge. We unplugged the alarm clock and still had no luck - waking up in the morning with dead electronics.
We told the front desk about this problem the first morning and they said they would send someone up to check it out. The next morning, we complained again. We were told by the person at the desk that we were supposed to have the "master" wall switch turned on for the outlets to work. She said that someone should have let us know this when we checked in. Nobody did.
Thinking we were missing the master switch on the wall, we turned on all switches the next night, sleeping with lights on and still woke up the last morning with dead batteries. Telling the front desk only got us an apology and offer to use the outlets in the bar.
I've had some poor experiences at other hotels in the past and when I raised the issue, I was compensated with more than just an apology - a free night, a spa treatment, etc. This hotel would only offer a half hearted apology.
Due to my experience, I emailed the hotel manager with pretty much the same as above. It took 5 days with no response before I emailed the corporate email address. Finally, on the 5th day, I finally got a response from the hotel manager's assistant. The response was nice and was filled with apologies. In the end, I was offered with an "added apology from the hotel" with 3,000 SPG points.
In the meantime, I received a response from Starwood Hotels customer service and was given this response:
"I have reviewed your file very carefully, and do believe the compensation offered is fair. The Starpoints could be used towards a free night stay in most participating hotels worldwide (Please note, the number of Starpoints required for a free night differs depending on the hotel category). I understand this may not be what you were hoping for, but I assure you that this decision was based on facts and careful research. In accordance with our practice, your concerns have been addressed with the hotel General Manager. The file has been closed. "
I was not going to let this experience turn me off completely from W Hotels, but the email I got from Starwood changed my mind of that.
In all, I do think this is a nice hotel - I just had a lousy experience topped off with lousy customer service.
- Official Description (provided by the hotel):
- There is simply no better place to hang your hat (cowboy or otherwise) than the W Dallas-Victory. When in Texas, go big-as in bigger, bolder and brasher at W Dallas - Victory. Our unique and subtle touches including lasso sculptures and armadillo skin embellishments will have you saying WOW at every turn. Just minutes from visionary museums and popular festival sites, our Dallas hotel is the perfect choice for leisure and business travelers alike. ... more less
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- Also Known As:
- w Hotels Dallas
- w Hotel Dallas Tx