Our recent two-night stay at the Sheraton Downtown Dallas was one of the most frustrating hotel experiences we’ve had as experienced traveler’s, especially given the Sheraton brand and price point.
We were gone from our room for over eight hours and specifically requested housekeeping service. When we returned, the room had not been cleaned at all—beds untouched, trash still present, and nothing refreshed. After a long day, coming back to a dirty room was unacceptable.
To make matters worse, food we had stored in the refrigerator had completely spoiled, only for us to discover that the fridge was never plugged in. This is a basic amenity failure and resulted in wasted food and unnecessary inconvenience.
After calling multiple times for housekeeping, it took over an hour for someone to finally arrive. At that point, the damage to our stay had already been done.
It also took an hour and a half and multiple requests before the manager, Alan, came to our room. Only then was any attempt made to address the situation, which amounted to comping our valet parking. While appreciated, this did not come close to addressing the cumulative issues we experienced.
Additionally, the experience at the Open Palette restaurant inside the hotel was unacceptable. We waited 30 minutes at our table without receiving drinks, despite being seated and acknowledged. With no communication or service, we ultimately walked out.
Overall, this stay reflected a serious lack of attention to service, com
