The Highland Dallas

Absolutely terrible service. The checkin process was miserable. They have antiquated processes that basically left me in a position where the guy at the front desk was ready to have me sleep on the street instead of give me my room using the card on file because it was not physically present. Literally the guy at the front counter was ready to send me out into the street at 10:30pm on Sunday night in a town I don’t know because of this. Then after not being able to check in using that card and them stating they need a special form filled out to use that card, which was never filled out, they STILL used that card. So I couldnt check in with it, they never got the authorization to use it and yet they still used it. If you were willing to send me out into the streets over it not being physically present then you cannot use it - especially when you don’t have the form you said your organization has to have to use it. I want a refund immediately

Checked in last night with my 6 year old. Staff was less than friendly, $55 to valet my car, no help with luggage, and I asked for extra towels this morning and an hour later still don’t have them. Won’t be coming here again. I think you’d have better service at a 3 star hotel.

The hotel was very chic. The service was excellent, and the room was squeaky clean. The room had a very cool bar, but you would get sticker shock over the prices. The pool area was magnificent. It was also squeaky clean, as a suggestion, somebody dropped the ball on the landscaping and could’ve tended to it much better. The food in the restaurant was delicious that the lady who waited on us was very inattentive however, we got a different waiter who was on the ball.

It was fine. Almost everything was exactly what you would expect. However the rooms are not set up well. I was in a pretty standard double queen room. I was in the '08s (308, 408, etc etc). The desk specifically was configured in a weird part of the room that literally had no access to any of the power plugs. Ok so what is the point of putting the desk there? I cant plug in my phone or laptop or anything. Closest plug was farther away that was the length of my power cord, halfway around the room. If you want to plug in, you basically have to be on the same side of the room as the bed, which, of course, has no desk. The hotel was overall fine but this soured my impression on the whole experience. It demonstrates basic poor judgment. Poor room design destroys value with each guest stay. And if they screwed up something as simple of desk/power plug placement, then what else did they screw up?

My experience at this Hilton hotel in Dallas was extremely disappointing and well below the standards I expect from the Hilton brand. When my granddaughter and I arrived, we had to wait more than 30 minutes before we were finally given a room. Even after the long wait, it was not the room type I had reserved. What was even more upsetting was the behavior of the front desk employee. While helping us, the employee made negative comments about us in Spanish, apparently assuming we would not understand. I am fluent in Spanish, so I understood everything that was said. It was disrespectful, unprofessional, and completely unacceptable customer service. Throughout the stay, the level of service continued to fall short of Hilton’s reputation. The experience lacked the professionalism, courtesy, and attention to guests that I have always associated with Hilton hotels. To add to the disappointment, I later learned that Hilton Honors points are not awarded for reservations made through third-party booking sites. While I understand this may be company policy, it was an unpleasant surprise that made an already poor experience even more frustrating. Overall, this stay left me feeling disrespected and undervalued as a guest. I have stayed at many Hilton properties over the years and have generally had positive experiences, which made this one especially disappointing. I hope hotel management takes these concerns seriously, addresses the customer service issues at the front desk, and provides additional training to ensure future guests are treated with the respect and professionalism they deserve.