W Dallas - Victory

The room and location were fine, but the handling of a lost item overshadowed the entire stay. After checking out, I realized I had left a jacket hanging in the room closet and contacted the hotel immediately. I was told it would be sent to Lost and Found. I followed up multiple times over several days and received no callback or update. When I eventually spoke with a manager, I was told the jacket was not there and that I must not have left it in the room. During that same conversation, I was also told the room had not been occupied since my checkout, which makes the situation difficult to understand. I contacted the General Manager directly and also submitted detailed feedback through Marriott’s internal post-stay survey. Despite allowing several days, I did not receive a response. This is not about the value of the item. It is about accountability, communication, and how issues are handled when something goes wrong. For a hotel positioned as a premium property, this was a disappointing experience.

My family and I stayed at the W Dallas for the Lakers vs. Mavs game, and honestly, we had a really great experience. You can’t beat the location — it’s literally right across the street from the American Airlines Center, so walking to the game was super easy. The front desk agent was amazing and took the time to explain our parking options. He told us we could valet at the hotel for $60 a day with in-and-out privileges, or park across the street for about $30–$35 a day (no in-and-out). That saved us some money, and I really appreciated the honesty. Breakfast both mornings was great too. Shay, our server, along with the host and the rest of the team, were very kind and attentive. It was definitely busy and could’ve used a little more staffing, but it still worked out well for us — especially with the buffet option available along with ordering off the menu. The room was clean and comfortable, and even with the snow and bad road conditions while we were there, the front desk and valet staff went above and beyond to help us out. Their service really stood out. Great stay, great service, and a great experience overall. We’ll definitely be back the next time we’re in Dallas.

Dear Management, As a Marriott Bonvoy Titanium Elite member who spent over 100 nights in Marriott properties in 2025, I rarely post negative reviews. I always prefer to address concerns directly with management first. However, after not receiving a response from Mr. Omar (I believe that was the MOD), despite my attempts to contact him, I feel compelled to share my experience to help other guests make informed decisions. On November 20th, heavy rainstorms in Dallas led to my flight being canceled. Having stayed at every other Marriott property in downtown Dallas, I decided to try the W Hotel, despite its low reviews on TripAdvisor. Upon arrival in the pouring rain, the valet team did an excellent job keeping me dry. Check-in was straightforward, but the lobby and bar area had a dark and ominous vibe, which felt atypical for a W property. The room showed clear signs of age, with outdated furniture and bedding—it has been a long time since any renovations. My primary concerns are as follows: 1. Umbrella Charge: I borrowed an umbrella to grab dinner, and the front desk noted my room number. Upon returning it, I was still charged $35. When I called the following week to request removal from my folio, I was told it would be investigated, and I provided my contact information for the manager to follow up. I never heard back. 2. Destination Fee: I was charged a $41.05 destination fee, which was not explained at check-in. When I inquired later, I learned it could be used for food or drinks at the bar. In my experience at other full-service Marriott properties, these fees are always clearly outlined upon arrival. This feels like an unjustified charge, especially for such a dated hotel. 3. Parking Fee: The $75.78 parking fee seems excessive for a downtown location. For comparison, the JW Marriott in downtown Dallas charges only $65 and offers a far superior experience, making the cost more palatable. 4. Bar Closure: Upon returning from dinner, the bar was lively and filling up. However, it closed promptly at 10:00 PM despite being at full capacity with guests enjoying themselves. The bartender cited policy, but this demonstrates a lack of situational awareness from management, missing out on additional revenue and guest satisfaction. In summary, I do not recommend staying at this property. It falls short of the experience one expects from a W Hotel in downtown Dallas. And I'm still waiting for the umbrella charge to be taken off. Good times! Safe travels y'all!

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.

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.