Sheraton Fort Worth Downtown Hotel

Can’t say enough about this hotel and especially the EXCELLENT, caring customer service! This is the only hotel I stay in while in town for business. (Most comfortable beds in town!) I booked a room for the weekend to celebrate my sister’s 60th birthday, as it’s her favorite hotel also. The lovely staff went out of their way to sign this card and put together a fun little gift bag. Customer service above and beyond! Also, one of the best hotel restaurants, with lovely ambiance, delicious food and great service. (Not always the case at hotel restaurants.) Thank you for another WONDERFUL stay!

I was strongly considering booking a stay at your hotel after hearing great things and seeing how beautiful the property is. However, after my recent experience in the lobby with one of your staff members, Alex Sandoval, I’ve decided not to move forward with the reservation. During my time in the lobby with friends, Alex was extremely rude and unprofessional. His tone was aggressive, and at one point, he was nearly yelling at us, demanding that we leave the hotel or he would call security. This behavior was completely unwarranted and unacceptable. When I asked another staff member, Seven, for a phone number to report the incident, no one provided any assistance or guidance. The lack of accountability and refusal to address my concern has left me deeply disappointed, and I feel I have no choice but to escalate this matter. Alex’s conduct demonstrates a serious lack of the customer service skills and professionalism expected in the hospitality industry. I am requesting a formal apology for the treatment my friends and I received. Until this is addressed appropriately, I will be sharing my experience on public platforms to inform others. I hope this matter will be taken seriously and handled promptly.

If I could give ZERO stars, I would. I recently stayed at the Sheraton in Fort Worth and had an extremely disappointing experience with one of the managers, Alex Sandoval. During my stay, I invited 2 guest to visit me at the hotel. Alex not only raised his voice at my guest but proceeded to have a completely unprofessional and unnecessary back-and-forth argument with them in the lobby. He ultimately asked them to leave in a very hostile and dismissive manner. When I attempted to speak with him calmly afterward, he repeatedly scoffed at me and dismissed my concerns. His tone was condescending, and he showed no interest in resolving the issue professionally. Additionally, his colleague, Sevin, was also unnecessarily rude and unwelcoming throughout the interaction. To make matters worse, Alex stated that my guest was not allowed to use the restroom simply because they were not staying at the hotel. This level of hostility and poor customer service was incredibly upsetting, especially considering that I was a paying guest and a loyal member of this hotel chain. The behavior displayed by Alex and his team does not reflect the level of professionalism and hospitality one should expect from a Sheraton property. I sincerely hope that hotel leadership addresses this issue and that if I choose to return in the future, Alex Sandoval will no longer be in a managerial position. No guest should be treated with such disrespect.