Homewood Suites by Hilton Dallas-Irving-Las Colinas

I’ve stayed with this hotel chain several times, and this was easily my worst experience. After a seven-hour drive, I arrived to find that my reserved room wasn’t ready at 4:00 PM and was still occupied. They wanted me to wait because no room was available, though fortunately they eventually found me one. The room was dirty and in poor condition, the building had no working elevators, and I woke up to an insect in my bed. At the front desk, the agent barely paid attention because they were on their cell phone. Even after asking what I needed, they stayed on the phone and had to ask me repeatedly what I was talking about. I usually let minor issues go, but this was shocking. You trust this brand and expect a consistent experience across its hotels.

The rooms are spacious, with full-size fridges and microwaves, and the location worked well for getting to my job. That’s about the best I can say. The place feels like an apartment complex converted into a hotel, and finding your room the first time is a maze. At the desk, I got a vague point in a direction instead of any real guidance. The outside was dirty, and I had to dodge dog mess on the grass when walking to my car. One guest walked a 100-pound dog every night and left mess everywhere, with no poop bag in sight. Staff were friendly enough, but seemed more focused on chatting with each other than helping visitors. For the price, stay away.

As a Hilton Diamond member who travels a lot, I found several things below what I expect from Hilton. The building’s elevator was out, and staff said it had been that way for some time without knowing when it would be repaired. After housekeeping cleaned our room, they left the door ajar. I told the front desk, but the response made it seem like leaving a guest room unsecured wasn’t a big deal. The outside door we had to use to reach the stairs was also often propped open and wouldn’t lock. Those stairs needed a good pressure washing, and I had to shut that door myself more than once.

We were with a business group, and others had similar problems. Our multi-day stay came and went without cleaning, even after we spoke to the front desk and were promised service the next day. There was also a broken fire alarm outside the room. The walkways to the room were dirty, and the sidewalks and steps were crumbling. Inside, the furniture looked worn, and some baseboard trim was missing or patched. This location doesn’t meet the Hilton standards I’d expect, and I wouldn’t recommend staying here.