Hampton Inn & Suites Dallas The Colony

We only had one night here, but the staff were very kind and accommodating. The whole property was clean, and our king room on the sixth floor looked new. My husband said the bed was so comfortable he wanted to go home and shop for a mattress. The shower had great pressure, and the hot buffet breakfast was one of the best we've had at a hotel. The fresh cut fruit was amazing, and those warm chocolate chip cookies at check-in were delicious. We'd happily stay again.

We arrived with a three-night reservation, but Hampton Inn was completely full and had no room for my family of four. I understood that things like that can happen. The front desk offered to arrange a sister hotel and cover the stay there. They called Holiday Inn, which had only a king room for the four of us that first night, but said a double would open the next day and we could switch in the morning. Hampton Inn arranged it, promised adequate beds for the rest of the stay, and said it would refund my card and cancel my Hampton reservation. The next morning, Holiday Inn called to say Hampton had only authorized one night. Their employee had been told the prior evening that we'd be booked for three nights, covered by Hampton, then moved to a double. Hampton now said we were supposed to return to their hotel for the last two nights. They'd apparently told two people something different the night before. I also wondered how Hampton could have booked me if they were cancelling my reservation. My email showed it had been rebooked at 3:10 am without my knowledge. Hampton then said it wouldn't cover those last two nights because it had availability, and told me to come back. There wasn't enough time to pack the car, move hotels, get ready, and take my daughter to her competition. Had I known, I could've planned differently. Staying at Holiday Inn until check-in wasn't workable either, because I'd have had to check out and nowhere to get ready. Hampton agreed to cancel and refund me, but a week later I still hadn't received anything, not even a pending credit. I paid in advance and didn't stay a single night. I've never before had an experience bad enough to make me write a review, and I'd give zero stars if I could. If you book here, don't count on the reservation or their word. If you want repeated stress with no resolution, this is the place.

The second room was fine, but the check-in and checkout experience was poor. I arrived around 6 PM and nobody was at the desk until I called the posted number. The employees who came were cold and didn't apologize. My first room hadn't been cleaned, with towels on the floor and the bed unmade, and there was no apology or basic customer service about that either. At checkout, nobody asked how the stay was, smiled, or showed much hospitality. I was also confused by the parking fee since the surrounding retail lots are free. This didn't feel like the professionalism or care I'd expect from Hilton.

Kenan and the event staff were pleasant and very helpful when I hosted a small meeting here. I had a really pleasant stay at this Hilton property and have no complaints.