Tru by Hilton Goodyear Phoenix West

Reviews

• BC

  Beverly Colella

  5 days ago
  5.0
  I travel every other week for work and I’ve met the 2 staff Josephine and Marco. I was a few minutes late for breakfast and she waited for me to get my food before cleaning up. Marco greeted me twice in the lobby and introduced himself asking me if I needed anything. Exceptional customer service here and I’ll be back again!
• CS

  Charlie Smith

  Feb 20, 2026
  2.0
  I'm writing this review as a frequent traveler who logs an average of over 100 hotel stays per year across all the major brands. I don't know what Hilton is doing at this location, but they aren't doing it right. You start by pulling in, parking in front of the entrance, getting your bags, and checking in. All is well. Until they tell you the entire parking area in front of the main entrance is somewhere you will be towed from if you park overnight and that you need to move your car to the side or back of the hotel. I've NEVER experienced that one before. But.... Protip incoming!! They do have some Diamond parking spaces at the front of the hotel, so I'd recommend you just park there, get your parking pass that doesn't have a room number or license plate associated with it, and enjoy your free front row parking! Next, the shower. It leaks. Badly. All over the floor. See photos. I've seen this before in 70 year old motels in Kentucky, but never a new Hilton branded hotel. The floor was already swollen up so badly from water damage that the bathroom door is scraping a path into the floor. This can't be good for the future. Can anyone say mold problems? It may have already impacted the structural framing, as they had to shave the door to get it to close. Yikes. There's a pretty nice Marriott next door for a similar price. There's also a decent Super 8 one exit down for half the price with larger rooms. I know Tru is targeted toward the younger crowd, but maybe Hilton should stick to letting the kids pick the finishes/colors/silly shampoo names and let experienced designers and contractors put these slapstick buildings together so there is at least a semblance of quality to them. This Tru feels like a teenager got a Lego set and their first bottle of whiskey for Christmas and decided to finish both in one sitting. It is anything but "Joy Inducing"
• SC

  Shelby Cassadore

  Jan 18, 2026
  5.0
  We spent 1 night here and it was a really enjoyable stay. Jonathan at the front desk was amazing he went above and beyond to find a pack and play for us. We were all tired after a 5 hour drive, the beds were really comfortable and we all woke up refreshed and went downstairs to have breakfast which was good. Also the kids really enjoyed the pool table and games they had there which was really new to us at a hotel. Not to mention all the stores located near the hotel. Over all it was a great experience and stay and will stay again in the future. Thank you for a great stay!
• AA

  ana

  Jan 9, 2026
  1.0
  Very poor experience. The hotel had no hot water, which was not communicated at check-in. I had an event within the hour and pre-arranged transportation, so I had no choice but to leave and book another hotel. Management denied a refund and offered an inappropriate resolution that required switching hotels twice, even after I explained I would be staying out most of the night and not return until almost 6am they still wanted me to play musical chairs between the hotels. Extremely disappointing communication and customer service. I have emailed the general manager and assistant manager multiple times, I went in twice to speak with someone prior to my departure and I have yet to receive a response. I’ve called multiple times and no response.
• CS

  Carter Smith

  Jan 7, 2026
  1.0
  I tried to contact this location for several hours today with no response via phone or the Hilton app chat feature. Unfortunately very bad service.

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