Homewood Suites by Hilton Ft. Worth - Bedford

Do not waste your time. I will never stay here again. Not only was the room disgusting, unclean and stains everywhere they didn’t even have the room I had booked . The hotel did not keep our reserved 2 bedroom suite because someone “extended their stay” on a sold out weekend. I made my reservation several months in advance. I asked for a call back from a manager but because they called to tell me at 7:11 am on the Saturday of my check-in, I was left with few options. Managers aren’t available until Saturday, so they leave employees to deal with all of the consequences of their lack of managing the hotel. When we went to bed we noticed all the mattresses were stained. No mattresses pad was affixed and there were no sheets for the pullout bed. They moved my group into a smaller room when they did not have our original two room suite so we had to use the sofa bed. It gets worse when no one was available to exchange the mattresses, room, or even give us sheets. We called the front desk multiple times, went to the front desk and waited and gave up after 11:00pm. If you want to hear loud music outside at the pool right beside your windows all night, then this is our place! We were subjected to loud music until well past midnight and no staff was around to ask the guests to stop or to enforce quiet hours. I’m not a fan of loud disrespect afterhours. I can say, I have never been in such a gross hotel room and I can only imagine most of the rooms have similar mattresses. I will be staying elsewhere in the area as there are lots of newer options. I have emailed both hotel managers with photos and not heard back.

Worst Hilton Property I have stayed hands down in the past 30 years. Shoddy property, lousy staff and service, disinterested, non-caring. Room had no towels or soap/shampoo at check in. When informed, was told to come down as only one person working. When came down, was told that service staff had already left and they had no clean towels. Was told that I could go to the pool and see if they had any pool towels....I asked to be called later when towels were washed -of course never got a call- when I went back later that evening to see - was told that they had run out of towels again. Room was never serviced/cleaned the entire stay. No shampoo/soap in the shower by the way - the whole stay Wrote the general manager and the operations manager complaining- never heard back from them- not surprised Stay away!!! - this type of place does not deserve anyone's business

I stayed in a 2 bedroom suite with my family. Rooms have been renovated recently. New bathrooms and kitchen counters. Cabinets and doors have just been painted over. Cabinet doors, bathroom doors and bedroom doors wouldn’t close properly. Suite was huge and had plenty of room. Lack of bathroom towels the entire stay. When I would go to the front desk to ask for more towels it was always the same answer. We don’t have any bathroom towels, but we have pool towels. Seriously? A homeless person was always on the back stairwell inside the hotel. Always asked me and my teenage kids if we had cigarettes. She would stick a rock inside the door to prop it open. She was at the pool one night asking for a cigarette. I reported it twice to the front desk, but nothing seemed to be done about it. Breakfast was okay. Nothing to write home about. Juice was always served out of a pitcher and not very cold. Soap dispenser never worked in the lobby bathroom. The place has a lot of potential if someone would just pay attention to the details. As a diamond member I’ve stayed in numerous Hilton properties and this property was just average. Should not run out of bath towels and should show some concern if your guests are being constantly asked for a light or cigarette while on property.

AVOID if you intend to use the hideabeds! The good: Main bed and bedroom was very comfy. Front desk staff lady very friendly and did what she could. Room quiet enough. Decent lights. Pool area would be pretty nice on warm days. The meh: Breakfast rather sparse and blah, but at least had a few hot offerings. The not good: We left at 530am for our flight. Front desk seemed deserted, coffee station only had last night's cold coffee. Come on, this is a hotel by the airport! No housekeeping visits except as noted below. Hardly saw any staff at all, the place kind of felt deserted. Room kinda smelly. Kitchen utensils way too sparse...(a few silverware pieces and 3 serving/stirring spoons. That's it. No can opener or even a kitchen sponge). The unacceptable: Dishes and serving spoons were dirty with grease and food bits. The totally unacceptable: the hideabed was broken and FILTHY- multiple orange yellow and brown stains, black burn marks, old food bits and crumbs, several long human hairs, etc. with an equally stained and dirty cover sheet. Mattress broken down to a bare two inch width in places with spiky springs. Couch's metal supports to support the mattress were missing or broken. I don't expect much from a hideabed but this was unusable and disgusting even to put my kids on. When we brought photos of the nasty mattress they found us another one (by taking it from another guest's room since they were full). No rollaways or spares available. We put it on the floor since bed supports were broken. It was also stained but at least seemed cleaner and less collapsed. They carted away the old mattress but this left our couch unusable even as a couch for the 2nd day of our stay, since cushions sank in at a sharp angle). No manager on call in the late afternoons/evenings when we needed the help. Someone called me and left a voice mail, but I and front desk staff couldn't reach the manager when we were back that afternoon since "he's off at 4pm" I was told. This hotel was probably once nice but desperately needs new management. We did NOT get our moneys' worth here, it looks like a 3 star hotel but feels like a 1 star motel with the grunge and lack of staffing.

I can’t believe this place. 1st made a registration weeks ago that was verified to only get a call the night before saying they didn’t have our room anymore as they overbooked. So we were promised 2 rooms for the same price. Then we get here and there were no luggage carts when asked she said they never can find them so I asked where the elevator was and she said “I think it’s when you go left and down the hall” you think??? So now we are in 2 different rooms and not a 2 bedroom which is ok but still. 2 elderly people. 1 person barley can walk and 1 young adult. Now we get in the room and we only have 2 towels for 4 people. No where to park and there we people at midnight just sitting in their cars. People at the doors smoking outside. The ball court is in disarray and the flower beds need help (lots of trash). My parents shower was sticky (feet stuck to shower floor)and the water didn’t even stay in the shower. My parents needed towels and when they called down they told them they weren’t sure if they had any and that they were the only one working but we look to see. Breakfast was just ok. Food was cold and seemed reheated. On a good note the beds were comfortable. Mind you before we got here they said we could have 2 rooms for the same price of the 2 bedroom but then charged me an additional $50. Then when I looked up the cost between what was promised and what was charged it’s a good $130 difference. Ugh. I travel a lot for many reasons and I wish I was a mystery shopper for this one because I would not give a bonus to this staff. This place may be comfortable but it’s filthy. Mold in shower!

Desk clerk was preoccupied with her boyfriend and making a TikTok video. She did not want to accept that we already prepaid. While waiting to get that figured out she refused a DoorDash delivery. After 20 minutes of proving we already prepaid she literally told me to wait when I asked where the elevator is so she could finish her video.

After reading the negative reviews, we were trepidatious about selecting non-cancellation on our reservation, but I am happy to report the room and eating area were all clean and fully functioning. No bugs. Nice and helpful staff. No complaints.

The was the most unbelievably bad experience I have ever had at a hotel. We booked our stay through the Hilton app and received a confirmation number. We flew in late, got an Uber and went to the hotel. Upon arrival, the front desk person who said her name was La Toya greeted us. She told us there was no room available and that the app had allowed an overbook. That was ok. Sometimes things like that can happen. She said there were some rooms available at another Hilton property "up the road." This is where things went south. . . I asked her how we would get there and she told me we would need to get an Uber or something since it was so late. I asked her if she (Hilton) was going to pay for the Uber. She asked me why I wanted it paid for. I told her because it was Hilton's mistake. She continued looking at her computer screen for may 5-7 minutes. I asked her if she had found anything. She looked at me and told me she wasn't going to help me because I was "rude" to her because I wanted Hilton to pay for the Uber and any difference in price. There was no profanity, no yelling, nothing like that on her part or ours. We were just two very tired people at 1:00 am, trying to get some sleep before a flight the next morning. She told us we were on her own. We walked next door to the Courtyard by Marriott and got a room. The only she did was cancel our reservation since there wasn't a room for us. I complained through the Hilton website and gave them all of the details. I received a reply that told me I couldn't be compensated because of late cancellation. I could call but what's the use. Clearly Hilton isn't interested in resolving customer problems. We are Hilton Honors members and have stayed frequently at various properties. We've never had problems like this ever. Even if we had been rude to La Toya, customer service training would move you to still try to make it right. She should be fired and the property manager needs to be more aware of what is going on. Stay somewhere else. You can do much better than this place.

Very poor customer service experience from Hannah upon check-in. First, when I checked in, I was asking her questions, she ignored me because she was on the phone talking into her watch. Didn’t feel very welcomed from the beginning. Secondly, I came back to the desk 20 minutes later asking what my room number was because I had two rooms.. she made a face & had an attitude as if checking for my room number was a hassle when she was not busy at all. I do not feel like it was a good reelection of the Hilton standard as I am an employee myself and feel like her customer service was very poor & upsetting. I do not feel that it is acceptable to ignore a guest at check in because you’re on a personal call nor have an attitude about questions that require little to no effort to obtain the answer to. I am very disappointed and upset by the way she made what was supposed to be a welcoming stay into a not so welcoming experience. If you are unhappy at your job or simply don’t like interactions with customers then maybe consider a different field other than hospitality because customer service is not for everyone. Please communicate to your employees about the importance of creating a good first impression because that was not a pleasant interaction with her at all. I will not be returning to stay here again & I am very disappointed.