Hilton Garden Inn Dallas Lewisville — Hotel in Lewisville

I attended the Queens of the Nile Event last weekend, October 20th with my sister. My visit at the hotel was pleasant until I went to the bar to grab a drink. My sister accompanied me to the bar and to my surprise there was only one person in front of us. While waiting in line, two of our friends joined us and we continued to await to be served. The bartender by the name of Matilda was the one serving alone at the bar. Our turn finally approached and the two friends of ours proceeded in ordering their drinks. Everything went well and they were served. When my turn came, my sister requested her preferred drink(Jack daniels with coke, no ice). Immediately Matilda requested to check her I’d and my sister provided her with the Id. Matilda rudely asserted” this picture does not look like you, I don’t feel comfortable with this picture” and proceeded to assist the gentleman behind us. Bedazzled, my sister politely told her that the ID picture was her and she even has her debit card to verify her name address and etc... as depicted in her DL. Matilda ignored us and continued to inquire what the gentleman behind us would like to order instead. Troubled by her demeanor towards us, the white gentleman politely asked Matilda to finish processing our order for he was behind us. And again Matilda asserted” I don’t feel comfortable with her ID picture without even looking at it again. Coincidentally the supervisor on duty approached the bar and my sister alerted of what we were enduring. The lady supervisor, I can’t recall her name, politely asked my sister for the If and glanced at it herself and confirm the I’d picture resembled my sister. Immediately Matilda blurted” its standard policy to check id” insinuating that my sister had refused to show her the aid hence the commotion. She went on to say maybe I need glasses and proceeded to attempt to make my sisters drink. Never did Matilda apologize at any point and continued to be unprofessional. She poured a shot of jack daniels with ice and handed it to my sister. Immediately we corrected Matilda by alarming her that that wasn’t what my sister ordered. Matilda rudely stated she cannot serve alcohol without ice. Again, me and my sister politely alarmed her that she just wanted jack daniels mixed with coke, but no ice(she orders this drinks at other pubs all the time and has never encountered such problems). Matilda then responded I’m closing soon I won’t be serving alcohol anymore. Mind you it was only 9:30pm and the bar was closing at 10. She then finally proceeded in making the drink my sister initially requested but never apologized for any of the mishap. After paying for the drinks, we waited nearby the bar just to make sure other guest were not experiencing what we had just experienced. Matilda proceeded in assisting the other white guests and never did she request any of their IDs nor mention that the bar was...

Incredibly disappointing from Hilton.

We booked a whirlpool room and paid extra to do so well ahead of time. Upon arrival, we was checked in, and nothing was mentioned about it not being what we had booked.

We went to the room, opened the door, and the room was blisteringly hot. The thermostat was set to heat and set at 79 degrees! We turned down the AC to let the room cool. It was 9pm by this point. The bathroom clearly had no whirlpool, and the room had a musk to it. Sitting on the couch, you could feel the springs, and the couch seemed to be one of the sources of the musky smell. Laying on the bed, you could feel all the springs there as well. The furniture and room looked like they haven't been updated or changed in 20 years.

I approached the desk and inquired about the whirlpool and was told at this time, after having to ask, that there were no rooms available with it, despite being able to book the room online two weeks ahead of time through the official Hilton website. We were told we were put in a junior suite, which we were told is more expensive. We were also offered a complimentary breakfast addition to make up for the inconvenience.

We walked over to two other hotels that were immediately adjacent to this hotel to find alternative accommodations. We were able to book a different hotel, day of, for less than the cost of this hotel, with much better furniture, a cool 70 degree room to start, and no smell.

By the time we got back to the room 45min later, it was only 76 degrees. It would be nearly midnight before the room would be at 70 degrees.

I have stayed at a lot of hotels, and while some are better than others, this one was the first I stayed at where I requested to check out at no charge due to the poor conditions of the room. I am currently waiting to receive the refund for the room.

The only saving grace was that the man working the front desk was very understanding of the situation and tried to help as best he could, but clearly his...

I was shocked by this stay and won't be coming back based on the poor upkeep of the rooms.

The lobby and public areas look fantastic. Beautifully decorated, cleaned, and maintained well, with the exception of the sidewalk coming into the building.

However, the rooms are busted, shabby, and worn down. Lots of dirt build-up on the walls and doors, and the wall next to my bed looked like there were p--- drops on it that dried. The a/c unit sounds busted and was so loud and obnoxious, it startled me awake a few times throughout the night. There are no vents in the restroom, and there was a hole in the wall. Black stuff was coming out into the bath when I tried filling it up for my kid, so the child was simply wiped down with warm water from the sink. And the wood partition from the wood floor of the suite into the carpeted area was torn up, so I had to make sure we were careful not to step on it, or the carpet right next to it because of the tackstrip starting to be felt. I also had to have the lock in the bathroom hammered back because somebody tried prying at it, and there was jagged metal just sticking out. The sheets were worn thin to the point of two large holes. The mattress was rock hard, and the pillows had no firmness, so my head sunk down right to the mattress.* If the other hotels hadn't been sold out in the area, I would have happily moved to a different one.

*Every Hilton I've stayed at has had a pillow top mattress and firm pillows in the rooms, so this was a huge surprise to me.

And beware, if you're placed on the second floor during the weekend, there's a Sunday service with an obnoxiously loud music track that can be felt and heard clearly on the second floor rooms.

Luis is a good service manager, but he belongs in a nicer hotel. The guy who audits at night acts like he can't do anything.

Hilton apparently doesn't mean...