DoubleTree by Hilton Fort Worth South Hotel & Conference Center — Hotel in Fort Worth

The staff that check me into my room was friendly and accommodating. HOWEVER, I stayed in this hotel for two nights, the first night was ok, it wasn’t until the following night when my husband and I returned after our beautiful wedding ceremony ready to relax and get some rest, only to be awakened by husband being bitten multiple times by a BED BUG at 3am. When I called down to the front desk to let them know and request another room the same guy who checked me in was very accommodating and immediately relocated us without hesitation and no questions asked. This was very inconvenient, alarming, unsanitary and just plain unsatisfactory that this newly remodeled HILTON hotel chain as beautiful as it is esthetically has an infestation of BED BUGS. We left early Sunday morning (Today) because we had family plans and after we had left I realized I had left my purse in the first room we checked into - all night!! When we returned to get my purse the front desk lady told me the overnight staff had a note of the report of BED BUGS so they were aware that her supervisor (who was in-route to the hotel - Anna Lawson) would have to approved a full refund so I proceeded to the room to gather my purse and there was a house keeper cleaning the first room we had (room 134) but there was no sign of the hotel staff attempting to remedy the BED BUG issue, it looked as though it was undergoing a normal housekeeping cleaning - as far as I understand it, when there’s a presences of BED BUGS there should be removal of furniture pieces that would be susceptible to further infestation but there wasn’t any sign of that going on when I returned. I had to return to the hotel a second time to talk with the supervisor directly only to be greeted by her with rudeness. When she approached the front desk she asked “how can I help you” I began to explain my issue to her and she started clicking away on the computer and as I continued to share with her what occurred and request my fully refund back she put her hand up and began to over talk me. I firmly stopped her and told her I did not appreciate her interrupting me speaking and she continued to talk and not listen, I again told her as a supervisor in the customer service and hospitality field she should display better managerial behavior, during our conversation she denied giving me a full refund and told me she could offer a “discount” since I had already slept there one night - I was appalled - and again explained to her that although I had slept there one night and didn’t experience getting bitten the first night i had still slept with BED BUGS first night which is unacceptable because they didn’t just all of a sudden appear in the mattress in a matter of hours. She then told me she couldn’t approved a full refund without her GM’s approval so I politely asked for her GM’s contact information because at this point I am very frustrated, disappointed and not a happy customer of this establishment. She gave me her GM’s card and I left. I did also share with a big group of other people staying at the hotel what I had experienced and I will take this compliant and issue as high as I need to to ensure the proper amount of awareness is brought to this issue as it shouldn’t be taken lightly, even if I need to file a health code violation...

I am absolutely shocked this place has 4.7 stars right now. It definitely does not and did not live up to that rating. I am traveling for a leadership summit and decided to stay at this Hilton property. I am a Hilton honors member and exclusively stay at Hilton properties when I travel. I saw the great rating and decided to book it. My issues began a few hours before I checked in. I was on the road from Houston to Fort Worth and got a text from the hotel. They let me know that I would need to pay for parking. That it is $10 a night. I found that weird since the Hilton website says parking is complimentary and so does the app. I asked the employee when did this go into effect. They stated December 26, 2023. The issue is that I booked my room stating parking was complimentary and they knew this. They have not updated the website and marketing materials to mention this. Also they tell you after the cancellation period ends. That comes off as a bait and switch. Most people would say it is only $10. True. But $10 per car adds up fast when you have to pay it and not being told about it when booking.

I arrived and went in to get the parking pass. The staff was lack luster at the front desk. I felt like I was bothering them just by being there. Next the lay out of the hotel. This place is huge. The walk from the front desk to the guest elevators is a good 2-5 minutes. It is like a maze. So be prepared to trek a good hike to get to the elevators. Next, there are only two elevators. The hotel only has 6 floors but during my trip every single high school cheer squad was staying here. So tons of kids, slow elevators, etc. means reduced experience. With that there was trash everywhere pizza boxes in the lobby, etc.

The room actually was nice. They did a great job on the remodel. Some of the areas you can tell they did a quick fix on, but overall it was a nice room. A had a six floor two bedroom suite and enjoyed it.

The real disappointing factor is the hotel restaurant. Smoke and Barrel I think it is called. I could not find a menu or anything online about the place. I went down for a quick dinner. The place wasn't busy at all. There was no one to greet me. I waited for a few minutes and simply sat down. I waited for 10 minutes. No one spoke to me or greeted me. The manager was running around talking to people he knew at the tables, but no server, no acknowledgment, nothing. So I left.

I went and got dinner and returned that evening. Someone in a car idling in the no parking zone comes into the side door before me and can't get into the hotel because they do not have a guest key. I tell them I am not letting them in and they would need to go through the main entrance for access. He sat outside in his car trying to get in. Super suspicious.

I am preparing to check out shortly and definitely will not be stay here ever again. Not worth it. You can stay at better properties in this price range in this city and get great service. This is absolutely subpar and the previous 4.7 rating is an absolute joke. No way at all. Avoid this place.

Google limited my full review due to character space. Go over to yelp to see the...

Update to My Prior Review:

While my initial experience was deeply frustrating, I want to give credit where it’s due. Kristen at the front desk was awesome. Since I booked through a third-party vendor, she couldn’t issue a full refund, but she did waive the parking fee as a goodwill gesture. I really appreciated that effort, and it highlights the exceptional attitude of the staff at this property.

That said, I’m keeping my review at 3 stars. This isn’t a reflection of the staff—who, as I’ve stated before, were accommodating and friendly—but rather a push for management and the executives overseeing this hotel. Fundamental issues like plumbing and maintenance shouldn’t exist, and the staff deserves better support and compensation to handle these situations.

If management wants higher ratings, it starts with investing in the basics and taking care of the team that keeps this place running.

— Arod

I stayed at this Hilton hotel after a late return flight on Thursday evening, December 5, 2024. Initially, I was impressed. The front desk staff were accommodating and friendly, and the pillows and sheets were comfortable. I was genuinely inclined to give this hotel a 5-star review.

However, everything changed the following morning. After returning from a gym workout, I discovered an issue in the bathroom (refer to the attached images). At first, I assumed it was just an aesthetic issue—a minor inconvenience—and was ready to adjust my review to 4 stars. But let me emphasize this: every gym-goer knows the post-workout shower is sacred. It’s almost as important as the workout itself. Starting the rest of the day without one feels wrong.

To my dismay, this was not just a cosmetic issue. There was NO HOT WATER in the shower. None. Let me reiterate—this happened in early December, with temperatures outside hovering below 40 degrees. This failure rendered me unable to shower, which is completely unacceptable for any hotel, let alone a 3-star Hilton property.

I travel frequently for work and have stayed at countless hotels, and this experience stands out as a significant failure. This reflects poorly on the management, leadership, and ultimately the ownership of this property—not the staff, who were pleasant during my stay.

Oh, and let’s not forget: they sneak in a $15 parking fee. A little cherry on top of an already sour experience.

To the hotel managers who will undoubtedly see this: save your scripted, hollow apologies about wanting to "make this right." You can’t. It’s done. This is a failure of culture and leadership at this hotel. My recommendation? Save your money and drive 15 minutes up I-35 for better deals and an actual hotel experience.

Terrible. Do not...