Very Disappointing Service Experience
I arrived at the hotel around 10:00 p.m. after spending seven hours on a plane without food. The restaurant closed at 10:00, and while the bar was open, it was extremely crowded and staffed by only one bartender.
What made the situation worse was that several restaurant staff were standing nearby but refused to help. I stood at the bar for nearly 30 minutes without being acknowledged at all. At that point, I was simply hungry and exhausted.
Hotels know their arrival volumes, and this level of understaffing during a peak arrival window was frustrating and avoidable. I understand the weather was poor and road conditions were hazardous, which may have limited calling in additional staff, but staff who were already on-site should have stepped in to help.
I’ve stayed at this hotel several times in the past, but this experience was a major letdown. I won’t be returning and will stay at DFW Marriott or Sheraton instead.