DoubleTree by Hilton Hotel Dallas Near the Galleria — Hotel in Farmers Branch

We’ve stayed here so many times in the past. It’s one of my favorite ones to stay at. We’ve always had a great experience. Rooms are nice could use an upgrade, bathrooms need an upgrade I normally stay on the executive floor being diamond but it was full this trip so I ended up on a different floor. Shower had some paint chipping pretty bad in the bathroom shower. Please take out the bathtubs when you do a remodel. They’re my only issue with the rooms. The tubs are very deep and all porcelain a few years ago I slipped and hit my head pretty bad in one of the rooms here and had to stay extra days. Beds are always nice, front desk staff has always been so loving to me and my children.

We spent a week here during spring break due to weather conditions at home. The younger male manager I’m spacing his name is the most loving caring hotel worker I’ve met. We were stuck here and my son missed his birthday party. The front desk heard about it and felt so sad for him. While we were gone for the day the front desk staff left a wrapped up box with little toys in it and a card signed by all the staff. Truly made me cry and made my son feel so loved. We were on three weeks of being gone. Staff would tell my kids goodnight daily. When we just went back last week we were heading home from being gone over a month and had a few nights left on the road. Upon walking in I was immediately greeted by my last name and asked how my children were. The lady working at the Starbucks in the morning remembered us from our last visit and my children. Hotel always seems very safe to me. I have never had an issue with safety or my vehicle. It’s pretty locked down on the executive floor. Bar staff is very friendly and remembered me, brisket tacos are to die for. Breakfast is good no issues there.

I ran into one issue this stay that was a huge disappointment we left a wallet in the room with cash after checking out and driving off an hour later we remembered and went back. House keeping was cleaning the room and said no wallet was in there. 100% positive it was left on the chair. I checked for a few days but nothing was turned in. I’m not going to rate the hotel based on this one disappointing situation because the 20 other times we stayed we have had no issue at all. Just happened to get someone not very honest but I’m sure it happens. I would definitely recommend this hotel and they’re always busy. You will be treated well and it’s the nicest Double Tree I’ve been too. They also take very good care of their diamond members and have always blown me away with the extras...

Beware: Roaches and Racism

I am genuinely shocked this hotel has so many positive reviews because my experience here was, without a doubt, the worst I’ve ever had in all my years of traveling and staying at 50+ hotels.

The first issue arose when I ordered a glass of wine at the bar. The bartender informed me he needed to open a new bottle, which was fine. However, when I received my drink, I noticed a thin layer of white film on the surface—something I’ve never seen before. Back in my room, I tried the wine, and it tasted as though the glass hadn’t been properly rinsed, leaving a strong soap or chemical taste. I threw it out and brushed it off as a minor inconvenience. Not a huge deal but this incident does add to the overall experience.

The next morning, things took a much worse turn. I found two small roaches in my room—one on my nightstand and another on my pillow (they were alive). The thought of having slept in a bed where roaches were crawling was beyond disgusting and left me feeling nauseated. I immediately went to the front desk to check out early and requested a refund for the second night I would no longer be staying.

Initially, the front desk associate (with purple in her hair) refused to refund me, offering instead to move me to another room or conduct an inspection. Given the evident roach infestation, neither option was acceptable. After pressing the issue, she finally contacted a manager, who authorized the refund. However, I was told I would need to request it through Southwest, as I had booked through them. I was happy with this resolution but it should of been offered the first time I asked rather then being met with a nasty attitude and unwillingness to help the guest.

When I checked out, I asked for a receipt of my stay so that I would have proof that I had left early, but the same associate told me I couldn’t receive a receipt and that only Southwest could provide one. I asked for clarification about who had called my room earlier, and she dismissively said, “It was me. I know I sound like a white woman on the phone.” This statement was shockingly unprofessional, patronizing, and completely inappropriate. Comments like this have no place in customer service and reflect a serious need for training in professionalism and respect.

I left and booked a room at the Hilton Granite Park, where I had a clean, pleasant, and roach-free stay. My advice: avoid this hotel at all costs. Between the roach-infested rooms and the appalling customer service, this is a place I will...

I stayed at this hotel from out of town from Oct 26, 2023 to Oct 30, 2023. During my stay on Oct 28, 2023 I was awaken from a knocked on the door by Carlos (engineer worker) and unidentified lady at my door. They stated they had a complaint of marijuana smoke on this floor and wanted to check our room. I told them come in and Carlos stated that did not smell anything and apologized. Hours go past I comes back up to my room with staff in the room next to me. I overheard David Wood state maybe it's coming from 404. That's when I walked over and told them to check my room. David stated it was not coming from my room and apologized. Later on I went downstairs and spoke to him about this situation because now I felt scared to even leave my room. I ask can I get a letter with an apology and that it was not my room never received one. On Oct 29, 2023 I walked in the lobby in David stop me to tell me my room has been locked because my cc'd was declined but the money was already taken out of my acct. I sat in the lobby while I called my bank embarrassed as ever. The bank explained to David and I that the money has been sent to Hilton. David try my card again and it was approved. He then gave me new cards. Once I got in my room David personally called me and apologized and said he was coming to our room. When he arrived I was given 2 complimentary drinks plus a voucher for there breakfast and another apology. On Oct 30 I went to check out and Allan states I have a balance of $115.78. I explained to him of what happen yesterday and his entire expression showed me he did not care what I had to say. I ask for a manager and I get Callan Hamann where he tries to show me and tell me the breakdown. At this point I need a solution. I once again called my bank and had Josh (representative) on speaker where he try to explained to Mr. Hamann that the money has been taken out in full to Hilton plus they can not pre auth on the same Auth Code. After going back and forth I was told they would comp it so I can make my flight. This was an horrible experience for me, I was humiliated at the front desk and did not feel welcome in this hotel. I cancelled a lot of activities due to the fact I would be returning back to the hotel in the wee hours and was scared I would not be able to reached a live person at my bank to assist with this issue. It saddens me how I was treated by...