Tru by Hilton Webster Houston NASA — Hotel in Webster

I should’ve stayed home. I booked a 2 night-solo stay with hopes of relaxing, but I drove my 3.5 hrs home in literal silence due to the inconveniences at check-out. Plus, sleep comfort quality was a 2.5/5. The mattress felt floppy, sheets and pillows were not the best quality. It was giving motel vibes, which was disappointing for a hotel by Hilton.

This is the first time I’ve ever had an issue like this. My dog damaged the extra mattress in our room. As a hotel, especially a pet-friendly hotel, you would think there would be a standard list for the cost of hotel items, in case of damages, but no.

I was told I would be contacted the following Monday/Tuesday (I checked-out on a Friday morning) with a quote "because it was the weekend & no one was available". Hotels operate 24/7. I had to provide a photocopy of both my ID and credit card. Though I understand their policy to do this, it was very unsettling receiving a call from my bank, an hour later, that my card information was being used online. I am sure it was a coincidence, but the hotel was the only place that had a literal copy of my card. My bank cancels my card, I then contacted the hotel to notify them of my card cancellation, and they asked if I had another card (I didn't), they asked if I could mail a check (if i had a check, how am I suppose to send a check without a quote???).

The hotel did not contact me during the timeframe they provided, muchless notify me if they needed more time, which I felt was unprofessional on their part. In the meantime, I’m preoccupied that my card information was possibly stolen and stressed not knowing or having an idea of how much I would have to pay.

It took 2 whole weeks to finally hear back from the hotel. When they contacted me to remind me I had not send in my signed form after just a day of their previous call,, I stated I was waiting for my card and whoever I spoke to was unprofessional/ rude and replied with “after two weeks?” I won’t be staying at this location again.

I called 3 other Tru by Hilton Hotels in other states/areas, and evidently none of their hotels have a list. I just find it extremely inconvenient. I would’ve preferred to receive an invoice and have in writing final costs as reassurance the hotel would honor their charge/price.. but nope.

Some positives: the lobby ambiance was very welcoming, I really liked it, i liked the room despite the lack of bed quality, I can confirm the parking lot felt safe if you park by the front/side entrance, for Houston area, please stay in well-lit areas, the night desk clerk was a younger employee and he was very polite and friendly towards us. Even offered a treat for my doggie. I was appreciative of the hotel having an area for dogs with trashcan/doggy bags, if needed. Costco was right next door and other shopping stores and...

Edited 3 years later:

We ended up booking this hotel after hurricane beryl knocked our lights out. Our experience this time has been a lot more pleasant.

First the room was clean, no issues with the bathroom or anywhere else.

Second the customer service is top notch. This hurricane, in the middle of summer no less, has wreaked havoc on the area and there are 2 million people searching for hotels. I’ve witnessed the staff nicely having to explain over and over and over again they don’t have room. And each and every time they are pleasant. I needed to extend my stay and while it took some time thanks to the system she was able to fix it for us meaning we wouldn’t have to switch rooms. We were also told once we had power they would allow us to check out early with no penalty. We’ve interacted with 5-6 staff members and every single one has been nice and helpful.

Breakfast was the normal pre-pandemic breakfast so we were happy with that.

Old review:

I’m just not that impressed with this tru hotel. Let me start off by saying I stayed in another tru hotel in Austin for the same price I paid for this one just a couple weeks ago.

My room was the standard tru hotel room, but what grossed me out was the dirty toilet. There was either blood or pee on the toilet seat that I got to scrub off before I used it. Thankfully they left 2 alcohol wipes for me to do that with. There were some weird marks on the bathroom floor that a mop would’ve easily taken care of as well.

But I overlooked those things and hoped that they would at least serve a decent breakfast. I mean after all the tru hotel in Austin figured out how to serve a hot breakfast AND offer a clean room during covid. But I guess the dirty toilet should’ve been my tip off because breakfast was a disappointment. 2 cold prepackaged muffins, an apple and a bottle of water was waiting for me when I went down for breakfast. Don’t blame this on covid, this is a way for the hotel to save money and use covid as an excuse. Especially since my room was not as clean as it...

This evening I reserved a room at the Tru by Hilton location in Webster, TX. I booked this stay for one night using my Visa card and when I arrived they asked for my ID and Credit Card (Not normally done since I’m a Diamond Member) for verification. As instructed I gave the young lady my ID and credit card. She told me to insert the credit card into the chip reader. I did question this since the card is on file and I never have to do this however I did as she asked. The message “Enter Pin” popped up on the screen, I explained to her that this was a credit card and that I didn't have a pin for it, it needed to be ran as credit. She attempted to run it as credit however was unsuccessful in getting it to go through. She called for help from someone who was sitting in the back office. The person came out of the office and asked what was going on. This person from the back proceeded to tell me that I needed to run the card with a pin. I explained again that it was a credit card and I didn't have a pin. She then told me that I had to call my card company and get a pin. From a customer service perspective this was totally unacceptable. The employee from back office then calls someone named Sergio to ask how to run my card as credit. After a 30 second conversation she hung up the phone and reiterated to me that the card had to be ran with a pin and I needed to call my company and rectify the situation. At this point I was completely lost for words, I told her that I was not going to do that and I would like my reservation cancelled. I stay in hotels over 150 nights a year (All Hilton branded locations) and I've only had this issue a handful of times. When this happens the employee solves the problem and runs my card as credit. It is evident that there has been a lack of training and communication between the staff and management in order to satisfy guests needs. I expected a better experience while at a Hilton branded hotel but was...