Tru by Hilton Lafayette River Ranch — Hotel in Lafayette

We stayed over the weekend for a sports tournament and it seems a lot of other folks had the same idea (totally different group/large event) bc the hotel was at max capacity and had been pretty much for the entire week leading up to the jam packed weekend. Im talking, this place was packed! A few things to note- this hotel is designed with groups and families and socializing in mind…they have a main lobby/down stairs area that’s setup to accommodate socializing and activities, encouraging ppl to enjoy the large space and not stay cooped up in the rooms…they have games for the kids, multiple charging stations, a little store in the center for snacks, several seating and lounge options, etc. It also has what appears to be an average but nice pool/pool area, however it was too cold during our stay so we didn’t use. Bc the idea is to not stay in the room, the rooms are definitely small…we had one king bed and the space surrounding the bed didn’t exceed maybe 3.5ft on the largest side where you’d put your suitcase, and then maybe 2.5-3 in front of the bed, and that was it lol…very small. But, the perk was the rooms come standard with a mini fridge, and they also have an always accessible microwave downstairs. The gym area was solid too. The rooms also have laminate flooring which was awesome bc you could smell that they had been nicely cleaned. They also offer complementary breakfast which offered a decent selection each day with eggs, cereal, fruit, pancakes, etc. I would absolutely stay here again and I think it’s important to call out the staff who made our stay as nice as possible bc if not for them, this review may have been different lol, due simply to the sheer amount of ppl, but bc the folks running things over the weekend were all 10000% amazing, it went smooth. In particular Rene and Ashley, I can’t say enough about their customer focused, outstanding service! (Rene works in the morning and makes sure the breakfast and always available coffee is fresh and everything guests may need is available…she was beyond kind and sincere and even interacted with the kiddos, making them laugh and look forward to breakfast), and Ashley who was amazing with her happy willingness to accommodate and help with whatever you needed, accompanied with a warm, upbeat, and awesome attitude! The others who were also great were Audrey, Adam, and Mel. I will say, the general manager/management should definitely reconsider some of their practices bc these folks were working shifts by themselves, when at least 3-4 employees would have been expected/standard in any other hotel/guest service setting. They ran and worked their butts off, and while I know it’s not likely, I would really like to hear that this review might somehow award them with some type of recognition…they did their jobs impeccably and went...

I booked a room at this hotel 5 months out because I was going to be in town for a concert that I knew would sell out. I chose this location because it is a Hilton and I wanted to be in the River Ranch area.

On the day of the concert, I traveled to the hotel at the check in time and waited over an hour at the front desk because there were no clean rooms. I did notice the lady at the front desk was being very sharp with folks asking questions, addressing customers with a sour attitude.

When I was finally able to check in, the lady at the front desk told me that my reservation was cancelled because my credit card declined the transaction. The card I used to book the room is an unlimited gold card--so I have my doubts, and I asked the lady a couple questions.

First, I asked her that if my card was declined, why did they cancel my reservation without notifying me, and waited until I traveled to the site to inform me at the front desk. Next, I asked her that if my card was declined, why did they not reach out and ask for another form of payment? These are reasonable questions, but she only responded "that's our policy, nothing I can do" and asked me to step out of the way so she could help the next customer.

I asked to escalate the matter to her management--I assumed that if mine and other people's reservations were suddenly cancelled without notice, there must be a chance that rooms have become available either here or another Hilton location (if it is in fact Hilton's policy to cancel reservations without notification). She called her general manager, told him someone had cancelled my reservations, then hung up. She told me that his response was that "it is Hilton's policy, nothing they can do." I asked her to provide the contact information to the general manager so that I could ask a few questions, she told me that he specifically told her not to provide his contact information to me.

I have travelled for work for nearly 20 years and have never had an experience like this at any other hotel. I reached out to Hilton corporate and explained the situation to them, Hilton corporate did extend points to my rewards account for a stay on another occasion--as all hotels within a 51 mile radius of this location were booked for the night. Hilton corporate was very apologetic, but could not confirm that this hotel's actions were consistent with corporate policy. Front desk lady said her name was Sandy and said the general manager's name was Drew Summers, though I could not confirm if those names...

I enjoy staying here for several reasons. The staff is always friendly and helpful. The rooms are clean with a comfortable bed and an assortment of pillows of varying densities. The Wi-Fi is fast. I regularly use it for video conference calls. The rooms have more electrical outlets than usual and include several usb ports to charge devices. The location is easily accessible and within walking distance to Burger Smith, Carrabas, and CVS. Coffee is available in the lobby around the clock. The breakfast buffet offers enough to choices to satisfy everyone and is included in the price.

One thing worth noting is google maps shows the incorrect location for the hotel. Apple Maps has it correct.

This location is like other Tru locations so you should know what to expect. The rooms are small but isn’t a problem. Just don’t go expecting a large room with a sofa etc. instead there is a small desk, a chair, a night stand, a mini refrigerator, but no microwave. There is a microwave available in the lobby. There are also various games like scrabble available in the lobby. The shower is roomie and well lit but there isn’t a tub, which is how all Tru locations are built. The television is a nice size with around 100 channels to choose from.

Rooms are cleaned every two or three days, but if you need something or need an extra cleaning, just stop by the front desk and they will take care of it.

Guest laundry is available with front loading machines that take two dollars in quarters to wash and two dollars in quarters to dry. Change is available at the front desk. There is an atm machine in the lobby.

There are a variety of snacks and drinks available for purchase in the lobby. Yes, they are overpriced but really on par with prices at all hotels. You are paying for convenience so it is understandable.

There is a connection to charge an electric car if you need it.

Overall this is a great value. Yes, when there is a major event in town like a big concert, the prices creep up, like every hotel does, and when there is nothing going on, the prices trend down, like every hotel does.

Download the Hilton app to make booking easier and the app includes a digital key for your room. Plastic keys are also available.

There really isn’t anything...