Hilton Garden Inn Dallas/Allen

Rug in room, no shampoo

Location

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

Location was nice. Buffet was good.

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.

Quiet

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.

Location

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