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Reviewed 15 July 2011

W is one of the brands I like. Been to many. Why this hotel is a joke I have no idea. You are basically on your own. Service is NON-EXISTENT. Repeat NON EXISTENT. 0. None.

- Waitress rolled her eyes at us when we asked for a menu at pool bar.
- "Whatever Whenever" can't answer a simple question. Then takes two-three of your own calls to find out what's up. Be prepared for no one to never ever follow up. Ever!
-Valet watches you unload and load. Arms crossed. Three of them outside just watching. Servicing guest is something they are unfamiliar with. One valet got so aggressive I was concerned for my safety.
- Ignored at Bar. Even after being a regular guest nightly.
-Frat boy unsophisticated party crowd. Guys with shirts off in elevators, girls in bikinis wasted running around. So bad they have police in the lobby on the weekend. What hotel hires police? This one does.
-The attitude and constant failure of the staff becomes a comedy at best.
-A Holiday Inn would be a better option than this wanna be W. This is NOT A W hotel. If it is, then W is now the lamest brand out there.
-"Whatever Whenever you expect service... Uh, don't.

Did I mention the cock roach in the bar?

I warned you.

Date of stay: July 2011
  • Trip type: Travelled on business
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
1  Thank Albert M
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 13 July 2011

When the negative reviews keep saying the same thing (dating back 3+ years), you'd think the hotel management might listen and try to address some of those things. Not the case here, they seem content to keep pasting the same message asking people to call them so they can discuss.

Some things can't be easily changed, I get that, such as the terrible shower/bathroom design, the cheap "Ikea-like" furniture, the views of rooftops and empty lots, etc... Many hotels have similar problems. It wouldn't take much effort to clean the place up a bit and make sure everything works though. We had a burnt out light, a remote that was dead, an iPod dock that didn't work and an air conditioner that sounded like a semi roaring down I35 cutting on and off all night, even though the temp couldn't have been within 10 degrees of what it claimed to be. Combine that with the hidden hotel directory (mentioned several times here), the semi-clean room (fingerprints and dust everywhere) and the high priced snacks, and you'd be better off at any # of hotels in the area.

Basically, this is a hotel for the 20-30 year olds to party in, and they do it all night up and down the halls. If that's your crowd, you'll love this place.

I will complement the valet guys and front desk check in, they were on top of things and very fast. Don't expect a smile when stopping by the Whatever - Whenever desk though, even a simple task of checking us out of our room (since our remote didn't work we couldn't checkout via the TV) seemed to put a cramp in their style.

Date of stay: July 2011
  • Trip type: Travelled as a couple
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
2  Thank mcaustin1
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 10 July 2011

The manager could not give us a straight story on why the pool on the 16th floor was closed. She would say it should open soon, but never did. The the employees at the front desk were rude and not friendly. The rooms are way over priced and some of the outlets and lights did not work as well as the mini fridge was broken too.

Date of stay: July 2011
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
2  Thank Morganchristopher
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 10 July 2011

we been celebrating my wife B-Day, and was looking for something special, I booked a room and was under the impression "it is just another nice place" however, when the hotel management heard about the occasion, we have been given a special treatment, so in one word, amassing, I will recommend and will visit there any time I can.
Thanks for the stuff and especially to Nina Ashmore.
BTW, the Craft restaurant at the first floor is also recommended.

Date of stay: July 2011
  • Trip type: Travelled as a couple
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
Thank tzachizeevi
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 30 June 2011

First of all, I would like to say that I don't usually complain about customer service, being a very patient person. This time I have no choice. It was the most insulting experience and our corporate group was almost kicked out of the hotel.

I had booked in advance rooms for a business trip – for The Dallas Market International Lighting Show in June. I actually had a preferred rate for that occasion. Somehow, there was a big misunderstanding and when we arrived from Montreal, Canada to the W Hotel in Dallas, they couldn't find our reservation because it was booked the month before....Big misunderstanding....And what I had discussed over the phone with 2 persons for the reservation, was not taken into account....

Anyways, I tried to explain that there was a misunderstanding, that I could not have booked in April for a Show that was happening in June, for which actually I had a special rate.

Jess [-], apparently the front desk manager, supposedly a manager, would not listen and actually almost kicked us out of the hotel claiming it was our problem that he would not help us to either find another hotel our negotiate a rate for our corporate group. It was actually the worst customer service I have ever experienced. There was not an ounce of basic customer service like " We are sorry for what is happening, let me help you find a solution..." . Is it to much to ask from a hotel that is supposed to be highly rated.....

Apparently, another colleague has experience kind of the same thing " Sorry sir, we can’t find your reservation"..... hummm wondering if this is not their way to not honor a corporate rate that would be to low at the time of check-in....

Anyways, it was an awful experience. I did travel a lot in my life, personal and business, and this has never happened to me and honestly, I really don't understand how people like Jess [-] can be employed in a job that requires a basic understanding of what is customer service.

Thank you for those who read my review.
It felt like a duty to inform any future potential W hotel guest.

Date of stay: June 2011
  • Trip type: Travelled on business
    • Service
6  Thank BOZZ_11
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
wdallas, General Manager at W Dallas - Victory, responded to this reviewResponded 1 July 2011

Thank you very much for taking the time to give us your feedback.

In reviewing your email I saw that you faced several challenges, and it truly upsets me when we fail to exceed our guests’ expectations.

I apologize for the inconvenience that this may have caused you. After researching this incident further, we did see that your confirmed reservation along with 3 others was set for April 21 – 24. While we would have loved to have accommodated you in June, unfortunately, we were sold out the nights you wanted to stay and did not have any rooms available. We did offer to make arrangements for your group to go to one of our sister properties; however you declined because it did not meet your needs. We would like to see you back to the W Dallas to stay. Please contact me when you decide to do so I can assist with your reservation process.

Warmest,
General Manager - Thomas Caramucci

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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