The Westin Galleria Dallas — Hotel in Dallas

The Westin Galleria in Dallas went from the only place we will stay at to the last place we will ever go back to.

Let’s start with the elevators being down the entire time of our trip. Half the time the service elevators wouldn’t work or took too long and that’s not exactly fun when your room is on the 13th floor and your wife is pregnant. You also have a 2 year old, an older woman, and a 12 year old who was in Dallas to celebrate his birthday.

First night, we ordered room service and they didn’t bring my sons meal. No biggie, except the phones weren’t working. Go use the service elevator… took 30 minutes to go down and tell someone. By the time my wife got back to the room her food was cold. They then brought my sons food 20 minutes after. The manager the next day said she’d comp the dinner… that never happened. They took off my sons meal but nothing else. Not a biggie, but why say you are and then don’t?

The main issue was a bag that had medicines, makeups, curling irons, and other misc. items went missing. It was in the restroom, in a large brown paper bag open, heavy, and you can see the belongings in it. It had to either be the housekeeper accidentally took it or she stole it. Stealing would be odd since we had lots of other valuables including an iPad and PlayStation in the room. I’ll also add that housekeeping policy there at the Westin is that they don’t throw away any thing that isn’t in a trash can unless it’s by the front door. Our brown bag was in the bathroom away from the trash.

It was late at night when we noticed, so we called and the only pleasant person that worked there was the front desk girl that night. She was so sweet and understanding. She tried to get ahold of the housekeeper, supervisors but didn’t have any luck. They said the housekeeping supervisor would give us a call in the morning.

And he did! Except, he was shockingly rude. Didn’t offer an apology and said he talked to his housekeeper and trusts them over guests. That’s legitimately what he told us. It was unbelievable.

So we talk to the Director of the hotel, the one who oversees the entire operation. And let’s just say it’s pretty clear why the Housekeeping supervisor talks to guests the way he does, it’s because the Director is worse.

How can you not offer up an apology of any sort. The Director, he asked what the value of the items were and when told his response was “in a small bag?” Because he was surprised makeup and medicines are not cheap. Not to mention we had prescription meds and the value exceeded $500. If anyone has ever gone to Sephora you know makeup isn’t cheap.

It was really insulting and embarrassing to talk to these people. They treated us like liars and thieves and couldn’t offer up any apology.

We would’ve been fine if they were apologetic and tried to help us more. Now it’s been 3 weeks and we are dealing with insurance and the police are “investigating”. The Westin has yet to get back to us about our experience and honestly it’s unacceptable.

The last 2 days of the trip was spent dealing with rude Westin management, hostile housekeepers, and having to get medicines. We paid over $1500 to the Westin for a 5 day stay, lost over $500 worth of goods. Still spending valuable time dealing with what happened.

I promise, had we been treated better we would’ve loved to work something out. But, now you all lost a family who came once a year to the Westin Galleria and spent way too much money.

We’re glad to take our hard earned money and go elsewhere.

TLDR: Rude management, stolen...

Well this is my first review ever and just had to review. |This place is just awful. Book elsewhere!||Positives:|- Westin bed is great. ✅|- Room size good. ✅||Negatives. |- Got stuck in the lift for 20 minutes. Used the lift phone and no one answered. Called the hotel from the lift and I think you get an AI person answering who can’t help. Hung up. Pressed the lift alarm. At least that worked. Nothing. Eventually called my friend and he sorted an engineer. I climbed out once the engineers opened the doors between level 3 and 4, and he said all they do is give trouble. Asked why they don’t service them. He shrugged his shoulders and said he was off to fix TVs. Anyway these things aside as they happen, went to the front desk and asked them to order a car (at the hotel cost) as the delay made us late for dinner and the lady at reception just laughed at me. Fine. I told her this was pretty poor and then as seems to happen these days when you complain rationally and normally, she says don’t be aggressive ( the new way to make people deflect a problem and resolve things for themselves ). I asked for the manager ( no loud voices and certainly NO swearing etc) and she says she was the manager. Now that is actually the funny bit! 😂. I said really! And wished her all the best! Walked around the corner and both the manager and the other receptionist were laughing out loud about the situation and discussing it with other guests whom were there. UNACCEPTABLE. This hotel is TOTALLY UNPROFESSIONAL AND LACKS ANY FORM OF RESPECT LET ALONE ANY FORM OF CUSTOMER SERVICE. So if you are scared of being stuck in a lift and don’t like being treated like an idiot probably don’t stay here!|- Lifts extremely slow.|-Bar outdated and just a horrible room (water service and staff excellent though). |- At 630 am was woken up by drilling or some sort of maintenance. This went on for an hour or so. Just appalling and v noisy. Tried to call reception to ask how long but the room phone doesn’t seem to have a reception button unless I missed it. Scary if there is an emergency. |-Noisey rooms as next to a freeway and busy traffic but that is what it is. |- Rooms a little tired. |- Noisey plumbing from your next door neighbour. ||Now to see if the hotel serves breakfast and where that is as wasn’t explained any of that on checkin. ||So I will have the last laugh and not stay here again even though a set of comedy of errors do happen in life. Good luck to all the GREAT staff but find another professional hotel to work in as there certainly are plenty...

I mostly stay at Marriott properties. This hotel was a let down. The hotel is beautiful, the room was very nice. The staff...mostly good. First room, hair dryer worked half the time. There was so much dust it felt like sand. We started to wipe the desk down but, then there was dust on the side tables, the bed frame. Then we started to notice other small things wrong with the room. Ok, called front desk, explained the problem, they decided to move us. Then I noticed a bigger problem so I called again. I asked to speak to a manger to inform them of a bigger problem with the room. This is where and what bothered me. The person I spoke too was rude. I understand when a customer asks for a manager, you try to fix the problem first. Unfortunately what I got was a rude response "why do you want a manager?". After I told her the problem, all of a sudden her attitude changed and was told a manager would come talk to me in person. That did not happen. A bellman came to the door and helps us to our new room. Very nice guy, very apologetic about the condition of the room. Took his time to make sure the next room was clean. The next room. For a hotel of this caliber, many little things were wrong. The shower door did not seal properly so water was all over the bathroom floor. The makeup mirror base was chipped, very sharp edges and the light did not work on it. The mirror needs to be thrown away and replaced. The room clock was still one hour behind (daylight savings time was a week ago). I know this seems like a small issue but, this is supposed to be a top of the line hotel. The price would remind you of that. For a hotel like this, the little things shouldn't fall between the cracks. Front desk should have better training. Also, I had a minor issue with the valet. No one wears a uniform or at least some type of id showing they are valet. Not a big deal, untill you see a group of young people huddled together and your sitting in your car wondering who was working. Especially when there were many cars parked under the driveway cover. Luckily I used a Marriott stay rewards certificate. Had I actually paid for this stay, I probably would have been more upset. I normally wait to finish my stay before posting a review, not this time. I will not return to this hotel. Edit: valet does wear a uniform/jacket. They just were not wearing ...