Embassy Suites by Hilton Dallas Market Center — Hotel in Dallas

OK, where to start? At the beginning I guess.

I checked-in online a few days before arriving. When I got to my room it was an accessible room (for disabled people). I dislike these as the showers leak water and all that extra handrails and seat seem a bit unsanitary to me. Also there were dirty towels left on the wet bar in the main area.

I had to go out to dinner and stopped by the front desk to let them know about the dirty towels and ask for another room. They said they were sold out and had no other rooms but would have housekeeping stop by and clean up the wet bar. I said I was going to dinner and they could enter the room to clean. I was gone about 2 hours and when I returned, the dirty towels were STILL there. Strike 1!

Next morning as I'm getting ready for work, I couldn't get any hot water from the sink, even letting it run for a few minutes. Figured I'd have better luck in the shower. WRONG! It took literally 10 MINTUES running on full hot water to get an acceptable temperature to shower with. So the really hot water finally got there when I was done...go figure!. Remember that accessible shower I mentioned? Well the reason I don't like these is that water escapes onto the bathroom floor. There is a 2nd drain near the commode so I guess they know this happens. Water on tile flooring is a bad thing. I almost slipped and fell getting the towel to dry with. Also the soap dispenser in the shower ran out. Strike 2!

On the way out I stopped at the front desk and let them know about all this. That the dirty towels on the wet bar were STILL there, the hot water situation, the soap dispenser, and my general dissatisfaction that nothing seem to get done. I was assured it would all be taken care of. The manager (I guess) Davin even texted with me while I was at work. Again assuring that it would be taken care of.

I returned from work at about 6:30 and the room was cleaned, the dirty towels were gone but housekeeping didn't empty or clean the coffee maker and left the napkin, stir stick, and empty cup where they were. I decided to take a shower before going to dinner....guess what? NO SOAP! Had to use the shampoo to wash with. Strike 3!

So, again, I stopped at the front desk and complained about this....and again was assured the soap would be taken care of. Well, at least that was fixed.

As I was at the front desk I noticed a sign in the backroom of the front desk. It was HEART spelled vertically and stood for:

H=Hear the customer E=Empathize, understand the customer A=Apologize for the problem, inconvenience R=Respond, take action to address the situation T=Thank the customer for bringing up their issue

The staff did do H, E, A, and T....but they utterly failed with R (respond). Don't actions speak louder than words? For alI their platitudes their lack of actions tells you all you need to know. I had to bring up issues multiple times to get them fixed....so you can see why I gave this place bad review numbers.

This was the 1st AND LAST time I will ever patronize this particular hotel. I'd advise finding alternate...

Maybe I'm spoiled by a newer Embassy in my town, which opened in March 2020, but this property was incredibly disappointing. The amenities and rooms are very dated. I prefer Marriott properties. However, I backed the choice of this hotel due to the grand experience I've always had at the Embassy Suites in my area. It's attached to a convention center and partnered with the local university for various classes, so maybe that's why the standards are so high. Either way, one can liken the Dallas Market Center location to a budget brand suite and not one that is expected of the Embassy Suites brand by Hilton.

PROS: The staff was outstanding! From the front desk to the full-service breakfast buffet, you couldn’t ask for a better group of employees who genuinely take pride in their work. Additionally, if you have business or vacation plans that require a central location in Dallas, the immediate access to I-35 is excellent as well.

CONS: The room layout is dated, and minor attempts have been made to modernize the footprint. A wider bar sink and mirror have been added to the bedroom area instead of updating the bathroom sink. This add-on was preferred over the non-light bathroom mirror, though it still feels odd. Speaking of the bedroom, the mattresses are more akin to hammocks and sank in so much that I slept without a pillow.

Now, when I say it’s next to I-35, I mean it’s right next to I-35, with older locked sliding doors to the non-functioning balconies that let a significant amount of traffic noise into the room. The bathroom exhaust was constantly on, and the noise was minimized by closing the doors. Additionally, the HVAC intake was very loud. This issue was solved by closing the suite door; however, a slight crack in the door was necessary to allow for proper air circulation.

We turned finding paint marks on random pieces and surfaces in the room into a game, stemming from what seemed to be a rushed job. While the refrigerator, microwave, coffee machine, and wet bar area appeared fine, I heard stories from others in our party that this area either had wood swelling due to water leaks or appliances that didn’t work.

The additional amenities were either so awkwardly placed that I avoided them or simply did not function. You must walk past the humid hot tub and pool room to reach the gym. As for the pool itself, it was very cloudy the first night and the next day, then drained and closed for maintenance for the remaining two nights. I never needed the vending and ice, but I found it strange that you had to use your room key to access them.

CONCLUSION: I’m not rejecting this location. It was a significant letdown for me compared to my previous experiences at Embassy Suites. I’ve visited three other Embassy properties before, and none of them were as disappointing as this one. Consider this review and many others like it before...

It feels like piling on with the reviews but I think this is necessary. I was here two weeks for business.

Charging 20 dollars for parking is ridiculous since it's not secured. Hilton usually only charges at secured lots but this place is mostly certainly not secured or safe from what I saw.

Second is room quality. Everything seemed OK my first week. Pipes did bang loudly and everything seemed like maintenance hadn't touched it in a while. Very outdated. My room was clean and honestly that's all I cared about. That was until the last night. At about 1140 PM I heard what I thought was the shower running in either the room next to me or above me. I figurd outdated poorly maintenanced hotel so nothing wrong. Then about 10 mins later I heard the drip. The room above mine's shower was leaking hot water into mine and going everywhere! Went downstairs to ask for maintenance and none available. Said I had to move rooms at midnight. Unacceptable to me but from reading reviews seems like the norm. I'm pretty upset and the front desk person was very nasty about it. Take the keys to the new room and move and wow. The bathroom was gross! As someone with dyed red hair, I can tell when someone washed out red hair dye. Tub was bright reddish pink. Best of all, toilet wouldn't flush. It wasnt broken, the water was turned off. Go back down and front desk is clueless. They are also very understanding and kind this time and seemed genuinely concerned. Go down in the morning to speak to a manager. While he was nice enough about it something he said was kinda off putting. Told me this was a one time thing. Seems like it wasn't. Did give me points to make up for it.

Had to come back a second week cause it was close to work and company wouldn't pay for the more expensive hotels. Second week room was better but still very outdated and AC didn't work well. It was 107 so maybe it just couldn't handle it. Uneventful and again the room was clean and they did provide service when asked.

I give this place the 2 stars for service. Even though the front desk gal wasn't great at first she was very helpful at the end and seemed like a different person the second issue. Reading these reviews seems like they have to deal with it a lot so not going to blame them. Despite the comment from the manager he was very nice and apologetic and was helpful. Everyone here was very nice, especially the folks in the restaurant (the bartender was FANTASTIC!!).

I wouldnt stay here again until it gets a modern overhaul with at least well maintenanced plumbing. I would even encourage corporate hilton to consider stepping in. Your brand is being tarnished with this ownership group. Your very lovely staff is doing an amazing job, but this property needs work to give them and customers a...