Hampton Inn & Suites Dallas-DFW Airport North-Grapevine

Decent property but incredibly awful management. I’ll start off with the info about the property. We’ve stayed at many Hampton inns, as far as the property itself goes this is probably middle of the pack. Breakfast is as expected (and the Texas shaped waffle irons are fun), rooms are as more or less as expected. Everything worked, the bathrooms and bedding were as expected, rooms were reasonably spacious, but this is not a newer property, the carpets in the rooms could use a good steam cleaning, and the drains were slow. The location is very convenient to the airport, there’s lots of parking, and overall under normal situations it would have been a very average experience all around. Where this Hampton Inn stood out in such a negative way was in the way they handled the adverse situation of having their computer systems out due to the major Crowdstrike / Microsoft outage. I literally don’t think they could have done a poorer job of it. My family (5 adults, 2 rooms) were due to arrive on Friday, July 27 and check out on Sunday. My wife is a Hilton diamond member and had checked into the rooms early on Friday (before our flights), selecting rooms for check-in on the national website. So we thought we were ok. My wife and I had serious issues with our flights and didn’t make it until Saturday morning (around 8AM). My adult sons got to the hotel late Friday night (more or less as scheduled at around 11:30PM), and tried to get into their room. They had ID, and an image of their Mom’s ID and a confirmation of the reservation (but they didn’t know what room number their mom had checked into online). Despite this, they were told by the lone employee at the desk that he couldn’t give them a room because they didn’t have evidence of the room she had booked (or some such nonsense). He told them they needed to call Hilton national to get information and was remarkably unhelpful. When they couldn’t get through he said they needed to purchase a different room. The national website said the hotel was sold out. He still didn’t get them into the room. After 45 minutes - around 12:15AM - and after being continually badgered by my sons, he eventually relented and got them into a room. Well done, great customer service. My wife and I arrived at around 8AM Saturday. There was one woman working the desk. We expected we would just be able to get into our room, since we had paid for Friday night. Turns out that the hotel had given our room away. We asked for a different room. The woman gave us a key to a room, but when we went there we found out it was occupied! We went back to the desk, asked for an unoccupied room. We then learned that the front desk staff had ZERO idea which rooms were occupied and which weren’t. They were managing things with a manual, handwritten list that wasn’t organized in any way. We also found out that she had tried calling her manager for help but couldn’t get through. Eventually, after one room freed up as someone checked in, she had the housekeeping staff clean it and about 9:20 or so, we finally got into a room. There were other issues I won’t detail. But this was atrocious; I know that the system outages hit all Hilton hotels hard and they lost many of their systems. But we had stayed at a Hilton property the night before (Homewood Suites in Pittsburgh near the airport as we had a layover there), and they managed to get us into a room instantly, with no issues, despite not having their systems, as they had a much more organized way of handling the outage. Throughout our stay, things didn’t get better. They got zero control of their inventory, had no idea of comings and goings, and overall made the worst of a less than ideal situation.

Thank you Kesonde and Teddy! Big thanks to Manager Kesinde and Driver Teddy! My wife had some troubles with the reservation through Booking.com, and Kesonde came back to work to sort it out. Great service! Teddy the Shuttle Driver carried her bags inside the DFW Airport Terminal and escorted her all the way to the check in counters! Very much appreciated! You were so helpful, thanks!

A good 6 hours sleep. Late, late arrival at DFW but check-in was hassle-free. Cab ride was a rip-off at midnight but no hotel shutte was running at that hour. Room was quiet and clean. The usual good breakfast was welcome, and shuttle did take us back to DFW. Would stay here again since it was a nice Hampton and close (8 minutes) from DFW.

LA Mardi Gras Krewe meets TX Hamptonality This year, our annual mystery bus trip for our Mardi Gras Krewe, Krewe of Cosmos out of Sulphur, LA traveled to Grapevine, TX. We were welcomed with the warmest Texas hospitality ever! The hotel decorated the lobby with our crest, a colorful balloon arch, had beads and candy gift boxes for the guests and served us cookies and bottled water during our check in process which was speedy and well organized. We occupied 28 guest rooms which were so clean and comfortable. The complimentary breakfast satisfied hungry guests with amazing service. The hotel shuttle was so friendly and accommodating to guests visiting without their own transportation. As Trip chairperson I worked with Grace and Mica and together they made this accommodation one of our best ever. Their kindness and concern for our group did not go unnoticed. Thanks to all the friendly staff. We hope to be back soon. Mary Jane Field Trip Chairperson Sulphur, LA

Doesn’t get better. Best beds and accommodations - clean, comfortable! Shuttle to downtown areas is so convenient. (Dooley is the b.e.s.t. driver ever!) Staff is courteous, helpful. We absolutely loved our stay. If/when we return we will look here first.