Sheraton Dallas Hotel

I stayed at the Sheraton Dallas in July 2026 and, unfortunately, experienced two separate laundry failures during a single stay, together with some of the poorest customer service I have encountered at a Marriott property.

The first incident began after I submitted laundry on Saturday evening. I understood that Sunday was a non-operating day and was advised that my laundry would be returned on Monday. When Monday arrived, I made numerous calls throughout the day seeking an update and was repeatedly assured that someone would get back to me. No one ever did.

That evening, Front Office Manager Kayla Wilson advised me that my laundry had already arrived and had been placed in my room. When I returned to my room, it was nowhere to be found.

After making further enquiries, I accidentally reached Lost & Found instead of the front desk. The staff there informed me they had unclaimed clothing and had been trying to identify its owner. My laundry was eventually located, and I later learned that it had been tagged with the wrong room number.

Following the first incident, I received an email from Front Office Manager Kayla Wilson stating that I had "confirmed that was all the laundry you sent out." In my view, this does not accurately reflect the conversation we had. At that time, we were discussing only the first batch of laundry that had been delayed due to the incorrect room number. My second batch, which had been submitted separately under Express Service, had not yet become the subject of my complaint. The wording of that email suggests there were no further outstanding items, which was not the case.

Unfortunately, the problems did not end there.

The following day, I submitted another batch of laundry using the hotel's Express Service. Those items - including my custom-made orange shirt and white bespoke trousers - have never been returned.

Throughout both incidents, my interactions with Front Office Manager Kayla Wilson were, in my experience, dismissive and unprofessional. On more than one occasion, while I was simply trying to understand where my belongings were and obtain accurate information, I was told that I was "talking in circles."

When I questioned inconsistencies in the information I had been given - including being told my laundry had already been delivered to my room when it had not - rather than addressing my concerns, Ms. Wilson abruptly ended the conversation by stating that she was "done with the conversation." As a paying guest who was simply trying to locate missing personal property, I found this response discourteous and completely unacceptable.

I also felt that my concerns were treated as though I was mistaken or exaggerating the situation, despite the fact that my laundry was ultimately found after being mislabelled with the wrong room number during the first incident. That experience left me with little confidence in the information I was being provided during the second incident.

What disappointed me most was not simply the missing clothing, but the complete lack of accountability and communication throughout the process. On both occasions, I repeatedly received assurances that someone would call me back or provide an update, yet I continually had to chase the hotel myself. When I asked Ms. Wilson for the contact details of Front Office Director Harsh Desai or anyone in senior management who could assist, I was told that she could not provide them and that she did not have his business contact details. The following morning, I made the same request to another front desk associate, Kevin, who immediately retrieved Mr. Desai's contact information without hesitation. This inconsistency only added to my frustration and left me questioning how seriously my concerns were being handled.

Mistakes can happen in any hotel. However, guests expect accurate communication, accountability, professionalism, and ownership when they do. Unfortunately, that was not my experience at Sheraton Dallas."

Despite providing the hotel with every opportunity to resolve this matter privately, including contacting senior management directly, I have still not received a substantive response regarding my missing custom-made clothing. As a result, I have been left with no option but to share my experience publicly.

To date, I have also emailed Front Office Director Harsh Desai directly regarding my missing clothing and have yet to receive any acknowledgement or response. At this stage, I am simply seeking a definitive update - either confirmation that my custom-made orange shirt and white bespoke trousers have been located, or written confirmation that they are considered lost. I would appreciate a response as soon as possible so this matter can finally be brought to a proper conclusion.

I have stayed at many Marriott properties around the world and have never encountered anything comparable. I sincerely hope Sheraton Dallas reviews both its laundry handling procedures and its customer service standards. More importantly, I hope someone from the hotel finally provides a definitive answer regarding the whereabouts of my missing custom-made clothing, or confirms in writing that it has been lost.

Although busy and on the expensive side still
Great staff all around. Clean and central

Ubicación excelente, habitación cómoda.

Marwan was very personable and super helpful. He is also super funny!

La ubicacion y la cantidad de servicios que tiene el Hotel

La atención del equipo de reserva y del front desk fue francamente desastrosa. No entiendo como un hotel de este nivel puede tener un servicio tan pero tan malo. No tenían ganas de trabajar, eran descorteses, etc. Horrible experiencia

Good location, nice rooms

Polozaj definitivno

Had a wonderful experience. Skylar (sp?) and Brian superseded expectations. Didn’t checkin until after midnight and they were super helpful. Place was packed due to FIFA and these employees handled such in stride.
They really set a great tone with eating suggestions and accommodations.
Hotel was well kept and my room was comfortable.