SpringHill Suites by Marriott Fort Worth University — Hotel in Fort Worth

I booked a room with this hotel for two double beds and a sofa bed. I was fortunate enough to be able to book through their Event Specialist Lisa Reinhart. Mrs. Reinhart was a pleasant person to talk to and had great customer service. I explained to her our families past disappointments with a renowned hotel that was not a marriott, and I was assured by her that expectations would be met and that she knew this hotel would make for a very pleasant stay with great service and clean rooms.

The morning we left to reach the hotel my husband called to confirm our reservations and was met with a receptionist who had very poor customer service skills and would not confirm we would have a room waiting for us. I was unhappy with this response and so called back to see what the problem was only to run into a different receptionist with the same TERRIBLE, downright rude customer service. She said nothing would be ready by early check in (which I had requested) and said that the hotel was completely full. She said military personnel was in the upper story room I had requested and they could leave anytime they wanted even if it was after regular check in hours of 3pm. She remarked that a room would be or not be available depending on if someone came in BEFORE we arrived requesting a room that fit our description. I'm sorry, what?? I was obviously displeased with this outcome and insisted that either a room be available when I arrived in 3 hours or that a manager better be available, one or the other. She said she understood.

Upon my arrival I am greeted by the woman I am assuming my husband had the displeasure of talking to by the name of Sevia (my apologies for any misspelling). I told her who I was and requested my room key. she said she had one ground-level room available (which matched to a T the room I had described to Lisa in my LAST nightmarish hotel stay), I was upset but decided to check on its location before I refused to take it. It was between bathrooms and an exit door on the ground level. Having three very YOUNG children I did not feel comfortable on the ground level or near an exit door. So I went back and politely refused the room and requested a different one, asking when another would come available. She said one on an upper level was available but the tenants had not cleared out yet (it was now between 12:30 and 12:45p) She said she could not guarantee when this tenant would be leaving. I asked if she thought it would be available at 3pm. She insisted they could clear out whenever they chose and housekeeping would not rush them. ok????

My husband and I said we would go to dinner and be back a little after 3pm and would expect a room to be available then. We left with still NO guarantee of a room to stay in or a refund of the money spent (which we had paid for about 5 wks prior).

We took our time and finally making it back through terrifying weather, was greeted by another receptionist. Her name was Elizabeth and she was incredibly polite, very respectful, and very happy to assist us. She handed us our key to the upper level room and we unpacked and settled in for a few days stay.

After that our stay was WONDERFUL. The housekeeper exceeded expectations and went above and beyond to make our room clean and welcoming each time she restocked our room amenities and emptied the trashes. At one point she even remade the beds and placed our children's stuffed animals on the pillows delicately.

Overall wonderful place to stay. The customer service could be better with some of the receptionists. I must note that the housekeeping management implied she would be disciplining Mrs. Reinhart for doing a wonderful job and being considerate of all the occupants concerns and requests, but I think that would be a terrible thing to do. Afterall she was just doing her job where someone else, perhaps housekeeping management, had not been.

I do wish Mrs. Reinhart all the best and hope they realize what a Gem she is for their...

It took at least 30 mins for us to finally get to the front desk to get checked in. There were only 2 other guests in front of us. The key pad that is used to program the key cards quiet working and we had to wait another 15-20 minutes for the clerk to unplug and replug the key card pad back in and also call the Manager in to assist with it being down. Finally we the key card pad came back online and began working. Once we got to our room the key would not work. We tried both keys and for several minutes. Even the security guard that was walking around the floor tried several times as well. We all went down stairs, received a 2nd pair of keys and tried again, as well as the security guard, still did not work. The security guard went down to get a 3rd set of keys/cards to try and as we sat outside the door waiting someone actually opened the door to the room we were trying to get in to. It was the couple that checked-in prior to us.

We went down stairs, told the clerk, she disagreed with me that this did not happen, but after a few minutes checking the computer and me advising the room was already given to the couple that checked in prior to us, the clerk gave us another room. We went to the room, and the key did work, but there was someone again already in that room. Thankfully they had the security lock on so when I tried to open the door it would not open the entire way. So we headed back downstairs again to advise that again we were given the same room as someone else already checked in. She refused to believe that this was the case again. This time the security guard went with us for the 3rd room and as he opened the door to the room, and there were people already in the room AGAIN!!!!

Finally on the 4th attempt to get into the room there was no one in the room. It wasn't until this 4th room attempt that the clerk mentioned that the room would be comped and we kindly asked to be called once the Manager arrived.

Within 10 mins of getting into our room we were advised that the Manager was there so we walked downstairs to advise of the situation. The Manager tried to blame the key card pad for the incorrect rooms given, which I know that this was not the fact. He did stated that he didn't know what else to do for us since they already gave us a comped room stay for the hassle. Over and hour and 45 mins after we walked in the hotel we finally were able to get into our bed and go to...

For context, I travel around the state for work frequently and have experienced numerous brands of Marriott hotels and stayed at many Springhill Suites. I know hotels are hit or miss - despite the brand.

This Springhill Suites, without a doubt, is the best I have ever stayed at. I came here not knowing the area. I wasn’t sure if this hotel was going to be in a good or bad area of town - or be well or poorly managed.

The area is surprisingly quiet, clean, and a 2 mile drive away from shops, nightlife, restaurants and grocery stores. The hotel experience was top notch.

From check-in to check-out, the service was incredible and management has nailed down the small details that make the stay memorable. Fruit-infused water for guests when you walk in, fun events in the lobby (there was a root beer float event when I was here), a workout room with complimentary packaged earbuds, and a building thermostat set to a refreshing temperature with almost no humidity. The building felt fresh and brand new, no weird spaghetti smells and feelings of being haunted by ghosts. :)

Complimentary breakfast had your typical hot and cold selections, including gluten free blueberry muffins - which is appreciated by those living the gf life. Shout out to the breakfast hostess who interacted with everyone wishing them a good morning and checking up on them to see if they needed anything. She also took my trash when I was done eating. Once again - a small top notch detail that I’ve never experienced at another Springhill.

Rooms were spacious, clean and relaxing for a lone traveler. The pool was smaller and there was no jacuzzi but the pool area had two gas grills and shaded tables to sit at if one needed fresh air.

The gym had a water cooler, towels, weights, two pelotons and two really new and nice treadmills.

Front desk folks were present always and always wishing you a hello or goodbye when you walked by in the lobby. They were all knowledgeable about the area and carried a conversation with you while assisting you.

Anyway, wow, I don’t usually review things at all. But this hotel I just had to give praise to. Shout out to this Springhill team!!! They should be the model for all other...