Home2 Suites by Hilton Euless DFW West — Hotel in Euless

EDIT- It's actually gotten worse. I reached out via email per their request. At this point I've emailed with 3 different people within the same "guest services" email.. I've provided my name, home address, phone number, last 4 digits of the card used, confirmation number from the app booked through, dates of stay, address of the hotel, AND THE ROOM NUMBER WE STAYED IN and they can't even find our reservation. They asked for a Hilton reservation number for the second time and I've already explained that I didn't book through them. I don't even know why they need it because of all the other information provided. It's been a few days and I've been ghosted, they just stopped communicating. So thanks for asking me to email for nothing. Just a waste of time. I'm still leaving stars for the location and such but the customer service just ruined it....We've stayed on the Tru side before so we decided to try the suite side this time. Checked in on Thursday and asked for an extra pillow that hadn't arrived by the time we checked out on Sunday. I asked twice. Our shower had sliding glass doors that didn't stay open. We'd of told someone in person at the desk but when we were there, nobody else was. We did leave a note but were never contacted about it. We ended up just cramming a washcloth between the doors so they stayed open. Now for breakfast. I pick hotels with a free breakfast, always have. And the last time we stated we had biscuits and gravy, bacon and eggs and a variety of hot foods as well as the normal things like cereal and bagels. Mind you this was during covid and the kitchen lady did stand behind the counter dishing the food up but that's not the point. Point being that a variety was available. NOT this time. Day one was some packaged breakfast sandwich that was heated up in the microwave making it mushy and next to that was oatmeal slop. Now the same variety of bagels and cereal and stuff was still available but I focus on the hot food. I figured it was ok because the next day would be a better choice of hot food. Nope. Day 2 was just day ones food reheated. And day three was the same. The only thing making it worse on day 3 was that I was told breakfast hours started at 6:30 am. Great, except on Sunday when we had to leave at 7am and that's when breakfast starts on Sunday. Not what I was told when booking or upon check in. The rooms are comfortable and the beds are comfortable. It's in a good spot and...

We had a fantastic stay at Home2 Suites by Hilton Euless. I have a LOT to say about our experience, specifically the customer service.

We spent one night in a King Suite for a concert in the area. The room was clean, organized, and spacious. Our bed was SO comfortable, and everything was effortless. We checked in super quick and had keyless door entry if we chose to. The location was fantastic and was close to the airport for those traveling.

This is where the real review comes in Once I got home and settled, which was about 4 hours away, I realized I had forgotten my stuffed bear that I have had since childhood in the room. I called the front desk and spoke with a nice woman who advised it was not in the lost and found, but that I could call back in the morning to speak to housekeeping. I called back the next morning and spoke to another nice receptionist. I told her about the situation, and she advised she would reach out to the housekeeping manager and call me back. I received a call shortly after and was told that the housekeepers had found my bear, but they had thrown it away. She apologized profusely and advised they would refund my stay. I was HEARTBROKEN and spent most of the morning crying. When I told my husband what happened he called back and asked if the trash for the hotel had been picked up yet...we were willing to drive back out and dumpster drive to find Mr. Bear. They stated the trash is picked up twice a day, but if by some chance it was still on the property, they would let us know. Two hours later I received a call from the hotel saying they had FOUND HIM! He was a little dirty and wet, but he had survived! My friend who lives in the area was able to pick him and get him cleaned up.

I’m beyond thankful to the staff for everything they did to recover something so priceless to me. I will forever be a loyal customer to Home2 Suites and will never forget the lengths they went to recover Mr. Bear and to ensure my childhood companion returned...

We had a fantastic stay at Home2 Suites by Hilton Euless. I have a LOT to say about our experience, specifically the customer service. ||We spent one night in a King Suite for a concert in the area. The room was clean, organized, and spacious. Our bed was SO comfortable, and everything was effortless. We checked in super quick and had keyless door entry if we chose to. The location was fantastic and was close to the airport for those traveling. ||This is where the real review comes in|Once I got home and settled, which was about 4 hours away, I realized I had forgotten my stuffed bear that I have had since childhood in the room. I called the front desk and spoke with a nice woman who advised it was not in the lost and found, but that I could call back in the morning to speak to housekeeping. I called back the next morning and spoke to another nice receptionist. I told her about the situation, and she advised she would reach out to the housekeeping manager and call me back. I received a call shortly after and was told that the housekeepers had found my bear, but they had thrown it away. She apologized profusely and advised they would refund my stay. I was HEARTBROKEN and spent most of the morning crying. When I told my husband what happened he called back and asked if the trash for the hotel had been picked up yet...we were willing to drive back out and dumpster drive to find Mr. Bear. They stated the trash is picked up twice a day, but if by some chance it was still on the property, they would let us know. Two hours later I received a call from the hotel saying they had FOUND HIM! He was a little dirty and wet, but he had survived! My friend who lives in the area was able to pick him and get him cleaned up. ||I’m beyond thankful to the staff for everything they did to recover something so priceless to me. I will forever be a loyal customer to Home2 Suites and will never forget the lengths they went to recover Mr. Bear and to ensure my childhood companion returned...