Tru by Hilton San Antonio North

The hotel itself was okay, but I’ve had better stays at Tru Hotels. Our room had mold on the bathroom wall, one bedside light was out, and the TV remote didn’t work. I had to use the app, but the sound was so low we couldn’t hear the TV. They said the microwave was in the lobby, but it wasn’t, so I kept asking staff to heat the food I’d brought because of my dietary restrictions.

Breakfast was a letdown: the tables were sticky and dirty, and they were out of napkins, coffee lids, and cups. Staff seemed put out when asked to get more. The room itself wasn’t bad, though I’ve stayed in better Hiltons. There was only hand soap in the shower, no body wash, and the air conditioner barely worked, leaving the room a little warm.

Breakfast was supposed to be ready at 7:10, but we were told cooked items like eggs, oatmeal, and pancakes wouldn’t be available until 8. That was tough with our strict schedule. Our room also wasn’t actually ready when they said it was: the bed had no sheets, dirty ones were on a bench, and the bathroom was filthy, with a used bar of soap by the sink and hair in the shower. The front desk said the entire cleaning crew had failed to show up. We were among the lucky guests, since our room was sorted out in about an hour, apparently with the manager cleaning. Others waited longer or had reservations canceled outright. Some moms traveling with their daughters had to find somewhere else at 11 at night. We won’t return to this location.

There was no soap anywhere in the hotel. Management knew about it and, because of the new ownership, their only plan was to wait for a shipment and hope guests wouldn’t notice. They refused to do anything else. I won’t stay here again, and I hope the new owners reconsider whether hospitality is right for them.