Hampton Inn & Suites Dallas-Mesquite — Hotel in Mesquite

Check in was a nightmare! Becky lacked basic customer service and problem solving skills as well as professionalism. I was told that she couldn’t check me and my children in because the reservation was in my husband’s name. I explained that we just drove in town, he was on an assignment and unavailable to checkin for a few hours. In addition, I’d been in earlier to see if it was possible to get an early checkin and the previous rep never informed me of that. She shrugged her shoulders and said “that’s policy”. I explained that I was tired from the trip, had a headache and my two kids with me. Considering that I was an hour beyond checkin time, I needed a resolution and would like to speak with a manager. She went to the back w/ my cc and dl and came back stating that the manager said if I could get my husband on the phone to give his verbal approval, then they could check me in. I called him and all she asked him was is it ok to check me in. Not, can you verify your name, address, phone number, account/ cc reservation was made under, dob nothing. I called her on how stupid that was and ended up speaking to the manager who said he’d normally FaceTimes to verify, but felt she followed protocol and that I could come see him between 11pm and 6am. For what reason, I don’t know? The whole situation, including my issue had already been run down to him. I had nothing else to say and felt he should’ve offered something as simple as late check out, meal voucher or snack for his rep not being willing or competent enough to resolve the issue herself properly and efficiently. Once in the room, my daughter struggled to turn on water in tub/shower, she called desk and Becky told her to pull the knob. Smh, that’s what she had been doing. When she finally got the water to come on, it was scalding hot no matter how the knob was manipulated. A very friendly maintenance guy came to the room 3-4 times and determined that the fixture was stripped, which also explained why we struggled to turn the water on initially. He had us transferred to another room and we were finally able to use the shower at about 7pm. When we were preparing for bed, my daughter discovered trash under the mattress when letting out the sofa bed and the thermostat wouldn’t go above 50 something because the batteries needed to be replaced. Smh. I didn’t want to deal Becky anymore and didn’t want anyone else in our room, so we just suffered through. This morning, breakfast was a little crazy. The breakfast area is tiny for size of the venue. The line was long and staff struggled to keep food...

We were extremely disappointed in our stay (especially after reading recent positive reviews - I can only assume that a) I'm sensitive to mold and b) those people didn't stay on the first floor. If you're going to risk staying here, do NOT accept a first floor room).

The entire building smells of mildew, but our room on the first floor was in an exceptionally poor state. The moment that I walked into the room, it smelled strongly of mold and mildew. Within minutes, I had a headache.

Because of the nature of our stay in Mesquite, I was not in any position to leave the room and ask for another; physically, I needed rest and was not capable of dealing with the process of complaining and finding another room. I prioritized rest. Unfortunately, I never got that rest. My headache worsened over the course of the night to the point that I woke up every 90m or so. Thankfully, my husband was able to get better rest than me, so as soon as he woke up, we vacated the room. Within an hour, my headache had abated. It was an astonishing experience to have such clear and immediate physical feedback about the quality of the environment in the room. I am extremely disappointed in experiencing this at a Hampton Inn / Hilton property, because generally I find Hilton properties to be reliably clean and safe.

The first floor of this building, and possibly the building in its entirety, is a health hazard, especially for those sensitive to smells or mold/mildew. I personally may be more sensitive to environmental toxins, but I'd urge the property owners to consider me a canary in a coal mine. There is no doubt that the room was making me ill. We proceeded to spend the next 3 nights in 3 other Hilton properties, all of which were clean, neutral-smelling, and comfortable enough for us to get excellent sleep. This has not turned us away from the Hilton brand, but I have already warned my local family about recommending this property,. I do want to add that the front desk staff was exceptionally friendly and I've no doubt that if we'd been capable of seeking a room change, they would have attempted to accommodate us, but between the exhaustion of our day combined with such an immediate headache (which, at first, I assumed was due to just being tired and didn't connect the smell to the headache because the timing of the onset was so immediate that I initially doubted myself), I was unable to pursue that.

Please take this seriously - in retrospect, not asking for a room change was detrimental...

Great location was easy access to I635 and Town East Mall in Mesquite , Texas and all the eating places. However , The older black women was too busy trying to eat her subway sandwich behind the container that works night shift wasn’t very friendly or helpful . After we checked in and she charged my credit card with an additional $50 hold I wasn’t aware of until check in . She then said oh yeah make sure each vehicle scan this card in order to remain parked in their parking lot. Ummm it was night time when we checked in and I didn’t noticed any signs about parking. So I assumed since we was staying there as guest parking was free . Well that wasn’t the case !But , I feel like she could have told us that during check in not after everything was done. If I had known that a regular hotel was going to charge for parking I wouldn’t have booked there ! I had several ppl with me they all had to pay $11.28 to stay parked there. What a big INCONVENIENCE!!🤬. And I was staying there !I was celebrating my birthday. I mean there wasn’t anything going on next door at the convention center to be charging and making every car register to park . We normally stay at Holiday Inn Suites across the street but they were fully committed. Anyways head up if you stay here please be prepared to pay $11 a night for parking ! Handles were broken on the cabinet doors and toilet was dirty . There wasn’t even any conventions or anything going on next door to be charging guest ti stayed parked in the parking lot. I actually live in the DFW area but wanted to be spontaneous and book a room for my birthday. 🥳 Never 👎🏻 again will I...