Hilton Garden Inn Dallas/Arlington in Arlington, TX

My wife purchased this stay 4 months prior for us to attend a Dallas Cowboys Football game for my birthday. She reserved a Junior King Suite. Thought that would be special for the occasion and since it was my birthday. When we arrived at the hotel, we were greeted by the Desk Supervisor Chandler W. She gave us our room keys and we proceeded to our room. When we opened the room, we noticed that this was a two-queen bed standard room. We immediately went back to the front desk thinking they had made a mistake. Back at the front desk we were told, by Chandler, they had to make a change since there were no Junior suites available at this time. Chandler stated the change was made thinking we required two rooms because we had children. Interesting since when we made our reservation 4 months in advance for 2 adults. Chandler stated that the Junior Suite was not available and sold out. Chandler offered us breakfast, $50 in points, a room changed to a suite after the second night. None of this was beneficial to us and we were only staying 3 nights. Chandler stated that we can find another hotel, knowing it was game weekend along with a concert in the area. Since this was obviously a scheduling mistake, on her part as the Desk Supervisor, we asked to be upgraded and were told that there were no upgrades available, only a King room with City View. Not a suite. On our arrival, Chandler never informed us of this change. Basically, changed it without notification. After approximately an hour or so, we were placed in that King room with a City View. As a result, we missed our dinner reservation. Realizing this was a downgrade, we needed to move on and handle this later. The King room with City View compared to a Junior Suite was approximately $60 per night difference. We were told that we would also receive points for our stay but have seen nothing. When we challenged this, the supervisor told our travel agency that they gave us a King Suite and we were happy. That was definitely not the case, and I can only think that she lied to us and the travel agency also. In closing, this is unacceptable to treat a Hilton Honors customer or any customer in this manner. Chandler W. performed poorly with over scheduling and handling the situation. She put us on the defensive with her comments like stating that we can find another hotel. I am a Hilton Honors member, maybe not the highest reservation, stay style member but have always chosen Hilton above others. I have never been made to feel this way by a Hilton Associate and would like to think that this type of review would influence how Chandler W. treats her customers.

Everything was nice and clean, breakfast was really good, grits was gooooddddd. We arrived right after breakfast was done, and this nice guy, Marshall, made sure we got a breakfast sandwich. I had low expectations, but it came out and was amazing!! I have no complaints

I'm a frequent traveler, and I will often rate hotels but I rarely write reviews. The normal expectations (cleanliness, location, comfort, etc.) are well above average. The people make the difference. Melissa, Alex, and the rest of the staff have been fantastic! A hotel is a temporary home, and they make it feel that way.

Melissa is a fantastic person to be front facing in her role servicing guests at the hotel. Hard to find the quality of employee thatMelissa is. She has a great personality and it is very apparent in her approach to great customer service! Gem!

The dining in the hotel was great. The people were great. My breakfast was great thanks to Marshall and Mechelle. We enjoyed ourselves..........................................................................................