Marriott DFW Airport South — Hotel in Fort Worth

Attended this hotel for a concert and our anniversary and had the worst customer service experience imaginable. Hotel did not have the staff to accomodate guest or have luggage carriers to roll luggage to your room. When we asked about one we were told "if you find one you find one." We went to the restaurant for dinner and after 45 minutes nothing. When we asked about it we were told "oh, I forgot to put that in." We had to rush just to find fast food also making us late to our concert. When we expressed our concerns we got a sorry, we were busy but here is 5000 points. This is a value of $20. After contacting them again I received this email in response:

Good Afternoon,

We had a phone call about your request due to the inconvenience and the compensation given for this inconvenience recently. I do believe that your statements about the service we rendered during your stay is correct and I believe we could have done better. I tried to get your stay refunded but unfortunately it was unsuccessful. This means that the compensation of 5000 points is the final compensation.

It is evident that Marriott could care less about their customers and even less about trying to resolve the situation.

I would highly recommend you find another chain altogether.

• Update December 07, 2024

Received generic response aimed at softening a negative review. It's been over a month and this hotel chain has done nothing about the issue and sent the following response accepting fault but making sure I knew they were going to do nothing about it. Here is Marriott's response, "We had a phone call about your request due to the inconvenience and the compensation given for this inconvenience recently. I do believe that your statements about the service we rendered during your stay is correct and I believe we could have done better. I tried to get your stay refunded but unfortunately it was unsuccessful."

Marriott STOLE our hard earned money and has zero interest in doing anything about it! Find a better chain; never had a problem...

I enjoy Marriott and will continue to use Marriot hotels. However, I will never stay at Marriot DFW Airport South again and would not recommend this hotel to anyone. We booked this hotel to attend a concert at AT&T Stadium. We booked well in advance, so booking this hotel was not a last-minute book out of necessity decision. It was a choice based on other great experiences at other Marriot Hotels. There was paint peeling and flooring loose from what looks to be a flood. The restaurant was entirely short staffed. So much so that they were doing more of a dis-service to the restaurant by keeping it open. It would have been much more acceptable to have just closed it entirely and set up a continental style breakfast. We waited over 45 minutes to even get our water and coffee. We pushed past that and even let the waitress know she was doing great and we would be patient that we had time. One of the plates we ordered had completely raw eggs in the huevos rancheros, like egg white slime raw. My 6 year old daughter ordered pancakes and bacon and only ever got the bacon after being told several times it was coming out. We waited an hour and a half, and the pancake never came out. This omelet that I ordered tasted like it had spoiled eggs and the hashbrowns that were seved with it were black on outside and ice cold on the inside. Not even a slight bit of browning. The ice maker had a leak over top of it with a huge hole in the ceiling above it with water dripping into the ice maker that everyone would get ice out of. There was shertrock and water covering the floor. I took a video and showed it to the staff and informed them of the issues with the breakfast. We were at the hotel for over an hour after informing staff of the leak, and still no one had even gone up to look at it, and water was continuing to leak into the ice maker and floor. I have video and pictures and would be happy to...

We stayed a few days for the weekend for a Dallas Cowboys game. First of all at the very beginning they had to switch us rooms cause we reserved a King with a sofa bed because we had 3 guests and they put us in a room with a King bed and no sofa bed, so right away BAD! Next the indoor pool was closed which was one of the reasons we picked the hotel so we never got to swim. Then one of the elevators wasn't working so we had to wait longer for one elevator with 6 plus levels and we were on the 5th floor so it was not ideal to be climbing 5 flights of stairs with all your luggage! My husband had to go all the way down to the ground level because their ice machines on 1-4 floors didn't work. The major thing that happened though was their Customer Service- When we arrived we asked if we could extend our stay an extra day and was told to just go online and make another reservation for the extra day. When we tried to do it online the prices were almost $100 more for one day and they had multiple rooms available. So we called the front desk to see if we could just add another day with their Customer Service and we were told that they did not have any rooms available even though we were told to go online to make the reservation and their website and Expedia had multiple rooms available online but they were over pricing it. So we called them back and were told that we were lying and that they were fully booked, I actually had to take a screenshot of their website and Expedia to show that they had rooms available. After a back and forth they finally told us that they miraculously got a room available but we were already so frustrated so we left and went to another Hotel. All they offered us was 2 breakfast vouchers even though we had 3 guests🤦🏻‍♀️The main Customer Service person that was very condescending and Rude was "TJ", also the girl "Daisy" told us misinformation. Overall our stay...