Rated 2 out of 5 by Pam19 Room service unacceptable
I ordered room service from this hotel three times during my 4-night stay.
The first time was at 11pm - when I was checking in the front desk told me room service was running until midnight. I called and kept getting voicemail, so I left a message. 15 minutes later I called the front desk when I still wasn't getting an answer from that line and never got a call back. The front desk said don't worry, they'll call you back. So then I called the front desk again 10 minutes later. They said they would "try and find the guy" and call me back. Still didn't hear back from either the front desk or room service so I called a third time. Finally, they said they found the room service guy and I talked to him - 45 minutes after I originally called room service. He said he was the only one working, which just tells me they were ill-prepared for the guest count. They did say they wouldn't make me pay for that meal, but it doesn't really matter to me if I'm there on business and expensing meals.
The second time I ordered, I did not get the toast that came with the breakfast. Didn't have time to get that remedied because I needed to get to a meeting.
The third time I ordered - also breakfast - I ordered "texas pecan granola - served with yogurt and fresh fruit." (I finally was able to order after calling and getting voicemail for 15 minutes but didn't trust the VM option) The granola arrived - but when I picked up the lid it was just dry granola in a bowl - no definitely no yogurt and no sign of pecans, BTW. So I called down and the guy said it didn't come with yogurt. I said the menu said it did - he said he'd run it right up. When he arrived with it, he apologized profusely and said he "didn't have a copy of the menu". Which is weird. Because he is responsible for ROOM SERVICE. Also, you'd think he'd be able to track down a copy in a hotel of hundreds of rooms all with room service menus. I would say if there was one thing he should have in his office it would be this menu.
To his credit he was always very apologetic, and appeared to be the only staff for room service, which seemed inadequate considering there was a conference going on and the hotel was booked.
December 10, 2011
Rated 2 out of 5 by Irishgirl16 Terrible Stay
We were SPGs and given a room with an air conditioner leak that caused the carpeting to be wet and the room to smell like mildew. We asked for another room and it was the same way. They upgraded our fourth room and moved us down to another floor. We finally got a good room, but there was a large group of college students staying on that floor and they were up all night in the hallway loudly talking and playing music. We had to call security at about 3 am to finally get any sleep. We stayed at that Sheraton because of the conference we were attending. But, we will probably never stay there again. For being called a hotel resort and spa, it was way over hyped and over priced. We've had better stays at motels.
October 7, 2013
Rated 2 out of 5 by TristanW Housekeeping is terrible
Arrived at 5PM and room was not ready. Front desk worked to get the room cleaned but took over 30 minutes. And when arrived at the room, the bathroom had not been properly cleaned. There were long black hairs all over the floor still. Will never stay here again.
June 10, 2014
Rated 1 out of 5 by FrankinFlorida Poor Customer Service, outdated rooms.
I've tried to call the front desk for over 2 hours since I couldn't get in touch with room service, no luck. I finally got through and was told his co-worker left early and he is alone, I informed him I can't get through to room service, he said he would call them. Never heard from anyone.
I reserved the largest suite which is a disappointment at best. The toilet runs constantly, I hear the elevator bells in my room every time it stops on my floor. The room door has a 2 inch space between it and the floor so I've heard every conversation out in the hall. The decor is outdated, the carpet is dirty and sticky. The internet drops constantly. Calling this hotel a spa is a stretch. They should pay you to stay here.
August 15, 2013
Rated 1 out of 5 by Shirley26 Dissatisfied Customer
I had to wait several hours before I could check in, which was an hour before my engagement began. There was no refrigerator in the room and the room wasn't clean. There was no where to park and on the website there was information that there was self parking but no mention that it was $15 a night. For the price I paid for this hotel, it was far below my expectations. I am so dissatified with my stay at this hotel. It didn't even have continental breakfast. I should have stayed at the hotel where my friends stayed. They paid the same price and had all the ammentities.
August 8, 2012
Rated 1 out of 5 by Tamara512 DO NOT STAY HERE
My daughter and her team booked rooms in this hotel during a national dance competition which is what prompted me to stay here as well. We arrived to a mediocre room with no internet connection and very limited Wi-Fi. The room was dirty and small. The carpet was stained and the glasses provided had black dirt on the rims. The bathroom floor had dark hair all over it and the sheets were not very clean either. We were told that we could plug into the internet in the room but the connection was not live. There was a desk in the room with a lamp on it that wasn't plugged in or even near enough to a plug to plug in ourselves. All sounds traveled through the walls so it was very hard to sleep. This hotel features homeless people in the lobby as well, which was great considering my 15 year old daughter was staying here. The menu provided in the room was old and apparently no longer offered. The pool was over chlorinated and dirty. I didn't venture into the spa which was probably a good idea. The food offered in the restaurant was ok but there were very few menu choices... three to be exact. All of the food was overpriced for what it was. The staff that serviced our room was nice and the shuttle driver was wonderful. Beyond that there was very little that would bring me back to this hotel. I would not recommend staying here. At 179 a night and 20 for parking it is NOT WORTH IT.
March 24, 2014
Rated 3 out of 5 by notsatisfied33 Old room
The room was old with busted plaster spots on the walls and large stains on the carpet. When I walked in the room was at 54 degrees. I turned it up to a reasonable temp (68) and the carpet stuck to my feet. I guess they kept it cold to keep the mold factor down.
They also said they had a hotel shuttle to the airport. It turned out to be Super Shuttle...one of the worst services available. I waited at the airport for the van for 40 minutes.
Clean/upgrade the rooms and stop telling guests there is a hotel shuttle and then sending them to a 2.5 star van service.
November 1, 2013
Rated 5 out of 5 by SancolRoute66 Great location; great features
This hotel is located right downtown in Fort Worth but, better yet, right across from the amazing Water Gardens. What a lovely spot to walk and explore, day and evening. Hotel itself is very well equipped, with nice pool, dining facilities, etc. Room very comfortable, and the whole building is beautifully clean. Staff very helpful, especially looking out for our "late arrival luggage", that was delivered from the airport, and we were notified immediately, as requested. We only had a night in Fort Worth, but would love to go back to the hotel, and the city.
May 1, 2013
Rated 2 out of 5 by Kay218 Needs Improvement
Reservations & Front desk was awesome with providing the group rate. Check-in & checkout was fast & front desk staff was great.
We did not receive any housekeeping for our 3 night stay.The room including towels, comforters & sheets were all well used & had holes.
I was not pleased with the lack of housekeeping service and I also was not please with the dated room, definitely not what should be expected from a "Sheraton."
The only benefit of staying in this hotel is the proximity to the convention center.
April 11, 2014
Rated 3 out of 5 by RMath Check-in
After arriving over an hour before my first meeting, I thought I would have plenty of time to check-in. I chose the wrong line. I was told the shorter line was for Perferred Guest. I am a member, but I should have stayed in the longer line. The desk clerk was very slow and unsure of herself. The other two were helping two of three people to my one. I was 30 minutes late to my meeting.
July 23, 2014
Rated 5 out of 5 by Mathwiz8792 Better than expected
We planned several 'mini' trips this summer, based on the specials I found from various sources. We used a Living Social voucher for our stay, and in all honesty, expected less than 'stellar' accommodations and service. We were pleasantly surprised and very pleased. The room location was wonderful, the staff pleasant and helpful, the breakfast delicious! Thank you for a wonderful trip!
By the way, I just received another offer for your hotel from Living Social, and I think I'm going to purchase it again! We would enjoy Fort Worth again in the fall.
June 20, 2012
Rated 1 out of 5 by FourSims WORST NIGHT EVER
We always stay at Starwood hotels whenever possible because of the consistency in quality. However, we couldn't have been more disappointed in this one-night hotel stay. Due to the consistent, high-level of noise, we were entirely unable to stay asleep. Cleaning crews, neighboring guests, highway traffic, trains passing right outside the hotel, it was so bad that we packed up at 12:45 a.m. and drove an hour home just to get some sleep. Starwood should get this hotel out of it's portfolio as it doesn't represent the usual quality of Starwood proe
December 12, 2011
Rated 2 out of 5 by HT86 Poor customer service
I was happy with the hotel itself, but NOT with the employees/management. They didn't seem to listen, despite 2 attempts to clarify the names of guests staying with me, and the dates of their arrival. The result? I was charged the full room fee on one CC, and then a "no-show" fee on my other CC. I called them as soon as I noticed this erroneous charge, was given a hard time as to whether the charge would even be removed or not. I was told TWICE that I would receive a call back with an update on what management said. When I failed to hear any final say, I left a voicemail with management. Even then, I still never received a call back. They did refund me, but I had to find out by checking my bank statement online. Just simply poor communication.
October 18, 2013
Rated 2 out of 5 by dissapointed3000 Facilities Need Updating
The facilities are very dated and need replacement. Room carpet terrible, shower needs replacement and AC very noisy. Not what I expect from Sheraton. Employees are excellent, very helpful.One exception is Spa. Two people in our group called Spa to schedule an appointment, but never received a return call! Dinner buffet ok, but planned lunch in PDR was very nice.
May 14, 2014
Rated 3 out of 5 by Jewelrydiva1 Rooms need help
While the hotel was comfortable and nice overall we were very disappointed in our room with the adjoining door to another room. We did not sleep well as it felt and sounded like we were in a dorm room. We could clearly hear the conversations in the next room and just about every noise in the hallway.
A microwave and refrigerator would be a nice compliment to the room.
The hotel is in great proximity to where we needed to be during the day. However we will be choosing a different hotel next year.
July 15, 2014
Rated 3 out of 5 by brandon40 hotel great but bed bad
Overall the hotel was great, but the bed was uncomfortable and I did not get a good night sleep.
July 25, 2014
Rated 5 out of 5 by Deb23 Great Location and amenities
I stayed at the hotel while attending a meeting at the Ft. Worth Convention Center. The Convention Center is in walking distance. I greatly enjoyed the Ft. Worth Water Gardens which is right across the street from the hotel. It helped to make my walks to and from the Convention Center very pleasant. This was my first visit to Ft. Worth. The proximity of the hotel and the courtesy of the staff helped to make it extremely pleasant for me.
I plan to return next year and look forward to staying with you again.
July 9, 2012
Rated 1 out of 5 by disappointed56 terrible experience
I had a terrible stay at this hotel...
1) the room, specifically the bathroom, was terrible. the toilet leaked from the back tank and covered the floor with water. there were small roaches all over the bathroom. i killed 3, and they kept coming. I did not want to even take my bags into my house for fear of transporting them into my home! The towel rack was barely attached to the wall.
2) i was staying at the hotel because i was attending an event. We were given a special menu for our group when we went into Shula's restaurant. Three of us ordered that was listed as a BLT, BUT the menu clearly stated it would have bacon, turkey, and cheese. When it arrived it only had bacon. When we pointed out the discrepancy to the waiter and manager, we were told it was a BLT and the menu was wrong.
November 15, 2011
Rated 4 out of 5 by Sho2014 Super helpful Staff
As Sheratons go, it was a pretty standard, clean, nice hotel. What was extraordinary was the staff, most especially the parking staff. John David went above and beyond helping me get the numerous boxes out of my car, giving me detailed directions, helping me coordinate with my partner's cars to get product to them and got me re packed and on my way in 4 minutes. Outstanding!! The maid service needs to improve but that's it.
March 24, 2014
Rated 2 out of 5 by Steveg178 Old hotel
it is clear that this hotel is old by the extension cord in my room. The lamp on the work desk did not have outlets like modern business hotels, the wifi did not work but the plug in Ethernet did. The shower head was about 5' high and the water hit me in the chest.
In the restaurant I ordered oatmeal. It took 15 minutes to arrive, was almost cold and very watery. I ordered sourdough toast and had to remind the waitress once. I ended up with whole wheat toast.
January 13, 2014
Rated 3 out of 5 by JTK305 Disappointing
I think my expectations were too high. I assumed this hotel would be a cut above some of the others but it wasn't. The faucets leaked, the bath tub surface was peeling, there wasn't a fan/working fan in the bathroom so the door has to stay open when you shower, the wait staff in the restaurant was terrible - very nice but so slow and extremely understaffed. According to the front desk the hotel was booked - Cowboys game that weekend, wedding reception or party, etc. - but yet there was only one bartender and one waiter. We waited 30 minutes for our waiter to return so we could pay our bill (apparently only your server can settle your bill). The nicest part of the hotel - all of the valets are prompt and very nice and you receive two bottles of complimentary water (room temperature however since there isn't a room fridge).
December 17, 2013
Rated 1 out of 5 by Jethrine84 First and Last Sheraton Experience!
This was my very first time staying at a Sheraton and based on this experience will certainly be my last. Our LARGE group comes to town every year and they know well in advance we're coming (our company books a HUGE block in all Fort Worth hotels#. They ran out of towels one night. When we called in the morning it took an hour to get them to our room #I went downstairs after 20 minutes#. It took multiple calls to get a lightbulb replaced. Lipstick on the comforter #ew)! Stood in line for a total of 2.5 hours to resolve issues. Then they charged my card a random extra amount! Called to get it resolved and was told I would get a call the next day....nothing. Called again, got a voicemail. Several others in our large group had similar terrible experiences. I have stayed at cheap motels and had far better experiences!!!!!
July 18, 2013
Rated 3 out of 5 by OutOfTowner12 Not Quite There
There were two flaws: (1) I expected breakfast to be delivered to my room between 7 and 7:15. At 7:20, I went to the door and saw the staff never picked up the breakfast card off the door handle the night before. (2) My room was not cleaned and made up on Saturday for Saturday night. The bed was not made, new towels, new soap, etc., was not there.
April 14, 2014
Rated 4 out of 5 by Aggie95 Great hotel but needs some improvements
The room was clean and the staff was more than accomodating. Shortage of working electrical outlets in the room.
Great stay overall.
July 21, 2014
Rated 1 out of 5 by Neshehan Third times is the charm...NOT
I thought I would give this hotel one more try even after two less than wonderful experiences. This, my third stay left me scratching my head. Not only is parking cost way too expensive, there was no breakfast buffet, no bloody Mary mix, no wheat bread, and the walls are so thin any noise is quite noticeable. This hotel was once a four-star and reduced to a three star a while back. For the life of me, I cannot understand how this hotel is stil an SPG property.
November 24, 2011
Rated 4 out of 5 by BrownieLady Great location
I enjoyed my stay. The downtown location is great for tourist to check out all of the nightlife in Sundance Square.
July 21, 2014
Rated 2 out of 5 by beachmana If you want good service, go somewhere else.
First of all, check-in time was 3:00. We got there early around 2:45 and thought we would just check and see if our room was ready. It wasn't and that was OK because we were early. Well, then told it would be at least an hour before it was ready. So, we decided to go to the bar and wait. The bar in the main area was closed and were told it is always closed on Saturdays. Really??? On a weekend?? Next, we got to the bar by restaurant. Took us forever to get a drink and we also were told couldn't have certain liquor (normal stuff) because manager hadn't unlocked the cabinet.. Anytime we needed a refill, we had to go get it. Next morning went up to restaurant to get breakfast--had to ask for coffee, silverware AND once we done, had to just get up and ask for check.. Very expensive hotel for the service we received. Would not recommend this hotel!!!
January 20, 2014
Rated 5 out of 5 by Kristy32 Great hotel for the Money
I booked this Hotel for the convience of it being located near Cooks Childrens Hospital. I called the day of arrival to book our room. They still were able to offer me a discount of the hospital rate. Check in was fast and the hotel was very nice. They gave us a King room located on a corner. Lots of room for my little boy to play. Beds were a little hard, but hey for the price and only one night we managed!! Will stay here again if we have to go back.
June 27, 2012
Rated 2 out of 5 by sadjuly2014 disappointed
Was not what I expected, Ice machine did not work vending machine did not work. shower flooded the bathroom floor, Very nice place not arranged very well, very noisy, no control on private booze parties down the hall, should isolate the party people in one area (some people come to rest) will not stay here again ( we have stayed in many hotels across the world ) as I said not a good experience period.
July 14, 2014
Rated 2 out of 5 by hungryballerina Underwhelming
Generally ok for the price. The room was big and clean enough. The breakfast buffet was nothing great, the front desk did not give us coupons (breakfast was included in our rate) and there was some delay in checking out because we were charged for our breakfast. There was also one day when we left our hotel around lunch time and when we got back that evening our rooms were not cleaned and I had to call the front desk for towels. The gym is adequate.
November 8, 2011