EMBASSY SUITES DALLAS,DFW INTE

We were to have a business conference in September 2026 at this property, booked and signed paperwork in November 2025 everything was great at that time. Paid the deposit and started planning away. Fast forward to April-May 2026 can't get a hold of anyone in the sales department at the property over a few week, finally touched base with the new sales person and found out there had been numerous between our signing and May. We were on a good path at that time and I asked about our payments...nothing had been taken since the deposit. Told numerous times that an ACH form would be sent but nothing. Cue the end of June 2026 when all chaos broke loose, the booking link was completely dead and we were told it was a technical issue that they were working on with Hilton. Called and emailed my contacts at the property but they went unanswered. Shortly after the 4th of July holiday I discovered that my sales contacts at the property were no longer employed there and calls went unanswered at the property again. We ended up booking the conference elsewhere after all of this. The lack of communication from the property and Hilton really made this a worse situation. I feel that we dodged a bullet and we'll go on to have an amazing conference elsewhere.

Our experience at the Embassy Suites Dallas DFW Airport South was absolutely unacceptable. We had five families in five rooms from July 19–22. At check-in, our room was outdated and dingy. The bathroom door was literally rotting and missing pieces along the bottom, the couch and chair were wet, the balcony was awful, and the body-wash dispenser had been removed from the shower wall. The next morning, we were suddenly told the hotel was no longer an Embassy Suites and instructed to complete a Google Form to “secure” rooms we had already reserved through Hilton. Hilton never notified us about this change. Employees gave us conflicting information, with some saying we might not have rooms after 4:00 p.m. A manager eventually assured us that our rooms were secure, so we left for our scheduled event. When we returned a few hours later, the hotel had no air conditioning. This affected all five rooms, spread from the second floor through the seventh floor. Management said it would not be fixed that day and that we could simply check out without being charged for Monday. Five families were forced to pack everything, leave, and find another hotel with virtually no notice. Calls to Hilton accomplished nothing, and neither Hilton nor management offered meaningful help relocating us. I do want to recognize the lady working the front desk when we checked out. She was understanding, professional, and provided great customer service despite the absolute mess she had been handed. This situation was clearly beyond her control, and she handled it as well as anyone could have under the circumstances. I have been a Hilton Honors member since 2010 and previously held Diamond status. I have never experienced anything this chaotic or disappointing at a Hilton property. The poor room conditions were unacceptable, but failing to notify guests about a major change in the hotel’s status—and then leaving five families without air conditioning in Texas in July—was beyond ridiculous. I strongly recommend avoiding this property.

Overall, the hotel looks very nice from the outside, and I think the common areas inside are fine. However, the rooms are in very poor condition. We found torn curtains, the shower tub was in very bad shape, and above the tub on the ceiling there was a visible pipe that was constantly leaking. The sofa bed was the worst; the mattress was in very bad condition and you could feel the springs. The internet was very unreliable; we had to reconnect constantly. The best thing about the hotel was the breakfast, which was very good quality and served by very attentive staff.