Hilton DFW Lakes Executive Conference Center

I recently stayed at this Hilton location from October 17–19 with my 12-year-old son. While the hotel itself was clean and comfortable, our experience was significantly diminished due to the unaccommodating and impersonal attitude of the hotel manager, Rhianna Shelby. On our first morning, I was allowed to charge breakfast to my room. Based on that, I called the next day to confirm the same arrangement and was told—rather abruptly—that this wasn’t permitted because I had booked through a third-party site. Although I later acknowledged that Hilton policy technically supports this, I hoped the manager would show some flexibility given the prior day’s miscommunication and the fact I was traveling with my child. Instead, I was met with a flat refusal and robotic policy recitation. A subsequent call to request late check-out was met with a similar lack of hospitality—a cold "noon" response with no attempt to understand or accommodate our needs. What could have been a small, easily resolved issue turned into a negative, tone-setting experience because of Ms. Shelby's refusal to engage with even basic hospitality. Hilton is known for its customer service, but this felt like a rule-driven, inflexible environment—not a welcoming one. Until management improves at this specific property, I would opt to stay elsewhere next time where I feel welcomed.

It's not often that one can say a hotel stay was perfect. But this trip it was 100% true. From the moment I called the hotel to request the airport shuttle, through check-in, at restaurants, in the hallway, and even at check-out, every member of the staff was cheerful, friendly, and offering to help. And I do mean EVERY member of the staff. You could tell the staff enjoys their guests and their jobs. It was reflected with every interaction. I was part of a group of about 65-70 for a conference. Everyone was making comments about their great experience at this hotel. The building is well-laid out and rooms are divided between a North and South tower. Everything is clustered together so you are never far from a restaurant, business center, pool, or meeting rooms. The guest room was spacious and very comfortable. The bathroom was also very nice. I liked the motion sensor lighting at the entrance and the bathroom. And what a comfortable bed. I extend my compliments to the management and entire staff at this hotel and thank you for a great stay.

The location was perfect for what my wife and I planned to do. We love visiting Grapevine as often as we can. This hotel absolutely exceeded all expectations. We had a wonderful time, we were super comfortable and it is very beautiful.

I couldn't find a luggage cart available at the front. This was the only hiccup in the entire trip here. I'm a self service kind of person so I would love if I could find a cart and move my luggage in myself rather than having to ask someone for one.

Nice & clean

The drive to get to the hotel was horrible was told you could only go through DFW airport to get to the property found alternative route to get to and from the hotel.

Na

Not impressed The purpose of my visit was a stopover for 14 hours before my next flight the following morning to take me home to grand cayman. Having just got off a 12 hour flight from Japan to Dallas. There was meant to be an airport shuttle whuch was advertised which is the reason I chose this hotel. However on arrival at the airport there was no sign of the shuttle to transport me to the hotel , having been waiting 40 minutes. I had an international phone /not a local sim which wasn't working so I couldn't call the hotel reception to alert them I was waiting for the shuttle bus. I tried emailing using the airport wifi. The hotel management eventually responded via email informing me to use the courtesy phones in the airport arrival hall to call the hotel. I tried this , however the phones in the arrival hall do not work for external calls. It is an internal airport phone only. I emailed the hotel again letting them know I am here waiting to be collected at the pick up zone nobody responded after this. I then ordered an Uber. The airport was super busy I had a lot of bags and was travelling solo. The Uber driver canceled on me and I got charged a cancelation fee even though he canceled on me . In the end I had to pay 40 usd for a taxi to drop me to the hotel . Overall I wasted 90 mins trying to call the hotel/ secure an Uber. The hotel should not advertise a regular free airport shuttle if it is not the case. They should be aware that not everyone has international minutes to call the hotel requesting pick up. And that the airport courtesy phone in fact does not work outside of the airport. An every 30 minute free shuttle bus should be available like the other hotels offer. We shouldn't have to request a pick up at the airport. Especially as there is no means to do so.

Great stay, comfortable bed, really nice bar/patio area

Needs stronger water pressure for showering, coffee shops needs later hours

Great location

Yes