W Dallas

What bothered me most was how management handled a missing jacket. After our one-night stay at the W Dallas, I noticed I’d left it in the closet and called right away. They said it would go to Lost and Found, but after several follow-ups over the next few days, nobody called or sent an update. A manager later said the jacket wasn’t there and that I must not have left it, while also saying the room hadn’t been occupied since checkout. That makes the lack of any further investigation especially frustrating. I sent a written complaint to the General Manager and detailed feedback through Marriott’s post-stay survey, and nearly a week later, I still haven’t heard back. This isn’t about what the jacket cost. It’s about the lack of accountability and competence. The room itself was fine, but handling problems matters too. We’re Mavericks season ticket holders who stay in Dallas regularly, and we’ve lost confidence in this property. We won’t be back.

For our 18th anniversary, we returned to the W Dallas - Victory Park, where we’d spent our honeymoon in 2008. We expected a lot, and the stay fell short. The bed was lumpy, the sofa leather was torn, and the toilet ran constantly before eventually failing to flush, so maintenance had to be called. Even though we arrived at 6:00 PM, two hours past the scheduled check-in time, our room still wasn’t ready. We waited more than an hour. Decorations my husband had requested months earlier were sparse, and there was no champagne or the other expected amenities. With a winter storm outside, we depended on the hotel for food, but couldn’t reach room service by phone or through the app. We raised these problems during the stay and again at checkout. We were told a manager would get in touch, but five days have passed with no contact. The price didn’t match the stay, and it wasn’t the Marriott boutique experience we expected.

The parking arrangement ended up being my biggest frustration. The hotel listed offsite self parking for $30 or valet, but the self parking option apparently had no in-and-out privileges. We’d have had to pay each time we went somewhere, so the flat-fee valet made more sense. The valet staff were very nice and helpful, and we had no trouble with them, but it meant paying $60 plus about $20 in tips. I picked this hotel to avoid paying for parking at both the hotel and venue, and we wound up spending more than we would have at the hotel we originally planned. The room cost more too, so that was a major downside. Getting back from the concert on Saturday was also a hassle. The elevators were very slow, with a huge crowd waiting, possibly people headed to the top-floor bar. Actual hotel guests had a hard time getting upstairs. Maybe it’s less of an issue Sunday through Thursday. There were a few room quirks: only a curtain separates the bed from the bathroom, though the toilet has its own door, and there’s no exhaust fan, so the shower steam hangs around and there’s little toilet privacy. On the plus side, the location is hard to beat for a concert at American Airlines center, just across the street, about a 30-second walk. The room was clean and quiet, the shower and temperature were good, and there weren’t doors slamming all night. Staff were exceptionally friendly and helpful. I appreciated getting an early check-in at 1 pm, the beds were comfortable enough, the luxury-brand soaps and shampoos were nice, and several restaurants were within walking distance.

I left early the same night after spending only a few hours in the room. The lobby was packed with people waiting for the one working guest elevator, and management opened a service elevator only after the backup had become severe. Earlier, getting upstairs after check-in had already involved another long wait. I’d chosen the W Downtown Dallas because it’s across from the American Airlines Center and is presented as a premium Marriott property. At about 4:00 PM, I found a long front-desk line with no clear direction for Bonvoy members. After the concert, I tried to get food at the hotel bar, but one staff member was serving during a major event next door. Nobody acknowledged me for several minutes. When I asked how to order, I was told to wait or join another line that wasn’t moving, so I left without food. The valet team were courteous and professional, and the location is excellent. But the elevator capacity, staffing, and event planning didn’t meet the expectations for a premium property. I hope the hotel improves how it handles arena crowds.