I was really disappointed with our stay at the Dillard House and feel compelled to share our experience. We booked two rooms—for my family and my parents—for two nights, and from the start it was far from the level of hospitality this place is known for.
Room Issues:
There were bugs in our room, and we had no hot water the first night. People from the adjacent rooms came to us asking if we were having the same issues.
My Parents’ Room Was Emptied Mid-Stay:
After the 1st night, housekeeping cleared out my parents’ room assuming they had checked out—threw away my mom’s coffee from the fridge. I think they were hoping to give the room to someone else even though we paid for both nights and did not check out.
False Promises for the Kids:
When we checked in, staff told us there would be campfire and games the 2nd night. There were flyers posted everywhere, and my kids were excited. We cut our time short in Highlands and rushed back early to make it—only to show up to pitch black, no games, no fire, nothing. When we called to ask, all we got was “sorry” with no explanation and no effort to make it right.
I brought up all of this to the front desk and nothing was done. I work in construction—I understand renovations and logistics—but this wasn’t about that. This was poor hospitality and no regard for guests’ experience.
This stay was not what I was expecting from a place built its reputation for hospitality. Unfortunately, we will not be staying again.
