Homewood Suites by Hilton Fort Worth West at Cityview, TX — Hotel in Fort Worth

Update, my bank released the hold as it had been 15 days, with no help from the staff at this place. The general manager by title never bothered to respond to my calls or messages or email. My bank blocked them from ever having the ability to use my card information again. As i stated previously, i would sleep outside before ever giving a Hilton hotel my money again. These are by far the worst customer service employees I've ever dealt with, and as front desk employees and managers, if you want to call them that, they really have no place acting uppity and bougie. The fact that the actual Hilton corporate supervisor not understanding basic phrases and lacking the ability to comprehend the simplest statements says a lot. Take your money someplace else!!!!

I am currently in hold with Hilton corporate customer service trying to get a hold released from my account from December 3. I have spoken to the assistant General manager, Sharra, multiple times and she has been completely unprofessional, unhelpful and disrespectful so it has been over 14 days, I did a 3 way call with my financial institution and the unprofessional and disrespectful assistant General manager and she hung up, I then gave her the number for my financial institution and she lied to me and refused to provide an email with a receipt of the date the hold was released in order to provide it to my bank. She also did not provide me with the general managers contact information, Sunita is her name, and I finally got that information from Vivian, the only professional employee Hilton seems to have, and I sent an email and this morning attempted to call Sunita, who has a voice mail that is full so a message can't be left. Customer support at the corporate office, a supervisor, didnt have the ability to send me an email or assist in anyway whatsoever and told me I had to take all the same steps again and claims I wasn't giving her a chance to assist me. Sunita or sharra, neither of these 2 so called managers are available until after 3pm today apparently and of, btw I also had a claim opened through the website and it states within 3 days management will reach out to me to resolve the issue. That was December 9, and I've heard nothing. These people apparently like to play with my time and money. Let me add that I have a son and we were staying the 2 nights there to escape from an unsafe and frankly dangerous situation where we lived and I am disabled and spent over 100 each of the 2 nights out of my disability check to have someplace safe to go prior to moving into this wonderful place in now living. I caused no damage and in fact accidentally left behind about $20 in groceries in sure a member of housekeeping enjoyed, which I'm hoping it was a blessing to whomever. I have now been hung up on by the young lady currently working there this morning, December 18,2023 at 9am, the customer support supervisor at corporate and I still have a pending charge on my account from my first night there. This is not a place you should stay if you value your money, time or expect any respect or have a heart and if you like to see women that are disabled with children that are running for safety mistreated and disrespected and their money being held, by all means you will fit in at this hotel. My son is having surgery this week, and is Christmas time, I wanted to do something special for him and this money would have helped me to do so, and I'll still do it, but it won't be helped to be any better by the Homewood suites chain by Hilton or by the Hilton chain at all. I've worked extremely hard my entire life and will be 46 this month on the 26th, and unfortunately I'm no longer able to work and make the money I did when I was younger. I'm really disappointed that there are such terrible people in this world. I wouldn't stay in another Hilton hotel even if I faced homelessness again or was in another potentially life...

I have stayed at Homewood several times on Georgia and every time it was a splendid stay. But this time at the Overton Ridge location in Fort Worth, my experience could not have been worse. Our client made a reservation that was to be from Tuesday night through Froday night and a studio is all that was available. We arrived at 10:10pm Tuesday after driving 13 hours. I immediately began loading a bell hop with our luggage. By the time Ingot inside, my wife was told there was no written authorization even though the room was confirmed. We provided the confirmation number. Then we were Ted we only could stay 2 nights instead of 3 - really! What happened to 4 nights? Since we were tired and in a bit of a bind, she cancelled he other reservation and paid for one night. Guess what? It was a suite which they said was not available previously. We decided to go somewhere else. I called the front desk. It has only been about 30 minutes. I explained that we were going to leave and needed a refund. The young man put me on hold then came back stating he couldn't promise a refund until tomorrow morning when his manager comes in. But we're leaving tonight, I said, and we have not used the room at all. He said there would be a cancellation fee if not cancelled before 6. I explained that they messed up the original reservation so it was cancelled w/o a fee. I guess b/c our client didn't book until after 6? Don't know, but we just booked our own as a walk in a few moments ago. He acknowledged that his record shows 10:22pm noting we were on the phone now at 11:05pm. I asked how much would the fee be? He said $139 which is the total cost of the room. Yep! I became upset. Told him we had only been there less than an hour, only used the phone in the room to call him b/c they messed up our reservation. He explained that he could not verify a refund until his manager came in the next morning. So where does that leave me? He suggested I stay so I would not loose the $139. Yep! That was his solution. We have your money and dare you to leave b/c were probably going to keep it. He said if we are in the room for 5 minutes or the entire time, house keeping had already left, occupancy was at 98% and therefore it was too late at night to do anything b/c they couldn't sell the room now. I understood where he was coming from but what happened to providing fairness to a customer?? I also asked if he could come inspect the room to see that's nothing was disturbed. He said "not this late at night". Frustrated, angry and tired - there I stand taken for $139 whether I leave or stay. Homewood messed this up and took advantage of our situation. The young man told me, either way, under these circumsta, they get to keep the revenue. I promise, I will remember this the next time I select a...

Certainly not worth the extra cost compared to other hotels in this class. Initially, I was pleased with the room, nice little kitchenette, separate bedroom, generous desk space. . .however, by the end of the stay, I knew I'd never stay here again. Evidently, the desk didn't encrypt our cards properly, because 24 hrs after we checked in, the cards wouldn't open the door, which, of course, was completely around the side of the hotel, forcing us to walk in bitter cold all the way around and enter the front. The desk clerk simply said, "Here you go" when she rescanned them, one of which quit working the next day. That was the minor problem.

The bigger was that out of the two hvac units, one didn't heat at all and the bedroom one roared loudly every time it cycled on. I did call the front desk to report no heat, and of course, they offered to change our room but you know what that can be like, to pack all of our belongings back up, etc. She then offered a portable heater, which I said would be fine. Two hours pass and then I finally get a call that I am welcome to hike to the desk to get the heater. As it was getting quite cold in the room, we did so, and picked up the old, 1500 watt (basically undersized to heat the room anyway), cracked heater. Luckily, we didn't spend much time in the hotel room anyway, and just covered up with blankets if we used the living room area.

As for the breakfast, I'm assuming that maybe weekends are better, because our choices were pretty dismal. . . . scrambled eggs, chicken sausage patties (flavorful but very thin and dried up, needed a knife to cut them), chorizo, tortillas, cereal, oatmeal, and a smattering of bread/rolls that quite honestly, were not very appetizing. Certainly, for the price we paid, there are much better...