Staybridge Suites Fort Worth West by IHG — Hotel in Fort Worth

The location of this hotel is excellent. It's very close to many restaurants and stores like Walmart and Albertsons and also very close to the freeway. The beds were very comfortable but the mattress on the pull out couch was horrible and I bought a air mattress to use for our stay. We stayed in room 205. During check in, the only information the young lady at the front desk provided us about the hotel was that cleaning service was not available on the weekends, she didn't even provide me with the check out time, but I already knew what it was. There wasn't any information about the hotel, it's amenities and local attractions or services near the hotel, which I thought was odd since every hotel I've stayed in there's always been some sort of documentation providing this type of info. There wasn't even a pad of paper or pen in the room. The size of the room was adequate however the cleanliness of the room was the biggest issue. There was a slight musty smell in the room. The bathroom was not adequately cleaned. There was mold around the shower hardware and dirt and mold in the corners of the bathroom near the tub. There was 4 of us staying in this 1 bedroom suite and my 8yo son who has allergies had breathing problems and lost his voice, he said his throat was dry. I too didn't feel well while in the room, but once we were out and about for a few hours I felt better and my son could speak louder than a whisper. The carpet felt sticky in places, we did not walk barefoot in the room.

The complementary breakfast was very good, ample hot and cold items to eat. The coffee is no good, we ended up buying coffee at the store and made our own. Awesome perks are the free washers and dryers, however 2 of the washers were out of order. They also have a work out room and a patio area with a grill. They also have a pantry which you can buy some cold drinks, frozen dinners, ice cream, and any necessities you may have forgotten. But it's cheaper to just go across the street and buy these items at the local stores. We had issues with our key and I wanted to let them know about a broken drawer on the vanity and the moldy water that was sitting in the bottom of the dishwasher. A different woman was at the counter and she was very helpful and had a lovely deposition. She made up for the young lady who works the later/night shift.

My suggestion to management is to thoroughly clean and shampoo the carpets as well and having the air conditioner and the air ducts cleaned and have the cleaning service do a better job on the bathrooms. Also provide information about the hotel...

The room was ok, until we started to find live roaches in the bedroom. The service service was terrible. I was constantly being skipped by room service, even when I begged them to come change the trash. Two of the night receptionists were amazing, the girl was very charismatic and made it feel more inviting. One of the girls that worked during the day was very uncomfortable to talk to. There were several times when I would tell her that someone was blocking the sidewalk and I couldn't get off the sidewalk because I am in a wheelchair. Other times I would tell them that someone was blocking the loading zone next to my van which made it impossible for me to get in. Every time I brought up access issues, she would shrug and say there's nothing she could do. Tammy, the manager, was also rude. I told the front desk that my toilet stopped working, and after waiting several hours they sent the maintenance guy, who was amazing, but it had started working again and it was actively being used so he couldn't come in to look at it. Over the weekend it had stopped again, and it was the only accessible restroom in the suite which was the only one I could use. The receptionist was told around 7 am, and she said the maintenance guy would probably be at work around 10. I waited until 1pm before I called the desk to see how much longer it would be, and the same lady said that it was his day off, and since my dad is a plumber he will fix it. Guests are not allowed to do any sort of work on hotel equipment, especially plumbing because that is sewage and can be a health risk. They did not want to call a plumber or pay for my dad to fix the toilet, and said I would have to wait until Monday. I said I can't hold my bladder that long and they didn't care. They cared so little that Tammy told my insurance that we needed to leave Monday at regular check out. They then told a different insurance person we had until Wednesday after I called and told them what was going on. They kicked us out supposedly for remodel, but I didn't see anyone else packing out, and I saw at least one room being moved into. If it was for remodel, I don't believe they would have told us to be out that fast. The pool also wasn't accessible as they said the part where the battery for the pool lift was broken, Tammy said the owner had broken it. Unprofessional and inaccessible, the only redeeming quality was...

We're finding as we travel (and unfortunately in these COVID days, travel we must) that the mid-range IHG (Holiday Inn chain) and Hilton properties seem to be following into two broad categories. Pretty good, thanks to cheery, helpful (meaning, goes a little above the expected to meet guests' needs), careful attention to coronavirus precautions, and a real effort to provide as many of the comforts of home as possible, given the drop-off in business and, in many cases, what appears to be short-staffing. And then the second category: serviceable at best.||||This place falls into the latter. Whereas many, many properties make an effort to at least provide a hot breakfast of sorts — carefully dispensed by staff, not laid out in buffet style because of coronavirus concerns, this place (and one or two others where we stayed) offered a "grab bag" with the following nourishing offerings (I jest there): a bottle of water, a granola bar, and a muffin. In other words — a hefty dose of sugar with water to wash it down.||||Oh, and get this: no coffee — not only none available any time on a help-yourself basis, but NO COFFEE AT ALL. I guess cutting back on the kitchen attendant position meant no one else could make coffee as well. So bring a thermos of java if you stay here.||||But you are Spire members, you might say, and Diamond members in the Hilton chain. That's not some hoity-toity entitlement; it's an earned level based on dozens and dozens of nights of patronage. One staffer at the current hotel said, "You're a Spire member? We'd go GET you a cup of coffee if you asked for it.) Again, we don't consider getting a cup-a-Joe a snooty privilege but a hotel basic.||||And the hotel I'm reviewing even kept count of the number of breakfast "bags" AND bathroom item refills that we required. Believe me, we weren't hoarding granola and muffins. Have things come to this?||||Otherwise the place was . . . well, Staybridge-average, with a competent but unmemorable staff, the commonplace-these-days flourescent-light look in rooms and out, the usual Staybridge-style dormat-quality linens, and (be aware of this if you need a handicapped space) very few such spaces available.||||||The neighborhood is not exactly restaurant row, and it's a haul to downtown.||||Nothing to write home about, in other words, so I'm writing...