Lydia Yakel

Review of Hilton Hotel Fort Worth

My strongest complaint is against the front desk s...

My strongest complaint is against the front desk staff. It was pretty bad. We stayed in room 1222. Showers were ICE COLD on 3 of the 5 days we were there. When i went to speak to the front desk staff, there were over a dozen other guests complaining of cold showers. The front desk staff looked blankly back at us and said, "We know." As we walked away, she looked at 2 gentlemen employees on the other side of the counter, and they began chuckling at how she had "handled us".

They were very rude to my teen kids who wanted to purchase some snacks at the hotel store. They rolled their eyes at us, sighed loudly if we tried to talk to them, and never once smiled or showed any hint of warmth.

On our 4th day, i asked to speak to the general manager. I was told, "NO." I had to explain everything to the front desk manager. She asked me what i wanted her to do about it. I said i would like the specific staff that was the rudest to apologize to my teens for the way she spoke to them. The front desk manager said, "thats probably not going to happen", and offered to comp one night of our stay. I asked again to speak to the general manager and was told, "Im sorry, I cant do that."

Ironically, we were staying at the hotel to attend a hospitality convention.

But... be sure to talk to Papa Mike- hes great. Also RUTH's CHRIS STEAKHOUSE IS FABULOUS! Service was consistently above and beyond. We loved the steak sandwich and homeade fries from the happy hour menu.