Tru by Hilton Cypress Houston

It was late, cold, and we'd had a tiring day of moving, so we were glad to find a place for the night. The location was convenient, and the price would've been fair if the hotel had been clean and looked after. At more than $80 total a night, it wasn't worth it. I've had to stay in a Motel 6 while traveling from Kansas in an emergency, and that was much cleaner. The condition of this hotel was really disappointing. The walls were stained, dirty, and streaky; the bedroom walls, carpet, handles, and shower were filthy. The bed looked like it hadn't been changed, with wrinkled sheets bunched in the middle, as if someone had been there the night before. The bed itself was falling apart, and the lights, lamps, shower handles, mirrors, and other fixtures were crooked. The bathroom sink had no useful space for personal things, despite the room itself not being short on space. There were only two small shower towels. The soap/lotion and conditioner dispensers were a smart idea but placed so badly that bathroom items could get spilled. The night shift clerk, described as “Caucasian,” was very nice and friendly. The morning clerk, described as “black,” was absolutely grumpy. I've noticed the same thing every time I go to the Houston areas, though I don't care about skin color. The coffee station by the front desk seemed to work okay in the morning and evening. We also saw a guest with two huge dogs. I love dogs, but don't want them sleeping with me, especially when they're not mine. If animals are allowed in every room, cleaning needs to be extremely thorough. I'll add pictures so you can see. I thought this would be like a Hampton Inn, but it was so badly built and maintained it was sad to see.

The room was smaller than my wife's hospital room, and even the hospital furniture was better. The king room we had reserved wasn't ready, so I had to return to the front desk to get one. Then we got one next to the elevator lobby. The bed was worse than the one at hunting camp. There was no microwave in the room, only a communal one in the lobby. The ice bucket was stacked by the ice machine, and there wasn't one on our second floor. Housekeeping did a good job, and the water was hot. I really can't believe Hilton put its name on this. Maybe that's just a sign of the times.

Dear Hilton Guest Relations, At check-in, Jonathan assisted me. I showed my military ID and asked about a military discount. He said he couldn't apply it because he lacked the authorization or access, and that the next associate on duty could help. He also told me there would only be a $1.00 authorization on my card. No one followed up as promised. Around 6:00 a.m., I called the desk and spoke with a female associate who was dismissive and said she couldn't help either. As far as she knew, the hotel didn't offer a military discount, and she told me to call back at 7:30. I checked the transaction and saw a pending charge of $178.64. When I called again at 7:32, I spoke with manager MyCne. That was the most troubling conversation. She was rude and confrontational, repeatedly questioning whether I was active duty and saying I “must be an active member.” I've never faced that kind of questioning at a Hilton property, and her tone wasn't appropriate or professional. It's hard to believe MyCne is part of management. As a Diamond member, I expect better service, professionalism, and staff training. The conflicting information and the way I was treated, particularly by management, are unacceptable. Please review and address this matter.

The stay was nice and clean. Everyone else was kind and sweet, but the man working last night was rude. My father asked him to refill the coffee, and he said he wouldn't make any more until 4:30 a.m. I thought they advertise a 24/7 coffee and tea bar. The next morning, Dad came downstairs, said “Merry Christmas,” and was ignored.