Homewood Suites by Hilton Ft. Worth-Bedford

Yesterday my flight I arrived in Dallas at 11:00am and I drove to Bedford to stay at this hotel. I knew it was a bit early to check in at 12:00pm, but often hotels will have a room or two ready so I decided to give it a try.
When I arrived and asked if I could check in early, the desk clerk seemed annoyed and told me «I don’t have any rooms available and there’s nothing I can do.» I asked when a room might be available and she replied «check in isn’t until 3:00pm». I told her no problem, I’ll go get some lunch and check back in.
When I came back she said there were still no rooms available but that there should be some available «within an hour». So I said ok, I’ll just wait here in the lobby – just let me know as soon as you have a room available. I sat down on the couch in front of her for 1.5 hours. There was no other guests waiting. Only me. And her.
Around 2:45, a couple walked in and asked if they could check in… She immediately gave them keys and checked them in— all right in front of me! I was staring at her with my jaw on the ground — giving her a look saying «what the hell?» She did not even acknowledge my existence. It felt like she was doing it on purpose for some reason– intentionally ignoring the fact that I had been waiting for nearly 3 hours for a room while she gave a room to someone who walked through the door in 10 seconds.
After she was finished checking them in, I walked up and said «so is my room ready now also?» And she said yes. So I asked why she didn’t check me in before the couple and she said it just opened up. Obviously I was upset and said «I’ve been waiting here for 3 hours and you felt that it was more imperative to check them in first?» She replied with «you can go find another hotel.»
At this point my blood is boiling and I just want to file a complaint to Hilton Honors (I’m a gold/​diamond member and have been for 6+ years) and I don’t want to stay there. But I remembered that because of the Cowboys game that night, every hotel in the area was fully booked. So I asked to speak with a manager. Her reply was «I am the manager, so you can complain to me.»
I said «just give me a room key and I’ll contact Hilton corporate offices.» When I contacted them they contacted the hotel and it turns out this desk clerk is not even a manager. They offered to «make things right» but I said the only thing I want is for her to acknowledge that she made a mistake and apologize. Had she just said «sorry, I forgot» or «my apologies» or anything at all – it would have been water under the bridge and there would be no situation. But she chose to dig her heels in, accept no responsibility for her actions – and get this – even tried to blame me for the situation!!! (she claimed that during my 2 hour wait in the lobby that when I walked out to my car for 30 seconds the room magically became available but I was out of the office)
I’ve never had such a terrible experience at a hotel and I’ve had over 500 stays in 6+ years. To make matters worse, it doesn’t seem like anyone is doing much about this, which is likely why this desk clerk acts so horribly – because her management apparently enables this behavior rather than counseling her.
The GM is supposed to contact me this week and if he has taken action, I will remove this review. If not, I want the public to know the type of customer service this business apparently condones.

Always friendly and clean !!
Close to everything, it’s right In the middle of DFW.
Large rooms
Breakfast daily, dinner on most weekdays.

This is a very nice HWS located in a very convent part of town, right in the middle! The have a nice dinner that goes till 7:30pm. It is always very well done and always full. The sitting area is cozy and makes it feel just like home.
The parking lot is a little crooked, but still OK.
The recent HWY renovation makes it a little hard to see or get to, but well worth the effort.

The hotel was clean and well kept. My only complaint is the lack of shuttle service on the weekend. There was a snowstorm in the area which made it difficult to get a cab to the Airport. I was basically stranded.

The rooms are spacious, clean, and the rates are affordable. Hotel staff are polite and helpful. So why only two stars from me?
I was attending a conference the weekend I arrived, and the event was three miles away. I was sure the courtesy car could drive me to the event, and sure enough they’ll drive anywhere within in a five mile radius… but they don’t drive on the weekends. What? Unacceptable. Getting a taxi was a 15 to 20 minute wait each time, and getting back was worse (30 to 45 minute wait). That’s $ 30 a day on taxi I shouldn’t have had to spend.
The Internet access at the hotel was atrocious. I could barely get any work done it was so slow, and based on what I saw the hotel was nearly empty.
Bottom line, this is not a good choice for business travelers.

Perfect Home away from Home! We came from California to attend a cousin’s wedding and stayed here for 5 days. Clean, well appointed suites, courtesy front desk personnel.
More than just continental breakfast is served (eggs, bacon, sausage, potatoes, waffles, toast, muffins, bagels, yogurt, juice, coffee, etc)
Will definitely stay here again on our next trip out.

5 star!
Nice, quiet, 2 room suites. Perfect for a weekend getaway or extended stay.
Tons of extras, to the chocolate on the table (when you pre-​book), pool, hot tub, wonderful breakfast and really comfortable beds.
Hilton took extended stay to the next level.
Way to go!