TRU BY Hilton Round Rock

The room noise was terrible. I could hear everything from upstairs, downstairs, and the hallway, as if the building were made of cardboard. I’d strongly suggest choosing a different hotel, like the Marriott Courtyard or SpringHill Suites. The front desk employee seemed more interested in his phone than greeting people or helping when I brought up the coffee situation. There wasn’t a coffee maker in the room, and the coffee in the lobby looked and tasted like tea. Breakfast was otherwise okay, and there are three nice restaurants within walking distance. I should’ve paid more attention to this being a 2-star hotel. Maybe 1.5, honestly. I don’t usually leave negative reviews, but if this keeps one person from staying here, good.

Terraye was at reception when our group arrived and was still there the next day before we checked out. She was warm, helpful, and had a great attitude with everyone who came in. We were there with a large group of families for a traveling sports team, and we were all happy with the amenities, cleanliness, and service. We’d definitely stay again.

Breakfast was good, and the body wash and shampoo were great. They also had beer and wine available for anyone who didn’t want to leave the hotel. The room was small, and the mattress on its wooden frame felt kind of hard.

I travel for work every week and have never been treated as badly as I was at this hotel. I would never stay at another Hilton property because of what happened with Sonya. I believe the hotel and its staff treated me in a racist way, and I feel the service guarantee was not honored. I had registered and prepaid with my American Express card before checking in, but was still asked to fill out a paper registration form because, they said, the “owner” thinks people might claim they never stayed there. The elevator was filthy, too. I also wasn’t told that housekeeping comes every other day. I’d asked in writing for extra towels, but after a long workday I returned to find my room uncleaned, with no towel service. I had to deal with the room, dirty towels, and trash myself. They offered 1,500 points, then 2,000, which I said wasn’t satisfactory. I wasn’t offered a clean room, a refund for the night, or enough points to cover a night, as I understood the posted guarantee to provide. Instead, I felt brushed off. Sonya said she’d look into it, then called about an hour after I’d checked out to say they wouldn’t help. When I asked if she’d spoken to the person who checked me in, she hung up on me. I called back to ask for another manager or the owner’s contact information. Alyssa at the front desk said I was “creating a problem” and asked me to stop calling. That was my first and only call, apart from Sonya calling me and then hanging up. Alyssa said Sonya was the only person I could speak to, so I asked to be transferred. Sonya then threatened to report me to the Round Rock Police Department for harassment. I was no longer at the hotel. She had called me, and I was speaking with her on the phone. I hadn’t raised my voice or treated anyone poorly, and I was only trying to make a customer service complaint. I’m a licensed attorney and a professional, and I don’t believe I did anything illegal by asking for help as a hotel guest. I was so concerned by the police threat that I contacted the Round Rock PD myself to ask whether a complaint had actually been filed. I’m waiting to hear back. I also plan to contact Hilton’s corporate office and look into filing a discrimination action. I intend to file a complaint with the Texas Attorney General about the guarantee and the threat. I believe the hotel doesn’t honor its guarantees or assist Black customers. If you’re Black or a person of color, I’d say don’t stay here or at a Hilton property. Even if you aren’t, I’d look elsewhere. This was the worst hotel experience of my life. Stay far away from this Hilton, and choose another location if you must stay with the chain.