Tru By Hilton Austin NW Arboretum TX

Front desk staff extremely unhelpful, unmotivated, and rude. My reservation auto-cancelled when I didn’t show up for the first night, even though I prepaid for three nights - never had that happen before, so starting off with a dumb policy. The front desk was RUDE , chatty and no where to be found. Who doesn't greet their guests upon checkin? We waited for over 30 min. The lobby was colorful, quiet and we managed to eat some candy and chips free since no one came to the front desk to check us out Front desk lady was laughing in the back room when the front desk employee finally showed up and informed her of what happened. They proceeded to tell me to go kick rocks since they are now sold out.

Very good stay. Friendly check in and easy to get more towels. Clean room and clean common areas. Ac worked great, kept room very cold while slept. Very quiet all night. Breakfast had fresh fruit and the food items were regularly replenished. A couple of reasons it didn't get 5 stars. The pool table (always a bonus and the reason we seek out Tru hotels) was in good condition but only had one 1 regular sized cue. The lobby coffee was not good. I don't know if it's because I don't like the water here and it's made with unfiltered water or they made it wrong. The hot water didn't last til the evening so couldn't have my evening tea.

I recently stayed at the Tru By Hilton Austin NW Arboretum, and my experience was quite mixed. Positives: The hotel has charm and is new. Its location is north of the Domain, being close to the stores, making it convenient for enjoying the local attractions in North Austin. Negatives: However, I was disappointed with the level of hospitality we received during our stay. After a long day, we were unloading our bags when a knock loudly informed us from a weird man we were not allowed in the hotel. While I understand hotel policies, his approach was rude and confrontational. When I suggested a more courteous way to interact with guests, he started arguing with me at the door of my hotel room, turning it into a shouting match. As I headed to the elevator, another staff member reiterated something in Spanish as they (housekeepers) were staring at me very rudely without a politeness. I asked to speak with a manager, and no one ever called me or came to my room. What really bothered me was the inconsistency in enforcing any policy. Later, I found out from another employee the next morning the person that came to my room was not a Hilton employee! What! That was scary. To top it off, at checkout, one of the employees was more focused on texting than assisting guests. Not very pleasant stay. The rooms are small, very loud and obviously any other guest can come knock on your door without hesitation. No thanks.

We had the most unprofessional interaction with a hotel I have ever had. My friend and I had booked a reservation on Priceline. Mind you, he's a Diamond member, that's why we chose Hilton. Anyway, we arrive at the hotel, and I guess the night auditor is in the middle of doing whatever she does. We have already prepaid for the hotel. We ask about our room and she proceeds to lie to us and tell us the hot water isn't working, what?, and that she can't print the report and we should wait 30 minutes, and she's not sure if we are even telling the truth. Furthermore, Victoria tells us there’s been problems with the smoke alarm and she’s not sure if she can book a room . Why would we lie. I offered to show her the receipt but she wouldn't have it. She said Priceline would call her. So we call Priceline and ask her to call the hotel. She does and still the night auditor, Victoria, is rude and refuses. So, at this point, this hotel has lost $122 on an unbooked room because their employee didn't want to be inconvenienced and do their job that they are being paid for. Victoria was not only extremely rude, treating us like we were just some idiots off the street, she lied to us.. Listen, I get it, you're in the middle of whatever you're doing, but you have a job to do. Make it work. Anyway. Yeah needless to say I ABSOLUTELY DO NOT RECOMMEND this hotel, unless you want someone to blow you off and lie to you because they might be inconvenienced. Hilton says they strive for good customer service, that was NOT our experience. So now, we have to drive around for another hotel in the middle of the night. When we had initially called, JD had taken our reservation over the phone, however we were not able to make it this night so we switched it online with Priceline. He was not as rude, friendly, but when you call the hotel number, no one picks up the phone! We called four times in order to get JD. How are they supposed to get reservations? Look elsewhere, plenty of other hotels in the area that care about their customers.