“Beautiful hotel. The view is absolutely amazing! We had a misunderstanding with the pricing but the staff took care of this and we were able to enjoy our stay”

“Let me lead off by saying I only write reviews when I have either really terrible experiences or fantastic experiences. In this particular review/stay I had both. The night I booked a room at the Gaylord was the night my now wife and I got married. Let's start off with the bad experience so we can end on a good note. I originally had booked a suite at the Gaylord Texan that I was going to use as my grooms suite and then where my wife and I were to stay that night. I booked it about two months prior to the night of the wedding. For all of the two months, I tried calling the Gaylord and getting a guaranteed 12 o'clock early check in. They always said they could not guarantee early check in until the day of. I'm not going to take my chances the day of the wedding and pray that I get an early check in. Fast forward to the couple weeks before the wedding. Calling them non stop, trying to do everything I possibly can to get early check in. Even showing up twice trying to speak to someone that could make decisions. Finally I just decided I'll show up the morning before my check in day. Again, I was told they couldn't guarantee early check in. I completely understand we're living in COVID times, but I offered to sign a waiver stating I am OK with entering into a dirty room. All I was going to do was get dressed with my groomsmen and then head down to the atrium to grab some food before the wedding. I was still told that I couldn't sign a waiver and they can't guarantee early check in. Whatever happened to the customer is always right? I decided to shop around and see if there was somewhere else I could stay. That is where the Westin @ Las Colinas and the fantastic part of this review comes in. I called the desk to confirm that they could, in fact, guarantee early check in for the next day and told them that it was for a wedding. I want to specifically add in that Bill was the one that helped me out. I told Bill the room I wanted, and what time I was hoping to show up. The response I get? "Not a problem at all." In fact, Bill even told me that he will be on duty and that he will personally greet me and check me in to my room. That is, literally, all I needed to hear. Bill was amazing and did as much as he possibly could to make sure I was satisfied. I immediately cancelled my reservation at the Gaylord and made a new one with the Westin @ Las Colinas. I could not have been happier with my stay and it all started with Bill. I can only deduce that since the Gaylord Texan and Westin are both owned by the same brand (Marriott) that they have the same protocol at both locations and, therefore, should not have been any issue to guarantee early check in at the Gaylord. Out of everything I had to stress about on my wedding day, the hotel room was the last thing I ever thought it would be. And for that, the Gaylord Texan lost both my business and respect as a customer.”