Homewood Suites by Hilton Dallas-Irving-Las Colinas — Hotel in Irving

If there was a zero star I’d use it. I reserved a two queen suite with a fireplace, kitchen, living room a couple weeks in advance and got a closet with two full beds, no chair, no desk, no fridge, etc. Checked in shortly after 3pm so should have had no issues with the room I reserved (I would have been first in line). Instead, I got an add-on room. Tried to log in to internet by using my name and room number (like you do at EVERY Hilton hotel) and it didn’t allow it so went to call the front desk but the room phone didn’t work (what a surprise) so tried to call from the Hilton app but found my reservation had been CANCELLED and there was no record of my stay. Googled the number and called to tell them 1. My room was not what I reserved. 2. I couldn’t get on the internet. 3. They had cancelled my reservation and I wasn’t getting my Hilton points or credit for my nights stayed. They told me that they were full (didn’t bother to tell me that when I checked in) and that my room didn’t really exist “on the books”. Internet didn’t work because Hilton didn’t recognize the room number (252). But they would be sure I got credit for my nights stayed and my Hilton points. When I expressed surprise they offered to give me a lower room rate (wait, shouldn’t that have been offered at check in?!).

I travel for business so I frequently work from the room. I had to sit on the edge of the bed and use the ironing board raise half way as a desk (remember, not even a chair or desk). After the second night, I had an early AM flight but couldn’t check out with the app because, again, the front desk CANCELED my reservation. Instead of heading to the airport I got the privilege of hanging out in the lobby trying to get a receipt at 5AM. Glad I did though, since there was NO RECORD OF MY STAY with Hilton. But, I had a paper receipt which came in handy later.

Called the Hilton 800 number today when I received neither credit for my nights stayed nor any Hilton points as the hotel promised I would. The person that took my call was great, putting me on hold a couple of times to get to the bottom of it. I’m the end, she gave me 10x’s my points but absolutely couldn’t give credit for the two nights I stayed (I can’t figure that out). She said what they put me in was an add on room to a suite for large groups. There were a bunch of softball teams coming in for a tournament and they were protecting their rooms. WTH?! I wasn’t going to extend my stay! Total BS. Fortunately, I have choices (Marriott/Bonvoy). I WON’T be choosing this scam again. If I end up being a night or two short of the next level of status with Hilton, I’ll be...

Title: A Disastrous Stay at Home Wood Suites: A Nightmare for Diamond Hilton Members

Our recent stay at Home Wood Suites was not just disappointing; it was a complete nightmare—a shocking experience especially considering my husband and I are Diamond Hilton Members. We have stayed at numerous Hilton properties over the years, but never have we encountered such a profound level of neglect and disregard for guest comfort and privacy.

The initial interaction with the front desk was the sole positive note in an otherwise distressing experience. The pleasant and helpful associate who checked us in could not foresee the chaos that would ensue. Upon discovering that our so-called "private" two-room king suite was to be shared with strangers due to overbooking, we were flabbergasted. The adjoining doors between our rooms did not lock, compromising our security and privacy in a way that was both unacceptable and alarming.

When we voiced our concerns to the front desk, hoping for a solution, we were met with a stark reality: there were no available rooms. The offer of a refund felt like a slap in the face, a meager attempt to brush off a grave oversight that put guests in an incredibly awkward and uncomfortable position.

Our quest for alternative accommodations proved fruitless, leaving us no choice but to barricade ourselves in our shared suite, a decision that speaks volumes of the severity of our predicament. The following day, the manager's indifference and lack of empathy only added to our frustration. His failure to understand the basic security of his property and his dismissive attitude towards our legitimate concerns were appalling.

As Diamond Hilton Members, we are accustomed to a certain standard of hospitality and service, expectations that Home Wood Suites failed to meet on every level. The suite itself, outdated and poorly maintained, was the least of our worries compared to the egregious breach of privacy and security we were subjected to.

This experience has left us questioning our loyalty to a brand that would allow such a lapse in guest service and safety. We urge Hilton to address these issues at Home Wood Suites to prevent other guests from enduring a similar ordeal. It is an understatement to say we are deeply disappointed; we are genuinely shocked and dismayed by this experience. To potential guests, our advice is to look elsewhere for accommodation where your privacy, security, and loyalty are valued...

A family member finally convinced me to create a Hilton Honors account since I’ve used their hotels multiple times so I did. My first time staying at this location and the room I booked was for 2 beds but the room I got only had one. I ended up staying in the one bed room since they did not have any 2 bed rooms available but the room I was in did not have a mattress on the pull out bed so I was moved to another room that had the same issue. Then I was finally moved into a room that had a mattress on the pull out bed. The young lady that was there helping me check in apologized and even gave me a few snacks for my kids and documented everything and told me I would have to speak with a manager about the issue. The next day I came back but the manager was not there. On my last day there I was finally able to talk to someone by the name of Roberto Garcia who is supposed to be the operations manager. As I’m talking to him about my experience he cuts me off and ask for my confirmation number and as im looking for it I continue to explain to him the situation and he cuts me off again while im talking. I then ask him can you stop cutting me off while im talking. I give him the confirmation number and continue talking he then cuts me off for a 3rd time and says you booked the cheapest room and we gave you a room with a bigger bed which cost more as if I should be grateful that I was given the room and just shut up. I tell him again I don’t care about the size of the bed I booked a room with 2 beds and this is the 3rd room I’ve been in and he just says well we upgraded you to a room with a bigger bed. I then ask what time is checkout to which he replies its at 12 and if you check out late you will be charged. The only reason Im giving a 2 star instead of a 1 is because of the other 2 employees who where kind and understanding of the situation also because of the GM reaching out to me. Roberto Garcia should not have any contact with customers nor should he be in a management position and he is the reason for this low rating. I forgot to mention when I made it to my room I called the front desk several times while he was there and never received an answer or call back. After trying a few times I decided to record me calling the front desk just to show they type of person thats in a...