This stay at the Sheraton Dallas easily goes down as the worst hotel experience I’ve ever had.
At check-in, everything seemed fine – just like any other stay. We were in town for the Annual Dallas Margarita Ball, and since this is the host hotel, we expected at least basic competency. Instead, the longer the weekend went on, the more obvious it became that this hotel was completely unprepared and unwilling to prioritize its guests.
Parking & Accessibility – A Disaster for Disabled Guests
We paid for self-parking for the entire weekend. Simple, right? We left the hotel and came back to a big sign that said “LOT FULL.” Except…it wasn’t. There were plenty of open spaces visible.
As a 100% Service-Connected Disabled Veteran with an active handicap placard, I specifically chose to stay at the host hotel so I wouldn’t have to walk multiple blocks or cross busy streets after a long event. Instead, I was effectively told to fend for myself while spaces were apparently being held for hotel employees working the event.
Let me be very clear:
• Guests paid to park there.
• Handicap accessibility should not be optional or an afterthought.
• Employees absolutely could have parked across the street or down the block – not the disabled guests and paying attendees.
This wasn’t just an inconvenience; it was disrespectful and showed a complete lack of consideration for disabled guests.
On top of that, friends of ours who tried valet were told “valet is full” as they arrived to check in. No alternative solution, no effort to accommodate, just “we’re full” as if that were acceptable at a convention host hotel during a major event.
Key Deactivated With No Communication
The final straw was what happened after the event. I came back to my room around midnight, exhausted, only to find that my room key no longer worked. No warning. No call. Nothing.
I went down to the front desk and was told that the hotel had tried to authorize a charge, and my bank flagged it as fraud. I completely understand that this can happen—that’s not the issue. The issue is that instead of communicating with me in any way (a call, a text, a note), the hotel simply deactivated my room keys and left me to discover the problem in the middle of the night.
So there I was:
• Locked out of my room at midnight
• Completely unaware of what was going on
• Forced to stand in line and sort it out at the front desk because the hotel chose not to notify me of anything
For a hotel that’s supposedly experienced with large conventions and events, this is completely unacceptable. You don’t just lock a guest out of their room with no communication over a payment issue that could have been easily resolved with a simple conversation.
Overall Experience
Throughout the weekend, the hotel’s response to every issue felt like an excuse, not a solution. For a property hosting 1,800+ rooms worth of guests for a major annual event, they dropped the ball on the basics:
• Parking and accessibility
• Guest communication
• Valet capacity and planning
• Respect for disabled guests
The organizers of the Annual Dallas Margarita Ball should seriously consider moving to a different host hotel in the future. This property clearly did not respect or properly support the attendees or their needs.
We will not be returning to the Sheraton Dallas. This was, without question, the worst hotel experience I’ve had, and it was entirely preventable with better planning, communication, and prioritization of the people who keep this place in business: their guests. ⭐️❌
David
had a quick business meeting since at conference at hotel. several wanted decaf coffee and they couldn't provide it and recommended going down the hall to get it. quite surprised with that answer.
Oody
Mother's Day Brunch at Open Palette was outstanding and we will happily return year after year for such a wonderful, delicious, and thoughtful experience! Beautiful setting in the atrium. Menu was absolutely perfect including some great juices and so many exceptional options. Really could not have done better. Carving station, various seafood, omelet, salads, charcuterie and more. The make your Mom a card and flower bouquet was just too sweet!
Tamitha
Nick was exceptional! Both hostesses were extremely courteous! The food selection and set up was impeccable! So worth every penny!!!!
Richard Kent
I bought a large bag of SNACKLINS 2 nights ago. I was charged 7.50. I questioned this. The girl said that was the price. I just assumed this was a high-priced market and bought them anyway. I really liked these so bought another bag the next night to travel back home with. The cost was 4.00.....I questioned this to the girl (different cashier of course) serving me. She said no, they are only 4.00. This was one product without a price tag. Someone may want to keep an eye on the cahiers and your P&L
Service: 1
Gerardo
The food and service was amazing and the live music was outstanding I would go again for another valentines.
Joanne
I never imagined a cheeseburger could taste this amazing! I had a lunch meeting with my team, and the service was outstanding—our server was so attentive and really made sure we had everything we needed. My coworker ordered the steak frites, and now I'm kind of wishing I had gone with that instead—it looked incredible!
Raul
Coffee had no flavor. The pizza was the worst I've ever had. I've had frozen pizza that tastes better.
Atmosphere: 3
Food: 1
Service: 3
John Sabatini
This is a hotel market. They know they have a captive audience (as they mostly do conferences) so they charge an arm and a leg for basic items. They hide their pricing. Staff just stands there and doesn't greet you or ask you if you need help. Had to ask for a receipt and bag. $8 for 2 20oz sodas.
Atmosphere: 1
Food: 1
Service: 1
Patrick Daniel
Obscenely expensive and the coffee is just ok but the service is great and it's very convenient
Checked in online Wednesday for our arrival on Thursday and requested a digital key as I knew it was going to be a madhouse with the cheer competition. Never received a room key so when we arrived at 9 pm, I was forced to wait in line for about 1.5 hours because their app was down. After waiting, I was told that they had run out of double queen rooms and that they could put me in a king room and provide a rollaway bed. I had my husband, myself, and my children with me. I was told there was nothing they could do, and that they didn’t have any additional rooms to upgrade or purchase another room, and that we couldn’t move rooms during our stay. We were told that the rollaway bed would be delivered within 30 minutes. We called down numerous times, and I finally went down after midnight because I have a 2 year old and we needed to be awake at 4 am. The rollaway bed arrived after 1230, the gentleman who delivered the bed was rude. We had no pillows and a dirty blanket given to us.
Our king bedroom was so TINY that the rollaway bed made it incredibly difficult to walk about the room. The bathroom door didn’t stay shut, and the bathtub didn’t drain.
Front desk staff was nice. Not super helpful, but nice. We were told we would receive some perks for the inconvenience and all those promises were not upheld at all. I called to speak to a manager and was told they were all out of the office. I find it hard to believe you don’t have a manager on site at all, especially during an extremely busy weekend for such a large cheer competition.
Jason Flanary
Here now, check in service is a disaster. Waited in Platinum Elite line for over an hour. They were averaging about 1 customer every 15 minutes. The people we walked into registration with went thru the normal check in line in half the time we did in elite line. Had to ask if they had ever considered servicing some of the elite customers thru the normal check in, apparently they couldn’t figure that out by themselves. Terrible customer service. Recommendation would be go stay somewhere else downtown.
Alexi Leonov
Quite simply the worst coffee I have had.. ever. It cost me 7 bucks… and was undrinkable.
This stay at the Sheraton Dallas easily goes down as the worst hotel experience I’ve ever had. At check-in, everything seemed fine – just like any other stay. We were in town for the Annual Dallas Margarita Ball, and since this is the host hotel, we expected at least basic competency. Instead, the longer the weekend went on, the more obvious it became that this hotel was completely unprepared and unwilling to prioritize its guests. Parking & Accessibility – A Disaster for Disabled Guests We paid for self-parking for the entire weekend. Simple, right? We left the hotel and came back to a big sign that said “LOT FULL.” Except…it wasn’t. There were plenty of open spaces visible. As a 100% Service-Connected Disabled Veteran with an active handicap placard, I specifically chose to stay at the host hotel so I wouldn’t have to walk multiple blocks or cross busy streets after a long event. Instead, I was effectively told to fend for myself while spaces were apparently being held for hotel employees working the event. Let me be very clear: • Guests paid to park there. • Handicap accessibility should not be optional or an afterthought. • Employees absolutely could have parked across the street or down the block – not the disabled guests and paying attendees. This wasn’t just an inconvenience; it was disrespectful and showed a complete lack of consideration for disabled guests. On top of that, friends of ours who tried valet were told “valet is full” as they arrived to check in. No alternative solution, no effort to accommodate, just “we’re full” as if that were acceptable at a convention host hotel during a major event. Key Deactivated With No Communication The final straw was what happened after the event. I came back to my room around midnight, exhausted, only to find that my room key no longer worked. No warning. No call. Nothing. I went down to the front desk and was told that the hotel had tried to authorize a charge, and my bank flagged it as fraud. I completely understand that this can happen—that’s not the issue. The issue is that instead of communicating with me in any way (a call, a text, a note), the hotel simply deactivated my room keys and left me to discover the problem in the middle of the night. So there I was: • Locked out of my room at midnight • Completely unaware of what was going on • Forced to stand in line and sort it out at the front desk because the hotel chose not to notify me of anything For a hotel that’s supposedly experienced with large conventions and events, this is completely unacceptable. You don’t just lock a guest out of their room with no communication over a payment issue that could have been easily resolved with a simple conversation. Overall Experience Throughout the weekend, the hotel’s response to every issue felt like an excuse, not a solution. For a property hosting 1,800+ rooms worth of guests for a major annual event, they dropped the ball on the basics: • Parking and accessibility • Guest communication • Valet capacity and planning • Respect for disabled guests The organizers of the Annual Dallas Margarita Ball should seriously consider moving to a different host hotel in the future. This property clearly did not respect or properly support the attendees or their needs. We will not be returning to the Sheraton Dallas. This was, without question, the worst hotel experience I’ve had, and it was entirely preventable with better planning, communication, and prioritization of the people who keep this place in business: their guests. ⭐️❌
had a quick business meeting since at conference at hotel. several wanted decaf coffee and they couldn't provide it and recommended going down the hall to get it. quite surprised with that answer.
Mother's Day Brunch at Open Palette was outstanding and we will happily return year after year for such a wonderful, delicious, and thoughtful experience! Beautiful setting in the atrium. Menu was absolutely perfect including some great juices and so many exceptional options. Really could not have done better. Carving station, various seafood, omelet, salads, charcuterie and more. The make your Mom a card and flower bouquet was just too sweet!
Nick was exceptional! Both hostesses were extremely courteous! The food selection and set up was impeccable! So worth every penny!!!!
I bought a large bag of SNACKLINS 2 nights ago. I was charged 7.50. I questioned this. The girl said that was the price. I just assumed this was a high-priced market and bought them anyway. I really liked these so bought another bag the next night to travel back home with. The cost was 4.00.....I questioned this to the girl (different cashier of course) serving me. She said no, they are only 4.00. This was one product without a price tag. Someone may want to keep an eye on the cahiers and your P&L
Service: 1
The food and service was amazing and the live music was outstanding I would go again for another valentines.
I never imagined a cheeseburger could taste this amazing! I had a lunch meeting with my team, and the service was outstanding—our server was so attentive and really made sure we had everything we needed. My coworker ordered the steak frites, and now I'm kind of wishing I had gone with that instead—it looked incredible!
Coffee had no flavor.
The pizza was the worst I've ever had. I've had frozen pizza that tastes better.
Atmosphere: 3
Food: 1
Service: 3
This is a hotel market. They know they have a captive audience (as they mostly do conferences) so they charge an arm and a leg for basic items. They hide their pricing. Staff just stands there and doesn't greet you or ask you if you need help. Had to ask for a receipt and bag. $8 for 2 20oz sodas.
Atmosphere: 1
Food: 1
Service: 1
Obscenely expensive and the coffee is just ok but the service is great and it's very convenient
Atmosphere: 5
Food: 4
Service: 5
Restaurantji Recommends
Checked in online Wednesday for our arrival on Thursday and requested a digital key as I knew it was going to be a madhouse with the cheer competition. Never received a room key so when we arrived at 9 pm, I was forced to wait in line for about 1.5 hours because their app was down. After waiting, I was told that they had run out of double queen rooms and that they could put me in a king room and provide a rollaway bed. I had my husband, myself, and my children with me. I was told there was nothing they could do, and that they didn’t have any additional rooms to upgrade or purchase another room, and that we couldn’t move rooms during our stay. We were told that the rollaway bed would be delivered within 30 minutes. We called down numerous times, and I finally went down after midnight because I have a 2 year old and we needed to be awake at 4 am. The rollaway bed arrived after 1230, the gentleman who delivered the bed was rude. We had no pillows and a dirty blanket given to us. Our king bedroom was so TINY that the rollaway bed made it incredibly difficult to walk about the room. The bathroom door didn’t stay shut, and the bathtub didn’t drain. Front desk staff was nice. Not super helpful, but nice. We were told we would receive some perks for the inconvenience and all those promises were not upheld at all. I called to speak to a manager and was told they were all out of the office. I find it hard to believe you don’t have a manager on site at all, especially during an extremely busy weekend for such a large cheer competition.
Here now, check in service is a disaster. Waited in Platinum Elite line for over an hour. They were averaging about 1 customer every 15 minutes. The people we walked into registration with went thru the normal check in line in half the time we did in elite line. Had to ask if they had ever considered servicing some of the elite customers thru the normal check in, apparently they couldn’t figure that out by themselves. Terrible customer service. Recommendation would be go stay somewhere else downtown.
Quite simply the worst coffee I have had.. ever. It cost me 7 bucks… and was undrinkable.
Warm, inviting atmosphere, friendly staff, delicious coffee!
Atmosphere: 5
Food: 5
Service: 5
Recommended dishes: Chef's Salad, Croissant, Fresh Baked Bread, Chicken Caeser Salad, Yogurt Parfait
Great little stop in the early am
Atmosphere: 4
Food: 4
Service: 5
Recommended dishes: Iced Caramel Latte, Bacon Breakfast Sandwich, Breakfast Bacon Burrito
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