Hilton Garden Inn Las Colinas

"FIRE! First night of the stay was required to evacuate the hotel along with other guests (Fire alarm did work!, And it announced to "Please evacuate the hotel", as my family did into the cold of the night...) Nobody on the staff knew what was going on, even after the fire trucks and the hook and ladder left. Burning chemical fumes filled the hallways of all floors and the lobby, immediately had to consider alternative options to stay somewhere else... Never I have I experience such a situation, and with no communication from the staff as to what was going on!!! UNACCEPTABLE!!!"

"DO NOT STAY HERE! If you have to. Be sure to check bill when leaving. I was charged multiple times! Manager will not help you and Rosa is the rudest staff I have ever met! Rooms are falling apart. Towels bathrooms gross ! I left early and the breakfast is blam for $17 per person and you can't take it to your room! By reading the other reviews, it looks like several people have the same issue !"

"The room was very nice. I had a suite which was like a mini apartment. However, from the time of check-in, First, I notified the desk clerk that I had forgot my toothbrush and she gave me one. I asked her for toothpaste to accompany my toothbrush and was told I would have to purchase it. I've stayed at this property before and had the same issue, and was given toothpaste, never to be charged nor at any other Hilton establishment. Second, got to my room and no ice bucket. Third, the cleaning staff failed to refill the soap in the shower, therefore I had no soap to bathe. Fourth, the hair dryer was missing. Fifth, the soaking tub was broken and would not retain water. I checked in to this hotel with hopes of some relaxation, instead, I felt like I was a member of their service recovery team. I stayed here before, and the experience was not this detrimental. Not sure what has happened, but not impressed. - Response from GM “ Thank you for contacting Hilton’s GA regarding your recent stay at the HGI Las Colinas. I am sorry to hear the several items missing out of your room. We would have loved the opportunity to make it right and correct these issues during your stay. Since we were not made aware of these issues during your stay; we are unable to issue you any refund. We hope to see you again under better conditions.”. - The fact this GM could not hold himself accountable or his staffs accountable is telling. I will not ever stay at a Hilton brand again as their service recovery is sub-par and they really don’t care about the customer experience. - The GM lacks holding himself or his staff accountable. I was fully transparent regarding my stay and made the staff aware of their deficiencies. Sad……."

"We have a wedding to come over Dallas maid 30 rooms reservation some the rooms miss it up. We have to come talking with front desk her name Rosa and one more employee not sure what her . they are very rude I respectfully to our guests. Only one employee very nice polite to us memun she is sweet try to do her best to guests . I want let you I know I am working 27 years working in hotels never see this way talk with guest as Rosa and other employee."

"We had a delightful stay here!! We were there for two nights and had no issues whatsoever. The room, as well as all public areas were clean. Staff was welcoming. The only complaint we had at all, was the lighting in our room. It felt a little dark in the sitting area even with all the available lights on. Other than that, everything was great. Would absolutely stay again!!"