Tru By Hilton Midland

The front desk employees were friendly and check-in was easy. I was told breakfast began at 6:30, but it actually starts at 6:00 a.m. It was basic but okay, with scrambled and hard-boiled eggs and sausage links. Greek yogurt would be a good addition. The elevators were fast and always working during my two nights in room 207, though I won't book that room again because the mattress has a huge dip on one side, likely from people favoring the side with the only nightstand. The alarm clock display didn't work properly, so I couldn't tell if an alarm was set. Someone had left it set for 5:45 a.m., and I got an unnecessary early wake-up. The AC fan has no off button and ran noisily all night. I appreciated that the desk was on wheels because I could move it away from the fan, which is usually right beside the desk in hotels and bothers me. The shower pan seems permanently dirty, as I think it is in most rooms based on other reviews, and water leaked onto the floor because the shower door had no plastic flap at the bottom. Rooms are only cleaned every other day, which I don't find acceptable, though it seems standard at hotels now. The pillows were extremely small. About half the live TV channels froze, even though the sound kept going. The room had two makeup remover wipes, and the blackout curtains worked really well. One note: the restaurant closest to the hotel is closed on Monday, and other restaurants are about a 10-minute walk away.

The charge eventually posted, even though the staff member who argued with me said it was pending and would drop off. When I called later to discuss what had happened, someone at the hotel argued with me and hung up. I left with my children because I felt unsafe. Earlier, after my room key failed, I had gone to the fourth floor twice and returned to the desk a third time. The receptionist said she would check it herself. While she was gone, another guest and her boyfriend verbally harassed me in the lobby, in front of my frightened children, who were in my car as things escalated. When the receptionist came back, I told her right away that I didn’t feel safe and asked to cancel. She said she had to help other guests first and that she’d been “trying to accommodate” me, although I’d been waiting because the key card didn’t work. The man denied what happened despite witnesses, and nobody addressed or removed the disruptive guests. As I left, he said “bye friend,” and the receptionist echoed him. That felt dismissive and unprofessional in the circumstances. This was a very upsetting stay. I wouldn’t recommend it to anyone who values safety and professional service. I hope management takes situations like this more seriously.

Of all my stays out of town so far, Tru by Hilton has been the best experience. Daisy was especially professional, friendly, and kind during our last-minute reservation tonight. She understood what we needed. Keep up the good work, stay safe, and God bless you.

Emily in the morning and Daisy in the afternoon were both great. They answered all our questions and were very helpful. The room was spotless, and breakfast was delicious and served nice and warm. Everything felt like a 10/10. I had an incredible stay and can’t wait to come back. This is definitely a new favorite hotel.