DoubleTree by Hilton Hotel Dallas - Richardson — Hotel in Richardson

First, I assisted my mother in making reservations at the Richardson Doubletree hotel. The family was coming in to celebrate a family member's 90th Birthday Celebration nearby. It was four adults and one infant; 2 adults were vintage individuals. I went to the Hilton.com website to manage their reservations; 2 rooms were booked, one was booked as an AARP member prepay, and one as an AARP member family fun pass. The family fun pass consisted of breakfast for four and complimentary Wi-Fi. The reservation confirmation confirmed that breakfast and Wi-Fi were included in one of the rooms and were reflected in the higher price. When my family woke up the first morning to have breakfast, they were told their reservation did not accommodate breakfast. When I arrived at the hotel to pick them up for the party, my mother informed me that they were not allowed to eat breakfast, and if they wanted breakfast, it would be an additional 16 dollars. So my mom paid 16 dollars while my aunt sat outside the dining area. I spoke to the front desk clerk, who informed me that the coding under the room does not register for breakfast. I showed her the reservation confirmation, which includes breakfast for four and Wi-Fi. I was told that it was not like that on the computer so contact whom you booked with and deal with them… Really??? I booked through Hilton.com, and I am contacting the company I booked with. I told her I was not trying to argue over anyone's food. According to the front clerk, we have paid more for a room to include breakfast that we are not entitled to, so I need a manager to correct the difference in these rooms, and we will continue about our way. I explained that if you look in the system, two double bedrooms were booked at the same time, but one was charged at a higher price point (which, if they took the time to look and do simple math, would have discovered that the price difference was due to the breakfast and Wi-Fi add-on. As the front desk clerk continued to tell me how my issue was not her problem, I continued to ask for the on-duty supervisor, who turned out to be standing next to her… Really??? So the supervisor began to tell me the same thing, and I told her the same thing she heard standing 6 inches away from the front desk clerk. She looked in the system, said something did not seem right, and asked me to send my confirmation information to the hotel's email address, which I did. She said she would have to look into this further, and she would take care of this situation. GREAT! The following day I picked up my family breakfast was no problem; my mom was told that they removed the charges for breakfast for the first night and were going to credit the 16 dollars my mom initially paid for breakfast back to her account. Cool, no problem. Mom is happy, so I am happy. Day 3 was horrible. My mom calls me in the morning hysterical, talking about someone who was very harsh talking to her about breakfast (the breakfast attendant and the shift supervisor). I immediately respond to the hotel while I watch an individual on the phone lookup and me and slightly turn not to acknowledge me (the shift supervisor). Someone comes from the back office and asks whether he can help me; I reply, 'are you the manager' he goes no and points toward the man on the phone. The manager tells the person on the phone that he will call them back he has to take care of something. So I asked him why I had to come to this hotel because my mother had called me almost in tears over breakfast AGAIN; he responded, " You talking about Ms. ----, yes I am. He told me to have a seat and calm down if I wanted his help because my energy was high; I told him I did not need his assistance and only came down here for his name. I explained the situation after another back and forth session he stated he would readjust the higher price room. upon checking out nothing was changed. I had more issues but not enough characters to write all the issues.

UPDATE- Thanks for the response BUT I AM NOT TALKING TO ANYONE FROM THAT HOTEL. A request have been...

I recently booked a stay at this hotel through Priceline, anticipating the full 4-star experience promised by its rating and pricing. While the property appeared decent on the surface, my time there quickly devolved into a frustrating ordeal that highlighted serious shortcomings in maintenance, staff accountability, and customer service—issues that made our vacation unbearable and left me strongly advising others to steer clear and avoid wasting their money.|The primary problem arose in our king suite: the air conditioning unit was completely non-functional, failing to provide any relief in Dallas's sweltering 85-90 degree heat. On our first night, after notifying the front desk, their only solution was a small, inadequate square floor fan—hardly sufficient for cooling a suite during a heatwave. This fell far short of the comfort level I expected for the premium price we paid.|The next day, I approached a front desk attendant named Hector to reiterate the issue. He acknowledged ongoing problems with the hotel's external AC units but assured me it had been resolved. When I insisted it wasn't, he promised to dispatch a maintenance technician immediately. We returned to our room right away and waited for over an hour and a half, but no one arrived. Upon following up with Hector, he claimed a technician had already visited, which was impossible since we'd been present the entire time. He then backtracked, saying he'd follow up the next day when maintenance returned. I never saw Hector again after that interaction.|Later that evening, I spoke with the next shift's attendant, Danielle, who revealed that Hector—a new employee of just two weeks—hadn't even logged the request in the maintenance system. She confirmed the AC had been malfunctioning for at least two nights but insisted the issue "should have been fixed." Once again, no real action was taken: no technician was sent, no room change was offered, and no meaningful compensation was offered, only lcomplimentary items from their convenience store to even out having no ac in dallas weather, this is ridiculous. We were stuck with the same ineffective fan, sweating through sleepless nights and uncomfortable days that ruined what should have been a relaxing getaway.|This wasn't our first hotel mishap on the trip; we'd already switched from another property that tried to pass off a dirty room as equivalent to what we'd booked online. Reluctant to incur additional out-of-pocket expenses on yet another booking, we endured the stay—but it came at the cost of our enjoyment and well-being. Despite numerous calls to Priceline and discussions with their manager, Fitzgerald, no accommodations or refunds were forthcoming, leaving us feeling dismissed and undervalued.|Throughout our interactions, the receptionists started off friendly, but their attitudes shifted dramatically once a problem required actual resolution—revealing a troubling pattern in the hotel industry where properties prioritize retaining revenue over guest satisfaction, offering lip service without follow-through. I captured multiple videos and photos documenting these encounters, which I'd be happy to share for anyone considering this place.|In summary, if you're seeking a reliable 4-star experience, do yourself a favor and book elsewhere. This hotel's neglect of basic amenities like functional AC, combined with unreliable staff and zero accountability, turned our trip into a nightmare. Save your money and your sanity—there are far better options out there that won't leave you regretting...

I stayed at your hotel in June 2025 and paid for three rooms in full. To my shock, upon returning to my home country and reviewing my credit card statement, I discovered an additional unverified charge, for which I have no receipt nor supporting details.

Since then, I have made repeated and reasonable attempts to seek clarification and obtain the necessary documentation, but all have been ignored or mishandled. Despite my long-standing loyalty to Hilton properties worldwide, this has been one of the most disappointing and humiliating experiences I have ever faced as a guest.

No Official Response to Sensible and Legal Requests

I sent three separate emails to both the official address listed on the official website and to another address later provided by working staff. None of these emails bounced back, yet I received no reply whatsoever.

In my first call, I was instructed to send my request to a different email, which I complied with. Still no response.

In my second call, the same staff member located my earlier email (to a secondary Gmail provided upon my call) and assured me it would be redirected to the relevant office. Again, no follow-up ever came.

These details are required for official business travel claims, and the continued silence has caused unnecessary complications, financial difficulty, and deep frustration.

Arrogant and Unhelpful Front Office Conduct

On both international calls—made at significant personal expense from abroad (halfway around the world)—the same staff member answered and insisted I wait while she attended to other matters. My explanation about the high cost of these calls was met with indifference.

Her tone throughout was unfriendly and arrogant, showing no empathy for my situation.

She provided no explanation for why my emails had been ignored.

During the first call, she even challenged me, claiming I had sent my requests to the wrong (inactive) address, despite the fact that it was listed as the official contact on your website.

In the second call, when she eventually located my email in a secondary Gmail account, she dismissed me by saying it would be redirected. No reply ever followed.

A Saddening Experience for a Loyal Guest

As a frequent international traveler who has stayed in preferably Hilton and DoubleTree hotels across the US, Europe, and Turkey, I have always trusted in Hilton’s standards of professionalism and hospitality. However, this experience has been profoundly disrespectful, frustrating, and humiliating.

I was simply requesting documentation for a charge that appeared on my credit card—an entirely reasonable and legal request. Instead, I was met with arrogance, indifference, and silence, making me feel I was intentionally treated with disdain, possibly even because I am Asian.

This is not the Hilton standard I have come to know and trust. I urge the management to address this matter urgently and ensure no other loyal guest is subjected to such disregard and humiliation...