Hilton Garden Inn Downtown Dallas — Hotel in Dallas

I recently had the misfortune of staying at Hilton Garden Inn at Dallas, and I feel compelled to share my dreadful experience to spare others from the frustration and disappointment I endured. The glaring disparities between the enticing images on the hotel's website and the stark reality we encountered upon arrival were nothing short of deceptive.

First and foremost, the room size depicted online was a far cry from the cramped space we found ourselves in. It was as if the images were taken with a magic lens that expanded the dimensions, creating a false sense of spaciousness. The reality was a claustrophobic nightmare that left me questioning the honesty and integrity of the hotel's marketing.

The unreliability of basic amenities at Hilton Garden Inn at Dallas only added to my dismay. The water temperature fluctuated wildly, making showers a precarious balancing act between scalding and frigid. Equally unpredictable was the room temperature, which oscillated between Arctic chill and Sahara heat. It seems the hotel's thermostat had a mind of its own, determined to keep guests in a perpetual state of discomfort.

Attempting to unwind after a day of disappointments proved futile as the television repeatedly crashed during attempts to watch shows. To add insult to injury, the HDMI cable we brought was utterly useless, leaving us with no alternative for entertainment. It's baffling that a hotel in this day and age cannot ensure functional and reliable electronics in their rooms.

The issues extended to the refrigerator, swinging between extremes of warmth and freezing. Forget about preserving food or beverages at an optimal temperature – the appliance seemed to operate on its own whims, disregarding any attempt at regulation. This lack of basic functionality is simply unacceptable for a purportedly reputable establishment.

My grievances with Hilton Garden Inn at Dallas reached a critical point when I missed a crucial wakeup call that I had specifically requested. This negligence almost caused me to miss my flight back home to my ailing mother. The emotional distress this caused is immeasurable, and I hold the hotel accountable for their failure to fulfill a basic guest request.

Despite these numerous flaws, I must acknowledge that some employees at Hilton Garden Inn at Dallas were, for the most part, helpful. However, this assistance was overshadowed by the apparent lack of professionalism displayed by staff members who thought it appropriate to engage in FaceTime conversations while on duty. It's disheartening to see such a disregard for guest satisfaction.

As an aside, the peculiar and unpleasant odors permeating both the rooms and hallways of Hilton Garden Inn at Dallas cannot go unmentioned. It left me wondering whether the management prioritizes cleanliness and hygiene, or if they are simply oblivious to the olfactory assault guests are subjected to.

In conclusion, my stay at Hilton Garden Inn at Dallas was a regrettable experience that exposed a myriad of shortcomings, from deceptive advertising to unreliable amenities and indifferent staff. I strongly caution anyone considering a stay at this establishment to weigh their options carefully, as the allure of the online images is a mirage concealing a myriad of disappointments.

Serious PRO: Location. It is absolutely near pretty...

I stayed at this hotel for my daughter's volleyball tournament. The whole Volleyball experience was new to me and the staff at this hotel made it a great one to say the least. When we arrived at the hotel, I was struggling with luggage and two small children. (There is no parking so I had to use the next garage and walk over...the only negative, I would say). Once at the counter, I found out that my reservation was cancelled because the company I used, put in the wrong check in date. Dantae and Sabrina did not hesitate to reinstate my reservation and provided me a room. When I got to the room, I noticed it did not accommodate the number of people my reservation was initially for. I called down to the front desk, and again, Sabrina and Dantae, without hesitation, told me to come down and get the key for a room that could accommodate us all. The next day, when walking through the lobby, I noticed how clean and aesthetically pleasing it was, and it smelled WONDERFUL! Curious, I asked David, the guest service manager, what the scent was, and he didn't know, but also didn't hesitate to tell me he would find out and let me know. He could have left it at " I'm sorry, I don't know" with a smile, but it was nothing for him to offer to get the information, AND follow up with me.

This review is long but to me worth writing. It was not just the fact that they accommodated me, and were pleasant and professional. What stood out, is how genuinely engaging they were. It was a busy weekend, and as we came and went, they would always speak, ask about our stay, if we needed anything, offered suggestions for things to do/see in the area, and even inquired about my daughter's games...ALL of that was above and beyond what they were required to do, but they did it, and it was genuine. I honestly did not feel like a guest when I interacted with them but, like old friends, lol. All of their energy was easy, warm and welcoming. I honestly have never, experienced customer service like that. The thing is, it was not only with me and my family... I watched EACH of them interact with other guests, and it was the same energy!

I am not sure if corporate reads these reviews, but I sincerely hope they do. I hope they know that my experience with those 3, who represented the front staff AND the hotel was phenomenal. I hope they know that although that weekend started out stressful for me, those 3 individuals were truly a blessing. Being a volleyball mom is new to me...I didn't know what I was getting myself into, but those 3 were refreshing, and helped create a pleasant experience and memory. I wanted to send gifts to them as a small token of my appreciation, but wasn't sure if it was allowed. If so, please let me know. If not, corporate please gift them somethings special on my behalf...they deserve it.

Thank you so much Sabrina, Dantae...

After checking in & going to our room I noticed we didn’t have a “do not disturb sign”, so I immediately went to the front desk to ask for one & to not receive any services. Unfortunately I didn’t receive one until 24hrs from my check in. The next day after leaving then later returning to the hotel & my room I noticed the sign was posted but upon enter then noticed housekeeping entered the room & cleaned. I immediately went to the front desk & spoke with a staff that tried her best to troubleshoot the issue. She then directed me to her immediate manager & that is where the true issues occurred.

The Guest Services Manager David Melvin is your worst staff representation I have ever encountered at a hotel. I waited for David to arrive to speak with him & that is where things took a drastic turn. I stated to David I’m not staying here alone & that my girl’s personal belongings were out, he passively apologized & stated he could offer Hilton Honor points. I expressed I didn’t care for the points & I asked was there any other way to rectify this. David told me “it was up to me in what I wanted”. I immediately stated “it’s not about what I want, rather you as a manager to give me options to resolve the issue”. I was extremely frustrated with how his management skills or the lack there of was displayed. I asked to speak with the Manager of the hotel, & that is when I contacted the manager of the hotel.

The day I checked out I woke up at 8am to speak with the General Manager but she was not in & did not return any of my calls. So I went back down to the lobby & had another conversation with David. As I was speaking with him he cut me off and began talking over me. “Stating we are having a fluid conversation”. Lacking the patience a manager should hold, he had no place in cutting my conversation off. He told me it’s not my place to say what a manager is supposed to do as he has over twenty years in customer service. Then telling me he has a great memory & that’s part of his job. His narcissistic statements weren’t valid. His lack of professionalism in communication & resolving issues is why I am frustrated.

He began going back & forth with me and another guest after we checked out. Again, if guests are checked out, why continue to engage & be argumentative? He continues to represent your establishment then you will always have dissatisfied customers. Please train him on professionalism as his narcissism doesn’t sit well when communicating with...