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January 2025 by The Russells
My family and I had a good stay at the Hilton Fort Worth Fossil Creek, but unfortunately, the management team almost ruined my confidence in the integrity of Hilton. I was charged a no-show fee despite consistently communicating with the hotel staff about my travel delays. It seemed clear to me that I was entitled to a refund, and I’m grateful to Edgar, the gentleman at the front desk, who made an effort to resolve the situation and was kind, caring, and understanding during our conversation.
Unfortunately, the manager Jerry Rivera and staff member Candace were not helpful, lacked compassion totally and even dishonest in addressing my concerns. They stated that their system would not allow them to issue me a refund, however upon reaching out to Hilton Headquarters, they communicated differently and I learned that they in fact could have issued a refund, but were resistant even after Hilton Headquarters gave the approval, leaving the Hilton Customer Relations Rep at a loss for words at their rudeness. The management team's lack of understanding and resistance to resolving the issue left me feeling frustrated. After reaching out to Hilton's headquarters, they took immediate action, overriding the local team’s decision, and ultimately compensated me for the inconvenience. This was a great relief, and I’d like to specifically thank Celine, a true angel and amazing human being from Hilton Customer Relations for stepping in and restoring my confidence in the brand.
While the hotel itself was pleasant and I had no significant issues with my accommodations, the way this situation was initially handled left a lot to be desired. I hope this review encourages the Fort Worth Fossil Creek location to improve how they manage guest issues in the future. Thank you again to Hilton corporate and especially Celine for making things right.
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December 2024 by Lisa Jorstad
It's not a great Hilton property - I would not stay again. I also didn't choose it and was not excited. This is where the people I was traveling with suggested.
Rooms were not great - the bathroom had chipping paint and dirty/black in the corners - the shower handle was coming off and made it difficult yo select a water temperature.
There was also a chunk of carpet missing.
None of this would have been too terrible if it wasn't for the rude lady at the desk.
We came in, and I had to use the restroom. I had already checked in on the app, so I actually could have gone straight to my room and not dealt with her, but the bathroom was essential.
As the 3 of us walked by to use the restroom, she definitely raised her eyebrow at us and gave us a bit of a look, perhaps a sideye. I pointed to the direction I guessed the bathrooms were and I saidnare the restrooms this way she just ummm hmmm.
I came back and said I've already checked in, but would like a key. She barely made eye contact and didn't say much of anything. I had my ID ready and she only asked after she saw I had it out.
It was incredibly awkward and a bit unsettling. I felt like I was dressed fairly normal and didn't understand the judgement.
There was a guy at the desk later- he was very nice and helpful. Had he created us, I may have felt different about our experience. Hence the 2 or it would be a 1.
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December 2024 by Ky Itiswhatitis M
We checked in on 12/7/2024 and had the pleasure of speaking with Jenina. You can teach a person the basics of customer service, but in addition to that, she has what can't be taught in the best way. She has such a warm and inviting personality, which made check-in pleasant. When I called down to ask questions the next day on 12/8/2024, she was able to help us out again and had the same great demeanor as the day before. She is the main reason for the 5 star rating. Please give her some recognition.
Unfortunately, we had a completely different experience dealing with Marissa on the night of 12/8/2024. She was extremely rude and needs to be retrained or removed. We have small children, and she received a noise complaint but it was how she kept cutting my husband off when he was trying to explain how he and the kids just got back to the room less than 30 minutes prior to her calling us. My husband is very soft-spoken. She was very dismissive and not understanding at all. So disappointing.
On a different note, the lobby is lovely, and the room was clean and tidy upon arrival.
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December 2024 by WORLD TRAVELER
They are done with renovations.. but don't look too close. The work in the room was shoddy at best. Marissa at the counter is very nice, put her in charge of this place and fire the gm!
What I wanna know is how many years are you guys gonna allow this junk car to remain in your parking lot??
Nov 2024. Stayed here again, don't ask why! 1st room I had on the 2nd floor, the toilet OVERFLOWED on my wife. Girl at the counter was super nice and said they didn't have maintenance there so she gave me a plunger. While standing in an inch of water, I said this isn't my job! So I moved rooms. This time I took a leak, no toilet paper and up came the water. I quickly shut the valve off, took the lid off and pushed down the flapper before I got wet feet again. Girl at the counter told me they have been having plumbing issues. So I'm scratching this place off my list. Oh and look, now the junk car has a back tire problem and it sports a new tarp! Where is corporate on this one??
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December 2024 by Richard Van Hyning
The hotel wouldn't work with us at all when we had to cancel our reservations only an hour after making them. I travel a lot for work and this kind of thing happens sometimes - I have never had a hotel show so little compassion just because they wanted to collect a cancellation fee.
Hope you enjoy that $250, because it's the last that Hilton ever gets from me.
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December 2024 by April Messman
Rooms are way over priced.
Cracks in the ceiling. Bathroom smelled musty.
They have coffee and tea in main lobby 24/7 but was told if I got a cup it would be charged to my room. That was insane.
This was a company booked stay, if not, I would have never stayed here.
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November 2024 by Fermin Valdez
Excellent place to stay. Had a small problem checking in, but it was resolved rather quickly. I would recommend calling ahead of time to avoid any check-in issues. After the issues were resolved, all was fantastic!
Rooms: Immaculate
Noteworthy details: I would definitely stay there again
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November 2024 by Martin D.
Excellent place after the renovation 2 years ago. My default hotel for stays in Fort Worth.
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November 2024 by James5 Hdz
Omg the place was in a great location with easy access to the freeway. The staff was very friendly, knowledgeable, and willing to help. The room was so pristine we just loved it. Breakfast was available for a little extra and was worth it. You can either have the buffet or something made for you. Either of the two is a great choice. It really doesn't disappoint. The room had house cleaning daily, which is a plus. Even if you don't have kids, it just makes it feel more home like. The pool and gym area were amazing and always kept. They also had a computer and printer just in case which I thought was good due to work. Always love staying at a Hilton great price and worth every penny. Thank you so much can't wait to travel again because I know there is a home away from home.
Rooms: The room was super clean and loved having room service daily for the time spent there. Towels were always provided and dirty ones taken. Bed was also changed and made daily.
Safety: The location of the place was great and you always felt safe even at night walking around the area.
Food and drinks: Breakfast is provided for a little extra but is worth it. You can either get food from the buffet or have something specially made to your liking. Either of those options is good.
Noteworthy details: As soon as you enter the building, your front desk staff is super friendly, knowledgeable, and ready to help in anything. Any staff who you come across is always very interactive and friendly with warm greetings.
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November 2024 by Franklin Poole
I was in charge of rooms and arranging a meeting room for our veterans. Sales never returned my calls or email so we ended up in the lobby. There are NO direct numbers I could find for anything other than the lobby where you just leave a message. The desk clerks we very nice. Wont use this hotel for our events again.
Nearby activities: Restaurants
Walkability: None
Food and drinks: Nearby and at hotel
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November 2024 by Jeffro Parish
The stay was fine. Highway noise is a bit loud. Breakfast is good quality but is an additional charge
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October 2024 by Jimmy E
Nice place, friendly & professional staff.
Very near the 35w for easy comuute to everywhere.
Nearby activities: Stock Yards, TCU, Dallas
Food and drinks: Breakfast ready with everything you could want. Buffet style or made to order.
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September 2024 by Andreas Mennecke
Recently renovated rooms, hotel. Just a short drive from the Stockyards.
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September 2024 by Sunny One
Rooms were ok. I had cold water for my shower that would not heat up.
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August 2024 by David
At check in on Friday we changed rooms to the first from second floor. Later that evening we returned to our room and the key wouldn’t work. At the desk, the attendant stated they didn’t know who was in the room. Thinking everything was resolved from there…The next morning the Attendant at the desk said they needed our info yet again. We checked out on Sunday. When Monday rolls around. Suddenly my card had been hit for multiple transactions totaling over $1,300.00. The stay should have been less than $400.00. The manager claimed we had two reservations when we called to find out what was going on. But mind you we only had one confirmation email for reservation. And the Hilton only put on one reservation hold on my account. Supposedly I will receive credits in 5-7 business days. Good thing I was able to cover the additional charges. Never ever stay here again…
