The Ricardo Marriott DFW Westlake

As a Platinum Elite member, I expect a much higher standard of service and accommodations than what I experienced during my recent stay.

The hotel itself appears to be nice, but my overall experience fell far below what I would expect from a property advertised as a four-star hotel.

First, the Wi-Fi was not working throughout my stay. This is a major inconvenience, especially for guests traveling for business or who rely on a stable internet connection.

Second, the balcony door in my room would not lock at all. This created a serious safety and security concern for both my girlfriend and me. No guest should have to worry about whether their room is secure.

The air conditioning was another major issue. We set the thermostat to the lowest possible temperature before going to bed, yet we both woke up during the night sweating because the thermostat had automatically reset itself to 77 degrees. When I reported the issue to the front desk, the only response I received was, “I’m sorry, it’s hot down here as well.” While I appreciate the acknowledgment, that did nothing to resolve the problem or improve our stay.

To make matters worse, I requested four towels from the front desk. The gentleman assured me they would be sent to my room promptly, but they never arrived. Having to repeatedly request basic necessities is unacceptable.

Taken individually, these issues are frustrating. Combined, they demonstrate a significant lack of attention to guest comfort, communication, and service.

As a Platinum Elite member, I am extremely disappointed with this experience. I expect much better from a hotel of this caliber and believe these issues need immediate attention. I would appreciate being contacted by someone from the corporate office to discuss this stay and the concerns I have regarding this property’s operations and guest service standards.

Beautiful renovation. Rooms are modern and clean. Hallways are bright and smell good. However, i don’t know if help is scarce but restaurant was busy and lacked sufficient help. They tried but it was very slow. I will compliment the M Lounge food service we partook in. The food and service from the female employee was top notch. We were able to utilize the lounge during off hours which was nice for coffee etc. the internet and smart tv sucked, we did see that they are upgrading internet in July 2026. Hope they redo their smart tvs too. They had You Tube, Netflix and music but it was unusable. Buffering was constant and remote never would keep up Really no excuse for a full service Marriott.

Ababacar was amazing at the Valet. Great Room. Awesome steakhouse. Highly recommend.

I travel extensively within the Marriott system as a Titanium Elite member, and I have to say, this is probably the most beautiful full-service Marriott interior I’ve seen anywhere.

The hotel clearly just came out of a very expensive renovation, and it shows. The design is absolutely gorgeous. The color palette is subtle, elegant, and different from what you typically see in the Marriott brand. Honestly, the place looks so stylish and bougie that it almost feels like it belongs in the Autograph Collection instead of a standard Marriott. I found myself looking around the lobby and public spaces thinking, “Wow… they really spent some money here.”

Unfortunately, the service experience didn’t quite live up to the beautiful surroundings at all!

The concierge lounge was messy and not very well stocked, which was surprising given how polished the rest of the hotel looks. Even more puzzling, the signage outside the lounge lists incorrect operating hours. I mentioned it to the staff and was told the hotel is aware of it… But apparently no one has gotten around to fixing the sign yet. The message to the guest is "It's just not important".

At check-in, the front desk agent was friendly enough, but there was no recognition of my Titanium status. Ironically, they did thank me for my loyalty at checkout, so someone eventually remembered.

I also confirmed a late checkout at check-in, and the agent said it was no problem. Unfortunately, it was never entered into the system. As a result, housekeeping knocked on my door in the middle of a work Zoom call. I had headphones on and almost didn’t hear them. I had to interrupt the call, excuse myself, and answer the door. Not exactly the seamless work environment you hope for when staying at a business full-service hotel.

The bathroom is another example of style over execution. Visually, it’s beautiful. Very sleek, upscale, almost spa-like. But the body wash bottle was missing. The holder was there… just empty. It looked a bit awkward, as if someone had forgotten the final step before opening the room.

They also only provided one bar of soap at the sink. Which means when I realized this while already in the shower, I had to step out, soaking wet, to grab it from the sink. Not the end of the world, but also not something you expect at a full-service hotel.

I also stopped by the lobby restaurant, which is absolutely stunning from a design standpoint. The space is gorgeous and clearly part of the hotel’s big renovation. However, the service experience once again didn’t match the aesthetics. I sat down at a table and waited over 15 minutes without anyone acknowledging me. Staff members were present and walking around, but no one approached. Later, I learned that I had sat down at 3:45 PM, while the restaurant technically opens at 4 PM. Fair enough. But when a guest sits down, and the team clearly sees them, someone could easily walk over and say, “We open in about 15 minutes.” That would have taken all of ten seconds and avoided the awkward wait. Instead, I sat there wondering if I had somehow become invisible. Small moment, but again it left me with the feeling that the guest experience was not top of mind. Which is unfortunate, because the restaurant itself is one of the most beautiful spaces in the hotel.

That’s really the theme of this stay. This is an absolutely gorgeous property that clearly had a lot of money poured into its redesign. But the service and operational details just aren’t keeping up with the level of the physical product. It's a shame as I wanted to love this place sooo bad.

Personally, I would rather stay in a hotel that maybe isn’t quite as Instagram-worthy, but where the service makes me feel cared for and valued. Unfortunately, that’s not the feeling I left with here.

The bones of a great hotel are definitely here. Now it just needs the service to match the beauty. It's so nice that I'll stay here again next time. Hopefully, by then, they will have their act together.

Had no WiFi or internet the entire stay. Front desk was zero help. Each time they told me they would keep me informed of the progress but after 5 times of reaching out to them, I never received a single response.

Everything was well accommodating and we enjoyed the overall stay. The restroom was my only ick, (we stayed in 227), there was a thick layer of dust in the shower and on/around the toilet. The towels smelled weird but I had brought our own anyways. My 4 year old son has an immunity deficiency and gets sick easily so cleanliness is a big one for me. I always bring some small cleaning stuff with me and disinfectant so I cleaned it up myself first before use. Other than that, my boys LOVED the bouncy bed. I’d love to know where you get your comforters!

This location is convenient to commute to my company.

Nice hotel and very good staff. Currently being remodeled.
FYI - I could not find it listed on the Marriott Bonvoy website.

Great place to stay wonderful nothing wrong come back no construction anywhere . Will stay again I. The future concerts

LOVE

Hotel was too old for the price . lack of coordination between Marriott and Hotel.com on room charges. Next time I’ll deal directly with Marriott when booking my reservation

The property was under renovation, but I was not given any notice in advance. Mildew smell, cracked bathroom tiles, blood stain on the carpet, mattress was a dromedary, billed an extra $20/night for valet parking without notice, no room cleaning nor fresh towels until the night before my departure. Staff was very kind, but the stay was a train-wreck.

The hotel is under massive construction which isn’t noted on the booking site. There is a parking lot and parking garage, but you are not allowed to use them. It is valet only. Dumb here in the burbs and inconvenient. I was greeted with a rent a cop coming up to me telling me to move my car it is private property. This all is a harbinger of what’s to come. At check in I was told loudly twice my card was declined I pre paid with. I told them I knew it went through and they said it didn’t. Guess what? I’ve been charged twice, and after three weeks of the run around it’s looking like small claims court isn’t far off. Last but not least the very dated and dingy rooms at this hotel had saggy beds and one with a hair on it that wasn’t mine. The water was super hot and you couldn’t get it cool even. The whole room looks like another world compared the lobby. The construction also woke me up before my alarm. This should not be open. There are far better alternatives in this area. Do yourself a favor and pass on this Marriott.

The property was under construction.

We stayed for 3 days, rwo nights. The hotel is in the middle of renovations. We did not have a renovated room so it had a little wear and rear but was.clean. service was.excellenr. The pool was.nice but there qas some mold.near the bottom on the walls and some leaves. The robot cleaner was stull at work at 7 am.

Would had been nice to have a notice that there was construction taking place and i had no vhouce but to use the valet.

The location was convenient.