Hilton Dallas/Southlake Town Square — Hotel in Southlake

If I could give zero stars the housekeeper Emily W and the manager on duty had made my husband feel uncomfortable I left my phone in my room. So, I told my husband to go back to the room, and get the phone. He went upstairs to our room and the housekeeper Emily W call her boss telling him it a man in all black and he is a black man he is scarying me she quoted. The thing is he wasn't even worrying about her, he was going to our room to get my phone. This a racist hotel me and my husband have a business we not employees, we had paid $600 for two nights to feel like it just racist people in this hotel never again. I been to big and better looking hotels this wasn't even all that don't listen to the good reviews it not what it is. For the racist profiling this hotel will be under a lawsuit because this is discrimination to a customer who was staying on the property. The manager would not let my husband out of the elevator he basically block him in the elevator asking him who he was that the housekeeper made a report that was false and the funny thing you just seen him with his family. Because of the false report, they told me they will be adding 20,000 points to my account which never came, but honest they can keep that because they will be hearing from my lawyer enough is enough treating us black people this way because you no better than us we all humans. Your housekeeping was out of line she lie on my husband I request to see video footage I written what day and time. You still never gave us our points this going to a lawyer because your housekeeper is racist my husband had a key didn’t do anything wrong this isn’t over if you don’t do anything to solve this you will be facing a lawsuit this is a...

My stay was fair with some enjoyable highlights, but it also had a few bumps along the way. To start off with some positives, I was greeted by Manuel, a front desk worker, with a big smile and warm welcome at check in. He gave nice recommendations for restaurants within walking distance of the hotel and also went out of his way to meet a specific room request that I made. However, upon arriving to the room, there was used underwear (from what I assume to be the previous guest) laying on the floor of the living space in plain view. I really have no idea how housekeeping neglected to pick this up while completing their service. Nonetheless, this incident was easily reconcilable and didn’t put a damper on our stay, as Manuel was very apologetic and promptly gave me a new room. We enjoyed the warm Texan atmosphere of the lobby, along with the clean and beautifully manicured pool + jacuzzi area. Our room was nicely appointed as well, but the driving issue was related to noise. The walls seemed to be PAPER THIN. We could not only clearly hear any conversation going on in the hallway, but were constantly bothered by the doors of neighboring rooms slamming. These noise issues repeatedly woke us up at early hours in the morning and highly impacted our rest. I don’t see how these concerns could be accommodated by the staff, nor do I see how they could be easily fixed. Furthermore, housekeeping knocked on our door at 9AM even though we had our Do Not Disturb sign hanging on the outside of our door. Maybe the housekeeping staff needs to have a meeting or two? All of these nuisances left a bit of a sour taste, but I truly believe this hotel has more potential and I would like to believe that I had a stroke...

I and 2 dozen others booked rooms here for a conference in May. After the COVID-19 issue kicked off and there was talk of quarantine, I called in late February to cancel the reservations. After being passed back and forth for 30 mins a person at Hilton Honors said the reservations could not be canceled because of the virus. I said it's far enough out, if you let me cancel surely you can fill those rooms if it is as they said "no big deal." "No.". So now I am scrambling to figure out what to do because Hilton has canceled our reservations. less than a month from the event. Yes, I understand there is nothing that could be done because the mayor or whoever has closed businesses. However, I asked back when there would have been little impact. I would have booked or made plans for something else in plenty of time to make it happen and would have had fond memories at how helpful and understanding Hilton was when I needed it. But no, I now have this nasty irksome taste in my mouth about Hilton. So I will say, my bad for EVER trusting Hilton with my business and never darken ANY of their doors again. If there is nothing else, I'll sleep in my car. I slept in a tent with the military for 3 years, what is another night. Besides if you trust Hilton, you could very well be sleeping in your car.

Also before Hilton posts a response, save it! I do not want or need your worthless platitudes about how you care about my business, how you value me as a customer or use de-escalation phrases like, "We understand how frustrating this must be." You will only give me contact information that is either false or I will just waste my time and efforts trying to...