Hilton Garden Inn Dallas/Duncanville — Hotel in Duncanville

Stayed here when a storm knocked out the power in my neighborhood a couple of weeks ago. Booked the stay using my Hilton honor points as I travel frequently and have a surplus of unused points. Used the Hilton app to book it as it has all my info and is usually quick and easy.

As I'm in line to check in I overheard the employee telling the people in front of me that she was supposed to be leaving at 7pm and she didn't appreciate getting so many people checking in before she could leave. It was 630pm at the time.

As I'm going through the check in process she said that I need to put my card in the machine to check in. I tell her that I used my points for the room and the app has my info on file and not sure why I need to use my card. She reassured me that it was for accidental insurance and that it would be refunded when I checked out. The initial charge was for $94 and some change. Checked my bank app a few days later and showed a pending charge for $74.10. I let it be at the moment thinking it would drop off as she said it would. A couple of days later it goes through and I am charged the amount. The receipt that was sent to me was completely blank and couldn't see any charges. Didn't even have my name on it. So I immediately called Hilton honors to see what was going on. They couldn't figure it out so they called the hotel. They couldn't find any records of the charges in their system and was going to check into it and call me back. Almost 2 weeks have gone by and still no one has gotten back to me on it. Still no refund.

Check out, as I was told was 11am and we left by 915am. My family cleaned the room and bagged up the trash, put all used towels and wash clothes in a bundle. We made sure we left it in good condition. So not sure where these charges are coming from and incredibly poor business practices to steal someone's money, have no record of it, tell them you will look into it and never follow up on it.

Poor attitudes, bad customer service, even worse management and last but not least, refusing to refund stolen funds with no record and a...

We stayed here for my daughter’s cheer competition during NCA nationals. I do not know where to even begin. First of all do yourself a favor ..RUN. The next night we went about 20 min or so to the COLONY and got a room half price that was a million times better at Marriot Residence Inn . Area was way better, rooms were MUCH cleaner staff was better.

The parking lot was littered with trash here, the exterior of the building is poorly maintained, the staff was mostly rude and could care less about our concerns. Shout out to Fernando maintenance guy he was the only one who I would give a 5 star to. When we got to our room and pulled out our bed there was a giant metal rod sticking up (similar to a wire hanger). We had two small children that could have been hurt/injured! It took maintence at least 20 min to fix. The bed was covered in stains, the mirror on the wall- the glass was falling off, the shower was disgusting the top of it was all peeling , there was mold on the lamps the microwave was covered in crust on the outside , but the best part? The hall way REEKED of urine - and the walls/door to the room?? Looked like a run down low rent by the hour room.. this is the name Hilton carries??? I am SO glad I have Bonvoy rewards/credit card and stay there normally. We never have any issues!! And this room cost $230+ dollars for one night!!! This was t worth $50!!! Management called and personally verified all of our items we listed above and verified they saw everything we said. Though not much was done about it. YES we had to stay there our daughter is in All Star cheer and they have a contract with certain hotels that we must book through . I am going to send everything we have to Team Travel Source and my gym.. and hopefully they will not allow this hotel to be on the options next year. Dissatisfied with how this was handled we didn’t even sleep in the room… we didn’t even check in till almost 8 or so checked out by 7 am .. less than 12 hours and $200+ dollars.. Gross gross gross I wish there was a way for me to capture how bad that...

First of all the 2 African American woman that work in the restaurant in the morning were totally rude…when we made our reservations we were told breakfast was free and when we went to get breakfast they said we had to pay $13.95….we have stayed in way nicer hotels and breakfast is free….by the way my husband and I walked over to Jack in the Box and had a great breakfast and only paid $15 for both…. Second went out to the pool and it was freezing cold and the hot tub didn’t work. Told the manager about it and he said he would get maintenance on it and by the next day it still didn’t work. On the second day there were no clean towels what so ever. My brother-n-law called the front desk and complained about the pool and hot tub and they said when we came up to the front desk they would discount our room for the inconvenience. Went up there and the manager was there and he said no discount and apologized. Staff needs to get their policy together. Third asked the housekeeper for clean towels and never received them, she went right past our room. So I kindly went up to her cart and grabbed 2 for myself. Forth on our first night there they have a large table with 8 chairs and while we sat outside due to being nice the first group were white and they were allowed to do whatever they wanted. The next day we gathered family and we were on the same table and we were told when getting ready to leave to go to our rooms that we were not allowed to come back down there and socialize and have a couple more beers. No one was intoxicated at all not even close. So knowing the fact that we couldn’t have fun with our extended family sucked. We paid good money for our rooms and couldn’t really enjoy ourself because we felt limited on what we could do. We will never stay at this particular...