Hilton Garden Inn Fort Worth/Fossil Creek — Hotel in Fort Worth

The location and convenience of the hotel was great .. however the staff was very rude unprofessional and un knowledgeable. Upon checking in I realized I was overcharged for my room so I asked the guy at the desk if he could explain the charges to me because the amount I was charged wasn’t correct he kept saying well I don’t know I really don’t have an answer for you it’s not showing me your charges so I pulled up transaction and showed him he again said well I don’t know maybe the difference will be refunded when you check out but you still have to pay a deposit so I told him what he was saying made no sense and if a manager was available he then says well the manager just left so you can check in and talk to her tomorrow or ill just cancel your reservation. I continued to check in because i didn’t want to go thru the hassle of trying to find another hotel at night. I get to my room and the toilet is clogged up so I go to the desk there’s a very nice lady there she tells me maintenance isn’t available and she just got there so let her find a plunger I ask her if I could be switched to a different room she says unfortunately there are no rooms available. She calls my room some time later and says she can’t find a plunger but she can send me to another floor to use the bathroom and maintenance will fix the toilet first thing in the morning 🙄 at this point what other choice do I have. Morning comes still no maintenance so I call the desk and ask if maintenance had arrived yet she said no is there something I can help you with so I informed her about the issue with the toilet and let her know that I spoke to someone at the desk last night and was informed maintenance would be at my room first thing in the morning she says she wasn’t aware of that but she would send them as soon as they got there which she did. My overall experience was terrible and I wouldn’t recommend this...

This Hilton Garden Inn was by far one of my worst experiences in any hotel. Upon arrival the front desk assistants put off rude gestures, attitudes and were not very helpful with questions. As I entered my room there was a terrible smell and the room was stuffy. I had been traveling since 2AM and this was well after lunch. So naturally the only thing I wanted was to shower and take quick nap. When using the toilet it didn’t seem to want to flush properly, each time I used it I had to hold it down for seconds for it to flush completely. When I took my first step into the shower there was a gritty feeling all along the shower floor. Once finishing my shower I grabbed the towel and washcloth. The towel had faint brown stains all over it, and the washcloth had a hair on it. Moving on to the best part, when pulling back the comforter on the bed the sheets had a huge brown stain on it. Very visible to the eye and the first thing anyone would see when getting into bed or making a bed up... I immediately called down to the front desk and she sent replacements up. However, when the staff entered the room they wanted to talk amongst themselves in a different language and pointing to the stains, which was very rude and disrespectful. At that point I asked to switch rooms, and none were available which is hard to believe when the parking lot was empty. To sum up the stay, at checkout, which took place early in the morning there was no one at the front desk. After waiting 5-10 minuets a guy appears in the corner of the lobby. I politely approached him and to ask if there was anyone at the front desk? His response was “yeah me” and rolled his eyes. Conveniently, the computer system was down and he never asked my name or room number. Overall, this was the worst visit I had ever had. No one was welcoming or offered to accommodate any...

My family and I had a good stay at the Hilton Fort Worth Fossil Creek, but unfortunately, the management team almost ruined my confidence in the integrity of Hilton. I was charged a no-show fee despite consistently communicating with the hotel staff about my travel delays. It seemed clear to me that I was entitled to a refund, and I’m grateful to Edgar, the gentleman at the front desk, who made an effort to resolve the situation and was kind, caring, and understanding during our conversation.

Unfortunately, the manager Jerry Rivera and staff member Candace were not helpful, lacked compassion totally and even dishonest in addressing my concerns. They stated that their system would not allow them to issue me a refund, however upon reaching out to Hilton Headquarters, they communicated differently and I learned that they in fact could have issued a refund, but were resistant even after Hilton Headquarters gave the approval, leaving the Hilton Customer Relations Rep at a loss for words at their rudeness. The management team's lack of understanding and resistance to resolving the issue left me feeling frustrated. After reaching out to Hilton's headquarters, they took immediate action, overriding the local team’s decision, and ultimately compensated me for the inconvenience. This was a great relief, and I’d like to specifically thank Celine, a true angel and amazing human being from Hilton Customer Relations for stepping in and restoring my confidence in the brand.

While the hotel itself was pleasant and I had no significant issues with my accommodations, the way this situation was initially handled left a lot to be desired. I hope this review encourages the Fort Worth Fossil Creek location to improve how they manage guest issues in the future. Thank you again to Hilton corporate and especially Celine for making...