Tru by Hilton Round Rock — Hotel in Round Rock

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...

Wow! This was a wonderful hotel stay. It was in a super quiet neighborhood and the scenery is beautiful outside the hotel. The room was very clean except for a piece of hair on the back of the bathroom door. Not sure how it got there lol but yeah. Anyway, the room Was very clean and the towels were nice and soft. The bed was comfy and I'm Glad they had blinds you could close to keep the sun out so I slept so good!

Unfortunately There is no microwave in the room 😢but there is a mini fridge and ironing board. The tv has access to Netflix and all the other apps like sling etc, however you have to login to your own account with your password or you can choose to watch regular cable. There are no drawers in there if you plan to stay a while, but they have hanging space but no closet.

There was a desk on wheels which I liked because I could move it around the room, and a chair in there. I was super happy that you can control your own temperature in the room. The shower had no tub which I am ok with. The water pressure in the sink was a little too low for my liking but the shower pressure was fine. I do like scalding hot showers and although the water was hot it wasn't scalding fyi. Thankfully the ventilation was good in there too because it wasn't super foggy or stuffy when I got out the shower. The mirror wasn't fogged. There is no carpet in the room So don't forget your house shoes. The customer service was great!😃

For breakfast they had eggs, smoked sausage, refried beans, regular eggs, eggs with some kind of sausage possibly chorizo but idk. They had boiled eggs, yogurt, oranges, apples, bananas, milk, juice and muffins, bagels, bread, coffee and a few other things. No bacon though 😢.

About ten minutes from there you will find a chic fil A and Popeyes and a few other restaurants. The candlewood suites was where we were going to stay initially but that place was terrible inside the rooms and in the foyer. There wasn't even any hand soap in the public bathrooms.

Anyway, so we prayed and headed down here and we are sooo glad we did. We stayed on a Friday night and left on Saturday and it was nice and quiet and I felt safe. I am definitely putting this is my saves because this hotel will be my go to EVERY time I come this way. Sorry about all my stuff in the pictures. I should've taken them before I put all my junk there lol. Parking is free btw and they...

Our stay was not at all what we expected. Upon arrival there was no person at the check-in desk. We waited for at least 10 minutes before a young woman arrived. She was dressed in jeans and a sweat shirt, very unprofessional and unfriendly. It appears she was away from the desk getting towels for another couple also waiting at the desk. The desk attendant was very short with conversation while checking us in. She only focused on the computer. She handed us our key and barely looked up to greet us. She said "here is your key" and placed it on the counter. I asked her to explain where our room was located and she acted as if we were making pests of ourselves. She absolutely used no customer service skills, did not explain where to find the elevator, or how the morning breakfast operated. We were not pleased. Once in our room I noticed there was no hand soap on the bathroom sink counter. Thinking this was just an oversight by Housekeeping, I called down to the front desk to request hand soap. I was told they do not supply hand soap and she couldn't give me a good reason as to why this was not included with our room. We were very disappointed. The room did not have a closet, just a rack with some hanger, the room did not have a dresser to store clothing only a few simple shelves that supported the TV and a lamp. Our stay was scheduled for 3 days and we were not at all happy with the lack of amenities. The room was very tight and had only had the bare basics, we were very disappointed. We are frequent travelers as we are retired and this hotel did not meet our needs. I am very dis-satisfied with the Hilton Corporation and will not stay in another one of their hotels in the future. We contacted our travel agent and made a request to leave the next day and to locate a higher quality hotel for us. We were very disappointed with the entire experience. Too bad for Hilton since they now have lowered their standards. I can't imagine why this newly remodeled hotel was designed with CHEAP in mind. The room appeared to be designed for someone who is just on their cell phone and needs a place to hook up their computer. Very...