Was booked in to the Fort Worth Worthington Hotel for the conference. Flight disruptions caused me and a co-worker to miss a connection, meaning we would not arrive to the hotel until the following morning. We called the hotel directly at their local phone number and advised the person who answered the phone that we would not be arriving as scheduled and to please make the necessary adjustments to the reservation. After listening to the need to make this adjustment, the call to another person where the story was re-explained. At that time we were told that since the reservation was made through a group booking that we could not cancel the one night. "Fine" we said, just make sure that the rooms are held as we will be there tomorrow for the remainder of the conference. We left the call with the clear impression that there was nothing to worry about and that the rooms were secure.
Fast forward to the next morning. Arrive at the hotel at 10:30AM. We head up to the check in counter and after a couple of clicks in the computer the front desk worker says, "Oh, you were both "No Shows" last night, so your rooms have been given away. We have rooms available for one night, but nothing after that... We are oversold."
WHAT??? Hold on, we say, we called and told you that we would not be here until today! Plus, here is the 8 minute call record to your direct hotel phone number as logged in the call history of my cell phone!!!!
Long story short, it is not clear who the hotel transferred the call to, but it apparently was not anyone on the property. It seems that it was routed to a central reservations area, and they did nothing with the information we provided.
Fair enough. Mistakes happen. Let's see how the hotel will try to make this right.....
We were told by the manager on duty that we would be communicated with in a couple of hours as to how this room situation would be addressed. Great! So, we go to our meetings. However, by 5 PM, still had nothing. Went back to the front desk. Same manager on duty, who said "no, we don't have anything available for tomorrow yet." When I asked if they would be booking us other rooms at a different area hotel, I was given a circular answer to the effect of "they would look into doing something."
Next morning, I wake up and see that there has been a room folio placed under my door. Clearly, the hotel wants me to check out.
I go down to the front desk and speak to the manager on duty. She is clueless as to what is going on as there apparently were no notes or communication left on our files from the conversations the previous day. When I politely and professionally express frustration that nothing has been done to address the situation, she get an attitude with me and says that they can’t do anything because they are “oversold”.
So, my co-worker and I both check out.
We communicated our frustration to our meeting organizer via email. She sends the email of our concerns directly along to the hotel front desk manager, sales manager, and general manager. Nothing is done by the hotel whatsoever. No one has attempted to reach out to attempt to rectify any of the situation, or even listen to our concerns with how this was handled.
On our own, we went ahead and booked another reservation in a hotel just a few blocks away. ZERO assistance by the Worthington. The hotel we have moved to has been excellent and the attitude and warmth of the staff far exceeds that of the Worthington. I was not impressed whatsoever with the lack of caring or empathy expressed by the staff and management at the Worthington. Not recommended.
- Also Known As:
- Renaissance Fort Worth
- Fort Worth Renaissance
- Official Description (provided by the hotel):
- A luxury in downtown Fort Worth that offers special weekend package rates. ... more less
- Reservation Options:
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