Tru by Hilton North Richland Hills DFW West

Reviews

• BG

  brian gerlt

  4 days ago
  2.0
  The front desk staff in the evening is generally discourteous and complains about adults having a bit of social time. Would not recommend if your trying to have a team social gathering
• DS

  Danielle Selph

  Feb 7, 2026
  1.0
  This is the worst Hilton hotel we have ever stayed at. The first and last time we ever stay at a Tru. The experience was terrible and the entire staff is full of liars to this day. That includes the management team. The night we stayed here the AC froze in our room. The front desk girl switched us around from room to room. All AC units frozen. It was like a sauna, if you were in an old smelly meat packing plant with no ventil The room was uninhabitable. The AC was frozen solid, blasting stagnant hot air, and the windows didn’t open — not even a crack. No ventilation. No airflow. Just a sealed box of heat and stale air. Now add this: the guest is blind, and her husband has severe asthma. By morning, he needed medical treatment because the room’s lack of ventilation and nonstop hot air triggered serious respiratory distress. This wasn’t an inconvenience. It was a health hazard. When I went to the front desk, the employee immediately said, “We’ll refund your money — you just have to talk to the manager.” No surprise. No concern. No attempt to fix anything. Just a rehearsed response that made it obvious this situation happens constantly. The next morning, a different front desk employee already knew everything. Same story. Same promise. Same invisible manager. The manager never showed up. Not once. I called for a full week. No callbacks. No explanations. No accountability. Just deliberate silence designed to make customers give up. When we finally reached the manager by phone, the excuses were insulting. Despite multiple employees documenting exactly what happened, he refused to speak to any of them. Instead, he dismissed the entire situation because the AC had “thawed” by the next morning and he personally couldn’t see the problem. That was his justification for keeping our money. Translation: If I can’t witness it myself, it never happened. The manager, Pinal Patel, runs customer service with the same fraudulent, stall-until-they-quit tactics that make Minnesota news headlines about companies scamming Americans out of their hard-earned money. Deny. Delay. Deflect. Repeat. Based on staff reactions, this is clearly routine behavior. Hilton’s slogan is “About the stay.” That’s laughable. This location is about taking your money and dodging responsibility, even when guests are put at medical risk. Stay here at your own risk. If something goes wrong, expect excuses, evasion, and a manager who magically disappears the moment accountability shows up.
• CC

  Chris

  Feb 1, 2026
  2.0
  The beds are very comfy they just happened to have some unwanted guests in talking bugs not any bugs bed bugs. Check your pillows folks
• LG

  Lettie Galaz

  Jan 25, 2026
  5.0
  The facility is beautiful and the staff is friendly. I was snowed IN for the weekend and due to work, my office is right next door. So we were well accommodated by Director's Choice/MAP. I will visit again, Thank you!
• JJ

  Jonathan

  Jan 6, 2026
  5.0
  Another great Hilton location. Thank you for the consistency. Clean rooms and polite staff. We all appreciate the hot coffee waiting for us.