Canopy by Hilton Dallas Uptown — Hotel in Dallas

I really wanted to love our one night stay here, but some significant issues left us unable to feel that way.

Pros - Valet service is EXCELLENT! Extremely friendly, kind and accommodating. I cannot recall the name of our valet when we stayed, but that man can work with people unlike anyone I have ever seen. What an absolute gem! Stylish & comfortable! Great aesthetic and design, timeless and modern without being overly style. Bed was delightful and AC in room worked perfectly! -Plenty of space! Our room had lots of storage surfaces and areas, very well done! -Excellent location! Located centrally near plenty of resources. -Very dog friendly! Love the nearby dog park and the strip of grass immediately outside of the front entrance for taking pets for walks. -Staff! Overall very friendly and helpful!

Cons - No. Hot. Water. In the less than 24 hours we were here, we never had true hot water...it only just got warm enough to be tolerable for a REALLY quick shower, and nothing more. We could not figure it out and did not have time to ask the front desk to change rooms or to have someone try to fix it. Huge disappointment considering just how muggy it was outside resulting in us needing to shower several times during our stay. -Dirty room. Visible stains on carpet and chaise lounger, splatter marks on floor around the toilet. Unfortunately, I dropped something in the shower that got lodged between the piece of tile that covers the drain and the wall...I had to pry that cover up and it was my biggest regret because it immediately became apparent that housekeeping DOES NOT clean that part and it was repulsive with all of the hair and goodness knows what else lodged in it and under it. Nightmare material. -Low Quality Fixtures & Finishes. Handheld shower did not stay in place and kept spinning and falling each time we turned it on...resulting in getting soaked while fully dressed. Sliding door between bedroom and bathroom/entry area seems to stick/be jammed and was very difficult to maneuver. -Refrigerator Did Not Refrigerate. Loved the concept of the pull-out/drawer fridge, however, did not love that it did not keep our items truly cold...only just barely cooler than room temp. We did not feel safe eating the leftovers we had stored in because it was so "warm". -Front Desk Unable to Meet Request. We requested a room as far away from the elevator as possible, and instead were given the room closest to it. Very light sleepers and did not enjoy this aspect.

Overall a decent stay, but maintenance and housekeeping need to step it up in my opinion. We hope to visit in the future and be able to entirely enjoy our stay in...

We had an incredible experience! The staff was friendly and helpful. Stacey, the valet, made me smile with his daily greetings. I have to give him a shout out. I love it when people seem to truly enjoy their job, and they go out of their way to provide a good experience for others. He did that and more.

I can say the same about the other employees. The housekeeping staff was fantastic, and they also always spoke with a smile. The front desk and other customer service staff were efficient, knowledgeable, and friendly.

The restaurants had equally commendable and quick service. The food at both the downstairs restaurant and rooftop bar was delicious. I have high standards due to traveling and eating out often. I honestly didn’t have a meal that I wouldn’t eat again. The prices are also very reasonable which is a nice plus. I highly recommend the Tandoori chicken small plate at the rooftop restaurant, and the street tacos downstairs.

The gym was spotless, with all the equipment and weights needed to satisfy different workout styles. I enjoyed the view from the large windows as I worked out each day.

The rooms are a great size. We had a basic king room, but it felt like we were in a much more expensive hotel. Again, I travel often and usually choose the more bougie hotels/rooms. This was a business trip for my husband, so I was nervous about the rooms and disappointed they were out of the upgraded room options. I shouldn’t have been worried. The beds and pillows were some of the best I have slept on, no exaggeration. The temp of the room was easily regulated and always comfortable. The Nespresso coffee machine with an abundance of pods was a nice touch, as were the toiletries provided. I loved the lotion and body wash, and I never use what the hotels provide. This trip I gladly did! The large shower, well lit bathroom, and spacious room was also perfection. The huge window with a city view was my favorite part. As I said earlier, the housekeeping staff was on top of it with friendly, professional service. They quickly took care of the room each day and made it look spotless again. I had to be in the room during one of the cleanings, and the woman resetting the room was so kind.

Finally, I loved the location. The area is beautiful and upscale. It’s a nice mix of residential with boutique shops and restaurants. I enjoyed walking around and window shopping. I felt safe at all times. We also ate at some local places and loved them.

Overall, I highly recommend the Canopy hotel in Uptown Dallas. We...

My wife and I drove from Phoenix to Dallas yesterday. We booked four nights at the Hilton Canopy because it located near some friends. I used the Hilton website to book the room (confirmation attached).

After driving for 15.5 hours, we arrived just after midnight. I went inside to check in.

A woman named Marla was at the front desk and asked for my reservation information, which I gave her.

She then proceeded to tell me that my reservation had been cancelled.

I told her that there must have been a mistake because I didn’t receive any notifications from the hotel other than my reservation confirmation (proof attached).

She said that a $1 charge on my credit card didn’t go through so my reservation was terminated.

I told her that I had the credit card that I used to book the room in front of me and she could run the card now.

She said that I needed to be smarter about making my reservations and input a correct credit card.

I told her that I didn’t deliberately input a wrong credit card. I had been on the road traveling for the last month and maybe the credit card company flagged the transaction. That seemed weird thought because I booked through the Hilton site. I was given a confirmation email. Other than the confirmation email I had no further communication from the hotel. I asked if she could just reinstate the reservation.

She said she couldn’t because it was after midnight. It was 12:07am.I would need to now pay the walk-in rate—which was $70 more per night. I also would need a different room type because they no longer had my kind of room.

I asked her to help me out because I had no way of knowing that my reservation was cancelled.

She again said that I needed to be smarter about making my reservations and input a correct credit card.

I gave up and walked out of the hotel. Because the Canopy didn’t inform me that they cancelled my reservation, I had to find a dog friendly hotel near my friends at 1am on a Friday night. I then had to pay the walk in at another hotel, which was farther away from my friends.

The experience I had at the Canopy and the treatment I received from Marla at the front desk is one of the worst hotel experiences I’ve had in my life.

I’d avoid the hotel if at all possible and stay at a place that values their customers and treats people with respect.

EDIT: reached out the manager and he left me a nice response if I am ever back in Dallas I...