Tru by Hilton Austin Airport, TX

The restaurant was the one letdown. We tried two soups, both came out cold, and had to send them back. The nachos were very dry and didn’t have much Big Texas flavor. The bread pudding was like large, dried-out croutons, with no ice cream or sauce to add moisture. We needed extra drinks just to get through the meal. The hotel itself was fantastic: modern, spotless, and well kept. Everyone was warm and friendly, and being so close to the airport made travel much easier. I’ve stayed in Austin plenty of times, so I can’t believe I only just found the Cambria Hotel near the airport. I’d gladly stay again for the location, cleanliness, and staff. I hope the restaurant gets better.

My first night was great: the room was clean and stylish, and the service was excellent. Things changed when I extended for a second night. At the desk, I had to check out and back in, and was told I needed to pay another $50 incidental fee. I’d specifically asked whether that would apply in this situation. I wasn’t objecting to the fee, but I work for tips and mostly have cash, so I needed to go to the bank to deposit more. I also went to do laundry at a laundromat because I prefer its large machines, and stayed there with my clothes for the whole wash. I was away for about two hours. When I returned, I didn’t want to carry laundry through the nice lobby, so I had my friend let me in through the side door near my room. My key wasn’t working because I hadn’t completed the check-in and check-out process yet. I then went back to the car for my purse and phone. A woman I assumed was the manager came out and, in a hostile tone, told me to get my things and leave. She said “sketchy stuff” wasn’t allowed there, asked if I wanted her to call the police, and accused me of having stayed at the hotel the whole time. I told her I’d been at the laundromat and suggested she check the cameras. Once I explained why I’d used the side door, her tone changed and she said I could finish checking in and go to my room. At the desk, though, she said she didn’t want me extending my stay. The next day she practically put me out, helping move my things outside and asking when my ride would arrive. I felt bullied and judged, and honestly wondered whether she treated me that way because I’m a 23-year-old woman rather than a businessman in a suit, or because of bias toward my friend who opened the door. That feeling grew when I ordered restaurant food and asked to charge it to my room, but they tried to charge my locked card instead. It was declined, and they called right away and asked me to come to the desk. Before I could explain that I’d requested a room charge, they said everything was fine and the food had been charged to my room. I still don’t understand why they tried my card or made me come up. The whole experience was hurtful, embarrassing, and unpleasant.

CJ, the airport shuttle driver, was so proud of the hotel and its award that it got me excited to be staying there. The ride from the airport was great, and Larry at the service desk was quick to help whenever we needed something for the room or pool. The staff were helpful, the hotel feels modern, and our room was clean. The beds and pillows were comfortable too. The outdoor pool was a hit with the kids. We really liked this place and would recommend it.

The bed wasn’t comfortable, but I mentioned it to someone at the front desk and she comped me a really lovely breakfast. That was a nice way to handle it, and I’m very satisfied with my stay. The location was convenient, though the property is right beside a noisy highway. Inside, the design has a modern, retro feel that fits Austin’s music scene. My room was spacious and very modern. The front desk and restaurant and bar staff were friendly and happy to chat with an older lady who wanted to share a memory or make one.