W Dallas

Location of the hotel and the front desk assistance was great

Interior design of the room is older and not fresh. At 11:00 in the morning there was no hot water… I tried to call the front desk with the phone in the room, but it does not work… So I used my cell phone to call the front desk and an hour later they restored hot water to the room with no real apology. or refund. I was told by the front desk that nobody else has complained of this problem… That seems difficult to believe.

I am a Bonvoy member, and this was an absolute disgrace. Was taking my son to the Mavericks game the night of November 14, 2025 and unfortunately to cancel due to the government shutdown and flight cancelations. On November 12, I called the W Hotel directly and spoke with a front-desk staff member to cancel my stay. I was explicitly told that the cancellation was “fine,” that there was “no problem,” and that the reservation was canceled. I provided my name only—and I was not asked for a reservation number. The representative then gave me a cancellation confirmation number: S11W5442R12. I thanked him, and I had no reason to believe the matter was anything but resolved. Despite this, two separate charges—$631.07 and $712.18—posted to my card. Both have now required formal disputes through my credit card issuer. When I called on December 2 seeking clarification, the front-desk agent acknowledged that one of the charges resulted from the Hotel's own mistake and stated it would be reversed. Had I not taken the time to review my statement and initiative to call I would have been charged for both rooms. Without apologizing, she noted she would reverse the $712.18 charge, but she refused to correct the second charge, claiming it was tied to a “nonrefundable” room—ignoring entirely that (1) I explained the situation with the government shutdown I would not be flying into Dallas on 11/14 and successfully canceled the reservation with your employee’s express approval, and (2) the confirmation number he provided reflects that cancellation. After the fact, the hotel claimed I had two separate reservations—one refundable and one non-refundable. That is laughable. I was never told I was booking two reservations, never given a clear explanation of different cancellation terms, and never knowingly agreed to a non-refundable charge. This was only “discovered” once they decided to keep my money. When I challenged it, there was no attempt at fairness, clarification, or customer service—just robotic reliance on “policy” to justify charging me hundreds of dollars for a stay that never happened. That’s not transparency. That’s a classic gotcha tactic. Luxury hotels are supposed to trade on trust. This one trades on confusion. If your business model depends on springing surprise non-refundable charges on guests and daring them to fight back, just say that upfront. For a brand that markets itself as "premium", the conduct here was cheap, evasive, and embarrassing. Bonvoy loyalty clearly means nothing at this property. I won’t return—and I strongly suggest others think twice.

Location, facilities, and it was clean!

A little pricey.

Location to AA center was the reason we selected this hotel. The valet parking staff was outstanding, very professional and accommodating

It started at check in when my reservation was questioned. Hotel said they had 2 reservations in my name one was paid in advance the other not. The hotel did not want to recognize the paid reservation. I spent the next hour + working with Ticketmaster to straighten things out. The hotel is clearly understaffed in the restaurant and bar. We had a late lunch, 3:00 ish and it took almost 20 minutes to be acknowledged and order

I was expecting more from the brand and was disappointed when I arrived and throughout my stay. Nothing special about the rooms or ambiance of the location. Good location if you are going to attend a Mavs or Stars game but other than that better off staying at the Ritz for $900 a night. Rooms are large but oddly designed with an open bathroom that you have a curtain to close to provide privacy. Technology is older in the room (I.e. TV and audio system). On site dinning (underwhelming also). Valet $60 a night.

Perfect location and accommodation for anyone wanting to attend an event at the AA center or anything in Victory area.

The check in was okay, but they changed my room from a balcony room to regular suite room. One room was hot, the other was cool. The sink drain made a popping noise all night long. Not what I was expecting at a hotel of this nature!

Disappointing restaurant service

Very nice hotel and friendly/knowledgable staff the only thing was the ac didn’t kick in until maybe in the middle of the night for whatever reason