Hilton Garden Inn Las Colinas — Hotel in Irving

Worst experience ever. There is so much to say here but I'm going to try to keep it brief. For starters, I booked 2 rooms and paid in full at checkout. About 2 weeks later I was charged for both rooms again so pretty much billed twice. I contacted the hotel and everyone I spoke too tried to gaslight me and were so rude. Especially one of the females I had to deal with. They all kept telling me that its normal and it will drop off once I check in. I kept telling them no it doesn't seem right to be charged for the trip twice and its not like its the incidental fee but they kept insisting and refusing to help me until I filed a complaint with BBB. After that someone reached out to me from Executive Customer Relations and apologized to me and explained that I was double billed due to a new employee charging me again as an error. The most frustrating thing about that whole thing was everyone at the hotel trying to cover it up and make me seem like I'm crazy. They also gave false names when answering the phone because then I asked to speak to Paul again I was told no one by that name works there.

The day of check-in we get to the rooms (i'm traveling with my parents) and the toilets look like they are toilets in a preschool classroom. My parents have arthritis and its hard for my mom to go that low. I went to the front desk to see if they had any accessible rooms and they told me they don't have those here. I told them that is weird because all hotels have to have accessible rooms in order to be ADA compliant. She then said they did have 1 room but the toilet will be lower to the ground than the one in the rooms we checked into which didn't make sense to me? Hilton, why do you guys have such low seated toilets and why are you not ADA compliant? If you are then your staff at this location are liars

I also got stuck in the elevator for 20 min. The call button didn't work so I had to call my mom and ask her to contact the front desk to let them know but they were rude to her in this situation as well which really pissed me off. The elevator kept bouncing and would not move up to the third floor. I tried pressing the open button but nothing happened. I kept pressing the 3rd floor button since that's where I needed to be but nothing but shaking. so I tried the second floor and still nothing. I realized I'm still on the first floor and since the open button wasn't working maybe If I press the 1 it will open. After my 3rd time pressing it, it finally opened so I took the stairs after that.

One night I went downstairs to grab some cold drinks because I was really thirsty and the guy at the desk had me waiting for about 5 min before he acknowledged me. Then he said I have to charge them to my room (not even giving me the choice to pay with my card). I was too tired to object so I said okay and he asked my room number and I told him and he charged my room. I realized he never verified if that was my room. Literally anyone could have given my room number and charge anything to it because they apparently don't check whose name is associated with it.

Lastly, housekeeping gave us new towels and trash bags but never cleaned the room once during the stay. We were gone often so they had ample time to do so but never did. This didn't really bother me I just found it odd.

Ultimately this was a horrible stay. The staff was always so nasty, rude, and had attitudes with me and the experience was beyond horrible for us. I was going to just get a new hotel but my parents were exhausted so we toughed it out. We were there for my commencement ceremony so it was only a few days.

I travel a ton and have always enjoyed staying at the Hilton but this put such a bad taste in my mouth I will never stay at...

Hire better employees that can actually provide good customer services with less attitude.

Today, September 5, 2024, around 7:30 PM. After a very long day of work, with another similar day ahead and a long journey home, I returned to the hotel and ordered food from DoorDash, requesting the driver to drop it off at my door. The driver called to inform me that he was not allowed to enter the hotel, to which I responded, "Okay, please drop it off on the table," as I was walking out the door. I am staying in room 128 on the first floor. However, by the time I reached the table, the food was gone.

I approached the front desk to inquire about the situation. One of the employees, who identified herself as Kia, pretended not to hear me. She was swatting at the desk, acting as if there was no guest asking her a question, with her AirPods in her ears. The other lady at the desk informed me that another guest had picked up the food from the table. She attempted to call that guest to ask if they had mistakenly taken my food, but the guest did not answer. She then asked Kia about the situation. Despite being right in front of me, Kia continued to pretend that I wasn't speaking to her and rudely replied to the other lady, "That's not our problem; she can contact DoorDash and ask for a refund," before going back to pretending I wasn't there.

At this point, I asked why DoorDash should be responsible if the driver dropped the order where he was instructed. Kia, with a very poor attitude, looked at me and said that her job was not to watch out for my food but to guarantee safety, which is why Dashers are not allowed inside. While I may not necessarily agree with the policy, I understand and respect it. Yes, I can contact DoorDash and ask for a refund, but let me emphasize that the way Kia behaved was extremely rude, not only towards me as a guest but also in front of the other guests who were listening and her coworker, who was actually trying to do the right thing.

My disappointment is not about the money or the food. My disappointment stems from the poor treatment and lack of consideration from this employee, who is clearly not willing, trained, or deserving of interacting with customers. I proceeded to ask for her name, and once again, she pretended not to hear me. I then went directly in front of the counter and said, "Okay, I can read your name from your name tag," to which she finally looked at me and said she didn’t have one. I don’t know if she is senior to everyone else, but she was the only employee not wearing a name tag. She finally told me her name was Kia, rolling her eyes at me in a very rude way, making facial expressions, and head movements. When I mentioned that I would be writing a review with her name, she told me to go ahead, that she didn’t care, and went back to looking at her computer as if nothing had happened, as if she was right and I was wrong as a frequent guest.

This was very...

Hilton Garden Inn Las Colinas - General Manager CATHY HOOPER Who refused to take my calls and despite being told is in her office I get directed to voicemail.

Do not trust this hotel, they are dismissive, they do not care to help you, and they will get away with scamming you and not making things right and im not the only one with a similar review! BEWARE of Hidden Charges & Dishonest Practices

I would not recommend this location to anyone. Especially if you’re a pet owner or planning to use Hilton Honors rewards. This hotel overcharged me for additional pet fees that were never disclosed at booking, and when I brought it up, the staff offered zero resolution and acted like it was normal until a month later and still decided to charge me the over charged pet fee instead of the fee mentioned at the time of booking.

On top of that, despite my reservation saying “breakfast included,” they refused to honor it for all guests. They claim only one guests was on the reservation but there was a second guest on the reservation who they claim is not included in the booking because of an error. They also don’t accept or apply Hilton Honors rewards cash or perks properly on-site! And didn’t add the full rewards or breakfast money to the entire stay only part of the stay. The staff is rude and not trained or just doesn’t care. It feels like they look for ways to nickel and dime guests and hope you won’t notice.

I’ve stayed at many Hilton properties, and this one is easily the most disappointing. Feels like a scam operation running under the Hilton name. Do yourself a favor and book elsewhere. Don’t throw your money away, there are better hotels in the area!

UPDATE to your response: Please view the attached screenshot from the Assistant General Manager you claim to not have… Your response is disappointing, especially considering the lack of accountability I experienced when attempting to reach hotel management. I have received corrections, thank you, but nothing in my review is false or exaggerated. It is what I believe to be an honest review. If you view it slanderous or not fact still stands that I was treated disrespectfully by hotel staff and it took begging and constant calling and pleading to even get a response from you all. I will not let you call me a liar and it is disappointing that your are still attempting to gaslight me by claiming someone at your hotel does not exist. Have the day you...