Home2 Suites by Hilton Coppell DFW Grapevine North — Hotel in Coppell

Dirty Room, Ants, and Disrespect — Hilton Failed at Every Step

I stayed at the Home2 Suites in Coppell, Texas, from March 29 to March 31, 2025, and I wish I could say this was just a bad stay — but it turned into a total breakdown in customer service and accountability.

I checked in around 1:15 AM on Sunday, March 30th, after driving four hours. The moment I entered the room, I noticed it looked like someone had just been there — every light was on, the microwave was blinking mid-countdown, and the sheets and pillows were covered in hair. I had to request clean bedding from the front desk and change it myself around 1:45 AM just to sleep.

Shortly after 2:00 AM, I discovered that the toilet and shower were dirty, and the bathroom had ants crawling throughout. I have video evidence of the infestation. It was clearly not properly cleaned or inspected.

By 11:30 AM that morning, I reached out through the Hilton app to report the issues. I was told to call Hilton Guest Assistance, which I did at 12:07 PM. I was assured I’d hear back from management. I didn’t.

The next morning, on Monday, March 31st at 9:45 AM, I spoke in person with an employee named Ben. I clearly explained everything and asked for a partial refund due to the unacceptable state of the room. Instead of being understanding, he questioned why I didn’t switch rooms at 2 AM. I explained I was exhausted, had just driven for hours, and the room should’ve been clean to begin with. Ben told me a manager would contact me after their meeting. That never happened.

Over the course of three days, I spoke to multiple staff members, each of whom promised a manager would call. I never heard from anyone. Then, on May 4th, I got an email from Hilton Corporate acknowledging that management should have contacted me — but still, no call, no resolution.

Only after being ignored repeatedly did I escalate and file a chargeback. I had hoped to settle this quietly and fairly, but Hilton’s total lack of follow-up left me no choice.

The hotel responded to the bank with only a receipt — ignoring the filthy conditions, my documented attempts to fix things, and their failure to follow through. Their “resolution” was to offer me Hilton Honors points, as if points make up for an infested, unclean room, a lack of professionalism, and repeated broken promises.

This wasn’t a misunderstanding. It was a clear example of neglect and disrespect. If Hilton doesn’t correct this, I will be forwarding all evidence — videos, chats, timestamps, and emails — to the Better Business Bureau and appropriate consumer protection agencies.

I didn’t expect perfection, but I did expect a clean room and at least basic respect when I reported a problem. Hilton failed on both fronts.

*Update: Management only reached out as of today 05/28/2025 The manager at this location showed zero accountability. After being promised a call multiple times, I never heard from anyone during or after my stay — even though corporate confirmed management should’ve followed up. When I finally got a response weeks later, the manager was dismissive, questioned why I didn’t switch rooms at 2 AM after driving four hours, and offered loyalty points instead of addressing the filthy, ant-infested conditions I experienced. The tone was unprofessional, and the response lacked empathy or any real resolution. Avoid this location if you expect to be treated with respect.

*Update: Your response is inaccurate on many aspects. The team barely wanted to bring sheets upstairs for me to replace as housekeeping was not there.

I did not in fact receive any correspondence the next day as everyone from the Hilton Chat, Customer service line stated management would be reaching out to me shortly. Not to mention all of this is recorded by the company…

Additionally, staff (Ben) stated the manage was in a meeting and would call me in an hour. It’s been 2 months and 3 days. Only when I wrote back to corporate did I receive any correspondence from management on May 28th, never got a response from the last email I sent...

TLDR: clean public and private spaces, friendly and professional staff, convenient and safe location - recommend and would stay here again.

My husband and I stayed here July 8th thru 12th and had a great experience. I somehow missed the 1-star review until closer to our trip and almost chickened out and changed hotels. I'm so glad I didn't!

When we arrived (much) earlier than check-in on Tuesday, Ben kindly permitted us an early check-in. The absolute only issue we had the entire stay was that a couple of dishes appeared to have dried-on/stuck-on food when we entered the room. That put me off initially and I made sure to inspect the rest of the room before settling in. I wiped everything down with disinfecting wipes for good measure, but really had no other issues with the cleanliness of the room, nor the hotel.

The a/c in the room was very effective -- my hot-natured husband even got cold! When my shower gel bottle was jammed in a way that neither I nor my husband could fix, Jeff had someone at our door in 5 minutes, despite my assurance that there was no hurry. The same person who appeared to assist also later made sure to offer to move or set up any umbrellas that I wanted while out by the pool. Jeff filled me in on checking out utensils for the brand new stainless steel gas grills by the pool and encouraged us to make use of them. I wish I could remember the name of the gentleman who worked the evenings of that Thursday and Friday, but he was so incredibly pleasant and kind, brought the grill utensils right up, offered me plates, and was just an all around sweetheart.

The grills, as mentioned, are brand new, as are the stainless steel utensil sets you can borrow from the front desk. We made burgers and set up buffet style at the community high top and ate at the bistro tables. It's next to the pool, but separated by a gate. The pool area is nice, well maintained, and well-stocked with clean towels. The pool restroom is private, spacious, and clean.

The gym is your standard/basic hotel gym but had a little more equipment than many of its class. It certainly had all I needed. It, too, was clean and well-stocked with clean towels. (The laundry room is in a room within the gym area – also very clean).

Breakfast every morning was fresh and delicious, with make-your-own waffles, muffins, bagels, build-your-own breakfast sandwich of the day, yogurt and toppings, oatmeal and mix-ins, cereal, fresh fruit, juices, and coffee. The morning staff keeps everything clean and stocked and quietly appeared out of nowhere to clean tables as guests finished and left. There was always somewhere legitimately clean to sit. Coffee and water available 24/7.

The parking lot was clean, well-lit, and safe. The hotel itself is conveniently located so close to DFW and Grapevine without being in the middle of any of it. It felt nice to be that close and otherwise retreat to a place that felt so clean and private after.

We wound up with Ben working the morning of our departure and he graciously allowed us a late check-out after an exhausting (but good) week. We started the week saying we should have booked in Grapevine but, by the time we left, decided this is actually a perfect spot for the next work trip...

Stayed here for Valentines night. Went to have a shower before heading out to dinner and no hot water. Tried calling desk - busy signal repeatedly over 6 attempts to call. Called the actual phone number from my phone and it rang endlessly. Ended up going down to front desk and was informed that because last week was warm and this week was cold, the “state of the art, latest technology “ had to be reset and it would take at least 30 minutes u til we got hot water, unless we wanted to move to a lower room (from 5th floor to 2nd floor). We ended up moving to a lower room which was a handicap room and not the same level of amenities, but at least it had hot water.

The blinds barely worked and had to be yanked down for blackout blind to cover window. Really thought it was going to fall down. Come morning, while trying to sleep, there are 4 men working on the a/c right out side the window. LOUDLY. FOR HOURS. Positives: The hotel is conveniently located near DFW. the hotel is nice and clean as it just opened a month ago. Downsides: If latest technology means the hot water is going to be unavailable every time the weather gets cold it’s going to be an issue. Apparently many rooms has a smoky smell because people apparently want to be warm and turn on heat. There are no lights over bathroom sink, so putting on makeup was hard as all lighting is from overhead and behind you - total miss and stupidly ignored need. The bedroom only has two bedside lights that shine straight out as dots on the wall, not downcast lighting that can be nice at night. No overhead light fixture. Light switches placed in weird places, none inside the bedroom - you have to walk all the way over in the dark to try to find the switch on the “dot” light by the bed. This has been by far the worst Hilton property I have ever stayed in. I’ve stayed at their Tru line, which is a more scaled down generic hotel and even that heats this one. I definitely will never stay at this...