I love the hotel! All of my issues are with the staff. Let me preface that I reserved and paid for an upgraded room with a balcony and a bottle of wine included. Upon check-in, they had no record of my included bottle of wine, so I had to show them my reservation. Not a huge deal, but what if I didn't have the reservation handy? Then, when I checked into the room and walked all the way up to my room....no balcony. I went down and (again) showed them my reservation, so they switched me into the right room. Another and hassle and annoyance that they were about to put me in a standard room when I had paid for an upgrade. The hotel was dead (checked in at 4) and I asked them to bring the wine up ASAP, because we were going to the Mavs game at 6:30 but were going to have a drink in the room with friends. The wine didn't show up until we were walking out the door. Finally, they sent a text that there would be food from 4-6PM in the lobby. So we made dinner reservations for 9PM after the game, and the food in lobby would hold us over. By 5PM, no food, even though the staff in the lobby said there was food. Nope. we made a last minute decision to cancel our dinner reservations and go eat before the game since we were starving. As we walked out to dinner, they started setting up snacks (like 5:30, but was supposed to be 4PM). Anyway, our dinner made us late for the game! All of this is to say, they made a TON of mistakes with us in a way that was very inconvenient.
