Homewood Suites by Hilton Dallas-DFW Airport N-Grapevine — Hotel in Grapevine

Our stay was for March 30th, 2025-May 17th, 2025

First night, I cooked supper, the stove didn’t work. I called down, and I was offered to switch rooms with upgrade. Took 4 hours to move since we had all of our belongings waiting for our home to close.

In this room, the HVAC didn’t work. One night went below freezing, there was no heat. We called, they said they couldn’t fix it, we had to move. This took another 4 hours.

Room service came in while we were out. They let our cat out because they left the door open. When we told them, they blamed us because we didn’t report our cat. I said that was the first thing we did. We were even paying a pet fee. Jennifer called, she accused me of filing the pet paperwork and not handing it in. I told her that we were never given paperwork. She required me to go down to sign it. I did, I had never seen that paperwork before and I let her know. They gave me a pet sign for the door. They failed to do that at the beginning, and tried to blame it on me to avoid accountability.

In the new room, what I didn’t realize was that the faucet leaked into the cabinet. We reported it, they advised me that someone would be up to fix it. Maintenance came, and said they needed to replace the faucet, only to never return. Over a week later the faucet sprayed into the wall. I called down, and got the manager Jennifer. She put me on hold. After 10 minutes I hung up and called back. She did it again. The last time I called, she said is this 206? I said yes, she said I’ll call you back. After an hour I called back. She was annoyed at me calling but I told her what happened, that no one came and now the cabinet smells like mold. They finally fixed it.

Room service refuses to come in our room. When questioned, Jennifer blamed it on having a do not disturb sign on the door. After they lost our cat, Jennifer told us to put the DND sign on the door and call down when we needed service. I had taken it down prior to that accusation thinking that might be why they weren’t coming in. The day she accused me of that, it actually wasn’t on the door, and hadn’t been up to today (weeks later) and no one would come in.

The windows in the room wouldn’t seal, and you can see the outside. This caused our room to be infested with bugs. We had large red ants climbing all over the room daily. My daughter killed countless spiders on her bed. There were so many spiders that each of us experienced them falling down from the ceiling onto us. The day after they fixed the faucet, our fridge went, and we lost all of our food to spoilage.

When the fridge broke, they tried to get us to move and we said we couldn’t physically handle it. We’re not young and I have a back injury from my time in the military. They switched the fridge.

Two days ago, our disposal broke and water from the sink leaked all over the kitchen floor. It was after hours, we had no sink until the morning. Then today, our freezer broke and all the food had thawed.

I had called corporate on a few occasions because nothing was getting done. Today, I called about the freezer when they didn’t send someone up. They called the hotel, and Jennifer informed them they were canceling our booking, and we were to vacate the property. Said we had until 11. At 1:55, they said we had until 2:00 to leave. We called the police to find out what our rights were only to be informed that they were already on their way because Jennifer called them to have us arrested. The police told them they needed to give us time to move, and at 4:00 she sent her supervisor up to tell us that 4:00 was enough time and not to forget that we were trespassed and she was going to have us arrested. I told them we were packing, and trying to get out as fast as possible. I called the police to let them know and they advised me that as long as we were moving out we couldn’t be arrested. While I was on the phone with her, she told me Jennifer was calling to have us arrested but that Jennifer didn’t know how the law worked so she would tell her and that they needed to leave us alone. DO...

Homewoods Suites by Hilton is a franchise and the hotel is not the worst, but not the best, that I have stayed in this particular area. Location is fairly close (10 to 15 minutes) to DFW airport and is literally across the street from the Grapevine Mills mall, so plenty of things to do around the area. Quick access to a number of nearby restaurants, just a few blocks away from the freeway so convenient but not too loud either. Hotel has workout room, pool, nice breakfast each morning (eggs, meat of some sort, fruit, cereal options, juice, yogurt, coffee, etc.). Staff were great, rooms were clean but had some maintenance issues (falling plaster from ceiling and discolored drywall celing and upper wall section about 8' long from a prior bathroom water leak from the room on the next foor up), and apparently a crippling effect where no one is able, willing or perhaps allowed? to clean and vacuum hallway carpet. The hallways were a red flag out of the gate, Inalmost turned around as the stains, dirt, trash, lint, etc. were testament that it had been months since they were shampooed or even vacuumed. I noticed a 5 inch strip of scotch tape on the carpet just in front of my room door, each time I left and returned "Tommy the hallway tape" greeted me. He was sometimes folded over in agony, or stretched out again based on the hallway traffic and I was hoping he would move on in life and leave the hallway, but he literally just stuck around. The seond night I was there the fire alarm went off at nearly 2am, Tommy the tape was still layimg innthe hallway, unaffected by the noise and disruption while everyone shuffled outside, half asleep and slightly irritated and alarmed at the same time. Maintenance workers were fixing fire alarms in the hallways over the next few days, houskeeping wheeled up.and down the halls to provide clean linens, but the lint, dirt, trash and Tommy the tape were left unnoticed in the hallway the entire time. The room was clean, linens were clean, TV partially worked (would lock up with 2 apps, live TV mostly worked) and kitchenette was convenient as the 1 bed studio felt like a basic apartment. There was a patio in the back with significant tree shedding on surfaces, again, probably leaf blower was absent or prohibited from being used but otherwise pleasant atmosphere. Windows were dirty but I didnt spend much time staring outside, so again, not a big deal. I value safety abd clean linens over unkept grounds dirty windows, and flithy hallways. Staff were pleasant and kind, so 5 stars there. Not the typical Hilton experience and I expected it to be a little cleaner and better maintained for $200/night. The area is nice, better than staying downtown, much safer and with mall nearby I saw police...

Just spent 5 days at the Homewood Suites Grapevine for a work trip. I should have believed all of the negative reviews so shame on me. Checked in and my room was freezing. The thermostat wasn’t working and blinking red. No maintenance was on site so my room was switched. Next morning no hot water in my shower. Thought it was a one off but the next day the shower was freezing ice cold. Was there with 4 associates who also had freezing cold showers. Turns out the hotel didn’t have hot water. Front staff wasn’t aware of any maintenance. Got back in the evening asked the front desk staff Danielle if the hot water was fixed and was responded with an eye rolling yes. No apology, no explanation just a short yes like she was annoyed I asked. I asked if she knew what happened and she replied no, again very short and annoyed. Explained the 2 days back to back of cold showers and she didn’t seem to care. She was outright rude. Ended up sending a complaint to Hilton’s customer service, provided my work number to speak to speak to someone since I wouldn’t see a manager as they only work 9-5 and received an automated email. Next morning I also had a cold shower. So 3 days in a row of no hot water. Finally when we got back to the hotel Wednesday night I had a hot shower.

Room cleaning happens every other day which is fine, however on day 2 my bed wasn’t made. Only the garbage emptied and towels refreshed. The second cleaning was done well.

Since we were there for work and had to leave by 5:45am I asked if we could grab a bagel or muffin or anything available before the 6am or if they had anything prepared to-go for breakfast and was told no. On our way out one day my team saw the food out early so they went to grab food 5 mins before 6 and was told they had to wait till 6 by the food staff. Ended up going to work late the rest of the week to accommodate them being able to have breakfast. The breakfast is nothing special, very basic.

The only helpful person there was the overnight clerk. She was great. It wasn’t until checkout that I happened to get the Director of Operations. He actually took the time to listen and hear my concerns which I appreciate. But the damage is done. Terrible hotel. Believe all of the bad reviews they are true! We spent over $6K CAD for 4 rooms and had a terrible experience. You definitely need to work on your customer experience.

If you’re looking for somewhere better, stay at the Hyatt next door. We’re in Dallas often for work trips and it’s worth it to pay a few dollars more for a...