Tru by Hilton The Colony Dallas — Hotel in The Colony

I have never been mistreated at a hotel since I've been traveling. This one takes the cake. I traveled from Knoxville to Texas to visit my daughter and I'm just so out done with this Hilton hotel. First I'm a VIP in which I stay at The Hilton all the time. I had to reserve each night 1 at a time. When I got there they (Male)charged my card twice for each night. Okay I understood that with but was told that I didn't have to worry about coming back down since I had paid for both nights. I get to my room mind you it's Cold Feb. 21'25 the heating unit was not working right so I was moved to another room no problem. The room was okay. The next morning get up getting ready to head out then ,I was met with house keeping asking me was I getting ready to check out. I said no ma'am we have another night. The receptionist (female) addressed me as ma'am instead of my last name and said we have you for 1 night. I said ma'am the receptionist (male) charged my card for both nights told me I was fine. She seemed like she didn't like that but oh well. Then we were headed out and my sons wanna drink so as we paying her she said we can't take cash I'll have to charge it to your room so I gave her my room # she had the audacity to ask me for my key and I.D. I said what for a few Sodas lady. She then Profiled me and said well you can never tell so I was trying to be cool because my sons are deaf and they tend to watch my facial expressions and body language. But what put the icing on the cake was why she told me that my reservation had expired on the room and I wouldn't have been able to get in my room I returned. Ma'am you could have told me that this morning. So unprofessional and rude. I hope this goes public because Tru by Hilton The Colony Dallas you have lost a good customer. My daughter lives right next to The Kroger about 5 mins. I'll rather pay $150 at Spring Hill Suites then get mistreated for...

TRU is a new and very convenient brand by Hilton. The ratio between price and quality is surely good. On the other hand, I must say that - depending on the taste and the habit of the guest - two things are missing: 1) there are no rooms with bath tub and being in the U.S. the showers don't have hand-held showers which makes impossible to shower without getting your hair wet. 2) There is no kind of coffee-maker in the room. Surely, there is on the ground level . the very efficient staff takes care to provide fresh coffee 24 hrs a day. My compliments! Nevertheless, for people who like sitting at the desk working at the laptop with a cup of coffee this might be a negative point.|Otherwise, everything is perfect, e.g. the individual thermostat in the room (no need to freeze as it can happen in some Hiltons) The breakfast is included (although from a European point-of-view somehow limited: only sweet calorie-bombs. Possibly there was also fruit I don't remember.|I give 5 points mainly for the competence and kindness of the staff: we arrived after midnight (our flight diverted to San Antonio due to thunderstorms etc). Some hotels in the U.S. have some trouble in registering the stay (!!) if you come after midnight. The kind lady who checked us in (i am so sorry I don't remember the name. She was on duty in the night 16th-17th March) obviously knew exactly how to do it, the stay showed up correctly on the Hilton page, the receipt came automatically everythin without asking. I call this competence. Her kindness was shown by her asking if we might need a late check out. She must have noticed how tired we were. Sorry for not knowing your name, but I want to express my compliments. The staff the following day was also efficient and kind. Thank...

Having stayed at many Tru hotels, this property has become a favorite for my family and a comfortable home away from home as we transition to living in the state. Its location is convenient, safe, and close to the highway, shops, and entertainment. The hotel offers excellent amenities, including an outdoor pool, gym, free parking and WiFi, and indoor games for the family. My kids particularly enjoy the variety at the daily-changing complimentary breakfast bar. While the cleanliness of the rooms and outdoor areas could be better, it remains acceptable. The front desk staff are exceptionally kind and attentive, especially West, Antwain, Divy, and Lendarian, the GM. They go above and beyond to make guests feel welcome and comfortable. However, I had a negative experience with another staff member, Sabrina. She was noticeably rude, offering no greeting or assistance, and I even had to remind her to smile. She said her system was down and couldn’t assist any guests, which was understandable, but her poor customer service was not justified by her bad day. When I called the front desk around noon to check if the system was working, Sabrina answered, mentioned the system was still down, and abruptly hung up, citing she was busy with a fifth call. Fortunately, Antwain was available later in the afternoon. He apologized and assisted me promptly with a positive attitude, and resolved the issue without hesitation. Overall, and despite the negative encounter, the hotel is great, especially for families with kids and pets. The amenities and positive interactions with other staff members outweigh the issues with a few individuals lacking in hospitality and...