Tru By Hilton Frisco Dallas, TX

I stayed four nights and had two rooms. The rooms were very small, and from my first interaction the receptionist gave me attitude when I asked for a physical key card so my additional guests could open their door. The key system kept failing, and on the third day reception had to let both me and my guest into our rooms because they couldn’t make key cards. My digital key also failed on the last night, so I had to go down and ask for another one. My door made a strange locking and unlocking noise all night, too. There was no hot water on the second night after I’d worked 13 hours, and the water was still cold the next morning. On the last night it was cold again. Then the elevator jolted and stopped while I was heading back to my room. I was trapped for 45 minutes at 10:30 at night with no AC. The receptionist wouldn’t call me or answer my calls. When I finally got out and confronted him, he was rude and seemed not to care that I’d been stuck. I’ve stayed in plenty of hotels for work, and this was my worst experience. Steer clear.

The pool looked nice, though it was too cold to swim during my stay. The rooms were clean and comfortable, breakfast had good options, and the staff were friendly. It seems like a new, modern hotel, in a convenient spot right off the highway and near the mall, with plenty of food nearby.

The rates felt much too high for what the hotel offered. To me, the service and amenities were no better than a budget motel like Best Western (BW), despite the much higher price. I left with a very low opinion of the place. The room wasn’t clean enough. I had to wipe down the desk and chairs with wet tissues before using them. Reservation issues were frustrating, too: every staff member gave me a different explanation, and some information seemed intentionally misleading. Even my booking agency said they’d never dealt with a hotel whose communication was so unprofessional. The employees also didn’t seem willing to work actively on resolving customer problems. This was one of the worst hotel stays I’ve had.

It’s right by the mall, with lots of places to eat and drink nearby, and the price is good for the location. This was my first stay here. It’s a new hotel with the same layout and setup as the other Tru hotels I’ve stayed at. The staff were friendly and professional, and the room was really neat and clean. Best of all, it was quiet, with no traffic or guest noise. Breakfast was so-so, but about what I expect from a Tru. I do wish there had been a microwave in the room, though that’s a minor thing. I’d definitely stay again.