I stayed here 3 nights for a conference April 23 - 26. As a loyal Marriott customer and vacation club owner I am often very happy to advise my friends and family to use Marriott when traveling. My husband and I choose to use Marriott almost exclusively, only using other brands when there is no Marriott option available, for all of our own travel. This is because we have come to know what to expect when staying with Marriott. That is clean and well maintained facilities, outstanding customer service and consistency.
Unfortunately, during my recent stay at the Fort Worth Renaissance, I did not encounter the experience I’ve come to expect from the Marriott brand. Upon check in I noted that the bed in the room appeared untidy. I pulled back the spread to find food crumbs and hairs throughout the bed; clearly it had not been changed since the last tenant. I spotted housekeeping in the hallway and asked her to change the sheets. There was a clear language barrier and so it took a great deal of time to explain to this poor lady why I wanted fresh sheets on the bed, however, she did cheerfully comply once she understood. I tipped her, generously, for her efforts and quickly put this disappointing start to my stay behind me.
Later that night, after going to sleep, I was woken by a fire alarm. I was directed to quickly evacuate the building. The first thing I noticed in the hallway were that there were no staff from Marriott present directing individuals, who at 3am were somewhat disoriented. Because of this, I thought surely this is some mistake. If there were a fire Marriott would have staff ensuring the safety of their guests, knocking on doors to make sure rooms were emptying. Only when I was greeted by a firefighter on the street did I learn that there was an actual small fire on the floor above my room. I was then again, aghast that there was no staff visible, even there on the street, to reassure and provide information to concerned guests.
Because I was at a conference, there were many of us who were familiar with each other. Some of those individuals became very concerned that their peers had not been evacuated. Apparently, there was only a need to evacuate the floor directly above or below the fire. However, the lack of staff to explain this caused many individuals to call their peers out of concern urging them to leave the building.
At short time later people started to re-enter the building. There was again, no staff person providing direction or oversight to this process. So it was chaos. People were walking through large pools of water on the sidewalk right outside the door and tracking that water into the hotel onto the tile floor. I walked in and immediately slipped, but did not fall, right in front of your Risk Management desk. I looked a woman standing there and pointed out to her that the floor was wet and slippery. She did not even acknowledge that I had spoken to her, made no effort to respond. And so I stood there and warned your guests to be careful that the floor was wet. Eventually you did have a person come and place a sign, but by then mostly everyone was in and had returned to bed.
The next evening as we guests discussed this event many were dismayed that they slept through “the fire” and felt concern that they were not warned or awakened. One stated that she thought you must really trust your fired department, what would have happened had that fire gotten out of control. One was so concerned that she felt she would speak to your manager. I’m not sure if she did that.
That evening, I ordered a late dinner from room service. When I called I encountered a weary voice who grudgingly took my order. It was only 10:00pm and your room service is available until 11:00pm. But clearly for her it was the end of the day. I got my order some time later and it was cold, poorly prepared and unpleasant. It was not edible and so I returned the tray to the hallway. Since it was now after 11:00pm I did not call to complain..
The next day I got up early and left for my conference. At lunchtime I came to my room to freshen up. From when I left at 7:30am until then, 2:00pm, my room had not been cleaned. I was irritated but again, did not choose to complain. A little while later, when returning to my room I noticed my key did not work in the door. I went to the front desk and a young girl who was very friendly, but not very bright, started to question me why the key would not work. I had no idea. She insinuated that I had erased the key by placing it near my cell phone. This was entirely possible, but irrelevant. I just wanted to get into my room, but could not, because this young lady wanted to debate why my key would not work.
After several minutes I began to tell her all of my concerns. She just stared at me. Finally I asked for your manager. He was very nice and did offer to remove the room service charge from the night before and to give me some bonus points. Neither of which were requested. I accepted, but explained my main goal was to make him aware that to me, a loyal customer, this facility did not measure up to my expectation for Marriott.
I wish I could say I had a lovely stay from there forward. On Wednesday night at about midnight I ran out of toilet paper. How does that happen in a hotel? I did not want to get totally dressed to seek some out or to have a stranger bring me tissue in the middle of the night so I made do with the Kleenex in the room. It was not until 3pm the next day, when my room was cleaned that I got that replaced. Why does it take until 3pm to clean a room that is vacated at 7:30am?
I tried to charge a bottle of water to my room in your gift shop and a very rude lady informed me that I was a “cash only “guest. I’ve never heard of this and had charged other things to my room. When I asked if she could call the front desk to clear it up she told me that I needed to go to the front desk, she would not call. I did.
Starbucks and gift shop constantly had a sign on the door that they would be back in 10 or 15 minutes during peak times. I gave up on their every being staffed when I needed them.
A uniformed staff person rode the elevator with me and never spoke. I said hello and he did not even acknowledge me or return my gesture of kindness.
The day I checked out I reviewed my bill. That room service charge had not been taken care of and was still there. I had to go back to the front desk and start over, explain the whole issue again to get it removed. Then a very suspicious young man asked me why I didn’t report it right away. I told him I had and he clearly did not believe me, although he did finally remove the charge.
I sent this to the Marriott Corporate customer care. I got a standard response that this was sent to the hotel and they would contact me. Of course, they did not. So I imagine that just follows that this hotel is not on fire to create satisfied customers. I'd stay somewhere else.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC