Hilton Garden Inn Fort Worth Medical Center — Hotel in Fort Worth

This hotel and it's staff are absolutely amazing. I called them on June 28th inquiring about a room. We were in Fort Worth because my father in law was in the ICU at Harris Hospital. I think to fully understand you should know that we had just been told my father in law had brain damage and there was very little hope. I have always been a Marriot person but this hotel was so close to the hospital I knew it was the best choice for the situation. I called the Hilton Garden Inn Medical Center Hotel thus began one of the best hotel and staff experiences of my life. I told Jillian that I was looking for a room and their hotel was closest to the hospital, she gave us a room rate that was lower because of the situation which I thought in itself was amazing! Then when we left the hospital that evening after a very trying day and went to the hotel. First this hotel is extremely beautiful just walking to the front desk was breath taking! When we checked in the staff was so friendly and professional. We went up to our room and found on the desk waiting for us two envelopes with our name on them. The first a letter from the staff saying they were sorry for my father in law being in the hospital, telling us if we need anything at all don't hesitate to ask, and letting us know we had a fruit platter in the refrigerator and telling us the other envelope contained a get well card from the entire staff for my father in law. Can I just take a minute right here to let you know after the day we had just experienced this little personal touch had been bawling. This made me feel so welcome and beyond grateful that they would take the time to do such a thing! I have never experienced that kind of care from a hotel. Any time we stepped foot in the lobby there was an employee there asking if we needed anything or what they could do to help us. Okay I get it, this is a hotel and that's their job, but let me just say I never in my life have felt so "at home" and welcome anywhere! These employees really make you "feel" special. They make your stay their priority and not just like they are there for a paycheck. A few days later I had all my laundry gathered and headed downstairs to the laundry room and encountered one of the employees on the elevator. She asked about our day, inquired about if we were doing laundry there and after a brief discussion showed me the laundry room, took me to the front desk so I could get some tide, told me that both the washer and dryer were a dollar and made sure I had change. The laundry room has 2 washers and dryers I did my laundry and they work just like my machines at home. The laundry was clean and the dryer dried them with just the first dollar. We went down to the hot tub to relax out some of the kinks of 12 plus hours in a hospital waiting room daily, wow the hot tub was just what the doctor ordered. The jets all work perfectly and the hours were great for us. On Thursday we lost my father in law and when we came back to the hotel we were a mess. The staff was exceptional. I asked for privacy should anyone call or come by asking our room and it was of course mam I'm so sorry, anything we can do. There is a manager there named Toni and throughout our experience we had seen and talked with her, wonderful person by the way, I came back downstairs to go to the car and she stopped me to let me know she was sorry for everything we were going through and knew how rough it was and then told me the hotel would be comping our stay. I was bawling. I mean truly this place made a nightmare trip bearable. Everything every single person there did was not just their job it was above and beyond. It was the mark of excellence. I will for the rest of my life look for a Hilton hotel when I stay somewhere, and we travel frequently! I felt valued as a person as a customer. I cannot tell you how much of a difference you will experience at this hotel but I can say there's no where else I would stay in this city! Thank you Jeanna...

I really like the pool here and normally do not have many problems at the hotel. Unfortunately at our last visit on 1/13/18 we had several issues though. We stayed in a king room the first night and found someone else's shirt that was left behind : / Plus my daughter found a pill on the floor. We got it from her quickly but it shows the room was not cleaned very well.

At the pool that night there was someone "sneaking" people in left and right for a party (cake, balloons etc). After an hour of under-supervised and rowdy kids and coming in non-stop, I brought it up to the front desk. At first they said a family booked rooms next to each other. When I asked why none of them had a key to access the pool and where being let in by one person and mostly from the outside of the hotel, they didn't have a reply. Personally, when I am staying at a hotel in the winter, you will not see me coming from outside in my swimwear to enter the pool. Anyway, when I walked back into the pool area, the main person received a text and everyone quickly grabbed their belongings and left. If the pool wasn't already crowded or if the kids were being supervised I wouldn't have said anything but there comes a point when the safety of everyone is more important.

The next morning we changed rooms and everyone was helpful but did not seem to care when we told them of the incidence in the last room. (Clothes and pills in the room)

Another plus was they allowed us a complementary late check out on the day we were leaving. This was extremely helpful because our youngest had a Dr's appointment later in the day and trying to find something to do for 2 kids during nap time is never fun. But housekeeping kept walking into out room asking if we were leaving yet. They walked in on us twice even though we explained the late checkout. We finally put the security lock on the door so at least they wouldn't be able to just barge in like they had been doing. Even then they still came by often to ask us when we were leaving. This started way before check out time and had us annoyed pretty quickly, especially since it seemed like someone was walking in everytime our daughter would try to fall asleep for her nap. Unfortunately she was not able to nap, which made the afternoon Dr appointment pretry stressful. : / I guess I will know better now and will not ask for a late check out again. The last issue that was very upsetting was after we returned home and I checked our bank statement. We had a charge for the 2 nights we stayed which was correct but we also had a charge for an additional night. The charge was not pending like a hold on an account would but had been posted. When I called the hotel about the charge I was repeatedly told that we were only charged the 2 nights, which was 1 charge on our account. I had to push the issue several time before she said she found the extra charge. Then I was told it was because I made 2 reservations and had a no show for one, which meant I would be charged for 1 night. Obviously I was not a "no show" and we only booked 1 reservation so it was a ridiculous charge and she finally said she would reverse it. It makes me wonder how many people are charged this extra day and do not notice it and if I have been charged it before and missed it. It was a very unsettling feeling, especially when we stay at Hilton hotels...

Very nice and clean hotel with a few small gripes.

The hotel was very clean inside and out, from the lobby to the room and bathroom. Rooms have a ton out outlets between the alarm clock and charging station on the desk. Staff was friendly and greeted me when returning. The walk from the garage to the hotel isn’t as bad as people make it out to be, it isn’t crossing a “busy street” you walk across the loading zone in front of the lobby. My only issue is the price which I will get to. Location is good, it is right off the highway and can quickly access most parts of the city like food, grocery stores, Walmart in a 10 minute drive. And in walking distance from the cowgirl museum and zoo. As well as a great taco place right next door. I unfortunately never got to try the food from the kitchen as I was out late every night and ended up eating out. So I can’t speak on that.

Now for the cons. First would be the wifi, even being an “honors” member the wifi that they give you basically useless. It is just enough to scroll through TikTok on your phone, but it struggled to play a YouTube video on my laptop without buffering. Faster internet is being a paywall at an extra $5 per night. The garbage in the room was very small, and didn’t have bags. I thought maybe it had just been forgotten but once room service came and emptied the trash they still never put a bag in, which doesn’t really effect me but I was mindful of what I threw in the bin so room service doesn’t have to clean it out, like food when eating in the room. And with room service only coming through every other day the trash bin filled up fast, no trash bin in the hallway either that I could find. So we ended up bagging up most of our trash and walking it to the parking garage trash on our way out for the morning. Which leads me to the next thing is that the parking garage is an extra $15 per night. I don’t have an issue with it being detached and having to walk to the hotel, but I really don’t see what I am paying for. The parking garage isn’t closed off, anyone can go in, from what I have seen it is not patrolled, there are signs saying they aren’t responsible for any damage or stolen property in the garage. So again, I’m not sure what the premium parking fee is for. Again those are just the small gripes, everything else was great. Better free wifi, free garage, (at least for members or something) and a larger trash bin in the room, or one in the hallway would make this...