Sheraton Suites Market Center Dallas — Hotel in Dallas

My family decided on this hotel for New Years Eve due to its close proximity to Reunion Tower. When we arrived at the hotel, I asked to book a room facing the city using my SPG number. The receptionist at the front desk told me I could only book online, so I went to the lobby and booked the room online. The room I booked online was a suite with a king and queen bed in one room and a pull out sofa in the living room. I checked in with the front desk and let them know We had a dog. I paid the fee, signed the waiver, and asked for the pet amenity kit/bed that Sheraton had advertised on their website for families traveling with pets. The receptionist had no idea what I was talking about. We went up to the room and there was a king bed in one room and a queen bed in the living room, but no sofa sleeper. I went back to the front desk to let them know it was not the room I booked online. I was told that the website was incorrect and they don’t have any rooms like that. My family went out for a while. When we returned, I called to the front desk and asked for some extra towels and pillows (there were only three in the room and one had a weird stain). The receptionist told me I have everything I need and shouldn’t need any more. I was confused. I said that I did need more and asked if he was really saying that I couldn’t have any more. He said that is correct, that since I booked online I only booked as one person so I didn’t need any more towels or pillows. I explained that I tried to book at the front desk but was told I had to book online, so I was trying to quickly book in the lobby. I didn’t even know I had booked as one person. The front desk could clearly see I had my family with me, plus the hotel family policy says that kids under 17 are free anyway, so it really shouldn’t matter. The receptionist again refused me towels and pillows, again saying that I had everything I needed and that housekeeping was closed anyway. My husband went to the front desk to see what the problem was with the towels. The receptionist refused to give him towels, too. After my husband told him the hotel would be blasted on social media, he finally gave him a couple of extra towels. About an hour later, he came up with 2 pillows and blankets as well. On New Year’s Eve, I took my two kids to the pool/hot tub area. We got in the hot tub and I leaned my head on the side. I noticed something smelled really gross. I looked behind me, and there was feces all long the side my head was resting on. We all jumped out of the hot tub. I told the receptionist at the front desk, vomited, and scrubbed myself and kids down in the shower. Thank goodness I finally got those extra towels! A closed sign was put on the door for the pool/hot tub and we never got to use it, which was very disappointing since it was a main reason we booked this hotel. Later that evening, my husband went to get ice and noticed animal droppings along the hallway floor near the vending machine. We called the front desk to let them know. A couple of hours later, I went to get more ice, and the droppings were still there but worse because they had been tracked further down the hallway. I called the front desk again to let them know it had not been cleaned up. When we checked out yesterday, the droppings were still there and smeared all in the carpet from people stepping on them. This hotel had the worse customer service and cleanliness I have ever seen. My family travels very frequently and we have never had an experience as poor as this, especially at a...

I would never recommend this hotel to anyone, or stay here again. I didn't just have one problem, but several . First of all, when I booked my room, I was told that I would have guaranteed early and late check out. My room was to be ready to check in by 10:00am. I called on my way to the hotel at 12:30pm (an hour and a half later than my room was supposed to be ready) and the woman I spoke with informed me that not only was my room not ready, but that check in wasn't until 3:00pm and that was the earliest I would get a room. Thankfully I was able to speak with a supervisor and get my room by 1:00pm. Had I not called ahead of time I would have really been in trouble, I was driving all the way from Oklahoma and needed the early check in to get ready for an event I had that day in Dallas and had been in the car for hours. Initially when I arrived at the hotel I was pleased with the aesthetics, as the lobby is very clean and beautiful, but when we got off the elevator onto our floor, we were met with a strange odor, and noisy fans all along the halls. Not sure what the deal was there because the carpet was not wet. Next, when we walked into our room we were initially pleased as the living room area was clean but the bathroom was a different story entirely. The sink had a huge crack in it and was dirty, the bathtub had a ton of rust in it and the faucet leaked so bad that the noise of the drip nearly kept us awake that night (we were able to shut both doors to the bathroom and that cut the noise significantly), the toilet didn't flush properly and we had to hold down the handle to get it to flush and then jiggle it so that it would stop running. The last problem we had was the beds. The bedding was clean, however, the headboard was made out of a faux leather type of material that was so old that it was cracking and flaking onto the pillows. It looked so trashy, the only word I have to describe it is ghetto. The headboard on the bed on the left hand side of the room was flaking and torn up so badly that there were actual scratch marks from someone's hand. I can't imagine how they got there. Lastly, we woke up and were getting up and around and thankfully we were dressed and decent because housekeeping did not knock at all and came right in and were in our living room area, I said "Hello?" and the woman opened the door to the bedroom and saw me and said "Oh I am sorry!" and left. I'm not sure why she thought that we had left since they had on record that we requested late check out which was not until 4pm. We left shortly after that because of how uncomfortable we felt. Since we were only in town one night for a concert and weren't in the room for long I didn't report this to the staff, but it was easily one of the most disappointing hotel stays I have ever had, and I have stayed at many, many hotels. I really wanted it to be a special weekend for the event me and my girlfriend were going to that evening, that is why we decided to spend more and get a suite and was disappointed with the way our...

I tried to inquire about the availability of the indoor-outdoor pool before we made the 200 mile drive. I was told that the outdoor pool was "open right now" but the woman said she was "not sure" if it would be closed 48 hours later when we arrived. I asked if it was heated and she said yes. In fact it is NOT heated. I also said that on the video I had watched online it looked like you could swim from the outside to the inside pool (it is one continuous pool) and she said "yes". When we arrived there was a clear sheet of plexiglass separating the two pools so that you could not access one from the other. This was a HUGE disappointment to my two kids! It would have been OK if they had told me ahead of time so that I could have not gotten their hopes up about being able to swim from indoors to outdoors, which to a kid is a really cool thing. The room was fine, I really liked the layout for people who are sharing with their kids because you can shut the door between the living room area and the bedroom and each has it's own TV. I definitely recommend that feature. Also I appreciated that it had a microwave and mini fridge, again with kids it is helpful for keeping snacks around. We also brought a dog and the hotel allows that which was great. So they get points for being pet friendly. The check in staff was very nice and courteous and we felt welcomed. However, the waitress that served us both times we went to the breakfast buffet was rude and abrupt. I worked as a waitress all through college so I feel like I can be a fair judge and I think she needs to change professions. She didn't smile or do anything to make us feel welcome and seemed generally annoyed to have to serve us. The buffet was over-priced in my opinion but had a good selection and the fresh fruit was especially impressive. Watermelon in November was quite a treat! We only ate breakfast there so I cannot comment on other meals. The maid staff were very nice and helpful and I was able to get extra tea bags, blankets, etc. with no problems. Every maid I encountered was helpful and attentive and spoke English which made it easier to get help. The location was great in that it is convenient to lots of things we wanted to do downtown and also it was easy to get to the major arteries to navigate Dallas. But of course it's not very scenic to be on the balcony when you are surrounded by highways. But that was fine with us as we were going for convenience of location. So over all we felt that the experience was mixed. We would stay there again but maybe just avoid the restaurant and go during the summer to ensure that both...