Homewood Suites by Hilton Dallas/Allen

The staff were amazing, and the rooms and hotel were clean. I especially wish I'd gotten the front desk woman's name, she helped my daughter get extra blankets. Breakfast was really good too, including for someone like me who has some allergy issues. It was A1 for me. I'm a longtime Hilton customer, and this is one of the best hotels I've stayed at in a long time. It's conveniently close to everything without being too crowded, and just four minutes from the family I was visiting. I'd recommend a stay and will definitely return for a longer visit. All tens from me!

My brother and my five-year-old son had the worst customer service experience at this hotel today. The room key didn't work at first. When they asked about it, the front desk woman replied rudely and told them to come to the desk for another one, saying she was the only person managing the whole hotel. The bathroom shower gel was empty. When they asked for more, she said she might be able to provide soap in the morning, and that the stock inventory had expired. The rent was high, but the service wasn't even as decent as what one-star motels offer. Her tone was irritating and full of attitude, with little respect for people's needs.

The location works well for me, and I've stayed here for weeks at a time over several years. But the property has steadily gone downhill and needs more maintenance. My one-bedroom suite with living room had carpet stains, a tear in the carpet, chipped and worn nightstands, and a missing dresser handle. Hallways need paint and cleaning too, with cart and luggage marks and chipped corners. The whole place needs fresh paint, maintenance, and carpet cleaning. Housekeeping has been spotty at best. Last year the maid came just once in nine days, even after I called the front desk several times. We had to get towels, coffee, toilet paper, and other basics ourselves from the desk. The property is falling below Hilton standards now, and I'm a Diamond Member.

I'm a breakfast guy, so that's one of the things I judge a hotel by. The breakfast was great, and the rooms were clean. It's a very nice place, right off the highway for easy access, but it wasn't noisy at all.