Embassy Suites by Hilton Fort Worth Downtown — Hotel in Fort Worth

Reserved 4 Double Queen Suites (which I paid for in advance), showed up with my employees (6 employees, all females, none of them my wife,) and we were informed they had over booked the hotel. Since we arrived the latest, we were shorted on rooms. Not only this, but they only had one double queen suite, the other two were king suites. We were told they would fix the situation the next day, and gave me the email address of the operations manager. They also stated I would receive Hilton Memebr points (still haven’t received them,) could have breakfast for free (it already was free,) could use the pool (anyone in the hotel can use the pool,) and could use the valet service (I’m pretty sure you don’t even have to be staying at the hotel to use their valet service,) I informed the front desk (Gina) as well as emailed the operations manager (Josh, via email,) that I would be in meetings from 8-5 for the next two days. Next day I received a voicemail stating that Josh was trying to reach me but would be leaving at 5. Also received an email afterwards stating he wanted to make sure it was recorded that he tried to call me, and that he would make things right. Josh also stated that the two king suites were an upgrade from the double queen suites...(I’m sorry but how does one figure less beds for unrelated persons is in some way an “upgrade?” Is it assumed that a “king” rules a “queen” therefore, upgrade? Also, I went into the queen suite as I was helping my employees with their bags, substantially larger than the king suite rooms.) Seems the flippant use of “upgrade” doesn’t necessarily mean an upgrade, especially when every room in the hotel is a “suite.” I was also informed to “only speak with Josh and no one else at the hotel.” We arrived back at the hotel late that evening after going to dinner and out on the town to find a beer (I don’t drink alcohol) and a note thanking me for being understanding for not fixing the issue. That was it!! I haven’t heard from Josh still. I called and was informed that since we stayed in the rooms they had noted that we had “accepted” their terms and all was right as far as they were concerned....I still haven’t received a refund for the room that we never received. Absolutely will not stay at this hotel again! You’re welcome to call me Josh, I assume you still have my number and email. If not you can find it here. Further, I’d be even happier to speak with your supervisor. I hope to hear from either of you soon. Edit: All my employees reported that the TVs did not work in their rooms, nor did they work in mine.

Just to add to the saga, about 4 weeks later, my credit card showed additional charges for the rooms, each room was charged individually for the stay equal to the amounts I had paid prior to going to the hotel. I called the hotel about it and they said it was correct. I called my credit card company and they spoke with the hotel with me on the line, the hotel couldn't explain why I was charged double nor could they find the receipt for the additional charges. It took them more than a week to report back to my credit card company to refund the double charge...

Monday morning, July 22, 2019. It seems my current run of happy visits has come to an end. I’m currently staying at this place and cannot wait till journey’s end to jot down my assessments. It all started so well, the reception and valet staff welcomed my party with smiles but it all went downhill from there. The free breakfast runs through 9 a.m. I arrived about 10 minutes ahead of this and was “limited” to two rashers of bacon, the available “supply” when the clock struck the hour. Bad enough. The canteen staff then sat down together to a generous breakfast spread in full view of the few remaining paying guests – one of the perks of the job, I get that and have no problem with that. While I was still humbly eating my “rations”, a wheel chaired lady and her family arrive 15 minutes “late” for breakfast. Staff reaction? Too bad Jose, you’re 15 minutes late, you and your family don’t get no breakfast, not today.

I was stunned. I fear we may all be losing the very essence of what it means to be a hotelier. You are ours hosts and we are your guests. Think of us as guests visiting your home. As your guests you have the right to expect decent behavior from us and we have the right to expect a certain level of care and indeed, patience from you. 15 minutes late so no breakfast?? I cannot imagine any of us would do this to a guest in our homes or am I just too old fashioned? On a side note, perhaps your generosity should not end at taking care of paying guests. If you really want to be a positive contributor to our local community perhaps consider going further than “free” breakfast to paying guests and rather extend breakfast to the unfortunately homeless in our local neighborhood? Just a thought.

A member of my party pointed out that canteen staff behavior should not be blamed on the Mangers or business Owner(s). My answer to that is that Owners’ and Manger’s primary responsibility is to make sure that staff know what is expected of them and if necessary, replace customer facing staff. In any case, what I had observed in the canteen leads to me believe that some of the staff’s awful behavior was not unconnected to hotel management negligence. A sad morning.

Additional: The service during the rest of our stay was actually quite good! The valet and front desk staff were absolutely top notch. Courteous, attentive and always welcomed members of my party with a smile. Perhaps the dinning staff were an aberration. I decided to avoid the dining area for the rest of my stay. I’ve tempered some of my harsher comments and pondered if I should not bother posting this review in recognition of the hard work and sterling service of the other staff – ergo the delay in posting my review. I’ve final decided to post anyway. If do not post, the decision makers may never know to make some adjustments. I’m giving 3 stars because of the recovery. Reading over my post even I get the sense of a less than neat, maybe even messy review but then...

The hotel itself was decent but could have been cleaner for the price we paid. The valet service was good. Front desk staff was mediocre due to one of the male managers attitude and willingness to accommodate. We are Hilton Honora members but yet we were treated like we didn’t belong at their hotel. The overall staff was not welcoming at all. I will never stay here again.

We woke up late on the day of check out and promptly called the front desk to ask if we could have a later check out and without thinking about it they said absolutely not. We have never been told no in that manner. Usually if we were told no by the hotel, it was followed by the reason and it has always been legitimate. This “no” was mean and without kindness nor explanation. We proceeded to pack our bags as quickly as possible. We heard a knock at the door and when we answered a member of the hotel staff stuck his foot in the door and told us that we had to leave now or they were calling the police. We were clearly packing our bags and gathering our belongings. We asked if we could have a little privacy while we packed and they said no. We then told them that our dog would run out can you please close the door. The staff refused and continued to berate us with harsh comments like “you guys need to hurry up and pack and leave” and “let’s go.” We have never been treated like this in any hotel let alone the Hilton hotels. Once we were packed we asked if they could have someone help us with our luggage and they told us absolutely not and we needed to push the cart down ourselves. We refused and told them that we need help because of my bad back and my girlfriend was handling our service animal. Then they threatened to call the police on us for trespassing. They actually called the police who arrived promptly. Had it been another emergency like a life or death situation, I can almost guarantee the FT Worth PD would not have responded so swiftly. The cops asked the staff if they would help us with our luggage and they told the cops no so the cops informed us that we needed to do it ourselves and that we are now trespassing. We struggled pushing our cart down to the elevators as the threeLMK staff members just watched with joy and and what seemed like great satisfaction. When we got downstairs the cops wrote us a trespassing warning and the manager informed us that we would not be allowed on their property again. Never in my almost 4 decades of traveling and lodging have I been treated so rudely. Hilton has lost a very loyal and good customer. I will never stay at Hilton hotel or affiliate again. Their treatment of us was so unnecessary, unprofessional and unfair. I will inform my family members and friends of the treatment and let them know to never stay at a Hilton hotel. I’m utterly repulsed and sickened by my experience.

Regards, Very unsatisfied former...