I would like to start this review by acknowledging that the other reviewers were absolutely correct in notating that the front desk staff is far from being hospitable or exhibiting anywhere near good customer service. I am shocked that this has been mentioned before and has not been addressed.
To that note, let me mention that (Allison--the exception) restored some of my hopes of a having a pleasant experience. She really proved to put the customer’s needs first. Unfortunately, her counterparts not so much! Hotel management should really understand that the front desk staff plays a detrimental role in setting the tone for the start of your trip. In my opinion, only the best attitudes/personnel should be in that role.
I requested an early check-in and unfortunately that was not granted. However, part of this problem was the fact that I had an idea of what room and floor I wanted (so I did not mind the wait).
Also, like I do when traveling to a destination hotel, I have my swim attire accessible and hang out at the pool area until they’re ready.
Customer Service throughout the hotel restaurant areas was good; I dined onsite for breakfast, lunch and dinner and the staff was amazing. The executive chef even prepared omelet @ breakfast, which was pretty cool.
Pool: The pool was amazing to look at and although the hotel had a high occupancy, it was still enough loungers and seating for everyone.
Ok, I am from Texas and I know that we have scorching summers but the pool was soooo cold it literally felt like an ice box! More adults took refuge in the Jacuzzi on a Texas summer day. IJS, there really should be something done about the temperature of the pool water. What good is a beautiful pool…if it can’t be enjoyed?
Also, I have traveled to many beaches and I’ve never seen or been bit by more ants in my life. Please invest in an environmentally safe product to protect your guests while enjoying your pool and outdoor areas. Let’s be clear…the staff at the pool do not want to be there and it really shows! The pool drinks were awful! I walked to the bar during one of my drink purchases and caught the bartender pouring in an (inferior liquor) in my drink; while the drink description stated a (premium liquor). I was so appalled that this was being done that I ordered the rest of my drinks at the bar so that I could watch. No fun...when there is pool service being offered! Days like that, I wish that I drunk something off tap.
Also, it was so good not to hear the tradition pool music ie: techno/electronic/house mix. So, I must mention the coolest, hippest, keyboardist ever…Jimi Watusi!! He played live music at the pool late afternoon and it was such a pleasant surprise! I am an iPod girl and even I must admit I enjoyed hearing him play.
The room was nice and clean and offered a spectacular view of the lake (which is what it’s all about)! The bathroom is pretty compact as the door, while open rests against the tub. The lighted mirror in the bathroom did not work. I also killed some type of insect in the bathroom; see earlier comment regarding their need to spray for insects. However, to be reasonable, my queen room had a balcony so it could have traveled from there.
All in all, this is an average, smaller Hilton Hotel. With some improvements to pool staff and front desk customer service and not to mention...training your bartenders to mix and/or bartend…this hotel would have so much going for it. Right now "the view" is the only thing worth paying for!
HONESTLY, if you are not coming here for the view….I seriously suggest looking elsewhere.
- 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