W Dallas - Victory

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.

Such a beautiful place to stay and the people are so wonderful here and they really look out for you. They want to make sure you have a great experience there

The hotel is elegant. The service was good. But the rooms are weird, there is no bathroom door or shower door, just weird. Way too expensive for what it offers. It is clean and the bed was comfortable. But it is not worth the price per night. The room was small, and again, the weirdness of the room vs bathroom is just too much. I was looking at some of the photos in the reviews, and it seems all rooms are like that. If you are alone, it may be OK. But if you're with your husband or sibling it just becomes odd.... I don't know.

Drove to Dallas from Austin to see the Stars play in the Stanley Cup semi-finals. Returned to the hotel after the game, around 10:15, and made our way to the main bar/restaurant off the lobby. As the hotel is across the street from the arena, most of the guests this night were there for the game. Like us, many guests went straight to the bar after the game. All the seats at the bar filled quickly, and those not able to sit at the bar found tables. Long story short, there were TWO bartenders servicing the bar, and NO ONE to serve the tables. We got lucky, when one of the bartenders came over to take our order. We saw many people get up to leave after long waits and no service. It’s not like the W wasn’t expecting a thirsty crowd… these are hockey fans, for God’s sakes, and they’ve just spent at least $500/night for the privilege of being ignored at the hotel bar! Love the location of the W Dallas, hate the service. Will think twice next time we visit for a game!