Thompson Dallas

My first luxury hotel and it wasn't what I expected. Rooms were small, food was expensive, decent with not a huge variety. I guess being considered luxury is a way to charge a lot for very little

We booked this hotel for our return trip to Dallas, having stayed elsewhere on our outbound journey (which incidentally was excellent but unfortunately fully booked for our return). Sadly, this hotel was a HUGE disappointment. The property felt tired and poorly maintained throughout. Our first room was shabby, with marked walls and floors, dated décor, and a noticeable lack of cleanliness. Hoping it was just an isolated issue, we requested a move and were given what we were told was the hotel’s best suite. Unfortunately, it was no better—in some respects, it was even worse. Although it was well past midnight when we arrived and staying would have been far more convenient, the condition of the hotel was so poor that we chose to cancel our booking and leave. It was an incredibly disappointing experience, and we simply couldn’t justify staying the night. Anyone considering booking here should be aware that this is not a five-star standard. Don’t waste your money.

Upon arriving in our room, I poured myself a glass of water and immediately noticed that the drinking glasses were very dusty and dirty. I reported this issue to the front desk. To apologize, your staff offered to send a complimentary anniversary treat to our room. We waited over five hours, and just before bedtime we called to ask about it. That is when we were told the gift had been delivered to the wrong room. Yesinia then came to our room with a bottle of inexpensive champagne and strawberries that were not properly cleaned. She asked how she could make the situation right, and she specifically offered us a complimentary dinner along with 5,000 Hyatt points. Based on that promise, we accepted. However, neither promise was honored. I later reviewed my invoice and found that we were charged for the dinner, and the 5,000 Hyatt points were never added to my account. What upsets me most is not just the mistakes, but that I was promised a resolution that was never fulfilled. It feels like the issue was handled only to quickly smooth things over, without following through on the commitments that were made. I respectfully request that the dinner charge be fully refunded and that the 5,000 Hyatt points promised by your staff be credited to my account. I would appreciate your prompt attention to resolving this matter.

Shower did not work for multiple floors. Water pressure was the level of light rain and no heat for water either. Radio didn't work and staff at restaurant Little Daisy was poor for all experiences. Bartenders were nice, but servers were backed up and not making tables a priority.

Truly an incredible experience and amazing hotel. Fantastic customer service, impressive amenities, excellent food options, great location, and caring staff. I can not recommend this hotel and experience enough.