Tru by Hilton Dallas Downtown Market Center

The rooms were noisy from the highway, the pillows could use replacing, and the cleaning chemicals smelled really strong in the room. Kiera was a pleasure to work with. She went above and beyond on her tasks, kept her work area and the lobby clean and well stocked, and her positive attitude meant a lot.

Parking is awful, and there are rarely spaces. I also won’t stay here again because of what happened with the pool table. I chose this hotel specifically for the lobby pool table, and called twice before booking to confirm that the lobby, front desk, and table were accessible 24/7. Two different women said yes, and the woman at check-in confirmed it again. The first night, everything was fine. Since it was the weekend and we were out of town, we played pool until about 4:30 a.m. and nobody at the desk objected. On the second night, Arif came over around 2 a.m. and said the whole area would close in 20 minutes. That seemed like a strange closing time, and we knew we’d been told it was open all night, so we kept playing. About 30 to 40 minutes later, he said the lobby was closing and we had to leave. I told him several people at the desk and someone on the phone before we booked had confirmed 24-hour access. He said everyone else was misinformed and that he was right. Google and several booking sites also say the pool table is available 24/7. When I asked whether he was the manager, he said no, then said he was the night shift manager when I asked for his name and where his manager was. I feel he lied about the lobby closing and about his position, and he should be held accountable. It was terrible customer service. He made up rules and said everyone else was wrong, with no communication skills. I’ll call in the morning to speak to a manager and explain what happened. I expect compensation, since I wouldn’t have stayed if I’d known this would happen.

Deja Fuller and Samari V. quickly and kindly sorted out a small booking issue, which left us feeling reassured instead of stressed. They also gave us several dinner suggestions, and some of those places ended up being among our favorite meals of the trip. Their local recommendations about where to go and how to get around made exploring Dallas much easier. From check-in on, the staff went out of their way to make us feel welcome and looked after. Every interaction with the team felt friendly and sincere. We had a wonderful stay at Tru by Hilton Dallas Market Center, and we’ll stay here again next time we’re in Dallas.

The rooms were really clean and comfortable, and the shared spaces seem well suited to families or groups traveling together in several rooms. We showed up at the last minute on Christmas Eve, and the woman who checked us in was delightful, even though she was working on a holiday.