Great customer service So impressed this weekend. The hotel is crazy busy. I noted on my reservation that it was my granddaughter’s birthday. Just before bed she received cookies, balloons and a card! I bought an American Girl package and it did not disappoint! Would highly recommend. Great customer service.

Solid but Uninspiring I booked here for a two nights while visiting the Dallas area with family members. I booked here primarily because I found an excellent deal via Priceline which essentially halved the price. The location is probably the biggest strength of the property: it is located directly inside the Galleria with direct access from the lobby and has easy access to I-635 and I-35 East, making travel to essentially any place in the metroplex quite simplistic. At check in, I noticed something off about the receptionists working at the front desk. They weren't necessarily cold or unfriendly, but they did not seem to be overly helpful. They seemed to be busy answering calls a number of the times I was in the lobby, which is probably more of a staffing issue than an issue with the staff themselves, however, the staff also missed information such as explaining where amenities such as the pool were or failing to mention that the internet was not actually free (more on this later). The room in general was decent, but not overtly good. It was spacious and comfortable enough, with a nice chair and sitting area near the window, but there were a couple of blemishes that were missed. There was a light, unidentifiable stain on the comforter, which was easily identifiable with a slightly closer. The glass on top of the desk felt rough and the smoothness of the glass was uneven, indicating questionable wiping of the surface. The sitting area near the window had a number of spots of discolouration in the wood that separated the seat from the windowsill which appeared to be the result of staining. The bathroom was a fairly tight fit but was mostly clean and the granite countertop appeared to be free of any grime. However, the caulking in the walls of the shower showed slight mould growth in more than a few areas. The parking situation is also highly confusing as the parking lot directly in front of the hotel is reserved for valet parking only, the free parking is in the basement level of the Purple Garage. One major issue I found was that the internet was not free in room, which was contrary to what was described. When I inquired about this discrepancy, I was told that the hotel only has free internet in the lobby which third party sites label under the generic phrase "free internet". While I understand that the hotel probably has little control over what is advertised on third party websites, this could at least be addressed by the receptionists upon check in.

Excellent American Girl experience stay! My daughter and I just returned from a one-night stay using the American Girl Sweet Dreams package. We had an excellent experience! Check in was very easy, and the women at the front desk spoke in code so that I knew the special items were delivered to our room but my daughter was not aware. The location (proximity to the store and the mall) is excellent. It is also very convenient that you can park in any parking garage and leave your car overnight. The Grand Lux Cafe will deliver to the hotel for no extra charge, so we ordered dinner online and got it from the front desk, following the process detailed in the room. That was very convenient as well. The room had a bathrobe for me to wear as well as free water for Bonvoy members. It was very quiet; we were on the 12th floor. The pool is very nice, a little chilly, but it's heated. They have pool toys for kids too, another bonus. The American Girl Sweet Dreams promotion comes with: Doll folding bed (becomes a chair for daytime use) Matching doll comforter Doll pillow Doll bathrobe with real pockets Doll slippers Glass jar of strawberry jam Jelly Belly beans and strawberry starburst Welcome note and American Girl shopping bag All in all, this was an amazing experience that my daughter absolutely loved! The only downside is that there is no free breakfast, but I didn't expect that for a property of this level.

OH MY GOD! STAY AWAY! I am currently staying at the hotel, just arrived with my family and booked 3 rooms. Oh my god, for saying the very least, LACK OF ATTENTION, and not very friendly at the front desk. I booked my stay through Hotwire and I specifically filtered options with free wifi (traveling with kids and need Netflix and YouTube), and no, internet is NOT free, and they laugh when you ask for them to stand by the “amenities” offered through the page. Room is only OK, nothing more. No room service, “because” of covid, although we were previously staying at a different hotel, but wanted to change location and get to know Dallas some more, and there they had room service. But the worst of everything is: NO HOUSEKEEPING SERVICE - WHAT? I didn’t expected this. And it’s nowhere advertised, and at the front desk this was informed once they gave us our keys, AFTER it is obviously imposible to cancel.

Disappointing for a Westin I booked this hotel for a quick two night stay to shop. I normally trust the Westin brand specifically for a good sleep, amenities etc. I was surprised by the lack of attention to detail and did not find it to be up to Westin standards. Some issues I encountered: - There is no housekeeping service due to covid - No dining/room service and very limited food options - Sheets and pillow cases had stains (should have took pictures) - Pillows were not Westin brand? Stained, mismatched, and felt very cheap. - Bed sagged in the middle and I had to sleep on the side. Not the world famous “heavenly bed” The gentleman at the front desk was lovely and doing his best, but to be honest there was no saving this situation for me. I ended up leaving and going to the Ritz for my second night so I could enjoy the rest of my trip. They had housekeeping and food service so I don’t think it’s a covid thing as much as it’s a staffing issue. That’s fine but then that should be advertised when you book.