Tru by Hilton Lewisville Vista Ridge Mall — Hotel in Lewisville

I wanted to share some feedback about our recent stay at this hotel. As Diamond Members who visit the Dallas area and stay in Hiltons at least three times a month, we were disappointed with the experience at this location.

When we arrived around 9 pm on a Friday evening after a long drive, the front desk staff member was on her phone. After settling in, we went to the lobby for some tea, but the coffee/tea bar was almost empty, with only black tea available. It felt like basic amenities were overlooked, especially since the staff member didn’t seem busy.

The next morning, the gym had no sanitizing wipes, which we thought might be a one-time issue. However, when we returned later that night, the wipes were still not restocked, and the gym was a bit messy with equipment left out. The pool area also seemed neglected, with the lights not turning on, a strange smell, and dirty towels piling up.

Our second evening, we arrived back at the hotel around 9 pm and found the front desk staff once again on her phone. The coffee bar was almost empty again, with what appeared to be used cups left on the counter. It was disappointing to see that nothing had been refreshed or tidied since our previous visit to the lobby.

Our first morning, breakfast was okay but not great. There weren’t many bread or bagel options, and the fridge with yogurt and cream cheese was almost empty. It just felt like things weren’t being kept up throughout the day. However, the next morning at 7:30, there was even less available to eat. No source of protein was available and the pancake machine had no mix. Just a small selection of bread and bagels and yogurt. Mind you…breakfast ends at 10 and there was already nothing available at 7:30. The lady rushed to the back only when there was almost half a basketball team showing up after me and 2 other people.

Given the number of issues we encountered during such a short stay, it doesn’t seem like these problems are just a one-time occurrence. The overall lack of care and customer service left a bad impression. Because of this experience, we will not be staying at this location again, and if anyone asks for a Hilton recommendation in the Dallas area, we won’t suggest this one.

One positive was that the room was clean.

We just wanted to share our experience in hopes that these issues can be addressed for...

Hotel itself is clean. I like that, yet the service is so bad.

Here are some issues I had while I was staying there.

When I checked in, they gave me a room already occupied. It was very awkward moment when I opened the door. I never assumed and expected that they are giving me a room like that.

I booked 2 nights, but my key did not work on second day. I dont think they did set the program right. This is kinda of understandable, but not quite. They should be able to see how long I was gonna stay, but probably they did not check. They is why they gave me a room already occupied and did program the card key wrongly.

During a day, even though I put 'do not disturb' sign, one of the manager. or employee, just open the door using master key. She knocked and just opened the door although I answered. She looks very surprised and saying 'did you call room cleaning service?'. I said 'no'. Here is the weird point. If I call room cleaning service, janitor would come with cleaning supplies; however, she did come by herself without bringing any cleaning supplies. (I dont know she was janitor or mangager. She was not wearing janitor clothes) I wonder what her intention was.

By the toilet, there are 2 toilet paper hanging on the thing. When you entered the new room, they are folded nicely. Since I stayed alone, I used only one. However, when I came back from outside, another one was unfolded. It gave me a question mark there.

Room was clean, but the service and these expierence...

Have stayed in Tru’s in Tennessee- wonderful. Here? One in our party could not get checked in on our group reservation even though she showed the girl at front desk the confirmation number with her name on it. She had to book another room at a higher rate, but we fixed that when rest of us arrived. My room key would not work until after the 3rd trip back downstairs to front desk when they just switched our rooms. I never saw ANYONE in the breakfast area cleaning or stocking until our last day….when she closed breakfast area at 9:07 am, even though this is not supposed to happen until 9:30am. I did see a young girl in the back prep room, scrolling on her phone as was the front desk young girl when I questioned her on why breakfast was shut down. Shampoo and body wash was empty upon arrival….i had to go down and get replacement tubes, which I know other guests have had to do because I saw them doing so during our stay. Plus the cap that holds these in place was broken, making me think another guest had done that to get it installed for their stay since they would not have had the tool to unlock it. Overall, bad and uncomfortable experience here and in all sincerity would not ever even consider a stay at this Tru again again. I’m actually a little embarrassed that we recommended the Tru brand to the rest of our party. Hotel is not even a year old, needs a better management team to...