Hampton Inn & Suites Dallas Arlington N Entertainment Dist.

1/16-1/19. This Hampton Inn was so well kept, and I loved my visit. Breakfast, cleanliness, service, and customer care were all great. I dealt with four front desk employees and five service employees, and every one of them was professional, patient, and friendly. Such a great team, thank you for the hospitality! Water pressure, water temperature, room and hallway smells, cleanliness, and comfort were all good.

With seven days' notice, I asked management to move my reservation and offered to pay the difference in rate. They flatly refused, apparently preferring to collect a one-night penalty as well as the rate for a new reservation. I have over 700 lifetime Hilton nights. If this is how they handle a frequent guest, imagine how they'd treat someone who isn't one. There are plenty of properties from other chains nearby. Don't make the mistake of booking here.

The room was clean, comfortable, and everything worked. Breakfast was pretty good, though the employee on duty barely spoke and seemed bothered when we asked for extra towels. We chose this hotel specifically because the website said the pool was heated. I even called that day to confirm before check-in. When my kids and I touched the water, it was so cold we couldn't swim. We were all disappointed, and that cost the stay two stars.

Update: VP Randy Waller was extremely helpful and gave exceptional customer service while sorting out my issue. Jonathan from the help desk was pleasant and provided high quality service, too. Thanks to them for helping so promptly. Before that, I had booked a non-refundable room by mistake less than 24 hours earlier and called to ask for a refund and some understanding as a Gold member. They wouldn't accommodate me, despite my ten years of loyalty and thousands of dollars spent, and the fact this wasn't something I usually do. The manager and front desk staff were professional and nice, just not helpful.