Tru By Hilton San Antonio At The Rim, Tx

Ms. Linda made the stay feel especially welcoming. She was more like a good friend greeting us in the morning and checked that we were happy with the room, amenities, and breakfast. The other staff kept the hotel and breakfast areas clean and stocked. Thank you all. The hotel was super clean, from the upbeat lobby to the rooms. The room was basic but comfortable, with a bench instead of a closet and no in-room coffee. Coffee was available in the lobby around the clock. Breakfast was very simple, but more than I have at home, and parking was free. So happy we picked this hotel.

The rooms are cramped, the walls are thin, and the pillows were nasty, flat, and smelled bad. Don't let the pretty pictures fool you. San Antonio has plenty of nicer hotels, so don't bother with this one. If customer service matters to you, this isn't your hotel. There was one employee at the desk and no management on site, so you're on your own if something goes wrong. It's cheaply made. After reading other reviews, I edited this: clearly Hilton knows this property and its customer service are below par, yet still asks guests to spend more time calling with feedback. Hilton, improve this place or take your name off it. Your loyal customers are disappointed.

I booked because the price was cheap and it was close to six flags. The room was okay and the bed was about a 6/10 for comfort. Parking cost $10, which seems odd since this isn't downtown. The breakfast was very mid, and the coffee was barely warm. I asked for an extra pillow after getting to my room. The employee said he'd look, then called back to say he couldn't find a single one, which seemed lazy, especially when the hotel wasn't even half full. Since it's part of the Hilton chain, I expected better customer service than at a LA Quinta or a Comfor Suites. At check-in, the employee was on his phone with an earbud in. That's unprofessional. I guess it was my fault for expecting better. Do yourself a favor and pick the hotel across the street.

Our family road trip ended with me driving four hours home from the hotel at midnight because there was nowhere else to sleep. Every reputable hotel nearby was booked by the time we sorted things out, so the trip was cut short. The one person who showed real empathy or tried to help was the security guard. We had a confirmed reservation for a room with two Queen beds, but were assigned a single Queen instead. Staff said the double-bed rooms were sold out and couldn't accommodate us. We hadn't received a call or email warning us they couldn't honor the booking. Management blamed the third-party booking site, though it seemed our room had been given to someone else. They took no responsibility for the confirmed reservation, and with no management on site, staff said they couldn't issue a refund immediately. Be very careful if traveling with family or booking through a third party. Management here is unprofessional, and a guaranteed reservation clearly means little. I wouldn't recommend staying here.