Home2 Suites by Hilton Dallas Addison — Hotel in Addison

Never have I had a hotel change the room reservation to a completely different room type. Not only was it changed from a king 1 bedroom suite to a queen studio but there was no mention of this by phone, email, or by the checking in desk agent. Checked in an found the room to be swapped once we arrived at the room, ok must have been a mix up or something was the first thought nope the desk agent literally said I needed a handicap accessible room. No not any where in my profile does it mention this being the case triple checked.

So the desk agents then explained that they didn't have the king available anymore since they rebooked it. Ok any other one bedroom suites avaliable nope none of them either. Not one to settle I look up room availability on my phone and show them that they show to have queen one bedroom suites available so whats the issue. Then they went on to tell me that they couldn't do anything about it. At this point I'm ready to go to another hotel but they stated that I would be charged either way. Alright so well tough it out then as we were only in Dallas for some family attractions for a couple days.

Heading back to the room I pulled up the email confirmation of what I book and we'll yup was a 1 bedroom king suite just liked i remembered booking. Not one to settle again I head back to the front desk and show them the confirmation email. Then they start scrambling to correct the issue which magically included them finding an open queen 1 bedroom suite they had just told me they didn't have. During all this the manager on duty shows up doesn't talk to me but the desk staff only who males it seem like all is well. Not to mention the checking in desk agaent saying well your only here for a couple nights. Length of my stay is irrelevant service should be the same for one night as it is for someone staying a week. Quite displeased with the whole ordeal.

Now I will mention my family and I were traveling with a service animal which is the excuse I got for the room swap without any acknowledgement. Not the first time we have traveled with a service animal and not everyone who has a service animal needs a handicap accessible room but I leave that to poor judgment and lack of training of hotel staff. Never have we had this type of issue. Im not going to book the most expensive room in the hotel and expect to be put in the cheapest upon arrival (they even had the audacity to try to charge the room the same for the queen studio suite as the 1 bedroom king). Surely not the level of service I expect from a Hilton branded hotel nor the treatment of a diamond member knowing we stay at Hilton hotel quite a bit.

Only reason this isn't a 1 star review is the hotel is quite nice, clean, and packed with all the amenities you could ask for in a hotel. The room we ended up in was comparable which not what was booked was nice as well.

Edit: Guess I should've read the reviews on Google a little better before picking this property looks like the ol' room switch might be a...

This hotel was fantastic from the time of my initial Facebook contact to reluctantly returning the room key.

We stayed at this fantastic hotel from 17 July to 23 July in Room 411. When I was researching my booking I contacted the hotel via Facebook to make an enquiry about a late check out and received an immediate reply and the contact details of the GM to arrange the details. When I contacted Adrian again I received a fast response confirming the late check out could be arranged for a fee.

The Room Our room had two large beds, quality linen, a fully functioning kitchen with a full sized fridge (with freezer). The design is well done, as the whole wall is designed for benches and drawer and hanging spaces, and suitcase storage. Lots of USB charging ports in lamps and lots of power points. The hotel is very new, so the rooms are in perfect condition. The bathroom was spotless and my score for a good, hot shower is 10/10.

The Foyer Again, functional design with lots of lounges and desks and a small business centre with TV's mounted on the walls. Complimentary coffee, and a small market where you can purchase drinks and snacks and microwave heatable meals.

The Pool & Laundry

Beautiful outdoor pool which we used most days at is was 100F every day we were there. The Pool is located next to the laundry facilities, so is was very convenient to do some laundry while relaxing by the pool. The cost for the washers and dryers is 75 cents (I really think this service should be free- people aren't going to abuse a free laundry service!)

The Breakfast A complementary breakfast is served every morning in the lounge area. Lots of options, and kept stocked during the service period. Choices included cereal, waffles, toast, bagels and pastries, microwavable cheese and bacon rolls, hard boiled eggs, juice etc.

The Internet The complimentary internet did not work well for us, so when I needed to get some work done, I paid for the premium access ($4.95 per day) for a day. At night the complimentary access was poor, but during the daytime, it functioned better as there was obviously less demand on the limited service. My view is that a good, reliable internet connection is a basic requirement when staying in a hotel and should be complimentary.

The Staff From my initial contact with Adrian, to each and every encounter I had with staff members, I always received friendly greetings, assistance when needed and a smile and a hi each time we returned to the hotel.

This is a brand new, fantastically managed hotel, and I would highly recommend the Home 2 Suites Addison, The hotel and its surroundings are spotless, the rooms and well designed, functional and spotless, the elevators work well and the pool is beautiful. There is a local area shuttle bus, and the hotel is surrounded by lots of restaurants and places to eat.

Thanks for having us Adrian - we had a...

I’m giving 5 stars due to them turning a terrible situation into a great customer experience. The past few days there has been a group of younger guys here apparently for a soccer tournament. They have been extremely loud and rude; Belligerent and obnoxious the entire stay. Last night in particular I was being watched by them as I went into my room. Later that night I heard a loud bang on my door that literally made me jump out of bed. I looked out the door and found them in the hallway. I asked one of them did they knock on my door. They were laughing clamorously as one of their friends came out of one of the three rooms they rented in the same hall and said that someone knocked on his door too. I knew they were lying and covering for each other Because it was obvious to anyone who could see, but I didn’t find it funny. I stayed at my door and looked out the peak hole because I knew they were going to do it again and lo and behold. One of them literally ran and did a flying kick at my door and the force pushed the door back and hit me in the head, even though the door was closed! That’s how hard they kicked my door. I watched through the peak hole as he ran into the same door of the other young man who said that he had his door knocked on too. I filed a police report and they came to investigate. None of them came to the door, but you can hear them in their rooms trying to be quiet. The attendant downstairs was extremely helpful. This is what this review was actually about. He went above and beyond his way to see to it that I was placed in another room and accommodated. He was extremely helpful and if he is not management, he definitely deserves to be. I’m staying here on business for quite a while and it was disheartening to see such a rude group of people being allowed in a place where people come to for business or just to get away from home. I thank the staff for their generosity and bringing some sort of peace to the situation. This group of immature young boys are checking out today, but whoever has allowed them to come here should be held responsible for their actions because they also have been harassing other visitors who I spoke to earlier this morning and said that they were getting their doors knocked on in the middle of the night too. Whoever is chaperoning or has made it possible for them to stay here needs to take disciplinary actions before they run into someone who isn’t as...