DoubleTree by Hilton Hotel Dallas - Market Center — Hotel in Dallas

One of the worst stays ever! The management at this hotel needs complete improvement in customer service. ||I arrived on a Friday with a reservation made over the phone. When I got to the hotel Josh, The front desk manager told me that I would need to pay for the reservation. So I had 116,000 Hilton honor diamond points thinking that I can use those for a few days. He hesitated and really didn't help me. ||Therefore, I ended up paying over $175 for one night when I had a government contract rate of $132.46​. Even after this initial misstep I still ended up booking​ additional 12 days because I was in town for work.||During my last few days, I noticed my credit card was charged​ ( pending charges of $162.88) left, and right on my card. Even though I paid upfront for this stay the hotel ended up continuing to charge my card. There was another charge for $64.88 too. ||On April 24, I had called and spoke to the sales manager ,​ Raury , about the rates going forward and what would be the best rate since I planned on staying a lot longer than I thought.Raury confirmed with me the rate would stay at $132.46. Raury also mentioned to me that I would not be billed until another two weeks.||The next day, the hotel manager​, Karissa Arrocha , called me along with the Hilton honors representative three-way call to my cell phone. They were questioning who I was even though I've been a Hilton honors diamond member for over a decade and working with the FBI for 30 years.||They questioned​ the people on my profile, etc. I told them well I got married, and that was my maiden name.||I heard ​Karissa ​on the phone call​ rudely hang up on me. I called the hotel and asked to speak to her. First,||Karissa Arrocha lied to me, saying her last name was Cecilia. Lying to a federal agent is a crime. ||Then she progressed on to tell me that she needs $1087 plus $250 in incidental for seven days. I told her OK so I paid via Apple Pay and it was declined. It declined because the prior 3 days the hotel continued to charge my card when I had paid upfront for the stay on April 12th.||With all the various charges ​Karissa Arrocha was placing on my card it ended up putting a fraud alert.||It took a while for the bank to lift the fraud alert and it pushed past 4 PM on Friday, April 25​Th. Karissa Arrocha literally had a fit and told me she was 20 minutes past staying at work. Then she walked away huffing and puffing. Leaving me standing there so I went back up to the room.||​She is absolutely the worst professional person I've ever seen in my entire life​. The way Karissa Arrocha handled the situation was completely poor , rude, shockingly, disrespectful, and racist. ||Being a Hilton honors diamond member and a government employee for over 30 years the way this hotel treated me was ​wrong. ||Not only did ​Karissa Arrocha walk away from me at 4:20 PM in the afternoon. She also told Josh​ the ​front desk manager​ to ask me to leave the hotel. Josh called me when I got back to the room (while I was on the phone with the bank) and asked me to pick up my things and leave. Josh also tells me that I'm no longer able to stay at this hotel. Further Josh tells me if I "come back it would be considered criminal trespassing. "||I said wow​. ||While I was staying at this hotel, the Wi-Fi barely worked. I couldn't get any work done if you asked me to.||I was on the top floor ​there were kids, screaming, and yelling up and down the hallway​. The walls are so thin that you can hear everything. When you call down to the front desk, nobody answers the phone.||You can use the hotel phone or your cell phone and no one answers the phone​. When I went downstairs, there was no one at the front desk either. Few minutes later Lindsey pops up and says oh I noticed you called. I was going to call you back.||I'm sure you were Lindsay​.||I left after paying this hotel and leaving a zero balance​. Both managers, Josh and Karissa Arrocha acted as though I owe them thousands of dollars! It was one of the most eye-opening, horrendous experiences I've ever had at a hotel.||Management at Doubletree Hilton 2015 Market Center Blvd. in Dallas Texas ​is completely​ unprofessional, racist, rude and they do not know how to handle Hilton ​honors diamond​ members. And obviously they don't know how to handle a professional woman and they lie to you. I would stay away from this...

I'll start with the positives- Clean room. Liked having a balcony overlooking the city skyline. Location of hotel was good- Easy in and out.. Digital Key worked great. Nice pool area (although I didn't use it).

Negatives- Pretty much everything else. Check-in was a disaster. Arrive at 9 PM on a Wednesday. I ALWAYS check-in via the Hilton Honors App, but it didn't work this time. So I get in line at the front desk. Only 2 parties ahead of me, so I thought it would be quick. NOPE....I waited for 25 minutes for the front desk clerk to get 2 families checked in.

When I get to the front desk I tell him my app check-in didn't work. He then tells me it was because the King bed room I reserved 3 weeks earlier was not available. My wife was coming into town the next day so I really told him I really needed a King size bed. He said he had no King rooms available and the best he could do was a two double bed room. I told him that was not acceptable and asked for a suite. He looked for a few minutes and told me no suites were available. Now I know COVID has impacted hotels and they cant have all their room available at all times, but by the looks of the parking lot and lobby, the hotel WAS NOT FULL. I know there must have been some king rooms or suites not occupied.

Speaking of parking, I was told at check in they charged $10 a night for parking, but the parking lot wasn't even secured by the gate. I am fine with paying for for parking, but not when the parking lot isn't secured by even a gate (which was there, but just not operating). Had I not been honest, I could have just said I didn't have a car and avoided the parking fee. I still would have been able to park freely in the lot because the gate was not operational.

Finally after exhausting all options (about 15 minutes of negotiating), he offered me a top floor balcony room with 2 double beds, told me he would comp the first night, and told me check back at the front desk the next day to move to a room with a King sized bed (but under the stipulation that I would have to wait till after 11 AM, which was impossible because I was working from 7 AM to 4 PM). The balcony was nice, but it didn't take away from the fact that it was double beds crammed in a very small room. Smallest DT room I have ever stayed in. AC unit in the room was really loud and bathroom was tiny too. As it turned out my wife was unable to make it , so I didn't request a room change the next day and just stuck with the balcony room. I didn't want the hassle of explaining my situation to another employee and having to pack everything up to move rooms just for me.

And and the icing on the cake was that after I checked out of the room on the app, got home, and looked at the digital receipt........surprise surprise....the 1st night stay was not comped!!!. I was changed the BLACONY rate for both nights, which was slightly higher than the King rate I initially booked.

I had to return to Dallas the next week. I definitely did not return to this DT at market Center. I went to the DT - Farmers Branch and had an excellent...

I hate sharing a bad review. If it was just an off day for an employee or a random missed service or amenity, it'd be forgotten. We'll not forget this place. Probably our first red flag was driving into the parking lot. The building looked old and hidden as though it was embarrassed by its appearance and maybe trying to hide from a nefarious neighbor.

Our faith was restored as we walked in to the lobby. The fixtures were bright, the furnishings and finishings were clean and modern. The front desk staff greeted us with the ubiquitous Doubletree cookies! We felt welcome and at home now. We had a mobile key, so we headed straight to the elevator, which matched what we'd seen in the lobby. It was going to be a good visit!

The doors to the elevator opened on Floor 9, and that's when we began to have some doubts. The ceiling is extremely low with poor-fitting, water-stained acoustical tiles. Walls (although scuffed), doors and carpet looked fine.

When we opened the door to 922, our room was average. Not Doubletree average. Motel average. The best part was how comfortable the bed was. Everything else was simply terrible.

We discovered late in the evening the television wouldn't get softer than "10" with the remote. There did not appear to be another control on the TV itself. So falling asleep to the TV as we're accustomed wasn't going to happen. And not having that slight noise from the TV meant every noise from adjoining rooms--including a woman who was telling the world what a climatic experience her bed was--poured into our room through the thin walls.

Morning showers made us a little worried because of the precarious condition of the ceiling in the bathroom. We rushed to get ready and out the door as early as possible.

If this is the level all Doubletree tier hotels have dropped to, we will be more vigilant about researching future stays within the Hilton family or alternatively switching entirely over to the Marriott Bonvoy hotels.

If we'd paid $60-70, we would've been able to partly justify the condition. We paid a discounted $107 (because my wife works for the state gov't) and paid an additional $15 for parking.

The franchisor should take a very close look at this property. It's tainted our opinion of the whole brand. Future travelers to the Dallas Market Center area should look elsewhere.

To recap: the front desk clerks, lobby and elevator were highlights! Unfortunately it went downhill...