Embassy Suites by Hilton Grapevine DFW Airport North — Hotel in Grapevine

While the facility was nice, the service I experienced at this Embassy Suites was poor. For example, our stay was for 11 days but hotel staff did not collect the trash or perform room cleaning for the first five days (no one at check-in said anything about not servicing the rooms). Hotel staff did not replace the soap in the bathroom without us calling the front desk. It was not clear to me that the hotel management realized that by not proactively replacing basics like soap, they cause customers to be caught soap-less in the middle of showers, creating obvious problems and delays. There was even trash piled up in the ice-machine/linen-closet room for the first half of our stay, again poor service. As a diamond member, the receptionist did not even offer the normal water/snack at check-in and was not very friendly.

We did laundry during our stay and the laundry machine took our money without working. When I went to the front desk to request change so that I could try a different machine, the staff informed me that they were completely cashless. So, there was no help from hotel staff for using the hotel’s cash-only facility. It is not acceptable for a US hotel to refuse to deal in physical US currency. One would expect hotel management to think more proactively before adopting such policies. Even though I informed hotel staff that the laundry machine I used was broken, they did not appear to take action to label it as “out-of-service”, so other customers will likely have the same problem.

The HVAC unit was also very loud in our room. On my first day, the hotel sent me a text message asking how everything is so far, signed by “Melissa”. I texted back that there is a noise problem with the HVAC in our room, asking for it to be fixed or to get another room, yet I never received a response. I’m not sure why the hotel thinks it is appropriate to spam my phone, yet they do not respond to the answer that they requested.

Parking was also frustrating. Instead of providing an integrated parking system, they required customers to enter into contractual arrangements with a third party utilizing the customer's personal device (at least in my case). The reservation amenities simply states “Self parking - $20 / night” which sounds like a seamless service provided by the hotel, but this was not my experience.

While the pool was nice, it was closed for cleaning on the first day that we tried to use it. Someone else trying to utilize the pool said that this had been a problem for several days. I would expect hotel management to schedule this type of work during night hours when the pool is closed, not during normal operating hours.

Even once checked out, my billing was not as expected and getting a person on the phone to resolve the issues was problematic and is on-going. Overall, my experience was that the facility was generally nice, but that the management was poor and the service was below expectations. Breakfast was the only high point which keep this review at a 2 star rather than a 1 star.

Follow-up from the owner response: It is very telling that the hotel General Manager responded to this public post with great efficiency, yet I still have not received a response to my billing inquiry from 5 hours ago, nor any resolution for the problems...

Update :: upon leaving the hotel around 7am I noticed my window of my truck was busted out, the truck next to me busted out, then looked around and saw 2 here 3 there…, after walking back to speak to front desk I saw over 35 vehicles with busted out windows. Front desk stated they have no security cameras on their parking lot or anywhere out front. Appears both lots got hit with over 50 vehicles broken into. No assistance from staff , peoples belongings tossed across the parking lot and hotel didn’t seem the least bit concerned about this:

Checked in a little after 4 pm and had to wait because our “penthouse suite” wasn’t ready even though check-in starts at 4. My family was tired and sick and just wanted to rest. When we finally got in to our … uhummmm .. over $700 a night, “ Penthouse” suite ……. All I can say is … what a joke. The room looked like it had been under never ending repair projects that always started but were never finished. Patches and I mean huge patches of ceilings and walls with drywall repairs never finished, and other years of neglect. Both A/C units were already set to 62 but the room was still hotter than a Houston bus stop in August. No airflow in the hallways or bathrooms. If you sit on the bed in the master bedroom you might get a quick puff of cool air but move an inch and it’s gone. The bathroom door doesn’t lock because it isn’t aligned., the toilet paper on the roll holder … literally had its final two squares on it. The second bathroom had towels laid across the toilet lid and lid was half way on the bowl and no toilet paper anywhere in the bathroom , not on the holder, counter … nada! The piece of laminated wood with 4 thin legs mounted around the sink was the only storage device in the room so I’m sure the designer was trying to be chic about the minimalist design utilizing the toilet for storage. The coffee area looked just like the last guest used it with the exception of what I hope we’re two unused cups placed by it by house cleaning. The mini fridge was clean but liquid and other things were on the base of the cabinet dripping out. I tried a few times after arriving to contact front desk to no avail. At 2:45 am I woke up thinking I fell asleep on a fishing boat in a louisiana bayou and called the front desk to ask if all their suites were all this bad and that there is no way this room should have ever been provided to any guest , inmates in the local county jail have cleaner sleeping arrangements . I suggested the manager try staying in this room for one night. I asked if the person on the phone could explain to me any of this and what could be done and no response .. just silence until I asked 2 times “ did you hang up on me” “ is anyone there” I was told “bro, I’m listening to you bro” more than once, even after I asked to speak to a manager at least four times. The call got nowhere … so I tried calling hhonors for assistance and of course they are not available until 6am. For over $700 a night this was beyond disappointing. I’ve stayed at $49 motels when I was younger working on the road that were cleaner, cooler, and more comfortable than this so-called...

We stayed in two separate rooms during our week in Dallas as we were with friends for a couple of days in the middle. The first room was okay, nothing to brag or write home about. The beds are too small for two adults. They're advertised as if they are large enough for two adults, but they are quite small. They are not the most comfortable beds in the world either.

My biggest complaint on our first day was that we had to pay for parking when the website that I booked it on, not embassy suites, made it sound like parking was free. I felt like we were already paying a premium to stay in this hotel versus others that offered the same amenities. And $20 a night is quite a bit for us.

The second stay was for three nights, and I now knew about the terrible parking costs, but what was really irritating was that I couldn't find parking. It is an enormous parking lot and I drove around for 20 minutes, up and down every aisle, looking for a spot. Spot was taken up. I was hoping somebody would leave. But y'all let airport park and fly people take up spots that hotel guests should be able to park in. Anything for a buck, right?

Additionally, it was a mad house and I felt like we were second-rate citizens. Our second stay as you had the truck rodeo going on and they got all of the attention.

The front desk hotel staff are honestly rude. Nothing like like Hilton hotel I recently stayed at in Chicago. They were as nice as can be.

The biggest annoyance to me was there's a lot of talk and not a lot of action. Broken phones in the room, dirty, nasty refrigerator. Was in our upgraded PURE room. We found leftover food scum in the refrigerator that we cleaned up and someone's hair. The counters were obviously not wiped down as there were food crumbs from the previous person. It was all quite disgusting. And this came with extra cost! Our second stay was nearly $100 a night more expensive!

I think during our two stays, our room was made up one time. Also, we arrived at the second stay, and there was no hand soap in the bathroom. Things like that and the dirty refrigerator in the dirty counters confirmed that our room was probably never made after the previous tenant. That's just disgusting.

If I could do it all over, I would definitely not stay at this hotel. I would find...