Homewood Suites by Hilton Trophy Club Southlake — Hotel in Trophy Club

Awful trip: Venomous Snakes and Billing Issues This property appears a Homewood Suites like most others, except for two really bad things I experienced during a lengthy stay. I’m sincerely sorry to have to share this because the housekeeping, lunch/hor d’oeuvres, and property maintenance staff here are top notch. The problem is I feel compelled to share my awful experience because I really wish someone had warned me about these issues ahead of time.

Venomous Snakes. Though the hotel was well aware of children using the basketball and pool areas, TWO venomous snakes were on the property while we were there (a rattlesnake and a copperhead), and it was other guests that warned us snakes were near where the kids were playing - the hotel never once said anything to us during or after. The rattlesnake actually tried to strike another guest, and lucky for him the glass door he was opening was between him and the snake.

Not warning guests of venomous snakes on the property is just unacceptable.

Price Gauging and Over Authorizing. One would think I was staying at a four-star hotel with almost $16,000 in authorizations sent through on my credit card over a period of 20 days, the last of which was one month to the day from my check-in. I now have two different receipts, for two very different amounts, for the same stay, neither receipt being correct and this issue has yet to be resolved. My credit card company is not having fun with this. The billing office at this hotel must not realize (or maybe they do) that when they continually over authorize you, you will get higher rates from your credit card company when they put you over your limit, or that you can be denied for purchases that shouldn’t be an issue because of their random over authorizing. $16,000 in less than 3 weeks NOT EVER providing a receipt OR EVER even informing you of these multiple charges being made prior to checkout is insane.

I have yet to be provided the backup I requested for ALL the charges they put through on my credit card. The games their office manager plays are ridiculous to a point I have had to turn this over to my credit card company to figure out.

As much as I love Hilton properties, especially Homewood Suites, I definitely will NEVER return to this property.

*Additional note: Hotel GM replied to my trip advisor review talking about me using a debit card and things related to debit cards. That should show you how much of a handle he has on his hotel considering they were charging my...

I’ve been at this hotel for about two months for work. Amber, Jessica, and Danita have been the sweetest employees and are very accommodating. The only person I’ve had trouble with is Larissa. When I got my receipt for my stay, I went to the front desk and informed Larissa there was a $4 charge for my stay that shouldn’t be there. She asked me “This charge is from 9/25 at 9:00pm. Why didn’t you come down earlier to get it removed?” How was I supposed to come down earlier, when I had just gotten my itemized receipt at check out?

When I informed her that I did not make this purchase (Milky Way and Twix), she pretty much called me a liar. She said, and I quote, “Me and Jessica don’t make mistakes. Had it been anyone else, yeah. But not us.” I told her neither me or my girlfriend purchased these items. She said, and I quote, “I’ve seen you two walk around looking in the pantry. You guys didn’t get anything but I’ve seen you guys look around.” That comment is absolutely inappropriate and does not mean I purchase a Milky Way and a Twix. I asked her to look at the security camera so she can see I clearly did not make that purchase, but she said she did not have access to it. I kept repeating I did not make this purchase, but she did not believe me and spoke with a condescending tone the entire time.

My receipt is not supposed to have additional charges on it per my company’s request. When I told Larissa about this, she said, and I quote, “No, lemme look at your previous stays; I know you’ve gotten stuff charged to the room before.” I have never been disrespected and called a liar by a hotel employee. Larissa should not be allowed to work here. Why should I spend 30 minutes in the middle of the night contesting a charge that shouldn’t even be there? Larissa then told me she did not have the authority to get it removed.

All the other hotel staff I’ve encountered at this hotel have been great. The housekeeping crew do a great job; my rooms have always been clean. Amber, Jessica, and Danita do a great job at running the front desk. However, Larissa is the rudest hotel employee I’ve ever interacted with. I don’t know if Larissa was having a bad day but she definitely should not take...

Clean 🚮 & new 🆕 facility, very large rooms 🏩 with fully equipped kitchenette🍴and living room area. Front desk people are outstanding and check-in, at 0200 🕑 was smooth and quick.🙋

Breakfast 🍳 was above 📈 average and well done with scrambled eggs🥚, breakfast meat🥓, yogurt🍦, fruit🍉🍎🍌, cereal🍜, etc. There's an evening social🚶, food 🍤 and drink 🍷🍸🍹🍺 deal, at no additional cost🆓, but I didn't go to that because I needed sleep💤. There is a reasonable workout room 🤸 on the first floor and 2 📧 Internet connected computers 💻 located near the lobby🏩. There is also a little cantina located juxtaposed the check-in desk🍫🍬🍩. WiFi 🆓 worked very well and provided a strong signal 🔊 in the 110 - 124 room number hallway, however my Sprint service 📲 was 5 bars 📶.

This will sound odd 🔉 to some, but those of us who are road warriors 💼 who have gone through the very frustrations 😡and embarrassment 😳 which come with having to call the desk for a plunger 💩 . This hotel doesn't have 🚫 the 1/ 2 teaspoon 🥄 of water 💦 per flush commode🚽, and it's very very appreciated. 👏

The hot water 🚰 was suitably hot🔥 and consistent at that temp🌡for the entire 25 minute ⏳ shower🚿. I had a handicapped room ♿ so the shower 🛁 was nice. I could have played a game of racquetball 🎾 in the shower stall, if I actually played any sports 👤 at all.

The mattress 🛌 was pretty comfortable 👍🏻, but the couch was a little less than comfortable for sitting👎🏻, I never opened the folds-out. Couldn't hear 👂🏻 a peep from the hall 🙉 , and my room was right along a pretty heavily used hallway🏃🚶💃🤸🤾🏿🕺, so there was some potential for noise. 🔇

Other than the uncomfortable couch, the only negative, and it's a minor one, is a peculiar smell 👃 in the halfway and room 🌇 that smelled like new hotel. I'm not sure what it was 🤷🏼 , probably the carpeting, and became nose blind to it pretty quick.🗿

Don't hesitate to stay here 🔜, good comfortable place, and I'll take new carpet smell ✅ over the cigarette smell 🚬 of other hotels around the country. 🇺🇸 That will buzz-kill 💊 me even faster than choking out 🤼 a...