Sheraton Dallas Hotel by the Galleria

Last minute request for a fold away bed

Our experience with the Sheraton Dallas Hotel was deeply disappointing from start to finish. The property itself is clean and modern, but service and guest relations were completely unresponsive and indifferent — a sharp contrast to what the Sheraton name stands for. We had booked two double-queen rooms through Booking.com for a college sorority group. Once we realized the hotel was over 30 minutes away from their main event location and one of the rooms was non-refundable, we immediately reached out to correct the mistake. Both Booking.com and I personally called the front desk multiple times, only to be told “no manager is available” and to “call back tomorrow.” When I finally spoke with the manager, the tone was cold, dismissive, and entirely policy-driven. There was no willingness to help, no empathy, and not even the courtesy to discuss reasonable options such as a date change, partial refund, or credit. Considering this was OU–Texas weekend and rooms were in high demand, a simple courtesy adjustment would have easily allowed the hotel to rebook the room and maintain goodwill. What hurt most wasn’t the financial loss but the complete lack of hospitality and compassion. Marriott brands are known for service recovery and care; this property showed neither. Summary: Front desk: Unhelpful, scripted, and unwilling to escalate issues. Management: Detached, impersonal, and policy-first rather than guest-first. Communication: Disorganized — Booking.com and hotel staff gave conflicting information. Location: Far from main Dallas event areas, not clearly represented during booking. This was not about breaking policy — it was about how the situation was handled. A small act of understanding would have turned a problem into loyalty. Instead, it left a lasting impression of indifference and rigidity.

Staff was friendly

The bathroom in my room was dirty. The refrigerator was dirty as well.

Car parking is not free and it's expensive.

Central

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