Hotel Embassy Suites by Hilton di Irving

This review comes from a hospitality property owner/operator who has seen both sides of the guest/management experience. We booked a one night stay at this property prior to flying out of DFW the next morning. When we arrived, the room we had requested through Hiltons website was having repairs to the cable tv so we accepted a different room. The room seemed chilly-the outdoor temps were in the 40s. We adjusted the thermostat with no results. After giving the system an hour to adjust, we called the front desk. They sent a maintenance man to check. His instruments showed a temp of 67 degrees, however a little banging around, he said he thought it was working and left. Nothing changed. We turned the thermostat to 80 degrees-the highest it would go-but magically the room temp stayed at exactly 67 degrees. We went down to the front desk and asked to be moved. The clerk went to the back for a few minutes and came back to tell us they were full and had no other rooms available. But he was sending maintenance back up to check on it. Oh—and they would send a couple of blankets. We decided to visit the managers reception while maintenance worked in our room. While there, we noticed several groups of men coming in together. All were in work clothes and sweatshirts. The atrium was even chillier than our room so we left to go back upstairs. We ordered room service which was a very pleasant experience and excellent service. When it was delivered, we commented about how chilly the hotel is and she said, “yes, the guys complain when we turn up the heat”. Bottom line? This hotel caters to corporate contract guests and has their systems governed to their desires with no leeway for individual room controls. There were other maintenance issues not mentioned here. Second conclusion? They were not full as I checked availability and they had vacancies. Another room would not have solved our problem since all systems must be governed to the hotels parameters. So, if you choose to stay here, ask for the contract price because that’s the service you will get.

The front desk was very slow. Only one lady,she talked over the phone while putting me on hold for 5 minutes. I was the only guest in wait that time. The hotel is new and clean.