Tru By Hilton Lewisville Vista Ridge Mall

The bed was so comfy, and everything about the hotel was great. What we didn't like was the extra $75 they put on the credit card approval. We had been wrongly charged at another hotel, but luckily my card didn't pay it. Stuff like that makes us want to stay out of hotels!

The location was convenient and nice, but housekeeping cleaned our room only once during the week we stayed. I had to ask the front desk for more towels more than once. Breakfast could use more choices, and the 24/7 market was a joke because it wasn't stocked at all.

Everything felt new and was incredibly clean, from the building to the guest room. Devondra welcomed us, got us settled, and answered our questions with real attentiveness and professionalism. We went to our event, and she was back on duty the next morning. With her help, checking out was just as easy as checking in.

Customer service was the best part of our stay. The staff were friendly, helped when we had problems, and I never saw anyone just on their phone. The rest of the experience was quite the opposite of the good reviews, and we probably won't stay again. The first time we tried our room key, it wouldn't unlock the door. The woman at the front desk found us another room, which was helpful, but they should check keys before guests arrive. The rooms were very cramped, especially for a family of four sharing one room, and the smell could have been better. It wasn't awful, but the room should feel more welcoming. The TV in the first room wouldn't play YouTube. Worse, the WiFi didn't work in any of the rooms unless you joined their honors club. Not everyone wants to sign up for another club and a million emails just to get online for a couple of days. Making that the only way to connect is ridiculous. Breakfast hours were another annoyance: it ends at 9 AM on weekdays and 10 AM on weekends. Some of us get up at 5AM every day and want to sleep in on days off, but these hours can mean getting up early just to eat. Luckily, there's a Starbucks right across the street. Even so, when we went down about an hour before breakfast closed, almost nothing was left. The pancakes were tiny, and there were no eggs. If breakfast ends that early, they should restock when food starts running out.