Hilton Garden Inn Dallas/Allen

The hallways were dirty and there was a dying rat on the poolside. My wife went in and told the lady at the front desk about it and she sent maintenance out to get it. It got away from him but it was bleeding on the poolside so the maintenance person dipped a rag in and out of the pool to clean the blood off. That was when we decided to leave. We were there about an hour when all of that happened and we decided to leave and go to another hotel.

My stay was fine, very clean and comfortable. Just now received this final note and was charged $6.00 for in-room water. Not sure what that means. I did not drink any of the bottled water that was available for $3.00 each. So I have no clue as to why I was charged for that. Otherwise, the hotel was very nice in every other way.

the pool closed before the fireworks were over and we wanted to swim

We stayed 2 nights.
My husband has a medical condition and made a mess in the bathroom. Had to use all the towels
Asked the front desk clerk if we could get the bathroom cleaned and fresh towels. She said no. Would only clean every other day
We are senior citizens and the blinds weren’t broken we also asked for someone to open the blinds so we could see in the morning. None of these things were done when we got back to our room around 10:00pm
But luckily the night front desk clerk came to our rescue 💕

Rug in room, no shampoo

Very old and pool wasn’t operating. Only one elevator was operating.

Pool was out of service during our extended stay. We were not informed about this prior to our stay.

Was notified that hot water would be shut off at 9am and took a shower at 6am instead and the water was cold.

8:30am, after using the toilet, the tank never replenished and we did not have ANY water to wash hands or use of the facilities after then. My husband couldn’t use the bathroom after me and he had just ran 5 miles and needed a shower. Thank goodness we had bottled water so I could wash my hands.

The AC unit was very loud, so much so that we had to turn up the tv when it kicked in and it provided three nights of interrupted sleep. Also, our room was not located per my specified preferences being a rewards member; located next to elevator/ice machine…

Very unpleasant experience and not up to par for Hilton properties. I have been a rewards member for many years, and the front desk, when they were actually at the desk, said they were unable to compensate or help us in any way. I had been a front desk employee in college and we were given empowerment to make the customer comfortable and execute top customer service at every turn; it saddens and upsets me that Hilton doesn’t provide their employees that empowerment to their employees and provide adequate customer service to their guests. I believe this would help their employees feel better about the customer service ability and have the power to implement on Hilton’s behalf and provide more than just a cashier’s position.

I pride myself on providing great customer service with any job I do from when I began working in my teens up until now. Hilton might want to explore getting back into the customer service business since the competition is so vast for people like me to look elsewhere.

I was told I would get the $30 and $20 deposit s back but never did

Having to pay $3.00 for a bottle of water. It should have been free.

Had water heater break down. No hot water at night. However issue was resolved and had hot water next morning

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