SpringHill Suites by Marriott Fort Worth University

Pam was already in the lobby at 6:00am, checking on every guest after we were moved over from a sister property because of a burst pipe. She also corrected my rate to match what had been agreed when I transferred hotels. The place is excellent quality, and her service was impeccable. Five-star customer service.

We’ve used this meeting space for three nonprofit events, and the problem came after the third one: we were billed above the rental rate Karson and I had agreed would stay consistent for our ongoing meetings. Since Karson left, it’s been very difficult dealing with Devry and Keith. Our refund requests have had no answer, and they’ve ignored our efforts to talk about dates for future meetings. I’ve planned events at many Marriott properties, and this communication and lack of professionalism don’t match the standard I’m used to. We won’t book this location again.

The people working here were friendly, and the hotel is kept very clean and in good shape. The highway is right beside it, though, so you hear semi trucks and loud cars passing by inside. If you sleep lightly, this probably isn’t the place for you.

I’ve stayed here many times before and always had a good experience. After this night, though, I won’t consider coming back, and as a longtime Marriott customer with solid status who uses the brand for business, I’m close to moving my and my company’s business elsewhere. My wife was trying to check in while I stayed on speakerphone with her, with our two little ones asleep in the car. Richard told her she wasn’t on the reservation and couldn’t check in. I called Marriott myself, had my wife added by gifting her points, then told her to try again. Richard still said she wasn’t listed and couldn’t help. I lost my temper and called him heartless, because he seemed to be making no effort to help her. I called the hotel line and said it again. He sounded like he might cry, so I told him to suck it up, that he was a grown man and needed to act like one. I asked several times for the GM’s last name, but he wouldn’t give it to me. At 1:25am I finally got off the phone with Marriott after making a complaint. Richard had said he’d refund the stay, then on my second call said he had “misspoke” and that I’d have to cancel. Since it was after midnight, there’d be a penalty. Thankfully, Marriott customer service documented the issue. The worst part is that my wife now has to drive to Allen, where I’m staying at another Marriott, with the two kids. I won’t sleep until she gets here. We have to be up at 6, and it’s nearly 2am. Thanks a lot, Richard.