Embassy Suites by Hilton Dallas Frisco Hotel & Convention Center

The location

Nothing

The bed

The balcony seemed unsafe and outdated

I booked my room online through this hotels website not a third party site. I had my reservation email with me for 2 nights and it matched the one the gentleman at the desk had. After he wrote dates on the drink coupons and started to pull keys to program. Then he says, "Oh my. I have never had this happen. We don't have any rooms!" It was late and I was exhausted from the traffic and my over 3 hour drive there. He did actually look in shock. I was so tired I didn't lose my cool. I just questioned how something like this could even happen. I left in my car got down the road and the desk called me. He said to come back and then sent me with 1 night free to the local comfort suites for a free night. Needless to say this place was atrocious. The AC blew black stuff on me and my belongings. The elevator didn't work. It was a zero on a scale of 1-10 except for the kindness of the desk lady. It took me around an hour to get to and check in. I had to of course pay for the other night because at this point i didn't was to move again. I contacted Hilton and they really didn't do anything to reconcile the situation. They gave me 20,000 points. That won't even book the same accommodations I had paid for. Yes and I forgot the gentleman at then embassy desk did run my card for over $400 for incidentals. I was reimbursed after several days. So I believe this was a malicious deceptive trade practice deployed by management of the hotel. Someone came in and paid more for the room than my prepaid online booking and I hadn't yet arrived. So my question is what happened if I hadn't made it to the hotel at all. They would have ran my card like they had the room available no matter that they didn't have a room or had given my reservation away. If Hilton and hotel management had given me enough points to book 2 nights at a similar Hilton property in the future then I would have let bygones be bygones. When I called Hilton the gentlemen was scripted and apologetic. I was sent an email response that they would get back with me on this matter in a maximum of 72 hours at stated on the phone and the automatic response from Hilton. After 13 days I had to email them back. All in all this was the worst experience I have ever had with a hotel. The owner, GM and all of Hiltons customer service team should be appalled they let this happen and they deemed 20000 points was the price my future business was worth. I am a Platinum Marriot member for life. I have never had an issue like this with them. I thought the Hilton and Marriot were a similar value in my head. I guess I was way, way wrong.

Our favorite location In Frisco

No negative comments about the property or staff.