Hilton Garden Inn Las Colinas

We had at least 30 rooms booked for our travel sports team, but our organization plans not to use this hotel again. Some rooms weren't available at check-in, including the suite options with pullout couches. We'd arranged a team meeting in advance, but were told the conference rooms are locked Saturdays and don't reopen until Monday. While our team was meeting with the coach in the lobby, Ronnie said we couldn't have our own alcoholic drinks there unless we bought them from the hotel. That rule wasn't posted anywhere. We'd only been there around 15 minutes, and nobody was drunk or causing trouble. Then one room started flooding because the toilet kept overflowing and running. When I told Ronnie, he said the beer in the lobby mattered more than my flooded room and threatened to call the police on our group. He was confrontational from the start and gave us terrible service. I've worked in hospitality, and he's one of the worst employees I've come across in years of travel. We'd also paid extra per room for a team breakfast, but it wasn't available. Instead, we were told we'd have to buy their buffet for $18.75 per person. A horrible experience. Ronnie should find another line of work; he has no hospitality skills.

For $150 a room plus taxes, I expected better cleaning, especially in the beds and bathrooms. The AC was very loud, the TVs were old and not smart TVs, and the coffee was poor. They also didn't recognize my loyalty membership. I stay at these hotels several times a month, but they said being an honor member didn't matter if I arrived without a reservation.

We arrived around 1 a.m. and were told check-in would happen by 2, but ended up waiting more than four hours in the lobby because the hotel's system was down. Nobody communicated with us, there was no manager on duty, and they offered no solution. The next morning, the assistant manager admitted the front desk agent was entirely in the wrong and could have handled things differently to get us into our room. So why wasn't she trained properly or doing her job right? Totally unacceptable, and not what you'd expect from a Hilton, even if this hotel is supposedly three stars. Housekeeping also knocks once and then barges into your room while you're asleep. We always had to engage the stopper if we wanted to avoid being disturbed while inside.

Rosa welcomed me warmly and professionally at the front desk, making check-in quick and easy from the moment I arrived at Hilton Garden Inn Las Colinas. The room was spacious, clean, and comfortable, and it felt like the hotel takes care of its guests. I had breakfast on checkout day, and Daniel and the chef in the back made it a great experience. The food was delicious and the service excellent. The staff made this a fantastic stay, especially Rosa and Daniel, who went out of their way to make the visit feel special. I'll definitely recommend this location to friends and family.