We noticed that you're using an unsupported browser. The TripAdvisor website may not display properly.We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.

“Terrible customer service spoils a well located hotel”

Best prices for -
Check In dd/mm/yyyy Check Out dd/mm/yyyy
Prices are for 1 room, 2 adults
Show Prices
Compare best prices from top travel sites
and 12 more sites!
The Fairmont Dallas
Ranked #18 of 204 Hotels in Dallas
Certificate of Excellence
GreenLeadersGold level
London
Level 5 Contributor
62 reviews
22 hotel reviews
common_n_hotel_reviews_1bd8 22 helpful votes
“Terrible customer service spoils a well located hotel”
Reviewed 14 July 2014

A previous review that I did of this hotel a few years ago was very favourable. We had taken a suite on the 'gold' floor for a wedding. Back to Dallas for another wedding saw us getting a suite on the 6th floor. Upon arrival we discovered a leak in the room meaning that a large chunky of floor was wet through. We let the reception know and they said we could upgrade to the gold floor but we had other family members who wanted to connect to us and that wouldn't be possible. Long story short in a 7 day stay they couldn't even get their act together to sort it. A 45 minute conversation at the end of the week saw a 1 night comp. Not great. Having said that - great location; friendly staff (the barman kept the bar open late on the Saturday); pool is great and a disabled friend of ours said that the amenities were good. Food ok but nothing special. Air con an issue on one whole floor while we were there too - I think it needs some TLC. Anyway, it's a shame that certain aspects let down what could be a great hotel.

  • Stayed July 2014, travelled with family
    • Location
    • Cleanliness
    • Service
Helpful?
1 Thank mrchunky
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KatieNorwood, Public Relations Manager at The Fairmont Dallas, responded to this review, 18 July 2014
Thank you for providing feedback on TripAdvisor. On behalf of our team, I would like to extend our sincere apologies for the inconveniences that you experienced during your stay. A guest room with a wet floor is unacceptable, and we regret that the issue was not properly addressed while you were on property. Our hotel leadership team will be in contact to provide appropriate assistance, as this experience is certainly not indicative of the level of service and luxury that our hotel typically provides. We appreciate your kind words regarding The Fairmont Dallas’ amenities and ideal location, and we hope to have the opportunity to be of service to you in the future.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Write a Review

1,990 reviews from our community

Traveller rating
    1,035
    596
    211
    94
    54
See reviews for
293
486
96
881
Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (350)
Date | Rating
  • English first
  • French first
  • German first
  • Italian first
  • Japanese first
  • Portuguese first
  • Russian first
  • Spanish first
  • Any
English first
Sheffield, United Kingdom
Level 5 Contributor
60 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 30 helpful votes
Reviewed 13 July 2014

This is a quality hotel and close by everything we wanted to see whilst in Dallas,rooms are nice,free wi fi,helpful staff and a very nice bar to unwind in the evening.No complaints whatsoever and would recommend this place.

  • Stayed June 2014, travelled as a couple
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
1 Thank JOHN P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KatieNorwood, Public Relations Manager at The Fairmont Dallas, responded to this review, 29 September 2014
Thank you very much for sharing your comments. We are delighted that you enjoyed your stay at our city-center hotel. I am happy that you had a positive experience with our guest rooms and Pyramid Bar. We do hope to welcome you back to The Fairmont Dallas soon. Thank you, again, for sharing your feedback.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Ottawa, Ontario
Level 6 Contributor
114 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 134 helpful votes
Reviewed 11 July 2014

We have generally had positive experiences with Fairmont hotels in several cities, so it was one of our first choices of hotel when we visited Dallas earlier this year. The two key points about this hotel are, first, its central location (very close to the "museum district", and very close to downtown), and second, its very friendly staff. I could not tell if many of the staff were from Dallas, other parts of Texas, or other parts of the U.S., but the hiring manager here has done an incredible job of bringing in only the best employees. All requested services were delivered in a fast, friendly and efficient manner. The hotel itself is quite nice, though not spectacular (as compared to, for instance, Fairmont's property in Quebec City or Lake Louise). It is on par with the majority of Fairmont hotels across North America - that is, as a "grand hotel" in the downtown core of the city in which it is located, a bit "rustic" in some ways, but modern in all of the necessary ways (heating, cooling, bathrooms, quality restaurants and chic bars, and so forth). As a final point, I remember the taxi fare from Dallas-Forth Worth Airport being about $50, and the trip taking just under 30 minutes, with a bit of traffic, which I believe is comparable to other hotels in the area. We will stay at this hotel again if and when we return to Dallas, no question about it.

Room Tip: A "room with a view" is not really a consideration at his hotel, as while I do think Dalla...
See more room tips
  • Stayed March 2014, travelled as a couple
    • Value
    • Cleanliness
    • Service
Helpful?
1 Thank Ippocalyptica
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KatieNorwood, Public Relations Manager at The Fairmont Dallas, responded to this review, 29 September 2014
Hello and thank you for sharing your feedback. We are happy that you had a positive experience with your stay at The Fairmont Dallas! We are pleased that our team provided exceptional, warm service, and that you were able to take advantage of our location in the Dallas Arts District near the Sixth Floor Museum, Klyde Warren Park, the Dallas Museum of Art, shopping and fine dining. We look forward to welcoming you back to The Fairmont Dallas very soon. Thank you, again, for sharing your comments.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Level 3 Contributor
14 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed 11 July 2014

We spent two nights and attended a large banquet. We always stay Fairmont Gold when it is available and were not disappointed with Dallas's version. We have stayed at at other Hotel/resorts on their "high level" floors, but have not experienced any that match Fairmont Gold. Breakfast provides extensive Continental and hot dishes, pastries, juices, and a cappuccino/ espresso coffee machine. Snacks are available throughout the day along with wine and honor bar. Hot appetizers and desserts are offered during the evening. Location is great for downtown activities and close to major highways.

  • Stayed June 2014, travelled as a couple
    • Value
    • Sleep Quality
    • Service
Helpful?
1 Thank Linda M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KatieNorwood, Public Relations Manager at The Fairmont Dallas, responded to this review, 29 September 2014
Hello and thank you for taking the time to provide your feedback. We pleased that you had a positive experience with your stay on Fairmont Gold including the private Gold lounge. We are delighted that you enjoyed the complimentary food and beverage offerings in the Fairmont Gold lounge. We do hope to welcome you back to The Fairmont Dallas soon. Thank you, again, for sharing.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Glasgow, United Kingdom
Level 3 Contributor
23 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 24 helpful votes
Reviewed 8 July 2014 via mobile

I really wouldn't go past this place. The room was amazing, immaculate with high end toiletries. The staff were amazing and a fantastic location to get the trolley up McKinney or your Downtown. By mistake they gave us champagne and strawberries and when I highlighted their mistake they told us to keep them!!! Wow!

  • Stayed July 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank JoannaHall
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KatieNorwood, Public Relations Manager at The Fairmont Dallas, responded to this review, 29 September 2014
Thank you very much for sharing comments regarding your stay at The Fairmont Dallas. We are very pleased to hear that you had a positive experience and that our hotel colleagues were accommodating and friendly. I am happy that you found your guest room to be comfortable and our toiletries to be high-end. We hope to welcome you back very soon. Thank you, again, for sharing your feedback.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Dallas, Texas
Level 4 Contributor
29 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 7 July 2014

Stayed here for one night as a family and really enjoyed ourselves. The rooms were well-appointed and comfortable. The bathroom was a tad small for a family of 4 but not lacking in any way. We ordered room service and were pleased with the speed of service. The most fun, however, was the pool area. During summer weekend nights the hotel shows movies beginning at sunset. The kids loved staying up late and watching the movie while they played in the pool. On the day we were leaving we returned to the pool. My children were the only ones there, and yet the attendant went out of his way to run and get my young daughter some pool toys, even though he had other tasks to tend to. Definitely a show of the high-quality service.

  • Stayed July 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Marie F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KatieNorwood, Public Relations Manager at The Fairmont Dallas, responded to this review, 29 September 2014
Thank you for sharing your comments on Trip Advisor. We are delighted that your family enjoyed your stay at our hotel, and that you found our rooftop pool to be fun. Our Summer Dive-In movies are very popular with guests and are a great way to ensure the whole family is entertained. We appreciate your kind words and are happy that you experienced exceptional service from our pool servers. I will share your post with our team. Thank you again for sharing your feedback, and we look forward to having the opportunity to serve you in the near future.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Dallas, Texas
Level 2 Contributor
5 reviews
5 hotel reviews
Reviewed 6 July 2014

We are from Dallas, but wanted to stay downtown two nights for my fiance's birthday. Zachary Dittler greeted us at check-in; he was gracious, personable and professional! His interest in our satisfaction for our stay was commendable and exceeded our expectation! He intuitively saw this was a special occasion and assisted in assuring it was a unique experience. Another special touch was the birthday dessert, delivered by room service, which arrived with lit candles! The room, food, service and ambiance was exceptional! We will be back!

  • Stayed May 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Chuckereed
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KatieNorwood, Public Relations Manager at The Fairmont Dallas, responded to this review, 8 July 2014
Hello and thank you for providing feedback regarding your visit to The Fairmont Dallas. We are delighted that you chose our hotel and that your fiancé had a memorable birthday. We are very pleased to have helped ensure that your time together was romantic and truly special. Our Fairmont hotel team is passionate about turning moments into lasting memories for our guests, and your experience is a perfect example. I will share your kind words with Zachary and the rest of our team. We hope that we will have the pleasure of serving you and your fiancé again in the near future!
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Hotels you might also like...
Travellers also viewed these Dallas hotels
Downtown Dallas
Omni Dallas Hotel
Omni Dallas Hotel
#5 of 204 in Dallas
6,675 reviews
Downtown Dallas
Hyatt Regency Dallas
Hyatt Regency Dallas
#22 of 204 in Dallas
3,955 reviews
Show Prices
Show Prices
Show Prices
The Adolphus
#19 of 204 in Dallas
2,616 reviews
Downtown Dallas
The Joule, Dallas
The Joule, Dallas
#12 of 204 in Dallas
1,069 reviews
Show Prices
Show Prices
Show Prices

Been to The Fairmont Dallas? Share your experiences!

Write a Review Add Photos & Videos

Additional Information about The Fairmont Dallas

Property: The Fairmont Dallas
Address: 1717 N Akard St, Dallas, TX 75201-2301
Phone Number:
Region: United States > Texas > Dallas
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Swimming Pool Wheelchair access
Hotel Style:
#3 Green Hotel in Dallas
#8 Family Hotel in Dallas
#9 Romantic Hotel in Dallas
#13 Business Hotel in Dallas
#14 Luxury Hotel in Dallas
Price Range (Based on Average Rates): ££
Hotel Class:4 star — The Fairmont Dallas 4*
Number of rooms: 545
Official Description (provided by the hotel):
In Texas we do things in a big way, and The Fairmont Dallas is no exception amongst hotels in Dallas, TX. In this modern city of soaring skyscrapers, The Fairmont Dallas luxury hotel sets the standard for style and elegance. With our ideal location in the heart of the Downtown Dallas Arts District, we are situated just moments from incredible fine dining, shopping, arts and world-class entertainment. Newly redesigned luxurious guest rooms and suites offer warm hospitality, modern décor and that special Texas flair for an unrivaled travel experience. Fairmont Gold, an exclusive boutique lifestyle experience, is designed to fulfill the needs of the discerning business executive and leisure traveler, with elite lounge access and all of the comforts of home. Enjoy The Pyramid Restaurant & Bar’s four-star cuisine and a Starbucks conveniently located on the lobby level. ... more   less 
Reservation Options:
TripAdvisor is proud to partner with Booking.com, Hotels.com, Odigeo, Expedia, Fairmont Hotels, TripOnline SA, Evoline ltd, Ebookers, HotelQuickly, getaroom.com and Cancelon so you can book your The Fairmont Dallas reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.
Also Known As:
The Fairmont Dallas Hotel Dallas
Fairmont Dallas
Dallas Fairmont

Is This Your TripAdvisor Listing?

Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.

Claim Your Listing