Looked pretty, but had some issues ....
Posted Aug 16, 2016
Well, it was so beautiful from the outside and inside, but I had a few issues. When I went to enter my room, the green light came on but I couldn't open the door. I went downstairs to the front desk and told them, they said sometimes the doors stick and lock on their own and sent an engineer up to open my door. Turns out it was just stuck and he had to slam his shoulder into it to open it. I'm not sure why they just didn't give me another room. My next issue was that I was not able to adjust the thermostat at all. I was too tired to wait for another service person so I just let that one go. Next, I hung my breakfast room service order on the door at 11pm and breakfast never came the next morning. I opened the door and the order sign was still hanging there, even though it said they would be picked up by 2am. Last and worst - the water when I ran the sink to brunch my teeth was brown. I even took a picture of it, it was that bad. So, I opted not to shower because of that. Glad I only stayed one night.
Comment from Hotel Management
Sep 3, 2016 by Hilton Rockwall, Hotel Management
Thank you for sharing your feedback, Sarah. We are genuinely sorry for the maintenance and service issues encountered during your stay. We've asked our housekeeping team to report any doors that are sticking so that we can address and correct the issue proactively. Please accept our apologies for the discoloration of the water. We had to perform an emergency pipe repair which meant turning off the hot water for several hours. When it was turned back on, it led to the discoloration of the water for a short time. Again, we are very sorry for your experience and we would love you to give us an opportunity to make it right in the future.