Tru by Hilton Edinburg

I was in Dallas on business and came in around 12:45 on Sunday. I’m a Diamond Member and corporate client, and I was hoping for some of that service because I was jet-lagged after an early flight. With the federal shutdown and airport flight cancellations, I was already having a rough trip. The young blonde employee in the back of the photo told me there were no rooms and I’d need to wait about an hour. I sat where the two women could see me. An hour later they were still on their phones. Checkout is at noon, so I can’t believe housekeeping had no room ready by 1:30. I cancelled and went to Aloft in McAllen. Check-in is at 3, I understand, but I was disappointed. They didn’t greet me or make me feel welcome. The staff seemed so young, probably not even 20, and I doubt they’ll still be there in six months. They must not be paid well if they’re on their phones and not even checking whether a room is clean. I used to stay here a long time ago, but the service has been declining.

Check-in was quick, and the rooms were really clean. There are lots of restaurants within walking distance, and the location is perfect. I’ll definitely return.

The front desk and cleaning staff have always been accommodating when I’ve stayed here, and I haven’t had any problems with them. Still, I’ve repeatedly seen the general manager belittle staff, raise her voice, and yell at them in front of guests in the lobby during breakfast, around 7 or 8 in the morning. I find that unacceptable, especially in front of customers. She also gives customers a lot of attitude about reservation issues, even when they haven’t said anything to her. Each time I’ve stayed, there’s been a different person at the counter, and I’ve seen her yell at all of them. How are the employees more professional than the manager? I don’t stay at this Tru Hilton anymore because seeing this makes me uncomfortable.

My boyfriend and I stayed last night, and Nathan was so kind. He answered all our questions and concerns and made us feel welcome. I was worried I might be bothering him, but he was wonderful. I’d recommend this hotel to my friends and family, 10/10.