Overbooked and abhorrently rude unwelcoming staff.
Reviewed 13 October, 2021
I emailed the general manager days ago and still have not received a response.
I had booked a reservation with booking.com days before our anticipated arrival. I chose this location as the reviews were good and there was not a time limit to check in. I knew we would be arriving late as we were driving from the East Coast to Texas and this did not appear to be an issue when booking. Clearly this was not the case.
We arrived to check in at about 2am. As stated, I had the reservation via booking. When I walked into the hotel the front desk clerk, Myra (this was the name provided when we asked for her name as she was not wearing a name tag), provided no greeting. She only asked me if I needed front desk service in a very annoyed tone of voice. When I informed her I needed to check in she begrudgingly went behind the desk to look up the reservation. I tried to provide her the reservation number but she said she needed the name only. It was my error that I provided her my name and not my spouses as I forgot he had booked the reservation. I apologized and gave her his information and she was able to locate the booking.
After locating the booking she stated she needed his ID or him to finish the booking. Understandable, so I went outside and informed him he needed to bring in his ID and finish the booking process. He immediately went inside to try to finish checking in. Upon returning to the counter she then informed him that we now have to wait 10-15 minutes as she was running an audit.
I am not sure if this is done automatically at a specified time. If it is not, I do find it inappropriate that she decided to run an audit as we were trying to check in and within the minute it took for him to come inside now we had to wait an additional 10-15 minutes. Since there is very minimal parking and there was no parking available we decided to find parking and return which took the entire 10 minutes due to us having to park about a block away.
When we returned to the front desk she began to look for the reservation again and informed us that the hotel was full and we did not have a room. We asked her how many rooms they have available and she stated just the one, which was our reservation, but she could not check us in, she could not override the system and just told us "sorry guys, have a good night" in a sarcastic tone. There was no effort made to find other accommodations this late in the evening, there was no sincere apology or explanation as to why we could not check into the room that we reserved days prior and a hold was already present on my credit card.
She then informed us that she had turned away 5 other customers that had a reservation and did not have a room. This is quite alarming considering when booking with various booking sites you have to input a Credit Card and are oftentimes charged and have to deal with trying to be refunded since it can be flagged as a "no show" and there are disclosures that if that occurs you will be charged the full amount. The other issue with allowing the hotel to be overbooked is that travelers such as ourselves are left scrambling to find a place to stay in the early hours of the morning. I have never been to a hotel that allows overbooking nor have I been turned away for that very reason.
We asked for proof of non-availability in case I needed to present something to my bank to fight the charge since we were refused service and she stated there is nothing she can do. "You have to contact the general manager in the morning." My spouse had to take the cards himself as she did not offer them to him.
From the moment I walked into the hotel it was a very unwelcoming and rude experience. I have never had this problem and we are avid travelers. We have never been treated so poorly or been turned away due to overbooking. In all honesty it was as if she simply did not want to book our room. We both sincerely feel that is what had occured and not some internal error. There was no effort to resolve the situation, no sincereness in her apology and it has been the rudest interaction I have had in terms of customer service. This experience alone has greatly deterred us from using any locations for our lodging needs when we travel in the future. I understand that staff may be hard to come by and keep right now but it is not an excuse for potential guest to be treated in such an unwelcoming and rude manner or be left trying to secure another lodging facility in the middle of the night at a higher anticipated cost than our original reservation.
A little bit of customer service goes a long way. Had she just been sincere or even assisted the slightest with looking at other hotels in the area that might be close by as we were traveling would have made a world of difference. Instead it felt as if Myra got to determine who was staying in the facility based on her mood and had no issue turning us away at 2am without a care in the world after making us wait nearly 30 minutes to try to check in.
I truly have never experienced anything like this in all my years of traveling.
Full Size beds - not queens and no room service
Reviewed 5 September, 2021
Just completed a 4 night stay at this hotel today.
Upon check in, I was advised rooms are only cleaned every 3 days but you were welcome to come get your own towels if you need extra.
On day 2 requested the room cleaned and extra towels because there were 3 people and only 2 wash cloths and hand towels initially placed… trash was full etc. I was told they had to look and see when I was scheduled, I was ready for them to say on day 3, but they went ahead and did it on day 2.
The room was cleaned as requested, but still had to go pick up extra towels.
Getting to the double room with 2 beds that I booked, I was shocked to realize these were 2 FULL-SIZE BEDS, NOT QUEENS. If you have 2 normal size people in that size bed, you would have a better night sleep on a cot due to more room. What hotel buys full size beds these days. About now I’m realizing everything they do in regard to running this hotel is being as cheap as possible and working as little as possible.
Stayed on 4th floor so noise was not an issue. From other reviews that apparently was the right choice… That I selected by chance.
We could hear the trains thru out the stay. Some were louder than others - scary loud, you will now understand the term “sounds like a freight train”.
A/C kept resetting itself to 77 instead of 70 that we kept trying to set it to. Not sure why unless the desk can control each room?
Breakfast was there… nothing spectacular.
Door lock system was spotty and door somehow jammed from the inside - luckily after a few tries it opened. I can’t imagine having to ask for service to get it fixed. I’m sure that would have been an imposition.
Checkout is at 11:00. Housekeeping came knocking on the door (do not disturb tag was displayed) at 10:20 asking if we were still there. Then came back at 11:10 asking again. We won’t come to the room to provide any service, but we will show up at your door to ask if you have left yet before check out time? Really??
This hotel does as little as possible… Almost like they are doing you a favor by existing. Was never told about any shuttle. Was charged the full price for each night even though the rooms were not serviced (if you aren’t cleaning the room - reflect that in the price for the days you do not want to provide that service). Over $700.00 for 4 nights and they could not bother to switch out towels and gather trash each day.
I’ve stayed at Marriotts before and was looking forward to BonVoy version. Very disappointed, as this is not the level of Marriotts that I’m used to. Read the reviews that are not 4-5 star and you will get a real feel for this place. Some of the reviews are from
2019 and nothing has changed.
PA comes to Fort Worth
Reviewed 5 August, 2021
The location was great compared to where our friends live, it’s right across the street. While you aren’t right in the “downtown” area you are right on the edge and able to walk to most things.
The hotel itself was very nice and clean. They did offer some breakfast items like pre-packaged bagels, muffins, wrapped breakfast sandwiches,etc.. It was fine for us. I did not care for the coffee that they offered in room or at the Buffet area, seemed too watered down for me.
The rooms were nice, although missing a hairdryer and the phone in the room didn’t have a cord attached to it, so I don’t know if that was a Covid thing or not. It had a full-size refrigerator, dishwasher, toaster, coffee pot, and other things you would need for a longer stay.
The staff was very friendly and accommodating.
The pool area was very nice although we did not get a chance to use. It does look bigger in the pictures versus the size of it in person.
There are bike rental stations around the property that you can use to get around town.
The only thing I did not care for during our visit was how much you could hear from the room above. The people above us were very heavy walkers and anytime they walked around the room it was like they were going to come through the ceiling.
People have mentioned the train in previous reviews, not an issue for us. Our room was facing parallel to how the tracks run, it was very minor if you heard it at all.
Will definitely stay here again when we come down and visit our friends another time!!
I liked it.
Reviewed 8 March, 2020
The room was clean and nice. The hotel was close to the Trinity Trail for walking an jogging. The staff was nice and helpful. They were pet friendly and there was good walking for my pet close by. All in all, a very nice visit.
Nice rooms, good location, comfy beds
Reviewed 22 February, 2020
Staff was very friendly and the hotel room was very nice. The beds were super comfortable and the location of hotel was great. It was close to many restaurants and clubs. The only downside was that the location of the hotel was weird to get to since you had to take a looped street around to get to it. Also, no one mentioned the shuttle, only upon checkout was it every mentioned that one was available. Other than that, we had a great stay!