Hilton Garden Inn Las Colinas

joshua Ramos

The Sales Manager Bobby was horrible he never answer your question and never found solution for problems. He would put your call on hold then the phone hangs up. When you go in person to talk to him he would hide in the back and tell the front desk to tell us he’s busy. My family booked 22 rooms for my wedding. We were told there would be complimentary breakfast for big groups. That was a lie because they charged us. They couldn’t even get 10 min extra to check out late before they charge me a full day. I just got married, and had a lot of stuff to pack. If your trying to book a group of people to stay at this hotel Bobby is the worst sales manager. Don’t book with this guy.

Renée Jackson

I had a horrible experience with this hotel during last winter. I booked a hotel room close to the airport in Dallas—a room with free airport shuttle and a great Indian restaurant nearby, for a quick overnight stay with the charitable non-profit for which I work. The room was fully paid ahead with a business credit card—not just a “credit card on file”—in order to receive a discount. I arrived as planned, after waiting a lengthy hour for the free shuttle ride from the airport. I arrived to find that they sold my fully prepaid room out from under me—with ZERO advance notice for which the front desk barely halfheartedly apologized. So they sent me to the Las Colinas—miles further into Dallas away from the airport—about which this review reports. At the Las Colinas, no one would recognize my reservation sent from the first hotel. Desperate for a bit of sleep, I gave my personal credit card number so that I would simply have a place to stay, in faith that the cost would be sorted out later. In the morning, neither the Las Colinas nor the first hotel would pay for an airport shuttle--which cost far more than planned now that I was farther from the airport than planned. In the morning, the clerk wouldn’t give me a receipt but said it would be emailed. And when, back at home after long flights, I found the receipt, it was charged for the amount I had prepaid at the first hotel PLUS $17 extra (before taxes). AND it was a duplicate charge on the same business credit card that they couldn’t look up the night before. Very fishy; very dishonest; and totally not okay. It took about a dozen calls and emails to the managers at both hotels, neither of which were very responsive (the first hotel was responsive once, and after that not at all). It took about a dozen phone calls to Hilton’s U.S. Customer service to get them to put a “case” in place toward getting the charges and refunds straightened out—the duplicate charge lowered by $17, the duplicate charge taken off the credit card, the $35 shuttle fee reimbursed, etc. Why the hotel itself couldn’t and wouldn’t refund the money is beyond me—especially since they were able to charge credit cards they said they didn’t have, and for fees beyond what was promised. The Hilton national offices had to issue the refund, and promised it would show up on the credit card statement within one week. After I thought it was a lost cause, the refund finally showed up 8 weeks later. The extra charges might not seem like huge numbers, but for a non-profit agency flying me for charitable work, which I accomplished in Dallas, they are major. Not only that, but the ethics of services purchased, services rendered, and customer service promises from the hotels, is very important to me. I don’t take broken promises lightly when part of a contract between myself as a well-traveled customer and one of the biggest hotel chains in the world. I will do everything I can not to patronize a Hilton hotel for a very long time. Yes, finally, the second room charge and the shuttle fee were reimbursed, only after many unkept promises along the way. How does a hotel chain like Hilton make all of that right? Surely not only by refunding the bare minimum of the extra charges that were THEIR fault. Since no one did anything to try to make this right as far as keeping their word, or going above and beyond, I have no reason to stay at a Hilton in the future. They treat customers this lightly? There are far better options out there. I have traveled all over the world, and everything that happened at the two Hilton properties during those twelve hours was outrageous.

Kelly Anderson

The lady the working the night shift on 3/14 was extremely rude when I called early a.m. on 3/15 to wake my daughters up for a flight. I couldn't get them on their cell phones, so I asked her to call the room. I gave her the name of the customer and was 1-digit off on the room. It was someone else's room she called and woke up. When I called back and asked her to call again, giving her the correct room, she refused and said she can't go searching rooms for me and if I don't have the room number she can't help me and that she had already called a room. She was clearly insensitive and downright RUDE over the telephone. If this is any indication to the service, we will not stay here again. What harm was it to call a room? The Hotel is small and I'm sure was not at capacity. Plus, there is major renovation going on so they should be happy people are choosing to stay there amidst all the mess. She clearly needs some hotel management training and should watch her tone when she is speaking with paying customers.

Eric Arias

The hotel is currently going through a renovations. Upon checking in, we were routed to a side hallway where they setup a temporary check-in station. The first room had a strong smell of marijuana, it seems like it came from the neighboring rooms. The front desk clerk offered for another room on a different floor. Upon entering room #2, there was issues with the cleanliness of the room. Meanwhile, I get a notification from my colleague that her door lock is broken in her room. At this point, we decided to look for another hotel. The front desk clerk stated that we will not receive a refund for the night as it was past 6PM. The general manager never attempted to contact us to resolve and we had to go to Hilton Corporate for a refund for the less than 30 minutes we spent on the property. I have stayed at numerous HGIs in the past, this experience does not match the exceptional service and cleanliness that is standard for this chain.