DoubleTree by Hilton Hotel Arlington DFW South — Hotel in Arlington

My wife and I stayed here last night (8/26) and it was probably the worst experience we have ever had. When we arrived to the hotel to check in we were told the room was not ready and clean and we would have to wait for the cleaning staff to catch up, mind you this was at check in time. When the room was finally ready, the pillows were on the ground and furniture was in disarray. We attended the Cowboys game and when we returned to our room later that night, the room was unbearably hot. We walked to the lobby to let them know and there was a crowd of people with the same problem. Everyone there had rooms on different floors and different areas of the hotel. When we addressed this as a group, we were told our options: stay in a hot hotel room because nothing could be done, or transfer to another hotel without a refund and we would have to also pay for that stay. Nobody was happy with these options and we expressed that and asked for her general manager. He was not in the hotel so we asked for a card. What we didn’t know was that the staff had called Arlington PD on us. Two officers walked in and listened to the complaint and gave us incident reports for the complaint. Now after this is said and done my wife and I opted to stay in the room we paid for and slept in the heat. The next morning at check out I asked for the general manager, who I was told was not in, so they directed me to the sous chef. I voiced my complaint to her and she wasn’t able to do anything about it. I told her it’s ridiculous that I can’t get your GM especially after the cops were called to the hotel. This changed her demeanor and she walked over to a man sitting in the lobby who then walked up and introduced himself as the general manager, Reda Kolta. Reda had been sitting in the lobby as I was asking to speak with him and did not once come to hear the complaint. When he did hear that police were called he decided to step in. Frustrated, I asked if he knew what was going on and he said he no clue about anything that happened the night before. Bewildered, I told him “I can’t believe that you are the general manager and didn’t know that at least 8 rooms didn’t have air conditioning and cops were called to your hotel.” That, I guess, didn’t sit well with him and he became very defensive and told me not to accuse him of not being the general manager. Once I was able to voice my complaint he asked if I was done and told me that it was unacceptable that this happened and he would issue a refund. Great the matter is resolved, until he continued to chastise me for “accusing” him of not being the GM. I told him again I never accused you of that I said I don’t understand how you don’t know what’s going on in the hotel as the general manager. He proceeded to try and belittle me and tell me that he does not work 7 days a week and his managers are acting general managers when he is not here. Reda if they are general managers when you aren’t there, then why could we not come to a resolution the night before? After some back and forth he finally said “there were two ways I could’ve handled this. I could’ve issued you a refund or I could’ve told you to contact corporate and let them handle you, so now I’m not issuing you a refund, you’ll need to contact corporate. I said that’s fine, I had no expectation based on the night before that I’d see any money back, so if you’ll get me the corporate number I’ll be on my way. He then told me “since you know about the hospitality industry, then you can go and find their number.” The whole thing was very unprofessional and laughable that Mr. Kolta felt he needed to go on a power trip over the misdoings in his hotel and try to belittle his guests. And I know the response on here will be the same automated “we are sorry for the poor experience at a great hotel” and it will be signed “Reda Gm”. I know that this will fall on deaf ears and that’s fine, this is just a warning that Reda is running a terrible establishment that has the name of a highly, if not the most reputable name in the hotel industry. Do...

This is not what I expected for a Hilton or 4 star hotel, nor is it acceptable. The AC setup is about as cheap of an option as they could have possibly gone. Instead of fixing a broken thermostat on the outdated in room unit, they just slapped a new wall thermostat on it connected by a few wires that are super easy for kids to access and pull as they are just hanging out in the open. And the wires are exposed. The amenities in the room suck. There were pubes on the toilet seat. The bed had crumbs and other nasty stuff between the sheet and blanket. My daughter was scratched by the buttons coming off of the chair in the room due to it falling apart. Homeless people were allowed to loiter all over the hotel property. Our sink never would drain. My husband tried his hardest to unclog it after front desk seemed unworried and never sent anyone to fix it. The slimy gunk that he had all over his hands after his unsuccessful attempt was absolutely disgusting. I wish I had snapped pictures of that also. Our bathroom trashcan was full of used toilet paper upon our arrival and you could tell housekeeping didn't even do the bare minimum for cleaning our bathroom. May as well have been a cheap motel that we paid for except for the higher prices. Management should be absolutely ashamed and embarrassed of themselves as well as their employees. Out of all the hotels in this area, choose ANY of the others over this one.

Update: I went down to the front desk to discuss my complaints and the self proclaimed manager told me to get out of his hotel and disabled my room key before our stay was anywhere near complete. My 7 year old daughter was present as he yelled at me, called me a liar, and refused to let us gather our belongings. I had to call 911 to get access back to the room. The self proclaimed manager refused to let me speak to another employee until police arrived and they made him make me a new room key. 2 other managers then came into my room to view my complaints and agreed it was unacceptable and nasty. I was issued a full refund and was told that the self proclaimed manager who refused to give his name and hid his name tag would be written up in a report. Not to mention him stepping aggressively toward myself and my daughter while I was on the phone with 911 because the dispatcher told me to tell him to stop yelling at me so I could speak with her. He tried to humiliate me and leave me stranded in the middle of Arlington with my 7 year old, no wallet (because he locked me out of my paid room), and no means to even order an Uber. He continued to talk nasty and degrading toward me the entire time until the...

I am beyond dissatisfied. This hotel will never get my business again. I was screwed all the way around when I checked in. My stay was from October 18th through October 21st. Not only did they mess up charging me properly. They didn't have any receipt paper or the printer was not working to give me a printer receipt. They said they would email me a receipt which they did not I had a Hilton Honors gift card for $250, and they were supposed to put that toward the room, and charge the rest on my debit card. And of course, they screwed up. They charged everything to my debit card and didn't put anything towards my gift card. I had to tell them about themselves. And of course they said the manager wasn't in at that moment so it would have to be corrected when the management got there. and of course I was never able to see the management but one time.

The first night I stayed there.My shower pan was not draining. When I took a shower it was about to overflow. I had to call the front desk.And they sent the maintenance man up there with a plunger. He thought the toilet was stepped up. I explained to him it was the shower pan. He had to go down and get a big machine and bring it in there to unstop it. The front desk offered to give me a new room or 10,000 Honors points towards my next stay. And because I was already unpacked.I did not feel like transferring to another room. I had driven all day to get there and I was tired. I came there for a funeral in Arlington Texas.

After the first night of my stay, I came back to my room on the second night, And there was no fresh towels nor was the bed made. When I called the front desk to ask about why I had no fresh towels in there, they claimed that you have to request that or you don't get that service. WTH?? 😡 Also the second night that I was taking a shower, I saw a bug crawl on the floor in the bathroom.

I am beyond disappointed. For the price I paid for those three days, I could have went and stayed in a cheap motel.They would have treated me better. This is not the way you do business HILTON HOTEL. I even called their corporate office on this particular location. They were shocked at what I told them and how I was treated.

I am just now getting the finances straight. They finally put the $250 back on my debit card, and took the $250 off of the Hilton Gift card. Which should have been done in the first place. I still never got a printed receipt. The corporate office had to force them to email me a proper receipt. I will never stay at this location again ever.

Melissa Jenkins from New...