Country Inn & Suites by Radisson, Fort Worth West l-30 NAS JRB — Hotel in Fort Worth

Don’t be fooled like I was, the pictures online look great but it’s the complete opposite. The lobby and exterior is nice and looks fresh, but the rooms are horrendous and uncomfortable. The bedding and towels are so thin and raggedy, the comforters are so overused it feels like three flat sheets stacked on top of each other. We checked into the room super late and didn’t notice there was a stain on the comforter. Woke up the next morning to my little brother showing me the stain, it looked like a fresh stain, almost like the housekeepers just made the bed without changing the sheets. I’m pretty patient and understanding that mistakes may happen, so I call the front desk to tell them about the stain and the man who answered told us he would send housekeepers to take care of it. He in fact, did not tell housekeepers.We left for the day and came back to grab something from the room and we see the same dirty sheets. At this point, I’m livid so I go downstairs to the lady working the front desk, and I vent my frustrations to her and ask her if they can have someone change the sheets, she tells me everyone leaves for the day. She says she would change it but she can’t leave the desk unattended. Meanwhile, she’s outside a majority of her shift smoking her vape. Also, while I’m talking to her, she’s literally on speaker phone talking to someone on the phone and they can hear me speaking the whole time, doesn’t even have the decency to tuck her phone away. Anyway, she tells me she can provide a set for both of the beds which means I have to change my own sheets. At this point, I have other obligations so I couldn’t wait for her to grab the sheets, so I asked her if she could have it ready in the back for us so when we get back we can just grab it. When I was speaking to her, she was so apologetic and seemed so sincere and just so empathetic. Then we come back to the hotel pretty late, and we asked the front desk agent for the sheets, and of course, it was not there. So the agent gave us a couple of flat sheets which was sooo absurd. We ended up putting the dirty comforter with visible stains to the side and my poor brother had to sleep with sheets as his comforter. That night, I went to sleep irate, so the next morning, I go downstair to the front desk to speak to the manager. I spoke to the manager and head housekeeper and told them what happened and showed them pictures. The head housekeeper says no the blanket is not dirty, she knows that stain. She says it’s washed, the stain just won’t come out. That is so absurd to me, if the stain is that visible and they’ve treated for the stain and it’s still not coming out, you need to throw it away. I told him, if he checked into the hotel with a stain this large and visible, he would also think the room was dirty and that the sheets were not changed. He agreed and said he would give me a discount. He never did. He never apologized for the terrible experience or on behalf of his staff members for never following through. This hotel is in desperate need of better management that will raise their standards, because all of the staff members are lazy and complacent. No one cares about delivering decent customer service. If I were the lady receiving the complaint about the dirty sheets, the least I would’ve done was put up a sign at the front desk saying away from desk, will be back shortly, and drop off the sheets in the room. That would’ve taken all but five minutes away from the desk. Unprofessional and lazy front desk paired with uncomfortable room filled with raggedy comforters and bath towels leaves me with the worst hotel experience. They need to invest money in replacing ALL of the linen and a front desk manager who can train the staff and raise the standards. Also, they were literally collecting dirty sheets from the rooms with a Walmart cart. That is sooo strange and unprofessional. You would rather have your housekeepers pushing around a Walmart cart collecting dirty linen than invest in some housekeeping carts that’s going...

Don’t be fooled like I was, the pictures online look great but it’s the complete opposite. The lobby and exterior is nice and looks fresh, but the rooms are horrendous and uncomfortable. The bedding and towels are so thin and raggedy, the comforters are so overused it feels like three flat sheets stacked on top of each other. We checked into the room super late and didn’t notice there was a stain on the comforter. Woke up the next morning to my little brother showing me the stain, it looked like a fresh stain, almost like the housekeepers just made the bed without changing the sheets. I’m pretty patient and understanding that mistakes may happen, so I call the front desk to tell them about the stain and the man who answered told us he would send housekeepers to take care of it. He in fact, did not tell housekeepers.We left for the day and came back to grab something from the room and we see the same dirty sheets. At this point, I’m livid so I go downstairs to the lady working the front desk, and I vent my frustrations to her and ask her if they can have someone change the sheets, she tells me everyone leaves for the day. She says she would change it but she can’t leave the desk unattended. Meanwhile, she’s outside a majority of her shift smoking her vape. Also, while I’m talking to her, she’s literally on speaker phone talking to someone on the phone and they can hear me speaking the whole time, doesn’t even have the decency to tuck her phone away. Anyway, she tells me she can provide a set for both of the beds which means I have to change my own sheets. At this point, I have other obligations so I couldn’t wait for her to grab the sheets, so I asked her if she could have it ready in the back for us so when we get back we can just grab it. When I was speaking to her, she was so apologetic and seemed so sincere and just so empathetic. Then we come back to the hotel pretty late, and we asked the front desk agent for the sheets, and of course, it was not there. So the agent gave us a couple of flat sheets which was sooo absurd. We ended up putting the dirty comforter with visible stains to the side and my poor brother had to sleep with sheets as his comforter. That night, I went to sleep irate, so the next morning, I go downstair to the front desk to speak to the manager. I spoke to the manager and head housekeeper and told them what happened and showed them pictures. The head housekeeper says no the blanket is not dirty, she knows that stain. She says it’s washed, the stain just won’t come out. That is so absurd to me, if the stain is that visible and they’ve treated for the stain and it’s still not coming out, you need to throw it away. I told him, if he checked into the hotel with a stain this large and visible, he would also think the room was dirty and that the sheets were not changed. He agreed and said he would give me a discount. He never did. He never apologized for the terrible experience or on behalf of his staff members for never following through. This hotel is in desperate need of better management that will raise their standards, because all of the staff members are lazy and complacent. No one cares about delivering decent customer service. If I were the lady receiving the complaint about the dirty sheets, the least I would’ve done was put up a sign at the front desk saying away from desk, will be back shortly, and drop off the sheets in the room. That would’ve taken all but five minutes away from the desk. Unprofessional and lazy front desk paired with uncomfortable room filled with raggedy comforters and bath towels leaves me with the worst hotel experience. They need to invest money in replacing ALL of the linen and a front desk manager who can train the staff and raise the standards. Also, they were literally collecting dirty sheets from the rooms with a Walmart cart. That is sooo strange and unprofessional. You would rather have your housekeepers pushing around a Walmart cart collecting dirty linen than invest in some housekeeping carts that’s going...

Friday 3/15/19, I needed to get away for the weekend due to a full house of family. I looked up the hotel, and reserved the room. I worked 14hours, drove straight there. After paying w/credit card, I walked to room 109, and did NOT like it. There was a funny smell, seemed like from the carpet, and the room just didn't feel right. I stood there for literally 1min and went back to the front desk. I told him that I will not be staying and requested a refund. He asked why, but due to the person behind me was still checking in, I simply said, I just don't want to room here. He proceeded to refund my money, but instead he charged me again.... I told him, he admitted to it.... then he said it was done. Tuesday, I looked at my account and noticed BOTH Transactions had cleared as charges. I called the hotel, the sweet young lady said she would ask the Mgr or Owner to call me. Still no call, so I called back, and asked to speak with him, but he wouldn't answer the call, nor return the call. He informed the young lady that I needed to talk to my bank. Wednesday morning, I checked again, and nothing. Still, no call from anyone. So, I filed a complaint with the bank. They informed me there was No cancellation in progress from the Hotel. I'm am more angry about the lack of customer service from the leaders of this hotel...AND the man who checked me in/out... I had to tell him to give me a receipt of proof....he just started talking to other customers as if I wasn't standing there waiting. I frequently use hotels during travel, and I have never had this problem before. Please believe that I will tell everyone who I knows travels to DFW for training and work, to NOT reserve a room at this location. More so due to the lack of customer service!! I am SURE, many of the people who wrote great comments work for the hotel....it's a game to keep ratings and don't let the...