Sheraton DFW Airport Hotel — Hotel in Irving

I stayed here overnight with my infant, alone. I showed up with a giant suitcase, baby in stroller and two other bags. I was surprised at the entrance there was a revolving door that we couldn't fit in and no handicapped button to go in the side door. I stood there for a minute before I realized this. Despite the valet and two people standing inside the doorway greeting people who came in, I needed a fellow guest to help me open the door and bring my suitcase in.

As I approached and stood at the check-in desk, I found a key card on the floor right in front of the desk and picked it up to give to the person. As I moved over to the other side of the computer to put my card in the reader, there was another key card right in front of the desk that I picked up and put there. I found that odd considering there was no one around when I walked up except two people greeting and the two people behind the desk.

During check-in, there was an issue with the system, all the cleaned rooms weren't showing as available so we waited about ten minutes for that to be squared away. I asked to confirm they could provide a stroller and person checking me in said they did.

Up in our room, I sat on the floor to play with the baby and the carpet was wet under the dresser for the TV. I don't know if housekeeping spilled something or if there was infiltration from window but it soaked my bottom. I was so busy trying to manage the baby and packing and organizing for our flight out that I didn't report this to the hotel. After an hour or so I had to call to request the crib again and it was brought up promptly after that.

Room service was efficient, they came in less than 30 minutes around dinner time.

The channel list was hidden in a folder where the room service menu was- there was no express check-out menu on the TV. I wasn't made aware of the other amenities (ie- breakfast, restaurant, pool, etc.) at check-in, I had to look it up myself while keeping the baby from opening unsecured drawers, etc.

The next morning I left early, no one was attending the front desk. Luckily they checked me out automatically. Also felt lucky someone was actually at the front door to help me get out easier than when I came in.

Overall- I wasn't very impressed with this Sheraton based on the rates and expectations I'd had for this line of hotels. I didn't feel a warm welcome as I struggled to get in the door and during the check-in process which soured my impression. The accommodations were nice, the food was good as well. I wouldn't recommend this location...

NO SHUTTLE on Raining night even after calling for one. On November 4, 2024 DFW had thunderstorms which created a lot of people that needed to spend the night at a hotel or motel. I had to call TEN TIMES to the local number of the Sheraton DFW Airport Hotel, as nine times after the phone rang about ten rings the call was disconnected by the hotel's phone system. On the 10th ring I spoke to a woman and she asked me the terminal I was at which was A and that I was at the exact location for Hotel/Motel shuttle pick up and I was told it might take up to 30 minutes for a shuttle. We waited and waited and waited, as Super 8 and other low cost motels had their shuttles come by. Finally, we took a ride from a man that was trolling for "taxi" service and I arrived and two women were working at reception and neither of them was on the phone, but could Not explain to me why no shuttle arrived within 45 minutes of me calling. I insisted on an answer. I gave an example: "where is the shuttle driver now, is he waiting for us at the place he was supposed to pick us up 50 minutes ago?" I was told: "shift change."

I complained to the General Manager Geoff Gaumer via email and this is the response I received: "The evening you arrived we experienced a very large influx phone calls for shuttles and guest arriving at the same time due to the storms from cancelled flights across the airport. Our shuttle service availability is quoted every 30-45 minutes and can go up to an hour due to weather changes." My response was if you knew many people needed shuttles and your staff could not handle the influx of people requesting shuttles then send the shuttle bus to all five terminals from Noon to midnight, so everyone can get a shuttle ride even if they cannot get an answer on the phone to request one. 1.9 miles is the distance from the airport. It takes less than 30 minutes to drive from the hotel to the airport going to all five pick up points at the five terminals, so shuttle service should have been automatic every 15-30 minutes. Geoff Gaumer seems to have no clue how to run an airport hotel. I invite Geoff Gaumer to go to the airport on a night with thunderstorms and stand outside in shorts and a t-shirt, (as I was flying back from a cruise in the Caribbean and my baggage could not be retrieved) and just stand there to see when a shuttle arrives and experience it with a small crying child...

I cannot say enough good about this hotel. The customer service was exceptional! Food and beds were great! We had missed our morning international flight on March 7th and had to stay overnight. We were stressed and exhausted. I called the Sheraton DFW and they sent a shuttle immediately to pick us up. The driver loaded all of our luggage and stroller (2 year old in tow) with a smile and got us to hotel quickly where he unloaded us and delivered everything to our room. We were received warmly and efficiently around 10 o'clock in the morning. Front desk called twice to make sure we were comfortable and had everything we needed which was a welcome surprise as the hotel was full of cheerleading and dance competitors. We had dinner in the hotel which was really good. Our server was from New Orleans and we enjoyed his humor and recommendations. He was super nice and accommodating to my 2year old son too which scores big points!!! What pushed this stay over the top though was Xavier Finch at the front desk the next morning. We left the hotel about 5:45 in the morning and took my son in his pajamas because it was so early. Once the shuttle dropped us off and we got through security at the airport, we had breakfast and relaxed a bit waiting for our flight and then decided to get my son dressed and discovered we did not have his shoes. I called the hotel and Xavier went to check our room and found them. I asked if he would mail them to my home and charge the postage to my cc. This man got in his car and brought my son's shoes to the airport and met me at Security near our gate where the TSA agent passed them through to me all in time for us to make our flight!! I have a Home Care Agency for Senior Adults and needless to say, Service is my business and my pet peeve is poor customer service, so therfore, I am hard to impress and I do not write reviews often because sadly this type of service is rare. Sheraton DFW your team out did themselves during my stay and deserve recognition for providing the exceptional service that you pride yourself on and advertise. Well done and Thank you, Thank you, Thank you. As a business owner, I understand that you are only as good as the team you have providing the service and yours was...