Hilton Garden Inn Frisco — Hotel in Frisco

First, let me just say that I stay in Hilton properties all over the U.S. and I can say confidently that this is one of the nicest properties I have had the pleasure of staying in throughout all the Hilton brands. Myself and 3 other members of my family just stayed at this property this past weekend for the Texas/OU football game. We love this area in Frisco for the variety of things to do and restaurant options, which is a win in itself given the challenges of staying down closer into Dallas. I highly recommend this area. The hotel is super convenient and easy to get to, modern, clean, cool, well organized and from where I sit, has some of the best staff working in all the different capacities, which leads me to my most significant comment... When I left our room, as we were checking out, I inadvertently left behind a YSL purse in our room that I had brought down, as directed by my wife, to give to my daughter for the weekend. Ended up not being needed and stayed in my room the entire time. Upon arriving back home I discovered this disastrous mistake recognizing the value of the purse, which for those who may own one will understand the value of these things. I immediately called the hotel and talked to the front desk and told them all the details of the mistake I had made. They took good notes and after a series of conversations with their housekeeping group I received a call the next morning telling me they had the purse and would ship it to me. This was on Monday after the weekend. The purse was shipped yesterday and I have it in my hot little hands this morning, Tuesday. WHEW!! Can't tell you how amazed I am about their professionalism and sense of urgency and how relieved I am about this. This type of response would not be guaranteed at very many other places but this amazing staff at the Hilton Garden Inn Frisco deserves a huge acknowledgement of gratitude and thanks having pulled my rear end way out of the fire. Without question, we will be staying with them again in the future and most certainly next year for Texas/OU weekend!! My most sincere thanks to everyone at this hotel who helped resolve this colossal mistake on my...

I was extremely disappointed with my recent stay at this Hilton hotel—and not because of the rooms or amenities, but because of the front desk staff and, more specifically, the manager, Kerri. From the very beginning, the front desk was cold, rude, and dismissive. I had called TWICE before check-out to confirm that my room was in good standing and that there wouldn’t be any issues. Despite this, the manager, who I believe was Kerri, told me to "just call back" and didn’t offer any real help. Then, when I was checking out, my husband's card on file declined and instead of handling the matter professionally, Kerri was extremely rude and condescending. It felt like I was being judged and talked down to over something that could’ve been resolved respectfully.

I also asked about a late check-out, considering I had spent nearly $2,000 during my stay—and was told flat-out “no.” No compassion, no flexibility, just a dismissive attitude. For that kind of money, I expected better treatment—not to feel like a burden. Honestly, with the way I was treated, I wish I could get every cent of it back.

The front desk is chaotic and rude, and I believe it's due to a serious lack of leadership and way too many untrained, unprofessional women trying to run the show. It's like no one knows who’s in charge—and it shows. Hilton, if you're reading this: replace your front desk with robots. They’d probably have more consistency, patience, and courtesy than the people currently working there.

On a positive note, the maintenance guy—who also takes care of the pool—was extremely kind and professional. The server Jose, who I learned works two jobs to support his family, went above and beyond with his service and positive attitude. Everyone in the kitchen and housekeeping was lovely as well. It’s sad that the people behind the scenes—the ones who probably get paid the least—are the ones who actually made guests feel welcome.

This could’ve been a great stay, but the rudeness and lack of hospitality from the front desk ruined it for me. Hilton should seriously consider who they’re putting in charge of guest experiences, because I’ll think twice before ever...

Pleasantly surprised. Given the price point compared to other hotels in the area, I had low expectations.. The space is sunny, bright and clean. Upon arrival, the staff was super friendly. Dinner at the restaurant that evening was great. Room was clean and larger than expected. Everything went great until the morning after my stay.

I have removed two stars because of the terrible service I received from the on-site manager, Zehra, the next morning. I arrived at the front desk at 7:30 AM, and mentioned I’d asked for a ride service the evening before. I was told this could be booked immediately and it would take about five minutes for the driver to arrive. It looks like a mistake was made and 15 minutes later, at 7:45 AM, the ride still had not been booked. I had a conversation with the front desk employee and she was able to finally book the ride. At this point, I was running late and getting concerned. I had no other choice but to wait for the ride, which I did. However unfortunately, a few minutes later, I received a text that my ride was canceled.

I spoke with Zehra, and let her know that I would need to book my own ride since the Lyft was cancelled, because I was running so late and it didn’t seem like there was a smooth process in place. I also let her know I was going to miss having breakfast before my meeting because I was running late. I asked if I could have a piece of toast or something really basic to quickly grab from the breakfast bar. She indicated I couldn’t do so without paying which I thought was unreasonable given the circumstances. Zehra also accused me of canceling the Lyft ride, which I found pretty outrageous. First of all as I wasn’t the one who scheduled I wouldn’t be able to do that. Second, why would I do such a thing. It was outrageous to be put in that situation.

Even after things settled in, she continued to dig in wanting to blame me for the incident. I was very put off by the poor service and unfortunately it affected my morning meeting.

Overall, I could see how the Holiday Inn Frisco could be a good option. Unfortunately however, I had a...