The Westin Dallas Fort Worth Airport

I always feel welcome here when I’m traveling. The rooms and lobby are really comfortable, and the food and beverage team are great. Pedro greets me with a big smile and is an excellent bartender, with a top-notch attitude. Sudip (sp?) is kind and personable too. Thank you so much!

The staff were very friendly and helpful, and I enjoyed the food at the downstairs bar. It wasn’t anything extraordinary, but I liked it. There aren’t many other dining options nearby. The hotel felt freshly renewed and had a stylish look, right down to the lovely mirrored elevators. I couldn’t try the pool because it seemed to be closed for autumn and winter, but the gym was impressively equipped, with different weight ranges, several machine types, fresh towels, and a water cooler. The free shuttle to and from the airport is handy, though it stops at every terminal on the way to the hotel. My room felt clean and refreshed, and the beds were especially comfortable and sturdy. The bedding was cozy, the duvet was lovely, and I appreciated that each bed had four pillows in slightly different styles. The bathroom also looked recently updated. One small issue: the door’s middle hinge was coming loose, though the door still worked and it didn’t affect my stay.

Pedro really made my stay at the hotel bar. He’s a top-notch bartender, friendly, and great at recommending dinner and a portion size that suited me. When I mentioned the taps were down, he still went out of his way to pour me an IPA without foam, despite a broken CO2 tank. I travel often for work and value a good hotel bartender. They’re lucky to have him.

My wife’s flight was canceled, and American Airlines gave her hotel and food vouchers. She booked here because it was close to the airport and she had an early flight the next morning. I’d read that the shuttle service could be subpar, but I hadn’t expected this. She called for the courtesy van and Gabby (sp) said it would take about 30 minutes. After 45 minutes, I asked her to call again. Gabby said there’d been a shift change and told her to be patient with the driver. My wife said that after taking her name and number, good service would mean calling her with an update about the delay. About 40 minutes later, she called again and a man said the driver was entering the airport. Twenty minutes went by with no shuttle. When she called for another update, he put her on hold to contact the driver. Meanwhile, a driver from the Parking Spot checked on her, saying he’d seen her sitting there for over an hour and a half. When the Westin driver finally arrived, the man on the phone said the hotel would compensate her stay. On the shuttle, my wife asked why the wait had been so long. As the driver started answering, she turned to me to express her frustration about waiting an hour and 45 minutes. The driver said she could take another way. My wife replied, “Please get me to the airport. I’m talking to my husband.” After more back and forth, I told her to let out her thoughts to me and not engage with the driver. Then I heard the driver call the hotel to report an unruly passenger and say police might be needed. My wife called the hotel to explain, and Gabby said the driver wanted her off the shuttle and feared for her safety. I’d been on the line the whole time, so I explained what happened. Gabby kept bringing up law enforcement, though I said it didn’t need to escalate. My wife had been talking to me, her sympathetic listener, because the wait was so long. Gabby insisted she would call police and said my wife wasn’t welcome at the property. She said, “There are no negations and if we have to get the police involved, we will.” By then my wife told me she was already off the shuttle. The Parking Spot driver returned and told her the Westin driver had been late because he’d passed her at least twice, seeing her pulled over and outside the shuttle, smoking. We called American Airlines and asked for a different hotel. Their representative suggested we file a complaint so they could review the hotels they work with. The Parking Spot driver came by a third time and advised calling DPS if this happened again. My wife and I travel often, she’s Platinum on Delta and I’m Platinum Pro on American, so we know issues happen. All she wanted was an occasional update while she waited alone at 11 p.m. for what became a nearly two-hour wait. We’re willing to speak with corporate, but this should never have escalated like that.