Lorenzo Hotel Dallas, Tapestry Collection by Hilton

Wonderful hidden gem ! Interior is beautiful , artistic , and most of all clean. The check in was very easy as well as check out. Everything was easily accessible. The restaurant within the hotel was okay , maybe it was due to us going a little later in the day which is why the service wasn’t the best in that aspect and the food wasn’t as good for the price although again maybe it’s due to the fact we were limited to their late night menu. Overall a good stay.

Furkan and Jillyan made me feel like home. Will be back next time I’m in town. Decor is amazing but the staff is what completes the experience

I was informed upon check in that my only form of payment (a chime card) was not sufficient as it was a “cash app” which is simply not true. Chime is backed my Stride Bank and is a legitimate financial institution. Jesinia at check in was less than sympathetic. Her coworker was equally callus. I was eagerly and politely looking for alternative options (I.e cash, bringing a card down when my friends arrived, etc) but met with no assistance. In fact I was told that I could cancel my reservation at no charge. I was essentially told I could leave, as a single female in a city I do not live in and am unfamiliar with. I asked to speak with a manager and was coldly informed “you can, but they will tell you the exact same thing.” I started crying. I was tired from travel and being met with workers unwilling to budge on “policy.” We are in hospitality. There is always a way and the guest should be accommodated reasonably. I had cash. I had a debit card with money available on it. In fact, you later charged my Chime card (which you could not possibly accept as a form of payment) for incidentals. After I was told I would not need a card for incidentals. Because I did in fact insist in speaking to a manager and Jesinia must have been very surprised because the manager did not repeat what the agents had told me, but rather apologized, offered me water, and allowed me to pay cash. Absolutely terrible customer service. Manager Andrew nicely took the time to speak with me for about 30 minutes upon check out, however he double downed that policy is policy, stated the other manager should not have done what she did, and then continued to state that Chime is not a real bank (I’m sorry, but it is a real bank) and that they’ve had people, even Hilton team members, commit fraud before. I felt very much like he was insinuating that I could also commit fraud. How insulting. Again, they will literally turn you out on the streets like the trash you apparently are for banking with Chime.