Homewood Suites by Hilton Dallas-DFW Airport N-Grapevine

I spent 25 days at the Homewood Suites in Grapevine, Texas, and the people made it feel like home. They kept checking in, chatting with me, and making sure I was doing okay. Their compassion, empathy, and genuine hospitality made this one of my best stays. A huge thank you to Jennifer L, Zara, Alonzo, Tania, Fusi, Amy, Don, Latanya, and Karen. They set a wonderful example of kindness and service.

Breakfast was amazing, and the woman working there was kind and did a great job. At the front desk, though, the difference between shifts was night and day. Zara on evenings was sweet, helpful, professional, and went above and beyond. Karen on the day shift was argumentative and rude on the phone when I asked questions, and unprofessional both times I dealt with her.

The Hotel Manager followed up with questions, and her messages felt sincere. I believe the feedback will lead to changes. When I first got to the room, though, it was filthy and there were bugs in the toilet. The portable air conditioner had leaked onto the floor, and there was no hot water when I showered at 7am. I would NOT recommend this hotel.

The toilet backed up and dirty water overflowed across the bathroom. Maintenance used the bath towels to mop it up, but housekeeping never came to clean the bathroom or bring replacements. There were dirty dishes in both the dishwasher and cupboard, the room smelled, and the breakfast was poor with a dirty eating area. I contacted customer support right away and got no reply within “3 business days.” The front desk said a manager would be in touch, but no one ever responded or contacted me afterward. Very poor customer service.