Embassy Suites by Hilton Dallas Near the Galleria

The rooms were clean, the service was proper, and the snacks and free drink tickets from 5:30 to 7 were a big plus. We had a really good stay, and the place is centrally located. My wife and I had a very nice King room, while my grandmother was upgraded to a suite with several rooms. I was a little jealous! The bartender, ?Megan(hopelly the is correct)?, was one of the highlights. I saw at least six people leave without tipping her, and she didn't let it show. She was sweet and professional with everyone. I tipped her $100 to make up for the people ahead of me. If I need to book for family again, I'd come back here. It's a great experience, especially if you like VEGAS CONCIERGE SERVICE, meaning free snacks and a few adult drink tickets per person each night, not that it's actually like Vegas. Big thanks to that cheerful bartender, and I hope I got her name right!

Donna got in touch after I posted the review and apologized. We cleared up some things, and she replied pretty quickly. I'll give this hotel another try since I service a few Hospitals nearby and like the area. Hopefully the next stay goes better. My first visit was a rough start. I called on Sunday to check in and told the woman on the phone I would arrive Monday. She said I was checked in and to see them the next day, but when I arrived, they said the booking had been cancelled because I was a no-show. I got no email or other notice. I couldn't identify the woman, though I confirmed I'd called the hotel's number and that she'd been a woman. Luckily they found me a room, though it had two twin beds. Then I found two roaches, one on the bed and one in the tub. A few days later, I recognized the woman's voice when I went to buy chips, but I didn't pursue it because I was only staying a week and was nearly due to go home. The location is very nice, but the experience wasn't.

We felt welcome throughout our stay, and the staff were friendly, professional, and ready to help. The rooms were clean, comfortable, and well kept, and the amenities covered what we needed. The location was convenient too. We appreciated the care and customer service, and would happily stay here again. I'd recommend it.

Since 2/2, I've been trying to sort this out with Hilton and have gotten little to no help. After checkout, my incidental deposit was returned, then hours later I was charged $353.64 without permission or advance notice. Management first called it a “deep cleaning” fee, although it hadn't been disclosed verbally, in writing, or on the website. Later the invoice called it a damage fee, which contradicts what I was told. When I reached out, I was treated unprofessionally and brushed off. They offered only a partial refund, even though the cleanliness problems and lack of transparency were unresolved. The room wasn't properly cleaned when I arrived: candy on the floor, trash behind the dresser, clothing left by a previous guest, and no remote. Housekeeping never serviced it during my stay. Thank you for acknowledging the room was not clean before I arrived. I appreciate that recognition, but I respectfully dispute the description of the suite at checkout. There was no confetti scattered around, and I didn't leave trash, linens, or debris the way described. I'm very organized and careful with places I stay. I removed and properly disposed of any decorations I brought in before checkout. The room wasn't properly cleaned at check-in, and it also wasn't serviced on one of the days during my stay. If extra cleaning was needed afterward, perhaps that came from preexisting cleanliness issues. Without clear documentation, I don't think it's fair to pin the “deep cleaning” entirely on me. I respect General Manager Donna's role, but the way this has been handled feels dismissive and inconsistent. Public reviews also describe ongoing housekeeping concerns at this property, which adds to my worry that accountability is being placed in the wrong place. I don't complain lightly or make a habit of creating more work for staff. I take pride in treating places respectfully, so it's deeply disappointing to be accused of leaving the room in a condition that doesn't reflect what happened. I'm again asking for a full refund of the remaining cleaning fee and a fair review of the situation. Accountability should go where it belongs. Thank you for considering this. I look forward to hearing back.