The Highland Dallas, Curio Collection by Hilton

Reviews

• FT

  frank taylor

  1 day ago
  5.0
  I had an issue with my key card and Sabrina was on it. Truly the definition of customer service. She sent josh out to help and we’re all good. Avery at check in was super nice and the restaurant was top notch. Diana at the restaurant was awesome. I’m in my comfy bed positing this and very happy my company chose to put us up here
• KT

  K T

  Nov 16, 2025
  1.0
  I cannot believe a “4-star” hotel would have such a rude, disrespectful person working their valet service. My husband and I were trying to hand off our car to the valet yesterday and the man at the valet stand made it clear he had no intention of being helpful. He barely wanted to look at us. It’s a shame this was our first point of contact at a place that should be known for hospitality. It does not make me want to do business here.
• MC

  Mike Casey

  Nov 10, 2025
  1.0
  I stayed at this hotel in Mid-October 2025 for one night. I am a Lifetime Hilton Diamond member. Because of the shutdown chaos, my flight was delayed so i asked for a late checkout of 12:30 (not crazy or unreasonable). I was told that i could stay until 12:30 for $50. The front desk was unsympathetic and unappreciative of how often I stay at Hilton. No compromise. I checked out. Later I found out my flight was cancelled so I stayed at a competitor hotel. Sent an email to the General Manager. Never received a response until I sent a reminder email 20 days later. Got a dismissive email from the Front Desk Manager saying that he was backing up the decision of his front desk. Rooms are nice. Location is good. Perhaps you won't have any issue or need any special attention. That's when you will likely run into the customer service culture at this hotel that places "winning" a conflict over taking care of a customer with a minor need. Any response from the hotel to the contrary can be disputed with multiple emails and texts supporting my case.
• MC

  Molly Crow

  Oct 24, 2025
  1.0
  Extremely disappointed in the shady practices of this hotel! I made a reservation through a third-party travel site, and prepaid for my room almost a month before my stay. Upon checking in, I was asked how I had made a reservation, I informed them it was through a third-party site But was not told that there was any issue with my reservation. Was asked for my credit card for incidental charges only, which I provided. Two weeks later, I opened my American Express statement to realize they had charged me more than double what I had paid for my reservation, meaning that I had now paid for the room twice. Contacted the hotel, who was no help trying to resolve the situation. Contacted the third-party site, which was no help with the situation. Contacted American Express who gave me an escalated contact information for the third-party site. The third-party site refunded me what I had paid them because they said the hotel refused to give me a refund because they had created a new reservation for me when I checked in. I appreciate a refund, it is half of what my refund should have been. So instead of paying $375 for the room I paid over 700 absolutely horrific customer service.
• KM

  Katie M

  Oct 23, 2025
  1.0
  Beautiful hotel, disappointing service I stayed here Monday night for a work trip, and while the property is absolutely stunning — modern, clean, and beautifully designed — the service didn’t match the setting. When I checked in early, my room was ready (a nice surprise) and the front desk agent was friendly. We had three rooms under my boss’s name, and mine had my name attached as a secondary guest. The agent told me I had a $30 food & beverage credit because my boss is a Gold member. I’m actually a Diamond member (gifted through my sister, who stays with Hilton nearly 200 nights a year), so I’m familiar with the perks and thought $30 seemed high. I asked twice to confirm, and she reassured me it was correct — usable in the market or minibar, and could be split between purchases. I hadn’t eaten lunch yet, so I grabbed a salami-and-cheese snack ($12) and popcorn ($4) from the market. Later that evening, I tried ordering room service around 9:30 PM, but no one answered. The front desk said the restaurant was busy and would call me back — they never did. After waiting 15 minutes, I went back to the market for another snack and a soda ($16 total). That put me around $32 total, which was fine since it was only $2 over the supposed $30 credit. The next morning, housekeeping knocked on my door around 8:45 AM asking to clean — despite checkout being at noon. Not a big deal, but disruptive and unnecessary that early. Breakfast also missed the mark. We were seated quickly and given water, but it took 14 minutes before anyone took our order. It was moderately busy, not packed. When the food arrived, a manager dropped it off. We asked for salt, pepper, and preserves — she returned with preserves, and when reminded about the S&P, snapped, “It’s on the complete other side of the restaurant.” Oddly defensive. Also, why isn’t salt and pepper on the tables? Breakfast for two (just avocado toast) took over an hour. At checkout, more issues. I noticed a $35 restaurant charge that wasn’t mine. The front desk said the restaurant only verifies last names, not room numbers — a huge oversight. I asked them to move the charge to one of the other rooms in our group. Then I saw I’d been billed for three of the salami-and-cheese snacks even though I’d only bought two. The agent agreed and removed a $24 charge, but when she reprinted my folio, my “$30 credit” only applied as $4.33 and $10.67 — totaling just $15, despite confirming it three times the day before. My Uber had arrived, so I had to let it go. Later that day, I realized I’d left my white sweatshirt on the bed. I called right away; the first front desk associate was kind, took my info, and said he’d check with housekeeping and call me back. No one ever did. The next day, I called back to check in and another associate immediately got short with me, saying I “should’ve filled out the online form.” I explained no one mentioned that before. He rattled off the website quickly, then ended the call. I googled the Hilton Lost & Found site myself, found the link, and tried to submit the form — but it immediately asked for a “client identification number,” which I had no idea how to obtain. At that point, I gave up and counted the sweatshirt as a loss. The process was confusing and unhelpful from start to finish. I worked for Four Seasons for years, so I know what good service looks like — and none of these issues are difficult to fix. Each one was avoidable: poor communication, incorrect charges, lack of follow-through, and dismissive interactions. It’s a shame because the hotel itself is gorgeous, but the guest experience simply doesn’t meet the standard the property deserves.

Frequently Asked Questions About The Highland Dallas, Curio Collection by Hilton