I don't know whether to blame Expedia, through which I booked the reservation, or the hotel itself after I checked in.
I paid online (non-refundable) for a room with two double beds and a sofa bed. The reservation was made on January 28th and was for checking in on March 1st and out on March 2nd.
When I checked in, nothing was said to me about what was to come. I was given my room key as though everything was just fine.
I got to my room and found a single king sized bed with a sofa bed. The bed was way too big for the room. You can't even fully open the closet doors because of the bed.
So, I went back to the check-in desk to ask what about the discrepancy of what I paid for and what I actually got. It was explained to me that the hotel was overbooked and no rooms with double beds were available. The clerk told me they would have a roll away bed sent up immediately.
Well, "immediately" turned out to be over 30 minutes. We got a knock on the door from room service and the person handed us extra towels and scampered down the hall, but did not leave a roll away bed.
I had to stop her to find out what was going on. She said there were no roll away beds available.
I made another trip to the check-in desk and was told the same thing; no roll away beds were available.
I then spent about 45 minutes on the phone with Expedia.
Expedia blamed the hotel for overbooking rooms, and the hotel blamed Expedia because they didn't have the most up to date information.
Expedia got me a 25% refund, and a coupon to redeem on future reservations.
The hotel said they upgraded me to a special floor, comped my parking (a whole $7.50) and gave me free breakfast that I did not eat because we had to leave to get ahead of the icy weather that hit our area.
All I know is, the total lack of proactive communication frustrated me the most.
If I ever go back to Dallas, I won't be staying at this hotel, and I won't use Expedia.
This review was written a day after I returned home and the entire experience still has me highly aggravated.
- Official Description (provided by the hotel):
- The Sheraton Suites Market Center Dallas is close to American Airlines Center, JFK museum, Dallas Aquarium and Zoo and West Village restaurants, and has over 4300 square feet of meeting space. ... more less
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- Also Known As:
- Sheraton Suites Market Hotel Dallas
- Sheraton Market Center
- Sheraton Hotel Dallas
- Dallas Sheraton
- Sheraton Dallas