Hilton Hotels in Southlake

We chose this hotel last night because we like Cambria’s and it was barely off route. It is hard to find even running 2 different navigation systems. Upon entering it was very nice. The night audit gentleman was very nice and reassured us that the noisy wedding party could not be heard from our room and this was true. Walking down the hall we noticed every door was scratched horribly and in dire need of paint. Upon entering the room it was well put together and clean. The bathroom on the other hand was void of any bath towels, needed better cleaning there was long dark hair in the corners, the wall had toothpaste spray all over it the picture on the wall had unknown spray all over it and the chrome bar under the sink had a variety of foreign spots all over it. I cleaned what we would be touching with alcohol wipes I had to get by. The bed was extremely comfortable and the room was nice and quiet. I feel that during a pandemic the cleanliness of the rooms should be top priority. Especially in a bathroom. Otherwise it was a nice experience.

Another review of this excellent hotel. Consistently outstanding from check-in to the property. Friendly and professional staff. Enclave suite is fabulous and great for at least four people. Has two full bathrooms, separate bedroom, and a patio with a large dining table and seating. The overall space is very well done and quiet. Breakfast was very good and reasonably priced.

Upon check-in I was updated with a completely different room yet charged full price for a room that was far more expensive than just a Standard king size room due to their deluxe king rooms being unavailable for construction or whatever. To offset the price they offered us to free breakfast vouchers but then charge for one breakfast that was never purchased. Upon disputing this because we were to check out a day later instead we chose to check out early due to lack of towels lack of the AC working efficiently lack of anyone at the front desk multiple attempts were made. Then to call to dispute this transaction and get charged correctly for what actually I was provided with as in a room I was told not only do they do the holds for incidentals, which get reimbursed but almost 200 more in charges that were not made is not acceptable. I was being charged pretty much for using a compensation breakfast voucher that should’ve compensated $80-$90 dollar difference in room rates. Which then was charged for using the voucher, omg! The lack of respectful attention to this detail and also finding it OK to provide free breakfasts than charge if a voucher was used to make up a difference that really makes me upset and I’ve read other reviews where this is happened secondly to not be able to fix something as far as the rate goes when you’re advertising a room that is not available but yet you’ve already collected the money no unacceptable and then when called because we weren’t able to check out a day early there was nobody upfront multiple times, yet I was asked did I contact anyone which I did and now still here I am disputing this place is nicely decorated in the lobby, Horrible pillows horrible A/C, horrible customer service and lack of staff available. I will never stay here which is very sad due to the fact I have always in the past well I have people in town regularly for business would I ever put them in a place like this this place deserves below zero and the way the girl at the front desk spoke to me shouldn’t have a job there. Especially when I was there by noon actually prior to that by 10:30am Made multiple attempts to go up to the front desk to get this resolved due to the charge I saw on my card which was far more than just the $50 dollars a day holds, and the room charges at a rate that I literally should NOT been charged for DUE TO THE LACK OF ROOM THEY ADVERTISE ON WEBSITE AND THIRD PARTY WEBSITES. With that being said offering vouchers was a nice gesture but then going and charging for a breakfast when one voucher was used for a cup coffee and some fruit really?! I even returned at 3 o’clock thinking someone would be available and housekeeping was then in the room so let’s see what their engineer comes up with but I recommend no one stays at this place rude employees, and lack of respect