Embassy Suites by Hilton Dallas Love Field — Hotel in Dallas

I came for a family reunion which took place in the hotel, if I'd have come for any other reason I would have switched hotels. Minor thing first, no free wi-fi unless you're a member of their Hilton Honors club or you want to sit in the "business center" which is the size of a walk in closet.

My grandparents room smelled moldy and when I took off my shoes I figured out why, the entire carpet was wet. Even after talking to the front desk, telling them the room smells like mold and having a service guy come into the room and experienced the smell and wet floors (and not finding the source) I still had to ask to have their room switched. He just wanted to vacuum the floor and have them deal with the smell. As bad as a smelly room is, it's still not the worst experience of the weekend.

This hotel is NOT handicap friendly! I'm not handicap, but my grandparents, who I was traveling with are. There is one "handicap" room per floor and they are the furthest rooms away from the elevator as possible, which is fine and dandy if your in a wheelchair, but if you're like my grandpa who has two bad knees, it's just mean. I think they were an after thought, as they are tucked in a otherwise useless corner. They are the only rooms in the hotel that are not suites, yet they cost more, there's only a full sized bed that's against the wall so you can only get in from one side. The room itself was barely big enough to get my grandma's wheelchair in and be able to walk around. The only thing that makes it a handicap room are the hand rails by the toilet and in the shower, which was not a walk in. We were told there will be shower seats available, but they couldn't find them. I only got this second hand, but another family member said they were told to go to Walmart and buy a shower seat. My grandparents ended up changing rooms, to the one right next door and still away from the elevator. The next night was when I noticed the smell, the new room's floors where damp too, apparently they recently had the carpets cleaned, but on the plus side it didn't smell and I finally got them a room by the elevator.

There was another family reunion going on that weekend and they had a dinner where they normally have their happy hour, so it got moved to the hotel bar. The only regular height tables were on a platform, all the ones where wheelchairs can get to were high-tops. Our family has five people in wheelchairs, two of them decided to join in on happy hour. After getting the server to help move the tables around he told us they(the wheelchair bound) can't stay too long because the wheelchairs are in the way. In other words if you're in a wheelchair you are not welcome. I asked the bartender to get a manager, never saw one. I'll admit he was busy being the only bartender at a happy hour that gives you free drinks and I did see him talk to someone, who talked to the server, but no one ever came over to apologize. Needless to say we called the other three in wheelchairs to come join the fun and stayed the whole time.

They do have a great complementary cook to order breakfast, free happy (2) hours every night, good sized suites and about 98% of their staff were friendly and really helpful. A service guy even helped fix my...

As the owner of Kouture Expressions Unlimited, an event design/planning company, I hold customer service as number one, as it is the thread that holds together success or failure in my industry. In my profession I have seen good, bad and exemplary customer service. On September 25, 2021, I approached the front desk to inquire about how I could gain access to Bachman I and II to design and decorate the rooms for the 1981 Madison High School Class Reunion.

As I entered the Embassy Suites Dallas Love Field, I was contemplating what was the easiest way to unload my vehicle that was closest to rooms, Bachman I & II. I was greeted by Natalie V. with a pleasant smile which set the tone for me the entire time I was at the venue. She immediately gave me access through the West parking garage that was incredibly close to the rooms; it made our job so much easier. Upon getting to the doors, we realized the doors were locked. I returned to the front desk and Natalie advised me that she would get someone to unlock the door. By the time I returned to the rooms, I was met by Mr. Willard Wiley who immediately opened the doors. As we entered he asked me was there anything else that I needed. As I glanced across the room, I quickly noticed that there were only 10 tables and the clients had informed that the event required 11 tables. He immediately told me that he would get someone to assist in addressing that concern. As we began unpacking the decor, we realized that each table only had seven chairs instead of eight and I advised Mr. Wiley of the additional information. Shortly there after, Beth Guzman and Ricky Webb verified my needs and proceeded to bring in the missing items.

I was so pleased that I returned to the front desk and informed Natalie that I wanted to speak with the manager as I wanted to share the exemplary customer that I had experienced and wanted to ensure that these individuals were acknowledged for not just doing a job; but, going above and beyond which is what customer is all about.

As it turned out, the front office manager, Rodney Wedlaw, Jr. was at the front desk on a call. After his called ended, I proceeded to tell him about my customer service experience. He listened attentively and thanked me for the feedback. I was impressed as he knew the employees that I was referring too by name. That solidified even more that I had to write a review to share my incredible experience with others, as it had made my day easier on so many levels.

Yes, we all get paid to do a job; but, we don’t all do it with a sincere commitment to provide quality customer service. Natalie, Mr.Wiley, Beth and Ricky went above and beyond. I highly recommend Embassy Suites Dallas Love Field and it’s amazing staff for...

The Embassy Suites by Love Field is not a very nice hotel and I wouldn't stay there again. $16 a night parking fee for NO REASON and the free breakfast is highly overrated. Here's my pros and cons list:

Pros: -Very close to the airport. There are also restaurants close by and a Walmart and Target right across the street. -The staff was generally very pleasant. -The free breakfast did have a lot of options (more on this in the "cons" section). -The Tap & Tavern restaurant in the hotel lobby is good. We only ate there once but the food and service was excellent. -Free "snacks & 2 drinks" each night from 5:30-7pm was a nice perk, but it should be noted that this service is provided by the Tap & Tavern staff....not by the hotel. -The suite rooms are fairly spacious.

Cons: -This hotel is very much dated and in need of some serious cleaning/remodeling. Our room (#401) had an old dirty sock left on the floor, sticky stains on the carpet and counters, the fire sprinklers looked like someone punched them thru the ceiling, there was no body wash in the shower (or the entire hotel) and the place was just generally grimy and in a state of disrepair. See pics. -The free breakfast was lame at best. The buffet was tasteless and uninspiring. The made to order omelette gave me a stomach ache and the rest of the options were okay but honestly pretty standard. I think so many people rave about this because it's a slight step above the cheap hotel breakfast that we're all used to. -The dedicated "hot water" for tea at breakfast was from the same containers used to make coffee. So if you want a nice cup of tea be prepared for it to taste like old coffee. Yuck. -The rooms were not quiet. All of the sounds from each floor get transmitted throughout because of the open atrium design of the hotel. -No trashcans on any of the floors. If you have extra trash you don't want in your room be ready to take a elevator ride all the way down to the lobby. -Housekeeping was almost non-existent. Every time they came by it was already after 5pm. They couldn't seem to make it to our room any earlier than that. -Parking fee is $16 a night. There's no reason for this fee. Just a way for the hotel to make money. Normally in Dallas you only pay a hotel parking fee if you are downtown. This hotel is not downtown. -Parking lot was generally gross and the trash cans at the entrance were overflowing. -The hotel is located just east of Lemon/Marsh. Be prepared for it to get sketch AF if you drive just 1 block west. -Wi-Fi sucks at this hotel. Our devices lost connection continuously. I don't think I've ever experienced such spotty service at a...