Comfort Inn & Suites Fort Worth - Fossil Creek — Hotel in Fort Worth

Concerns with the lobby staff. Too much time talking on their phones to friend or family and not being aware of their guests staying in the hotel.

Here's my experience Returned from work. Our room keys no longer worked. Do not disturb sign on door. So the key should not have not been cancelled. Went to lobby to have keys recoded.

Woman at the desk was on her phone speaking in Spanish to someone. I waited until she was done talking as I thought it may have been a customer. It wasn't, probably a family member as they were speaking Spanish.

Would not reset the keys after showing my ID after seeing me walk around downstairs and came in from work. The woman acted as if I was intruding on her time, while on the phone, I'm unsure what she said to the person on the phone, yet it was as if I was bothering her, her attitude towards me was if I was some vagrant trying to scam a key card or room. Had to send my wife all the way back down to the lobby to reset the keys. Ridiculous.

The next morning as I came down the stairs and walked right past another lobby attendant who was too involved on her phone to notice anything, brought my bags to the car, started to come back in to grab some breakfast and the entrance doors were locked, at 7am in morning. I've never been in any hotel that had their entrance doors locked at 7am.

I got her attention, as I said too involved on her phone. She let me in, as I went to grab some breakfast, she came into the breakfast area asking if I was in the hotel and what room I was in. I said I just walked down from 219 past you. She began with some comments about needing verify who I was, and that I need my room key to get through the doors and some other ridiculous comments I did not care to waste time with because I needed to get to work. This way also our last day, I leave the key cards in the room for them to retrieve as I always do.

Again another lobby attendant treating me as if I was a vagrant from of the streets. I JUST walked past her 1 minutes before that, but instead she was completely immersed into her phone screen and never looked up to notice me. I simply said I'll be leaving you a bad review. I'm unpleased by these issues. Completely disgusted by these lobby personnel. Our company uses these hotels often. It's becoming more commonplace that lobby personnel are either untrained in customer care, or they simply don't care, I'm unsure which one. The room was in my wife's name but I am usually on the reservation also, so I'm unsure why such the difficult issues with this ordeal Rooms were fine no issue there.

Lobby attendants need to get off their phones, and greet guests, pay attention to your guests coming and going.

There was ONE attendant who was polite, and payed attention. This is not a high crime area and there are not any homeless people around to treat actual guests this way. Perhaps if the lobby women would pay attention at work, instead of their phones, look at what guests come in, greet them, they would know their guests and provide better service. Which would avoid them treating their guests this way. Worst customer care and satisfaction in quite some time. I don't leave many bad reviews, this one deserved to be brought...

1st week we were there our door would not shut to our room properly and you could tell that they had not changed the bed skirts cause there was white stuff all over the brown bed skirt. I'm not even gonna say what the white stuff looked like but you get the picture. 2nd week when we went back room was nice no problem with the door but had issues with the ceiling fan,and our room key was disabled after 1 day and when my husband went to get another key made they refused to make it because room was in my name even though he was on my reservation. The girl/kid running the front desk that day was to busy on a personal call to help me with my key so I had to wait for her to finish her PERSONAL conversation on HER PERSONAL CELL PHONE and she had her personal call on speaker phone. But they were speaking Spanish Next morning husband goes to get breakfast as we are leaving for work and all of a sudden he needs a key to get into the breakfast room and once again the person running the front desk that morning was very rude and possibly took pics of my husband arguing with him about if he was staying there and what room he was staying in even though this was the 2nd week they had seen him getting breakfast. Seems to me like kids are running the front desk at all times and they are not professional at all. Don't tell you anything about what time breakfast is. Oh yeah dont ask any of the front desk people the same question twice cause they are rude about answering you a second time all because you didn't hear the answer the first time. Pool claims to be open til midnight but it was closed the whole time we were there. Laundry room washer and dryer are only $1 each which was nice. Dried the first time. They really needs to look at getting different people in this hotel. Professional acting adults. I don't like being argued with or having to wait for them to get off a personal cellphone call so I can get into my room especially after working all day. I personally will not be back. And as you can tell by their response below all they want to do is argue with me about what happened on our stay there. If the times of the breakfast was written on my key card I would not of stated we didn't know. And if they cleaned the room like they were supposed to I wouldn't of said anything about the white stains. They wait months after you already been there to argue with you about your stay. Cause they remember you I think not. Sad very sad. Proves my point about about very unprofessional group of people/children...

Visiting the Dallas/Fort Worth area for a graduation on May 28, 2024. Booked a stay at the Comfort Inn & Suites Fort Worth- Fossil Creek on Old Denton Rd. Family that were also in town came by to visit at the hotel before parting our separate ways. We decided we wanted to sit by the pool area. Before entering the pool area, the receptionist, Aileen, came from inside and told us we may not use the pool amenities unless we were guest. Fair and understandable. She then proceeded to tell us that no other person is allowed on the premises, and they must all leave. I then asked her to provide me black and white proof that no other persons are allowed on the premises, even if just to visit and not staying. She could not provide me this information. I then asked her to provide me with the manager’s information or if she could contact the manager for me (manager’s name is Bob Patel). She then stepped into a side room and “called” the manager. Once she came out, she stated the manager told us (the paying guest) to leave the premises. I then asked her why we, as the paying guest, had to leave when my other family was no longer in the building. Her response was “this is becoming too big of an issue, and we would like you to leave the building and we will not refund your stay.” So now I must leave because I asked for proof in black and white and for the contact information of the manager? I then told her I would be seeking a lawyer for discrimination and unfairness, due to being told to leave the facility in which we paid for. She then states that she will refund our stay if the room is intact. When asked for proof of the cancellation, she stated she could not provide that information or print it because it was booked through a third party (Expedia). I asked her if she could screenshot or take a picture using my phone of the cancellation. She still said she could not. I then asked her if she could write down the cancellation number, which she agreed to. However, it took her a while to get the cancellation number from the computer to write it down. DO NOT ever book with this hotel. Worst experience ever. Horrible customer service. I do believe they are scammers! I have already contacted corporate and...