“My wife and I drove from Phoenix to Dallas yesterday. We booked four nights at the Hilton Canopy because it located near some friends. I used the Hilton website to book the room (confirmation attached). After driving for 15.5 hours, we arrived just after midnight. I went inside to check in. A woman named Marla was at the front desk and asked for my reservation information, which I gave her. She then proceeded to tell me that my reservation had been cancelled. I told her that there must have been a mistake because I didn’t receive any notifications from the hotel other than my reservation confirmation (proof attached). She said that a $1 charge on my credit card didn’t go through so my reservation was terminated. I told her that I had the credit card that I used to book the room in front of me and she could run the card now. She said that I needed to be smarter about making my reservations and input a correct credit card. I told her that I didn’t deliberately input a wrong credit card. I had been on the road traveling for the last month and maybe the credit card company flagged the transaction. That seemed weird thought because I booked through the Hilton site. I was given a confirmation email. Other than the confirmation email I had no further communication from the hotel. I asked if she could just reinstate the reservation. She said she couldn’t because it was after midnight. It was 12:07am.I would need to now pay the walk-in rate—which was $70 more per night. I also would need a different room type because they no longer had my kind of room. I asked her to help me out because I had no way of knowing that my reservation was cancelled. She again said that I needed to be smarter about making my reservations and input a correct credit card. I gave up and walked out of the hotel. Because the Canopy didn’t inform me that they cancelled my reservation, I had to find a dog friendly hotel near my friends at 1am on a Friday night. I then had to pay the walk in at another hotel, which was farther away from my friends. The experience I had at the Canopy and the treatment I received from Marla at the front desk is one of the worst hotel experiences I’ve had in my life. I’d avoid the hotel if at all possible and stay at a place that values their customers and treats people with respect. EDIT: reached out the manager and he left me a nice response if I am ever back in Dallas I will try again.”

“The front desk was absolutely amazing they upgraded us due to a special occasion. There’s so many extras in the room that make being away from home convenient. I Freaking love it here!!!!!”