We had stayed at this CS just over a month ago and gave it a satisfactory review. Our only real complaint was the poor AC and "stuffiness" of the room. Granted, it is Texas in the summer, but we prefer to leave the poor air quality outside. That is part of what we pay for when we chose a hotel. So...the manager, Mohammad, sends me a courteous email thanking me for bringing the AC issue to his attention. He offers me a 20% on my next stay (whether we book it through Choice or through the hotel itself). I do a lot of travelling and generally always book through Choice for the rewards.
So, yesterday, when we check in, I explain the 20% offer to the person at the front desk and he rejects my insistence and won't be bothered to read the correspondence to confirm this. He basically told me that with my AAA discount I was already getting a good rate. I grow weary of customer service that turns around a grievance as somehow being my misinterpretation of the facts. When asked to speak to the manager, I am told he won't be in until after the weekend. We are running late for an engagement, so we take the key, drop off our belongings in the room and are dumbfounded that the room is not only hot and stuffy, but it smells of cigarettes in our no smoking room. We sprayed the place down with room deodorizer, cranked the AC, and when we returned later that night fully exhausted, we were relieved to find the room sufficiently cool (but, by no means "cold" and still quite stale). We did notice that the temperature on the second floor hallway felt a good 20 degrees warmer than the lobby and ice machine was not working. There seems to be nothing actually "cool" about this hotel.
Here's our take on this place. The beds are great, the rooms are clean, the furnishings are a little dated. Wifi was decent and the breakfast looked to be what we've come to expect from CS (basic grazing). The property appears well maintained, safe, and in a good location. We pass through Fort Worth regurlarly, but we won't be staying here again. The AC issue is bad enough, but being made a promise to win back my business only to be told I should be happy with what I've got is not only unprofessional, it is rude. This made only worse because I was in no way happy with what I got in return for my money...TWICE. So, on second thought, you might wish to reconsider your options when it comes to this particular CS. Otherwise you might end up like I did...
losing my cool.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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On behalf of our entire team, I would like to apologize for failing to exceed your expectations. Your satisfaction is important to us and we will be using the feedback you provided to make improvements to ensure we offer an exceptional experience for our guests in the future.
I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.
If I can provide any assistance, please don't hesitate to contact me directly at 817-222-2333.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.