Doubletree Dallas - Richardson

To whom this may concern: I’d like to submit a formal complaint to the management team regarding the terrible experience I encountered today with the front desk employee Rachel. She carries a very unpleasant demeanor and refused to check me into my room when I arrived at 1:00 pm today which was very disappointing because I stay at your location frequently and have never had any issues with any of the staff members checking me in 30 minutes early as a courtesy. As I waited in the lobby for 15 minutes, I checked back in at 1:15pm to confirm what time she will allow me into my room and she replied 1:30pm. She also allowed other customers to check in before me as well without giving them any hassle. Extremely disappointed in today’s experience being that every other front desk associate that has assisted me in the past has been professional and courteous enough to allow me to check in a little early especially after an extremely long road trip. Unfortunately, my usual 5 star experience has been altered with today’s encounter being policy driven over the normal experience typically provided; extremely disappointed. As I am currently checked into my room she even failed to connect my Hilton honors rewards to my room, and she did not ask as everyone else always does. First time terrible experience unfortunately.

After this stay at Hilton I’ll be a Gold member! I love the Hilton. I usually stay at the Hilton off 75 and Campbell, but this trip was a longer stay so I chose the Doubletree by Hilton located across the highway. The food is great, breakfast is an amazing amenity to add. The hotel is child friendly! Don’t miss out on the cookies. Housekeeping is awesome. I always tip them and they will clean the room and change out towels at your request. The hotel staff is kind and accommodating. The rooms have amazing views, and the beds are very comfortable. If you need additional services just ask. They also have a laundry on the 1st floor which is a great feature for traveling families. The best feature is the safe free parking lot that has access to food and Starbucks! I highly recommend this location for longer stays. The pricing is the best in the area. 10/10!!

My stay at the DoubleTree by Hilton Richardson was disappointing. At check-in, the staff did not provide basic information about the hotel, such as the location of the gym, restaurant, or other amenities. A simple explanation would have made the arrival experience much better. The room did not have a microwave, and when we requested one, we were informed that it would cost an additional $10. I found this disappointing, as having basic conveniences available for guests should be part of the overall service experience. There was also no convenient way to get hot water for tea or drinking in the room. Housekeeping often came quite late in the day, which was inconvenient. The customer service overall was not what I expected from a Hilton property, as staff did not seem very proactive or helpful in addressing guests’ needs. On the positive side, the breakfast was good with a nice selection of options, and the hotel had plenty of parking spaces, which was very convenient. Overall, I expected a higher standard of service from Hilton. While the hotel had some good features, the service experience needs significant improvement.

Greedy hotel. No refund for their emergency. I booked for my friend through Orbitz (non-refundable). They communicated nothing with my number or my email or Orbitz that they were basically shut down for an emergency. My friend arrived and tried to check in. The lady at the front desk basically checked him in (according to Orbitz) while turning him away. She told him the whole building was in an emergency state with no running water and no AC. They said they were refunding everyone but third-party customers should call their third-party company for a refund. So he contacted me while he tried to look for another hotel. I later called them and the lady did confirm that they were turning people away and that I should try to get a refund from my third party booking company due to the emergency. This was on Friday 7/3. Later that day I contacted Orbitz chat so I can get a refund. They couldn't get in touch with the hotel at the time. The next day 7/4 Orbitz gave me an email saying that due to the nature of my non-refundable ticket, the hotel refused to give me any refund. 7/5 I called Orbitz. They tried to call the hotel to ask for a refund, and they claimed that they didn't turn people away, and people chose to stay with no water / no AC, so he could have stayed, and nobody promised a refund. Since nothing was in writing, nor did I know the young lady's name from 7/3, I could not get a full refund. It was $135.14. The Orbitz rep said he could change my non-refundable to refundable but had to charge me the cancelation fee of $65 which was the best he could do for me given that the hotel refuses to refund me. It is ridiculous that I have to pay anything at all when they were turning away customers for the emergency and fake checked them in and later lied about asking people to leave. They are dishonest and greedy. They have no sense of accountability. How did they expect people to stay there in 90 degree weather with no water and no AC anyway?