Hilton DFW Lakes Executive Conference Center — Hotel in Grapevine

I hesitated to leave this review because management has already reached out to me, but this experience was so bad that I decided to leave this regardless. The "business center" which is a computer in the coffee shop was closed and I needed papers for work. My first night I went to the front desk to ask about the center, the woman informed me that it was closed and come back in the morning. I go back before work and the computer doesn't work. So I go back to the desk and the same woman offered for me to email her my documents and she'd print for me as she did. The next day, I again needed papers printed for work. I go to the computer and see it's still not working so I go to the desk again and there's a line of maybe 4 guests in front of me. I wait patiently for my turn. Todd is there. I ask him to print these 2 sheets of paper for me. He immediately says it would take him a while to get into his email and that he has a line of people behind me. I kindly stated that I understand there’s a line behind me but there also was a line in front of me and I waited so they can wait too. He again said it would take a while to get into his email. I kindly questioned him because in 2021, logging into an email account doesn’t take more than a couple of clicks. He again pointed to the line of people behind me and said he’ll “get to it when he gets to it.” I again said that is unacceptable and that I waited for him to serve other guests and it’s my turn. I wouldn’t be making this request if the computer that is supposed to be operable actually worked. He became irate and yelled at me “Ok. I don’t have to do anything for you. I could tell you that I’m not doing it.” Still yelling, he started pointing and yelling for me to get away from him and called to the loss prevention officer to “get him away from me.” This all happened in the lobby with other guests witnessing this whole interaction. So embarrassing and humiliating. When I mentioned this to my coworker, they told me they also witnessed Todd be rude and unprofessional with 2 other guests prior to this even happening. I would be surprised to find that this is an isolated day for him. He was way to comfortable being so rude. Management, as I stated, I’m still looking forward to a written apology directly from him in my email inbox especially if he will continue to be employed at your hotel and I expect a follow...

I gave an extra star because of George the concierge supervisor and Loraine the customer service rep who remedied my points issue.

Let me set the scene - Fancy hotel. We were staying at this hotel because of a work event. New girl at check-in desk with no vacancies and little to no help.

We arrived at the hotel at 4:04pm. Check-in is at 4pm. We were told they didn't have rooms ready and were asked to leave a mobile number to text us when the room was ready and was told it shouldn't be long. We sat directly across from the check-in desk and watched person after person being told the same thing. Forty-five minutes later I asked the clerk how many people were ahead of me to get a room and she said about TEN! At that time another gentleman emerged from the back office and asked what was going on....I explained that we were attending a business function and needed our room. He expedited my check-in.

The bathroom had hairs on the toilet, tub and shower curtain.

I called the front desk and they offered to have housekeeping come back up and I told them no because we were in a hurry to get ready for our event. They did offer to give me bonus points on my Hilton Honors card. (which they did)

Before we left and when we came back from the event I was standing in the lobby waiting for my boyfriend to park and come inside the hotel. I struck up a conversation with GEORGE the concierge supervisor. He was the only bright light of the stay. He had offered to help me with the bags when we arrived and when we returned I told him about the bathroom and the wait and he was so apologetic and concerned. He even passed the information to his manager.

Days later...I'm checking my Hilton Honors to make sure I received the bonus points, which I did. However I did not receive points for the stay itself. I called customer service and was told that the room was prepaid and they couldn't award points. I explained that our company paid for the room, but we were going to receive a pay check deduction - which means we paid for room. I was told they couldn't award points because the bill was zero.

A few days later I called again and spoke to Loraine who happily looked up the rate and added the points...

Not very hospitable for a 4 star hotel in the South. I arrived in the evening and when checking in I wasn’t given any information at all about the amenities. Nothing about the restaurants, food, shuttles or services. Nothing. Not only that by the time I got up to my room the lady who checked me in called back to say she forgot to take my credit card for incidentals and needed me to come back downstairs. Very annoying. The only two good things about this place was the older waitress at the Vineyard buffet and maintenance. The only time I felt warmth from anyone was when she was serving me and she took very good care and was attentive. Maintenance was prompt with fixing the tv (disconnected for some reason) and unclogging the toilet (that was stopped up before my arrival). As a woman solo traveler I didn’t feel 100% safe with the privacy reinforcement lock they had. It wasn’t the regular swinging bar that most places have it was a short latch that wasn’t installed very well. How do I know? Well usually if you try and open the door normally the lock would stop you. This one did not and one morning I forgot the latch was switched and instead of stopping the door it pushed back the latch and opened fully. So if someone used just a moderate amount of force there would be no issue at all opening the door even with the “security” lock. I also noticed the frame of the door that it was attached to allowed for entry as well because it bent as the door was forced open. So ladies if you stay here by yourself please get one of those extra door stoppers they sell at Amazon. Lastly, one morning I forgot to put my privacy tag on the door and while it was nice for room keeping to tidy up, as a result one of my clothing items seemed to have been picked up along with their linen. It was only a pair of leggings but super annoying because I looked everywhere for it and planned on wearing that to the airport back home.

Long review. I’m sorry but just have to add my opinions about my stay here. I really don’t think I would return if I was back...