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“Rooms not cleaned 2 days in a row”

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Hilton Dallas / Rockwall Lakefront
Ranked #1 of 7 Hotels in Rockwall
Certificate of Excellence
Richmond, IN
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
“Rooms not cleaned 2 days in a row”
Reviewed January 9, 2013

We stayed at the Hilton Rockwall for 4 nights during Christmas. Two days in a row our room was not cleaned. We returned to our room about 10 PM to discover we had no clean towels, no clean coffee cups and no coffee for the next morning. The first night, the hotel sent up Housekeeping to bring these items to us and to take away the dirty towels. They assured us the room would be cleaned the next day. It was not. Again we had to wait up for Housekeeping to
come buy and "refresh" our room.
Also, both nights, our room key card did not work. We had to walk down to the desk to get a new one. When asked about this, the clerk argued with me both nights that they did not have a credit card on file. We knew we had given them the card when we checked in, so that means we had to give them our credit card for 3 nights in a row.
I can understand that mistakes happen, but never did anyone apologize for the inconvenience or oversights. The staff is very young and seemed uncaring. The day we left I asked to talk to the manager. After telling her about our disappointment, she also did not apologize until I told her she should.
We stay at many Hiltons and are rewards members. This hotel does not live up to standard of service for which Hilton is known.

  • Stayed December 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
1 Thank marion426
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HiltonRockwallMNGR, Guest Relations Manager at Hilton Dallas / Rockwall Lakefront, responded to this review, January 11, 2013
Thank you for your feedback of your recent stay with us. We understand that you were not satisfied with the cleanliness of your guest room, and we are deeply disappointed by that. We sincerely apologize for this and assure you that the comfort and satisfaction of our guests is of great importance to us. Thank you again; we appreciate your honest feedback.
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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (167)
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Rockwall
Level Contributor
10 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed January 1, 2013

The rooms are nice and they should be for what you pay. Unfortunately, you can hear any and all noise coming from hallway. I woke up several times from people talking as they passed my room. The food in the restaurant(Mistra) is average. I expect better food from Hilton. I was there for new years night and the food was disappointing and for $50 a plate. I would not eat at the hotel as there are excellent restaurants nearby. Overall, I was not awed or impressed with my stay.

Room Tip: If you are wanting a room with a tub make sure to make that request. Some rooms on second floor ope...
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  • Stayed December 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Jesse G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HiltonRockwallMNGR, Guest Relations Manager at Hilton Dallas / Rockwall Lakefront, responded to this review, January 8, 2013
We sincerely apologize for the noise issue you encountered during your stay. Your comfort and safety is our number one concern and we appreciate you bringing this to our attention. Your review will assist us in correcting these issues in the future. We hope that the next time you are in the area you will consider staying with us again. Thank you.
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texas
Level Contributor
143 reviews
52 hotel reviews
common_n_hotel_reviews_1bd8 56 helpful votes
Reviewed December 20, 2012

We love staying here. It is just so nice. The staff is so attentive. The rooms are so clean and well kept. The beds are so comfortable. The restaurant has very good food. It is pricey, but no more than other upscale hotels.

Room Tip: A lake side room is very nice.
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  • Stayed December 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank retiredlady07
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HiltonRockwallMNGR, Guest Relations Manager at Hilton Dallas / Rockwall Lakefront, responded to this review, December 26, 2012
Thank you for your review! I see that you travel frequently and I am glad that you enjoyed our hotel in Rockwall. Happy travels! We hope to see you again soon.
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Woodland Hills, California, United States
Level Contributor
4 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed December 18, 2012

My husband and I stayed in a suite with other family members in other rooms of the hotel for the days leading up to our wedding. Most of our group stayed on the lakeside of the hotel with lovely views out onto the pool, a grassy area, and the lake. You get a little of the highway in the lake view but it doesn't obstruct it.
My grandmother did request a lake view room in advance (she was staying for 18 days) and had to speak with the manager before getting on the side she wanted which took down my opinion of the staff and service. Overall however, everyone had a lovely time. My new mother-in-law even had to have the lock on her door replaced(!) because she stuck the keycard down so far it wouldn't come out... and they barely batted an eye.
A lovely property surrounded by restaurants and the lake, it would be a great place to stay for a weekend with kids or a getaway.

Room Tip: Definitely recommend requesting a lake-view room!
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  • Stayed October 2012, traveled with family
    • Value
    • Location
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Helpful?
1 Thank Lauren P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HiltonRockwallMNGR, Guest Relations Manager at Hilton Dallas / Rockwall Lakefront, responded to this review, December 20, 2012
Thank you for choosing to stay with us! We are glad that you enjoyed the beautiful views and that we were able to accommodate your grandmother. We look forward to seeing you again the next time you are in Rockwall!
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Marshall, Texas
Level Contributor
16 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 24 helpful votes
Reviewed November 28, 2012

This hotel is by far the best place to stay in Rockwall, well worth the money. The bed was comfortable, if a bit soft for my husband's and my taste. The staff, with the exception of the professionalism of some of the Starbuck's early morning crew, was courteous and well on par with the facility. Extra kudos to the front desk, maid service and bar staff. Parking was fine. We had a king room with an exceptional view. My only negetive comment would be though the room was well appointed it seemed a tad small. The noise level on a busy holiday weekend was amazingly quiet. The only time we heard anything was the morning we checked out!

Room Tip: Lakeview a must!
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  • Stayed November 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
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Helpful?
Thank PDLTex
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Houston, Texas
Level Contributor
13 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed November 23, 2012

7 year old son is a very picky eater who truly enjoyed the breakfast buffet provided by hotel the morning before his x country race in the running community of rockwall texas. hotel sits in a pristine location along the lake . not much more than you can ask for in a hotel when security comfort and convenience are present

  • Stayed November 2012, traveled with family
    • Value
    • Location
    • Cleanliness
    • Service
Helpful?
Thank cash808
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HiltonRockwallMNGR, Guest Relations Manager at Hilton Dallas / Rockwall Lakefront, responded to this review, December 20, 2012
Thank you for your feedback and we are glad your son enjoyed our wonderful breakfast buffet! We hope to see you and your family back at the hotel soon.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Sheboygan Falls, WI
Level Contributor
17 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed November 1, 2012

Very attractive property. Staff is responsive and friendly. Great physical setting. Meeting facilities are very good.

Stayed three nights recently while on business. Room HVAC controls are frustrating and NOT at all user friendly. Punching buttons often results in no observable results, or "mystery messages" consisting of indecipherable word abbreviations. Thought I set the thermostat to 67 degrees for comfortable sleeping. Woke up in the middle of the night to the heating system chugging along at 73.5 degrees!

So... punch a couple of buttons and take your chances. More likely then not, you will get a random number. Glad the thermostat didn't go up to 100 degrees.

Who ever picked that thermostat for guest rooms is an idiot.

  • Stayed October 2012, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Albert A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HiltonRockwallMNGR, Guest Relations Manager at Hilton Dallas / Rockwall Lakefront, responded to this review, November 5, 2012
Thank you for taking the time to share this important feedback. We are sorry we were not able to provide you with the good night’s rest you deserve. As part of Hilton’s energy efficiency initiative, we do program our thermostats to hold a temperature between 66-78 degrees. This can be adjusted based upon a guests preference and we will be glad to make the change on your next visit. Thank you again for choosing the Hilton Dallas/ Rockwall Lakefront.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Hilton Dallas / Rockwall Lakefront

Property: Hilton Dallas / Rockwall Lakefront
Address: 2055 Summer Lee Dr, Rockwall, TX 75032-5499 (Formerly Hilton Bella Harbor on Lake Ray Hubbard Dallas / Rockwall)
Phone Number:
Location: United States > Texas > Rockwall
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Parking Restaurant Room Service Swimming Pool Wheelchair access
Hotel Style:
Ranked #1 of 7 Hotels in Rockwall
Price Range (Based on Average Rates): $$
Hotel Class:3.5 star — Hilton Dallas / Rockwall Lakefront 3.5*
Number of rooms: 231
Official Description (provided by the hotel):
Located 22-miles east of downtown Dallas, nestled in the exclusive lakeside community of Rockwall, the AAA Four Diamond Hilton Dallas/Rockwall Lakefront hotel is a spectacular waterfront destination. The hotel is situated in The Harbor Rockwall, a breathtaking Mediterranean-inspired boardwalk development offering gorgeous lake views and stunning sunsets with the glittery Dallas skyline as a backdrop. Our hotel in Rockwall features 231 serene guestrooms, many with lake views, including 16 lakefront suites. Unwind poolside with a cocktail at our poolside bar, Splash with a Twist, grab a bite in the Galley Gift Shop and Internet Cafe featuring Starbucks® coffee or curl up with a best-seller in the library. Prefer something livelier? Savor exceptional wine while enjoying the view of Lake Ray Hubbard in C&B Scene Bar, followed by an unforgettable meal in Mistra, our casual dining restaurant serving culinary creations with Northern Italian flair. Take a stroll along the boardwalk with fine shopping, splendid dining options, spa and movie theatre or listen to a concert under the stars at the amphitheatre along the waterfront. With our lakefront location you can experience the waters of Lake Ray Hubbard learn how to Sail With Scott (a 40ft Catamaran excursion), take a fishing excursion or rent a boat or jet-ski for the day. After enjoying the lake, try a round of golf at Buffalo Creek, one of the award-winning golf courses nearby. Nowhere else in North Texas will you find a destination that has so much to offer for meetings, events or just a little rest and relaxation! ... more   less 
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Also Known As:
Hilton Bella Harbor On Lake Ray Hubbard Dallas / Rockwall Hotel Rockwall
Hilton Rockwall
Hilton Dallas Rockwall
Rockwall Hilton

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