The Westin Dallas Southlake — Hotel in Southlake

I booked a two night stay at the Westin Southlake through a third party company and I had already paid, but when I got to the hotel you guessed it, they CHARGED me again! Apparently they caught the oversight at some point and reversed the charge, but by this time the funds were on hold and had already been taken out of my account. So all in all close to $800 was gone from my account for a 2 night stay and I wasn’t made aware until I was at dinner trying to pay for my food and drinks. I immediately called the hotel and asked how this happened, and Nathaniel at the front desk said it was an error made by whoever checked me in, but that it’s my banks fault. Huh?? How does that even make sense? The bank wouldn’t have held the exact amount that was on hold unless whoever didn’t charge my card! I ended up cutting my night short that Saturday because I was so frustrated and not to mention I had $400 less to spend for that night. I checked in on Friday and checked out on Sunday, today is Monday and the money STILL isn’t back in my account! I asked them why didn’t they give me a heads up so that I would know as I’m out and about spending money and using my card and they couldn’t give an answer. THEN on top of this situation I couldn’t really enjoy the room because there was a dirty spoon, a pill, and some type of dirty cap by the bed that was apparently left by a previous guest that wasn’t cleaned up. I called the front desk and spoke with Shelby who was incredible in handling this immediately. Shelby should be a manager and I was shocked that she wasn’t because she was highly professional, accountable, and provided an immediate resolution. She had someone to come clean the room again which I appreciated but after we returned to the room from the money situation we checked the room and there was straight black hair in the bed that wasn’t mine or my husbands because we have Locs. By this time it’s like 9:30pm at night and I’m irritated from all of the inconveniences. I call the front desk they have someone to clean the sheets and we go to sleep bc we had to wake up at 4:30am to catch our flight. Around 11pm someone wakes us up and bangs on the door saying they are maintenance and ask if we’re going to open the door. The next day I explain all of this to the front desk Manager Jay who stated he would look into this and get back with me on Monday bc if the sheets weren’t changed someone was going to get fired. He calls me back on Monday and says that the sheets were changed and that it was probably one of the staff members hair and wanted to give me 5k points for the inconvenience. I told him I’m not happy with that and should at least get a 1-2 night stay for the 4 occurrences and the fact that my money is STILL not in my account bc of their employees mistake and he says unless someone gets hurt he can’t give a free nights stay. I couldn’t believe what I was hearing and asked to speak with his manager and he said he’d pass the message. I also asked for the number to corporate he and began to gate keep information and refused to give it the to me. I asked him when we was going to pass the message to his boss and he said when he gets around to it. I was taken aback and how rude and unprofessional he became and had pull a timeframe out of him as to when this would passed along to his boss. He so rudely said by Friday. Jay, the front desk manager needs to be demoted and his position needs to be given to Shelly who throughout this ENTIRE process has been the most, skilled, professional individual who knows how to interact with paying guests. Before todays call with Jay even after the dirty room I would have possibly stayed here again but NEVER AGAIN if they have people like Jay...

The Westin Dallas Southlake is beautiful and clean. It has spacious rooms, comfy beds, an amazing shower, great food, and friendly front desk staff. I had family and friends in town as we held an event at The Westin Dallas Southlake. I definitely recommend staying at this hotel. It was a great experience in regard to the overnight stay. However, I do NOT recommend holding an event at The Westin Dallas Southlake as the Sales & Catering Manager (initials D.C.) is a nightmare to deal with!!! She was extremely Rude, Condescending, and Unprofessional. She was a terrible communicator. She acted as if we were 'beneath' her. She messed up on the menu for our tasting that I pratically had to beg for, and gave my daughter food she was allergic too. She told me we would be able to set up a tasting when I first signed the contract, then when I asked about scheduling a tasting, she said we were not "eligible" for a tasting due to the type of food we ordered. That made absolutely No Sense! Why was I paying to hold an event with several guests and have no idea how the food tasted? When I expressed my concern, she finally scheduled the tasting, and then treated us horribly while we were there. She acted like we were wasting her time during the entire encounter. She rushed us, and kept checking the time as if she had somewhere else to be. She ensured we felt very UNwelcome the entire time. Every email and phone call exchange had a negative tone. If I asked a question, she acted as if I was stupid for not knowing the answer. She always led her email and phone calls with 'how busy she was', that 'she had a lot of events to juggle', and basically told me 'I was asking questions too early before my event', as if as a paying customer, my event was not important at all. No matter what type of job you have, you should always ensure your customer is happy with the service provided. The Sales & Catering Manager at The Westin Dallas Southlake COMPLETELY FAILED AT HER JOB!!! If she treats all customers the way she treated me, then The Westin Dallas Southlake will lose event business. Due to her extremely poor service and horrible attitude, I would truly rate my event experience a -2. However, she was not present the night of the event, and it was a true blessing. The staff that was assigned the night of the event were absolutely AMAZING!!! Rosevelia was the Event Captain and she and her staff went above and beyond to make sure we were happy and had everything we needed. Our event was a complete success and we and our guests had a fantastic time! The food was amazing, the staff, and bartender were all so friendly and professional. If I just had to rate the Event staff that were present the night of the event, I would have gave them a "10." I am settling on a "3" for the...

Hubby & I had a staycation this weekend! We were able to check in early Friday July 4th. The hotel is beautiful, clean & spacious! Great Pool! Beautiful hotel room! Friendly staff! A huge 5 stars goes to Kyra and Jess!

A huge 5 stars goes to Kyra! She was so great helping with check in & any questions we had. She was so friendly with everyone she encountered! She’s a gem 💎 which is hard to find in the customer service industry these days!

We got two lounge chairs by the pool with an umbrella, we even got one of the in pool lounge chairs which are my favorite! They have pool towels in the pool area & a few water toys available, like volleyballs. Also just outside the pool gate is a spacious courtyard with large chess, connect 4 & bean bag toss/cornole! They had a live DJ , he was great, professional & friendly. You can order drinks & food delivered right to your chair. We had Jess as our Server & she was fantastic, Jess was very attentive to everyone at the pool & so friendly. She is a 5 star gem of an employee like Kyra!

The pool gets full sun ☀️ exposure, bring sunscreen & hat! Sadly, we got rained out around 4 on Friday. BUT we came up to our beautiful hotel room which has a wonderful shower, WITH softener in the water , so refreshing. Then had dinner nearby. You can actually walk to a few restaurants, the bridge over the highway has a spacious walking pathway most of the way.

THERE is an onsite restaurant Jelicos which we will try later today! Update: Jelico’s restaurant… we went for breakfast, we were both disappointed. The sausage was undercooked , almost raw. The French toast, bacon & eggs (not all as one entree) were all just okay. For almost $17 ,or more, per dish none of it was worth getting again.

We will definitely be back to the Hotel, but not to Jelico’s :(

During the night Friday we had zero issues with noise. It was very quiet and nice. My Interactions with Kyra Fri & Saturday are the #1 reason I’ll go back to this hotel & why I decided to join to start...