Sheraton Fort Worth Downtown Hotel — Hotel in Fort Worth

Beautiful and clean hotel with spacious rooms. Was really having high expectations and looking forward to a great stay. We booked the Sheraton due to my daughter have a cheer competition at the convention center across the street. This hotel was on the “stay to play” list for this competition. For those not familiar a “stay to play” is exactly as it sounds, you have to stay in specified hotels to be eligible to compete. That rule alone is the ONLY reason we didn’t get up and move hotels shortly after we got there Friday. I am not sure what event was going on, but our floor was full of college kids, and we were on the third floor so I can only imagine those on the floor beneath. They were loud literally yelling, obnoxious, drunk, throwing up, slamming doors all hours of the night. A bar would’ve been quieter. I personally went out and asked them to stop, nothing. My husband went out the next time and asked them to stop, nothing. And we were having to sit there and listen to their threats of kicking our door down and jumping us because we asked them (nicely I might add) if they could keep it down. We called security three times to get them under control because it was so bad. Finally after 3am we were able to go to sleep. We woke up Saturday praying that they’d of checked out and be gone, nope. They were dragging their friends out of the car in the valet line Saturday afternoon because they were so drunk they couldn’t even walk to the elevators. Doing this in front of all the guests and children who were staying here for this competition. Saturday night at around 2am they got back from the bar (I assume) and were kicking the doors to their friends rooms to get in on both sides of us and across the hall. They were kicking so hard that I’m surprised the doors didn’t come off the hinges. They were laying all in the hallway floor (my husband was watching them through the peep hole) eating pizza with the boxes stacked ON TOP of the pizza itself eating the pizza right off the carpet kicking it around to one another and smearing it in the hallway carpet. We had to call security AGAIN 2-3 times Saturday night. I can’t even remember how many times we called I was so exhausted to finally get them under control after 3am. We got 2 hours of sleep as we had to be at the convention center for my SEVEN YEAR OLD daughters competition early on Sunday morning. We got ZERO rest. The staff said they were going to charge them a $250 disturbance fee per room. Great…..for Sheraton! But what about us who paid money to stay there and couldn’t even sleep?! Who had young kids!!! We can’t get management to call us back in regards to a refund. Regardless of the complaints these kids were never removed from the hotel leaving the rest of their paying customers miserable. Next season we will stay down the street at the Hampton where you have to sign a noise complaint form and will be removed from the hotel if broken. Absolutely miserable. Will NEVER stay here again. We will see if Sheraton even calls to make it right and issue a refund, or if they’ll just pocket our money, the college kids money and their $250 each disturbance fees.

EDIT: I am editing this to say that I did reach out to Mr. Standifer via email and he made it right for my family by issuing a full refund for our room and valet parking fees. Thank you for making this right, and not taking this...

I stayed at this hotel for a conference. I was here for 4 nights total. My first impressions of the hotel were top notch. I had a king room on a higher floor. The room was very cool (temp) and refreshing after a long hot day traveling. I had a view of the train below and the moon at night. First night's rest was great. Bed was comfortable. Bedding was adequate and clean. First morning up and out and that is when I started to notice few minor things that changed my excellent review. The TV volume brightness kept going in and out. The shower pressure was light and the nozzle too low. There was no fan in the bathroom, so everything steamed up fast. The wi-fi for basic internet was so slow I couldn't do simple email. It kept telling me I didn't have access. It was not great. A couple of other minor things. The coffee shop closed too early. For the entire time I was there, I never got to visit the shop and I was often on a hunt for coffee at 2pm needing that afternoon bump. Yet, there was only black coffee being served at the bar and it took me 20 min to get that order from the bartender. And that last day, I decided to go to the conference hall a little later and the housecleaning staff tried to walk into my room two times in no more than 5 min, despite the sign on the door. So, it was all those minor things that just kind of built up and made it difficult to see all the good things. And there were good, no actually, great things. For example, the staff were super nice and responsive to any and all requests. I don't think there was a single rude person on that entire hotel staff (with the exception of the snafu with the housekeeping staff). The hotel was quiet really quiet in my room. I didn't hear anyone or anything outside of my room. That is unusual for such a busy hotel. And I already mentioned the air conditioner, but it really made coming back to my room a thing to look forward to every evening. In June in Texas, that is a must have. So, that is why I gave this hotel a 4. They are on the right track. They need to improve their food and beverage options and service. And they need to look at the details a little bit, but overall, they are running a good ship. Oh, and FYI, I just called to get a duplicate receipt from the hotel. The staff person was so kind and on top of it in customer service. So when I say their staff are top notch. I mean, top...

As a Platinum Starwood member, I am very familiar with the Starwood properties and standards that are set for guest experiences. I am a frequent traveler and continue will my loyalty to your brand.

I have never had such a disappointing experience with a property as I did this past weekend in Fort Worth. It was supposed to be a treat for a friend’s birthday, but instead was the butt of all jokes.

Below is a summary of what we experienced:

Upon check in, we proceeded to our room at approximately 7pm. In the hall to our room, there were empty food trays with breakfast items on there. There were 4 dirty trays and the hall reeked because of it. It looked dirty and sloppy. Not a great first impression. Later that evening we tried to order room service. I spoke with a woman who took our order. One hour later when I called to inquire when everything would be here, no one could find our order. Starving, we replaced the order. No one ever called to acknowledge they lost the original order. The hotel was not that busy. In the morning, we went up to the club for breakfast. While yes, it was busy. It was filthy. Crumbs everywhere. Serving carts left in front of the food making access a maze. Filthy bathrooms. At check in we specifically requested a late check out. A Platinum benefit I enjoy. Yet we get a knock at our door at 12 saying we need to check out. The 4pm check out was never communicated to the cleaning staff. While I am not sure if you operate the spa in your building, the experience there was less than stellar as well. The receptionist greeted us and told us how she just got there and was all agitated because her alarm did not go off. Not our problem We just wanted to book massages for later in the day. She was not very knowledgeable about techniques and differences in the package. She told us about the 60 minutes massage. Which was in fact only 50 minutes. Another disappointment. Finally it was time to check out. And there was not a valet to be found. I tried to call down twice to have the car ready. No answer. We ventured downstairs to the valet stand where 2 men were sitting in their who seemed perturbed when we asked to get our car.

The entire experience was simply unpleasant and the level of service was lacking. It was a waste of points and a...