Hilton Garden Inn Dallas Richardson

“Very nice hotel but short staffed at times”

I stayed at this hotel for a few days in October, and overall, it was a very good experience. The room was clean, and it had plenty of supplies (clean towels, TP, shampoo, etc.) The morning coffee was hot and strong, and the restaurant food was delicious. The staff themselves were very friendly a… more

I stayed at this hotel for a few days in October, and overall, it was a very good experience. The room was clean, and it had plenty of supplies (clean towels, TP, shampoo, etc.) The morning coffee was hot and strong, and the restaurant food was delicious. The staff themselves were very friendly and always professional. I really enjoyed my stay at this hotel, and I would rate my stay as 5 stars if it weren’t for their issue with short staffing. I attempted to check into the hotel a little after 5 pm on a Saturday evening. The person working the front desk had to assist another guest with an issue in their room. There was no one else around to assist newly arriving guests. Two more ladies wandered in after me, each looking confused as there was no other staff to seen. I found someone setting up in the bar and was informed that they only have 3 people on staff tonight: the bartender, the chef, and the front desk person. No one was available to check-in the guests at a foreseeably busy time of day. Overall, my wait time was probably only about 15 minutes, but I was first one in line. By the time the front desk personnel had returned to start checking us in, there were 5 other people in the lobby, all waiting to check into their rooms and wondering why we’re being ignored. To be clear, the staff were all very polite and professional, and even provided service with a warm smile. But that must be especially difficult when you’re the only desk person and are looking at a line of angry/impatient guests. Over the course of my stay, I witnessed many occurrences of customers waiting in line for extended periods of time just to purchase something from the store or to ask a question. The staff should be cross trained on the front desk and for making store purchases. It would save a lot of frustration for guests, and I suspect for the staff as well. This property owner is cutting corners which puts undue pressure on the tiny staff they do have. Customers get impatient and frustrated, yet the staff is doing their best. They are a barebone team of 3 on a Saturday night in a hotel with at least 100 rooms. It’s just not enough staff. Do better, Hilton property owner. You can afford at LEAST one more employee per shift – train that person as a floater, someone able to assist in several areas of the hotel’s needs.

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