Embassy Suites by Hilton Dallas Near the Galleria — Hotel in Dallas

Do not stay here. I made a reservation for 4 nights at this hotel for my son’s spring break. I arrived at the hotel yesterday around 6:30 pm. The lobby at the hotel looks nice but everything else was terrible. The rooms are in terrible condition. The first room they gave me had a leaning, slanted bed and rolls in the carpet. I went down to the front desk with pictures and asked for a new room. The woman at the front desk looked annoyed but gave me a new room. The second room had a bed leaning over as well as stains on some of the furniture. I went down to the front, explained the issue with the second room and showed the front desk pictures. The woman looked annoyed again and told me, “all the rooms have the same furniture.” I responded, “Are you saying all your rooms have stains on the furniture?” She didn’t respond and gave me a third room. The third room had a poorly patched whole in the carpet in the center of the living room and the carpet was otherwise dirty. At that point I called Hilton customer service to attempt to cancel my reservation and get a refund bc after three rooms in disrepair I did not feel comfortable staying at the hotel. The customer service representative I spoke with at Hilton was very nice. He asked me to email my pictures and agreee the room was in poor condition. He told me that he couldn’t cancel the reservation on his end because I booked through Priceline but that he would escalate my complaint to senior management at the hotel and that I should reach out to the third party vendor Priceline. I then reached out to Priceline on the phone and explained the situation. Priceline spoke to the desk at the hotel and the hotel would only agree to refund me three nights but said they were charging me approximately $135 for the first night because I checked in. I explained that I had not been in the room for longer than 5-10 minutes and should not be charged because I obviously could not know the condition of the hotel room without checking in. I was out of the hotel by 9 pm (the time it took to speak to customer service at Hilton and Priceline and gather things) and was not in the room the entire time other than initially viewing the three different rooms they gave me. They still refused. As we carried our luggage out of the hotel from the third room, we heard another family at the front desk asking for a refund for the same reasons. I am a Hilton Honors member and a frequent business traveler that has almost always chosen to stay at Embassy Suites over the years bc I’ve known them to be off good quality. This is no longer the case. The front desk was incredibly dismissive and I was polite and respectful the entire team. I feel like the hotel is scamming customers by extracting at least one night’s stay at the hotel for conditions that are unacceptable instead of providing a full refund. Additionally, only one elevator was working (the hotel only has two elevators) and the “working” elevator was missing the required certificate of inspection which was even more concerning bc the working elevator appeared to be on the brink of failing. I’ve included some pictures of the hotel. If you have other options, do NOT book here. The rooms are old and in poor condition and the customer service at the hotel was absolutely terrible. We left and went to the Westin Stonebriar and...

I will NEVER stay at this hotel again. Hotel is old and run down. Breakfast pastries were stale and food in the hot buffet was crunchy, like it had been sitting under a warmer for a while. When it was time to check out, both elevators were out of service, so we had to go through a laundry room to use a service elevator. Before we left, we straightened up our room -- as we ALWAYS do. We had taken breakfast dishes up to our room, something we have done at every Embassy Suites we have stayed at for the last 17 years -- we piled all of the breakfast dishes up together on the table so they were in one place. We made sure all garabge was thrown away, put all of our towels in a pile ... things we do before checking out of every hotel room. There was literally a handful of popcorn spilled on the floor, I decided not to make my kids clean that up because it would vacuum up easily. The hotel charged us a $75 'excessive cleaning' fee. They claim there was spilled food on the floor (I am guessing an employee dropped a breakfast dish, spilling the food, because the ONLY spilled food while we were there was the handful of popcorn.) I left a message with the General Manager and got no response. I called Hilton Honors customer service a few days later and they filed a claim for me and told me I would receive a response from the hotel within 72 hours. I received no response. I called back just now (a few weeks later) to find out that they are claiming they had to take the room out of commission for a night to clean up after our 1 night stay -- which cause them to loose revenue. The ONLY thing left out of the ordinary for a typical hotel stay was the breakfast dishes left in the room -- something that I saw NO policy against doing. So, in essence, they are charging us $75 because they had to return dishes to the eating area downstairs. I say again, if there was food in the floor other than the handful of popcorn, one of their employees must have spilled it ... I would NOT have left spilled food that did not vacuum up easily on the floor. I am horrified by the lack of service when a customer calls to dispute a charge. Their $75 fee was more important to them than retaining a customer. I am not a world traveler or anything, but I have stayed at Hilton Hotels 12 nights this year so far, so we travel enough. I have left ever other hotel room in a similar state (straightened up with breakfast dishes left in the room) and have NEVER been charged a fee like this. I will for sure never stay at this particular hotel again, and am seriously reconsidering staying at Hilton Hotels anymore after the lack of service I have received. I have spent enough money with them over the years -- which they can see with my HiltonHonors account -- that they should be making more of an effort to rectify the...

I recently stayed at this hotel for 2 nights. In the surface it looks nice but if you look deeper the hotel is old and dated. The elevators are janky and dysfunctional. The rooms are semi clean and the bathrooms are rusted with the tile grout being every shade of old, rusted and dirty. As soon as we arrived at the hotel my 6 year old son wanted to take a bath because he had spilled something on the plane. While he was in the bath my husband and I noticed a large paddle of water in the hallway. He went to look to see where the water was coming from and noticed the wood on the door frame by the bathtub was rotting. There was mold and rotting wood under the carpet. We immediately went down to the front desk and talked to clerk. He said that he could move us to another room. We went back upstairs to move our belongings to the new room and left to go to something to eat. Once we got back to the room a few hour later we realized the air conditioning was not working. I called the front desk and they said someone will be up to look at it for us. While waiting, my husband and I decided to take the kids to the pool because it was so warm in the room. On my way to the pool I went to the front desk and ask to speak to the manager. An older gentleman can out, I explained to him about the water in the first room and having to move to another room with no working air conditioning, he ask me what do I want him to do about it? I was shocked. I couldn't believe his attitude towards the situation. I walked away and let my husband handle it. After leave the pool around 6pm, my went in the bathroom to take a bath, as he was getting out he pulled on the railing in the bath to assist him and it completely came off the wall! The railing was old and rusty. It look like it was just stuck to the wall with glue. We went back to the front desk to ask to be moved again but there wasn't any rooms available. The engineer (which was a very nice man) worked on the air conditioning till 1am. Before my husband and I had to ask him to just leave it alone because the kids needed to get to bed. The next day we were able to move to another room, which was a little better but our overall experience at this hotel was horrible. I would not recommend that any one stay at this hotel. Being a Hilton honors member I am completely disgusted with my treatment...