Embassy Suites by Hilton Dallas DFW Airport South — Hotel in Irving

Prior to arrival, I used the app the choose our 2 rooms and check us in, as this is a “perk” option that is often available when being a HH member. One room was ready once we arrived, while one was not. We were traveling with family and I had specifically chosen two rooms close together, since this was an available option. I stopped by the front desk once we arrived to check on the status of the second room and a possible time we may be able to get in. (It was already after 5pm) I was told it was not ready yet, but it would be soon. I verified that it would be the same room I had chosen on the app, and the gentleman at the desk assured me it would be. He then said he would call housekeeping to check the status, and when it was ready, I would be alerted on the app, just like the first room. About 20 minutes later, we were up in the first room and got a notification that not only were we not getting the second room we had chosen, we weren’t even getting one on the same floor. I called down to the desk to get some clarity on this, since just 20 minutes prior, there was no issue. The front desk agent explains to me (mind you, the same guy who told me I’d be getting the original room…) that someone else had requested that room after I did, so they went ahead and removed the room from my account and let someone else check in to that specific room. This was clearly already done by the time I had stopped by the front desk initially, so why was I lied to? After a few minutes of back and forth and being placed on hold a time or two, we were able to at least get a second room on the same floor. While it was not the original room type we had reserved, we went ahead and took it because it was the only option. Upon checkout, we were still charged for the original room, not the lesser-amount room we were actually given. We settled for a King, when we really needed to double Queen room, but figured we would just make it work with the bed in a bag. Open the bed in a bag, pillow only. We stopped by the restaurant later on to see if we could look at a menu, as we were swimming and figured dinner on property would be our best option. We waited around for several minutes and never saw a single person in the dining room part of the restaurant. The bartender and server in the bar were very present and attentive. We came back later on to actually sit down to eat, and again, waiting for close to 10 minutes without ever seeing anyone in the dining room. And there was a seated table in there! Not sure what kind of service was on display this night. We finally asked the bartender if a table our size with kids (3 adults, 4 kids) could sit in the bar area and she said yes. We received exceptional service from Luka. Before checking out the next morning, I went down to the desk to mainly address the room charge difference. I understand that things happen and issues are overlooked, so I was willing to let everything else go that we had experienced, but the financial side of it was non-negotiable in my opinion. It wasn’t a ton of money, but it was still my money, and not my mistake. There was not a front desk supervisor or manager on duty, but there was a F&B manager. I spoke to him and expressed my concerns, and he was very attentive. He stated he would absolutely talk to someone in front desk management and they would be in touch. Reagan, the agent, said they would give me 5,000 points, but I wouldn’t be credited any money. This might have all been fine, yet here we are, a week later, and I have yet to receive any kind of communication with someone from the hotel, zero credited points, and obviously no refund for the difference in room charges. I called again this morning, was told once again there was no supervisor or front desk manager on duty. The agent told me she could transfer me to their voicemail. I said that would be great, but were they actually going to call me back because they hadn’t yet. “Well they were really busy last week getting our new system under control and stuff…” was the response. Too busy to return a...

Worst hotel experience ever. My teenage daughter and I checked out after one night due to health and safety issues. We were told by the manager that the remaining nights would be refunded, but they have not been and despite leaving messages, the manager has yet to call me back. I filed a report with Hilton and they told me the best they can offer is 10k points, which wouldn't cover a night at this hotel. Here's a list of issues we encountered in the roughly 12 hours we were there:

The room key machine was not functional, so the hotel staff let people into rooms without checking their IDs to ensure that they belonged to the room. Our entire cheerleading gym—over 100 athletes under 18—stayed here.

Hotel staff opened our door to walk in to show the room to another family while we were in the room, without knocking, because they did not know it was occupied.

According to the app and all paperwork, I was checked in to room 211. I had a digital key for room 211. When checking in, we were told the AC “wasn’t as cold” in that room so they put us in 345 instead. None of the hotel correspondence showed this and the manager could not find a record of us being in the room when I spoke with her.

The closet and the entire floor along the back wall were covered in white mold. This caused respiratory problems for my daughter, which resolved soon after we left the hotel.

The room was just dirty overall. There were multiple stains on the wall (I didn’t photograph them all), and high-touch points like light switches were not cleaned and covered in dust and gunk. The bathroom had some brown stuff on the walls; I'm not sure I want to know what it was.

Curtains had multiple stains, cigarette burns, and the sheers had a large hole in the middle. Not a huge issue, but just another sign of lack of cleanliness and upkeep.

Sliding glass door was missing the safety latch and had a large crack in the glass.

Air conditioner would not get cold, hotel staff told us “yeah, it is warm” and offered fans and told us to sleep with the sliding glass door open.

No hot water. We were told another boiler was installed but the issue was not resolved.

I spoke to a manager (female, dark brown hair, glasses) about my concerns and she told me she could not do anything. She refused to give me her name. I explained that these are safety issues and she’s instructing men to enter rooms and to allow guests into rooms with IDs, our floor is covered in mold, my daughter is having respiratory issues. She told me she did not advise them to do that, nor did she say it was okay to check guests into rooms in this condition, the management company did. She said she is only there to feed her children. She told me that she could do nothing except give me the Hilton Advance Purchase number. I asked her to call with me standing there so she could validate my concerns to ensure the refund could be processed and she refused. She said she cannot call because she does not have my information. I called on speaker phone while standing at the front desk and the gentleman advised her that she (or another manager) would need to do it on their end and then explained the process to her. She continued to tell me it wasn’t her fault and she didn’t have the proper permissions to do anything, so she would have a manager call me as soon as they arrived on Friday. This was Friday around 9 AM, I have yet to receive a call back from the manager. I have left messages with no response.

These issues were not related to just our room, nearly every one in our group had similar issues and are running into the same problem with receiving refunds for services not received. I paid in advance for 4 nights and only stayed 1 night. Depsite the experience, I didn't request a refund for the night we stayed, only those we did not stay.

The manager assured me she checked us out of our room Friday morning. She did not. I still had an active digital key (for the wrong room) in the Hilton app and received an email Monday morning regarding...

I stayed here on 9/6-9/7/25 and made a booking error (wrong dates) through a third-party site and needed a simple email from the hotel to facilitate a refund so that I could rebook for the correct date. This straightforward request turned into nearly 2 hours of phone calls over 24 hours.

Service issues encountered: Multiple calls with conflicting information about manager availability Staff member transferred me to housekeeping when requesting management - particularly frustrating since the GM had already left for the day; she refused to pick up the phone when I called back multiple times Unreturned call from the GM, who I was told was the ONLY person who could perform this task When Guest Services tried to reach the hotel, staff appeared unavailable for 30+ minutes Final resolution only occurred when I visited in person at midnight

The resolution: The front desk agent Tonya (the same person I spoke to 24 hours prior) called her operations manager and sent the required email within minutes. When I mentioned she could have done this when I called the first time, she took no accountability and offered no explanation or apology for putting me through this unnecessary ordeal. She wouldn't even make eye contact during the entire 30+ minute rebooking process, which involved being put on hold with the third party. This was exactly what I had tried to avoid by calling immediately after booking - I realized my date error within minutes and attempted to fix it right away, only to be stonewalled for an entire day.

Throughout this whole process, the staff made me feel like I was the problem for making what was genuinely a simple, reasonable request. Instead of basic hospitality, I was treated as an irritation and made to feel like a burden for expecting standard customer service.

Room quality concerns: The room itself was dated with popcorn ceilings, worn furniture, and a stale odor throughout - well below expectations for a property under the Embassy Suites brand. Adding insult to injury, their website showed numerous upgraded suites sitting empty that could have been offered after putting me through this enormous headache, but they made no such gesture. They chose to leave better rooms vacant - wasting the exact currency needed to prevent this entirely avoidable one star review.

Breakfast disappointment: The complimentary breakfast was particularly underwhelming. The franchisee appears to have stripped most hot food options from what's typically a full buffet. Only the omelet station remained, with cold items like fruit placed in the former hot food warmers and motel-tier cold food items in the buffet station. This felt like the absolute bare minimum effort to maintain Embassy Suites' "complimentary breakfast" standards - by far the most low-effort buffet I've seen from this hotel chain.

Overall assessment: After spending 2 hours 39 minutes total on calls (1 hour 49 minutes with the hotel alone), this was resolved with a simple 2-minute phone call that could have happened immediately. I was genuinely surprised that my worst hotel experience would come from a premium brand like Embassy Suites. This felt like a sloppy, poorly managed operation simply flying under the Embassy Suites banner - a polar opposite experience from what I've come to expect from the brand.

At every other Embassy Suites I've stayed at, I've had a stellar experience. I don't know if this was an isolated incident or a rogue franchise owner cutting corners, but this felt like a sloppy, poorly managed operation simply flying under the Embassy Suites banner. The combination of deliberate customer service obstruction, worn-out 80's décor, and cost-cutting on amenities suggests a franchisee who is exploiting the brand name while failing to deliver the experience guests expect. Whether the service issues stem from a cascade of staff incompetence or deliberate obstruction, the end result is the same. This location is actively damaging the Embassy Suites reputation that I've...