Tru by Hilton Round Rock

Reviews

• LL

  L Leon

  3 days ago
  5.0
  Clean room , good breakfast easy parking . Staff was really nice and helpful.
• RK

  ram kumar

  Oct 25, 2025
  5.0
  Excellent hotel chain
• DJ

  Debra Johnson

  Oct 23, 2025
  1.0
  THIS HOTEL AND ITS MANAGEMENT AND STAFF ARE RACIST AND I WOULD NEVER STAY HERE EVER AGAIN. THE MANAGER SONYA HUNG UP IN MY FACE FOR NO REASON AT ALL AND REFUSED TO HONOR HILTON'S SERVICE GUARANTEE THAT IS POSTED ON THE WALL. SHE THEN THREATENED TO CALL THE POLICE ON ME FOR MAKING A CUSTOMER SERVICE COMPLAINT. Mind you, I did literally nothing but make a normal CUSTOMER SERVICE complaint. I am a licensed attorney and a professional and I never even raised my voice. Who the heck calls the POLICE on a guest for making a customer service complaint? I wasn't even onsite anymore at the time. I was talking to Sonya on the phone after SHE CALLED ME. Once she made the threat, I then called the Round Rock PD myself to find out if she actually did file a complaint on me. I am waiting to hear back. Below, I've detailed more information about what happened. --------------------------------------------------------------------------------------------- I travel WEEKLY for business and I have NEVER been treated as horribly as I was treated by SONYA and because of her, I will NEVER stay at a Hilton property ever again. This hotel does not honor its service guarantee. When I checked in, I had already registered and PREPAID on my American Express card. Despite that, I was still made to fill out an archaic PAPER registration form because they said the "owner" thinks people will lie and say they never stayed at the hotel. Then, the elevator was FILTHY. The major issue, though, is the service. I was NEVER informed that they do housekeeping every other day. I also requested IN WRITING that I receive extra towels. Despite my request, when I returned to my room after a long work day, my room had NOT been cleaned and I had NOT received towel service. I had to clean my own room, handle my own dirty towels and trash, and was offered a measly 1500 points, then 2000 which I expressed was NOT SATISFACTORY. . I was not offered a CLEAN ROOM. I was NOT OFFERED A REFUND FOR THE NIGHT'S STAY AS LISTED ON THE GUARANTEE, AND I was not offered POINTS to cover a night. Instead, I was treated like CRAP. Sonya, the "manager," brushed me off in my face, then faked like she was going to "look into the matter," and called me about an hour later after I had checked out, and said they weren't going to do anything to assist. When I asked had she talked to the person who checked me in, she then HUNG UP IN MY FACE. After Sonya hung up on me, I called the hotel back and asked for another manager or the owner's contact information. Alyssa, the front desk agent, said that I was "creating a problem" and to "please stop calling." Mind you, this was my FIRST AND ONLY call besides when Sonya called me then hung up in my face. I asked how I was creating a problem by asking for service as a hotel guest? Alyssa then said the only person I could talk to was Sonya. I said, great. Please transfer me to Sonya again. I was transferred to Sonya who THREATENED ME and said said she was going to report me to ROUND ROCK POLICE DEPARTMENT FOR HARASSMENT. This is insane. I'm a licensed attorney and I did nothing illegal by asking for customer service at a HOTEL. Mind you, I am a professional woman and I was kind and did not raise my voice or treat them poorly at all. But, they were not only rude, they also threatened me with the POLICE. If you are BLACK OR A PERSON OF COLOR, do NOT stay at this hotel or at any HILTON chain. Even if you are not black, I suggest you look elsewhere. I plan to look into filing an action for discrimination. I will also be contacting Hilton's corporate office. They do not honor their guarantees or assist black customers. In addition to contacting corporate, I will be filing a complaint with the Attorney General of Texas for them not honoring the advertised guarantee and then threatening me with the police. This was the WORST hotel experience I've had in my life. Stay FAR AWAY FROM Hilton and if you must stay at a Hilton chain, I suggest you choose any other location except for this one!!!!!
• SE

  SCA Email

  Oct 19, 2025
  5.0
  This was our first visit to a Tru by aHilton Hotel. We were very impressed with the place. A pool table in the lobby, ice machine with ice buckets and cups right beside it, great idea!
• MA

  Marissa Alexander

  Oct 4, 2025
  5.0
  We stayed with a large group of families for a traveling sports team. We were all pleased with the amenities, cleanliness, and customer service. We’d absolutely stay here again. I would also like to spotlight Terraye, she was working the reception desk when we arrived and for the entire next day before we checked out. She had the best attitude, was incredibly helpful and warm to everyone that came in.

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