Home2 Suites by Hilton Dallas Downtown at Baylor Scott & White — Hotel in Dallas

Do NOT stay at this hotel. The staff lacks basic hospitality skills and are unresponsive to issues they create. We booked our stay at this Home2 Suites by Hilton for our weekend getaway to Dallas as it looked nice and was a new hotel. Since we were a group of four grown men we made sure that we booked a room that had two queen size beds in it. We read a review that a past guest at the hotel had issues with getting the two bed room that they had booked so we made sure to call the day before our arrival to inform them that we would be arriving late and confirm our room would have two beds. We were assured at that time that our room would in fact still be available with the two beds we booked for. This ended up not being true. After arriving to the hotel and checking in, we were all surprised that our room only had one queen size bed in it and a small pull out sofa. We immediately went down to the front desk to inform them that they had placed us in the wrong room. The girl at the front desk was unapologetic and explained that there was nothing she could do as they were at capacity. She also went as far to express that we were lucky as we got the last room available. This was unacceptable! We proceeded to call Hilton corporate who said that there were no vacancies at any of their other properties in the area that we could move to and unfortunately there wasn’t anything they could do for the next two nights. Since we had booked our stay through a third party website the booking was non refundable and we were stuck in an uncomfortable sleeping situation. One of us had to sleep on the ground for the first two nights using the couch cushions for support. We spoke with Hilton corporate again the next day who had troubles contacting the hotel and getting any sort of resolution. After finally getting ahold of the hotel staff we were assured that we would be moved into a two bed room for our third and final night. The manager at corporate also informed us that they believed that they could work with the third party site to refund the first two nights of our three night stay since we did not get the room we paid for. This all sounded fine so we followed up with corporate after returning home from the trip. They requested all of the booking information from the third party site and we quickly provided that to them. After a couple of days of not hearing anything we followed up. Hilton corporate then informed us that there was no way that they could refund the first two nights. The only thing they could do was offer a free night stay which again we found unacceptable. When we expressed our displeasure with this they offered two AMEX gift cards with the catch that they could only be used at Hilton properties and that the free night would have to be given up. Again, this was unacceptable. Hilton is not doing enough to make this right and they don’t seem to care that their properties aren’t honoring what their guests book. We had to spend several hours on the phone with Hilton both while on our vacation and after returning home and did not get any resolution. Hilton has lost four customers now, one of which used to be a Diamond Member with Hilton. You would think that Hilton would want to take care of all of their guests and especially one that had been a loyal customer and had achieved their highest status. Unfortunately the lack of customer service at both the property and at corporate has not lived up to expectations. We will be sure to share this experience with anyone and everyone we can in hopes that nobody has to deal with this sort of situation from Hilton or this hotel. Definitely recommend looking elsewhere and with a...

we have been frequently staying here because it is the closest hotel to the hospital where my Dad is currently recovering (he had a heart attack and a second stroke). This was not our first choice, and even though we were disappointed by our first stay, we kept coming back because the hotel's distance to the hotel was very convenient for us.

The staff is very unfriendly and unprofessional. We often have to extract information from them, like learning about how to apply to be a Hilton Honors member or available discounts and offers, instead of having the information freely offered to us. One time, my Mom forgot her toothbrush and went down to ask if there were any available. There were none. This is a hotel. The staff in the hospital where my Dad is staying offers us toothbrushes, toothpaste, and even blankets whenever we sleep over, and yet an actual hotel doesn't so much as offer an extra toothbrush. The staff and the environment never felt welcoming and it never felt like we got our money's worth from our frequent stays.

Our third and last stay was the worst yet. I had to be transferred to a new room three times on the day I checked in. The first room had a shower that was not cleaned well and the second room's lock was not working. When I complained about this to the front desk, both times it felt as though the front desk worker was more inconvenienced than I was, a paying customer that had to repack and lug her luggage around different floors and rooms within an hour. We never once heard so much as a simple apology for all the trouble that the hotel's own mismanagement caused and the response felt incredibly unprofessional all around.

To top it all off, because clearly, the staff in this hotel wanted to make our final stay as unpleasant as possible, the manager (Barry) gave my mom a very hard time on the final night. Her key card wasn't working so she requested a new one, but instead of being helpful, simply said that there was nothing he could do because the name wasn't booked under her name (it was booked under mine). He did not offer any solutions until after my mom called me and his attitude toward her was incredibly rude and, again, unprofessional.

My mom asked Barry for his supervisor's phone number to file a proper complaint, but instead, she gave him the IT phone number.

To also add to our ongoing frustration with the staff at this hotel, we noticed that any time we face a dilemma, they never offer a solution. They just stand and look at the customer and repetitively keep saying, "I will lose my job". They don't even lift a finger to de-escalate the situation.

I need to make a special mention of Barry again, as he claims to be this branch's manager. If that is true, then you really need to re-train the entire staff there because that man is awful at handling customer service and it certainly explains why the rest of the staff's attitude is just as bad.

We came to this hotel as a means to relax in between taking care of my sick father who is staying in the ICU in the hospital across the street. But instead of relaxing, it's just been headache after headache. I've traveled a lot and visited a lot of different hotels, and this is possibly one of the worse experiences I have ever had.

We will not be going back and we will be telling our friends and family to stay far away...

Bed Bugs, Broken Door, Broken Promises of resolution. In October of 2021 I reserved a 13 day stay for my wife while she was attending nursing clinicals through Baylor Louis Harrington School of Nursing. This program is an accelerated program for bachelors of nursing degree. She was very busy and stressed out working at the school 12 hours a day. The third night she stayed in the hotel her door lock would not work. The staff ended up having to pry the door with a crowbar to get her in. While the door lock was broken she had to call the front desk every-time she needed to leave or get back in. They offered 10k points as a penance for the inconvenience and was able to repair the door the next day. Meanwhile at night she was waking up itching but thought it could be a reaction to the bleach used to clean the sheets, until she noticed bumps on her skin like bug bites. She didn't think of bugs being in the bed but she did find bugs, she sent me a picture and we confirmed them to be bed bugs. She alerted the front desk and they promptly moved her to a new room and bagged all of her stuff that was out in the room and exposed to the bedbugs. Since she still had several days to stay there, it was very uncomfortable knowing she may be crawling with bedbugs. The hotel promised her a full refund of the stay. That's where this story starts. We were informed that it would take 60 - 90 days for the refund to come via check in the mail. After not receiving anything a couple of months later (no refund, no 10k points) I contacted this hotel management and reminded them of the situation. I was reassured again that the issue would be resolved and told it would take some time because HIlton had to refund the money since we paid so far in advance of the stay. Again, we waited. After another couple of months i called the hotel again, obviously the manager was new and i had to go through the entire explanation again. This manager assured me resolution and a call back a week or so later. The week came and went. I contacted Hilton customer service directly and opened a case with them, Hilton was not easy to talk to about a complaint against a Home 2 Suites owned by a franchisee. According to Hilton they would open a case and the hotel would be required to respond within 3 business days. Approx. 5 business days passed and the Hilton rep sent an email saying the hotel had resolved the issue. I found it interesting because we were never contacted. That was approx 2 weeks ago. To avoid writing this novel I tried several times this afternoon to call the hotel again, and each time was sent to voicemail that could not receive any new messages. So here i am trying to get someone at the hotel to pay attention. We have pictures of not only the bugs, but the bug bites and text messages back and forth between my wife and I about everything that happened during her stay. Please know that if you stay at this hotel, the staff is nice and environment is welcoming and seemingly clean, but if you have any issues, they will do their best to not honor their offer to refund your money to make it right. We will be contacting the Louis Harrington School of Nursing to let them know that this hotel is unfit for their nursing students. At the time my wife was onsite, there were as many as 80 other students staying at...