Tru by Hilton Austin NW Arboretum — Hotel in Austin

This was by far the worst Hilton I've ever stayed at & the only Hilton experience I've ever had or at any hotel actually. I've stayed at Tru by Hilton 2 other times in TN when visiting family plus a Hilton Garden Inn last year near Napa during the Bottlerock music festival. And I'm a Hilton Honors Member. The operations here are seriously failing and lacking. Simple things like no coffee or hot water; front desk agents sitting in the lobby on their phones in the evenings & not quick to help; housekeeping not servicing rooms; maintenance issues; rooms not fully cleaned; and then the dealbreaker was harassment from 4 different employees including:

2 breakfast attendants (1 named Fabiola) who were getting in the way of guests getting their breakfast before breakfast ended; Fabiola put her hand in my face, came at me multiple times & got in my way, another lady bumped into me, & Fabiola pointed a chemical spray bottle at me my 2nd to last day with her hand on the trigger. That's when I reported it to the GM who did nothing.

I also experienced stalking, harassment, & intrusive actions on my privacy on the back patio by the security officer (Oscar) who questioned if I was staying at the Hilton as I was about to enjoy the fireplace outside with a chai and get some work done on my laptop. He also seemed to be trying to prove he was "in charge" towards me as a younger female guest traveling solo at the time, which was very vulnerable in this toxic, hostile hotel environment where the service & amenties are below Hilton standards.

I practically recited my resume to Oscar as he asked intrusive personal questions, & I told him I have my own company and that I'm a CEO, I do modeling, have brand deals, etc. & that I'm a Hilton Honors Member. He eventually left when I got the GM's business card at the front desk.

The 4th staff member to harass me was (Maria) a front desk agent who made excuses for the breakfast attendants saying "they don't speak english" which has nothing to do with their aggressive, intrusive behavior....this happend so often / daily that I avoided breakfast 2 days during my 5 night stay. Maria also said "if I didn't like how I was being treated at the Hilton that I could stay somewhere else" & that "celebrities would never stay here" ~ suggesting that only certain calibers of people stay at the Hilton?

This location feels more like an unorganized Best Western with hateful employees and a toxic culture that includes racism & harassment towards guests.

I contacted Hilton Corporate immediately the day I checked out, and they refunded me for the 4 out of 5 days/nights that I experienced the harassment and sub-par service from the staff. The GM never responded fully & never appropriately handled it.

This location needs some serious training on Hilton culture, codes of conduct, human rights violations and policies, and training in company ethics, professionalism, & customer service. It's clear that all employees here either don't like their jobs, don't want to do their job, or take their jobs way too seriously with false bravado. Thank you to Hilton Corporate & the Guest Correspondence team who handled this matter in full & with an apology + a...

If I could give no stars I would. Doors to building don't work properly. They need to fix them. I could not take my dogs to potty conveniently. Second floor pit the back around the building and up 2 flights of stairs multiple times in a day. Get the doors fixed!! And guys don't stay here they don't understand resonibleAND CONVENIENT. there are a million less expensive equally if not better places to stay. I know after this and another issue with the hilton policies hell will freeze over before I stay here or any Hilton for that matter. BUT especially here. BIYET BEWARE. Not trying to over exaggerated but I honestly thought I was going to have a heart attack from the stress this place caused me. Chalk it up to experience I wasted 250 here. In the mean time I found an 85 dollar a night stay , pet friendly and no walking. Up down around , up down around. One side exit and they had it closed. No entrance. No one could tell me why. If its broken get it fixed. Why is it not usable. Luggage , dogs, in 62 and in decent shape and travel alone. bla place with even a small amount of decenty and any kind of customer service would have said I understand ma'am we will refund your money and we are happy you found a suitable replacement. Did that happen here? Of course not. So hey not another dime of my money and im telling everyone and anyone who will listen about my experience. I had to call my son to help me get everything inside. It was a one night stay. Shame on you tru hilton NW. Im nobody really but I'd gladly sleep in my jeep as stay at this hotel. And even though the manager seems to address complaints. Im will to wager they won't touch this. There is no excuse for this type of business model. Oh and you can exit the door to the outside of the building so why can't I enter here??? if its broken frigging...

This hotel is not very aesthetically pleasing from the moment you step in. The hotel staff are very hit or miss as to whether they are friendly or helpful. ||The elevator is not keycard protected (which is not great) but this was our first stay and we were not advised upon check-in. There is no concierge seated across from the elevator or anyone to guide you to the elevators. Like it was mentioned the front desk lady didn’t even glance our way or say hi when we walked in. My husband was on a crutch too. No care in the world to greet guests.||The room we had was small and small. The bedding was not comfortable and felt cheap. The products in the hotel are who knows what and they were again very cheap. One note here is the water at the hotel smells like unclean river water. When I was drying my hair, I could smell the river water over the product so it was a challenge to feel clean post shower. ||There is not an additional charge to the room at check-in that is for access to the fitness facility, billiards,” complimentary" coffee, or breakfast, etc. |The second day of our stay was hot so we didn't explore much more of Austin but took advantage of the walking nearby instead.||We went out for dinner and drinks and overall to do some exploring and returned to the hotel and the first floor was swarmed with people who looked homeless. Apparently it's the place to be seen in Austin if you are homeless.||Overall this was a less than great stay, and would highly not recommend if you want to treat yourself to a cheap and...