Hilton Garden Inn Grapevine at Silverlake Crossing

When we got to the hotel no rooms were ready. We had to wait which is ok since the bar was open. We got a room about 30 minutes later. Much faster than the family before us who had tried to check in earlier in the morning. No rooms were available. They came back 5 hours later and still had to wait. We were given a room without letting us know it was "accessible". I was then told they didn't have another room and that since I booked thru Hotels.com I got the accessible room and they wouldn't change it. So we get in the room and the lights on the night stand don't work. None of the plugs next to the bed work. They said they would send maintenance. Then the light in the bathroom was flickering nonstop. I went back downstairs and was finally given a different room. None of the ice makers in the building were working so you had to go to the lobby to get ice from the bar or the front desk. The people at the front desk were not very pleasant. They acted like you were putting them out by asking for ice. It was just a very unpleasant stay overall. This is really disappointing as I usually love staying at the Hilton hotel chain. I don't usually write bad reviews. I usually try to stay on the positive side or just not say anything at all. But this stay was just so bad that I wanted to warn others to think twice before staying at this location.

Brought my family up from Austin to see the Thomas the train experience at the grapevine railroad.

Very nice and well maintained property! Parking was a breeze and the location was close to so many fun things. The staff was GREAT! The pool was great for relaxing and shallow enough for all ages. However, take your swimsuit cover! You have to walk through a busy conference center to get to the pool. Business suits vs running kids and old ladies in swimsuits… it was awkward.

The hotel itself is alright, but they gave us the wrong room. It was fairly noisy and there were young children running throughout the building, lobby, and bar until 11 pm. The front desk staff was dismissive, and blamed us for the room error because we booked through expedia. Even though our receipt was clear. The staff said that all bookings need to be done directly through Hilton if you want the room you select. I wouldn't stay with them again and I would not recommend it to someone else.

The Staff is super nice and accommodating. The hotel is overall clean, although, up on arrival to our room I have noticed some human hair around the shower area which were obviously not ours. We stayed for two days and I noticed that the coffee and the coffee cups were not refilled for the second night of our stay, no problem, I went to the lobby and received a coffee pod and cup to take upstairs. Agsin, very nice and accommodating Staff. The only real problem that I encountered was what I deem a false advertising. I booked this hotel specifically because it said that it had a breakfast buffet with a company pictures of a really lavish, elaborate breakfast buffet. I typically choose hotels that do serve breakfast and I have purchased an option with Expedia for a breakfast buffet. Turns out that the pictures on the hotels website where not from that hotel for some reason and the Staff was surprised to hear of a breakfast buffet that I thought I paid for. They said they would bring it up to the hotels manager to have those pictures removed and have the situation resolved. In fact, there is no continental breakfast unless you pay for it. Since I purchased an option of a breakfast buffet with my stay, they honored it and I was able to have a breakfast refunded to me after we have paid for it at their Cafe. Other than that I was really pleased with my stay at the hotel, so was my family.

Nice area and great hotel staff. I was stuck unexpectedly in Texas due to a flight cancellation and had to scramble to get a hotel. The staff was kind and understanding and went above and beyond to help me and my kids. They helped with recommendations of the area, late checkout, simple toiletries.

My children and I had an excellent stay here! We had a small miscommunication about the included breakfast that I paid extra for through Expedia, but the front desk was very helpful and it all worked out great!! The breakfast is not a buffet as mentioned on Expedia but more of a sit down service experience, but the food was exceptional! The room and bathroom were perfect for us as well. Would definitely stay again.