Tru by Hilton San Antonio at the Rim — Hotel in San Antonio

We booked 2 rooms for 3 nights at this hotel for a family vacation my husband our kids n my in-laws (an elderly couple) we checked it around 9ish pm they assigned us 2 rooms on the same floor different ends of the floor.. later on that nite we spoke to the front desk girl if it be possible to move us to conjoined rooms or 2 rooms across from each other so we can be close accessible to my in-laws she was polite and said she would look n see what she cold do she called us later on that nite almost midnite n said she could and if we wanted to move then or if it was a little late she would leave a note to the morning person to do the change in the morning , we were like great awesome!! we will do it in the morning since my in-laws were already sleeping .

Morning comes we r sitting down having breakfast downstairs (morning personal doesnt know who we are) but I can hear the conversation they r having .. the front desk guy is explaining what's on the agenda to the I guess " MANAGER / OWNER" don't really know who this guy was he was not wearing a name tag . so he explains oh item #2 the guest from room 303 requested to move to closer rooms etc . We r goin to move them to these other two rooms we have available across from each other. The MAN tells him "NO NO NO DONT MOVE THEM KEEP THEM THERE, JUST TELL THEM WE HAVE NO MORE ROOMS AVAILABLE ... SEND THEM HOUSE KEEPING IF THEY WANT OR WHATEVER THEY NEED BUT DONT MOVE THEM JUST LET THEM STAY THERE" I was just staring at them from my table where I was having breakfast ... i thought hotels were all about hospitality ... on our way out that morning we thanked the front desk guy for trying to do his job we let him know we heard the conversation he seemed embarrassed he apologized we told him it wasn't his fault . So yes we were very disappointed ...that the change was possible but that man refused just because he didn't want to. He should be more careful about his conversations, especially if he is going to be rude about things, guests are everywhere they can over hear. I don't think we will stay here again. There were other issues but we didnt feel like bringing things up to them since it seemed like they don't care for their guests needs ... like I said hotels r supposed to be all about...

This marks my first hotel review, and it is essential for others to be informed. Our choice to stay here was influenced by its proximity to La Cantera shopping and Six Flags. The primary reason for my review is to address the cleanliness of our room, which was horrible. To be candid, I wish I could share images of the bathroom, as it was quite unsightly. The toilet and walls were poop stained brown, a condition that is difficult to overlook. Upon inspecting the bathroom, we lost our appetite for the dinner we had brought with us. It is astonishing that housekeeping could deem such a bathroom clean. Additionally, should you choose to stay here, I recommend bringing open-toed sandals, as the floors in the room were sticky, likely due to insufficient mopping. The absence of carpeting and the thinness of the walls further detracted from our experience. I regret spending money on this hotel, especially since it was meant to be a family getaway after a long time. Although we were eventually moved to a different room, the noise from the adjacent guests, who played loud music, was quite disruptive. (You can hear next door guests; music, conversations, iPhone alarms, sneezing & coughing). Furthermore, the hotel offers open parking, which is accessible to both guests and the general public. This arrangement led to concerns about parking availability, as I was not the only guest expressing dissatisfaction. The parking lot also had an unpleasant “marijuana” odor, and I felt unsafe during the night. The pool table next to the lobby needs to be removed, it attracts several drunk men this past Saturday night and they kept staring at my wife and daughter. I strongly advise against...

Great location, nice rooms, recently built hotel; however our experience was not the best. We made a 2-night reservation a few days in advance via the Hilton app. Received a confirmation receipt including hotel fees. We arrived to find out our room was given to someone else. Front desk clerk managed to accommodate us in 2 separate rooms at no additional charge since it was the hotel's mistake - we were told by the clerk. A day after we checked out, found out our credit card was charged 42% more than the amount we agreed to pay for (reservation).

Amit, the manager was nowhere to be found. We were told he was the only one to solve the issue. After 2 weeks of tracking this guy, we finally spoke to him. He agreed to reimburse the 42% that they overcharged us. As of today, we have not received the reimbursement yet. E-mail him back...again. He stated he already processed the reimbursment. Our credit card carrier confirmed No reimbursement has been received yet. We have initiated a dispute thru our credit card carrier. I won't recommend this hotel to family and friends.

So inconvenient, lack of leadership and seriousness. What a waste of my valuable time going back and forth...