Tru by Hilton Wichita Falls — Hotel in Wichita Falls

We are on a military permanent change of station (PCS) move and needed a place to stay for the family to rest.

Hotels are not required to honor the federal per diem rate.  However, since the military only get reimbursed the federal per diem rate of $107 for lodging in 2024, it is always best to ask the hotel to see if they can match the per diem rate.

I called while on the road to see if this hotel could match the per diem rate since their rooms were going for over $200.  The hotel said they don't do per diem rates anymore.  With no other places to stay nearby, I decided to just use my Hilton Honors points.

When we arrived at the hotel, I was on a phone call for over an hour in order to set up services at our new home as a first-time homeowner.  My wife checked us into the hotel while I was finishing up the phone call, at which point I checked the hotel rates again.  The hotel was now offering per diem rate rooms at $107.

I asked for a refund so that I could get my points back and purchase the room at per diem rate given that I called in the morning to verify all of this.  The manager at this hotel said they can cancel my stay, but they will not refund me my points because Hilton does not allow it.

Being a diamond member, I called the Diamond Desk for support in verifying that claim.  As verified by Hilton, the hotel lied to me twice at this point because the hotel could indeed give me my points back.  As I went back to the front desk at this hotel, the District Manager (DM) stepped in and said, "I am not giving you your points back because I would have to pay $150 dollars for them."

I brought the DM up to speed about how I called this hotel on my drive over, and they told me this hotel does not do per diem rates anymore.  Then let him know they are selling my current room for per diem rate, which is only a difference of $100~ dollars, not $150.

The DM says, "we switched it to per diem rate in order to sell the last room for tonight."  After Hilton could not do anything for us and this confrontation, the DM put the current per diem room back to $200~.  The sleaziness really came out because per diem rates are meant for government travel to do jobs like moving a family across the country in order to support the missions that make our country great, not to sellout rooms.

As far as the room, one of our beds smelled like urine, and all the housekeeping staff were gone by the time we found it.  There were dark yellow markings behind the bathroom door and dirt marks in the bathroom wallpaper.

Only time will tell how this newer property will eventually look.  We hope your experience is...

This was Truly one of my WORST stays in a hotel EVER. I chose this hotel for our family to stay at for my brother's memorial service, worst mistake. Instead of the hotel making it a nice, comfortable, and worry free stay while we are all grieving a loss, they absolutely did the opposite! First off, the guests security and safety at this property are not taken serious. After occupying our room for less than an hour, strangers enter our room because the front desk associates provided them keys. That was very uncomfortable and unacceptable, and could of been a very dangerous situation. This also happened to another guest later that night a few doors down from one of our family members. The day is over and it's time to get some shut eye, but it's impossible. The AC unit continuously turned off and on which in turn kept us awake, as well as a party going on in the room next door that I had informed front desk of on two seperate calls. This was very inconvenient for we had our brothers memorial service the very next morning. No sleep was to be had that night. Informed front desk and they did fix the AC unit and we had a good night's rest the second night before our travel home. At check out, we were charged more than what we had booked the room for direct through Hilton. I return to front desk to have the rate adjusted and the front desk associate went to the back and returned with the folio, highlighted the refund, and gave me the folio. When giving me the folio, she said nothing but "here", like I was an inconvenience to her. No actual customer service was provided during this stay except for Jessica who was very kind and helpful on first day. Nobody else on the management team provided any type of service recovery or even came out to apologize for all the inconveniences that had occurred during this stay. I contacted Hilton Customer Care on March 27th to have some type of service recovery and they informed me I would be contacted by the hotel GM within 48 hours. I called Customer Care again on the 30th because I had not heard anything from the property and come to find out, the property closed the case. I was transferred to Corporate and was informed the hotel GM would contact me within 72 hours and here it is April 2 with no word from the property. Take your money elsewhere. This hotel team does not care for your safety nor does the management team actually care about you and your stay. I've worked in the hotel industry for over 10 years now and know this is not the way things should be handled. I have stayed in several hotels and this is the first stay I have truly been...

Deceptive, Misleading and Dishonest Business Practices. Called the hotel itself to book. I was told I would have a military-discounted King room for $116 per night. Confirmed this was for my entire stay Thursday – Sunday. I was called a few hours before my check-in to inquire if anything additional was needed and I requested an additional 6 clothes hangers for approximately 12 in the room. Upon arrival, we found that there are substantially more rooms than parking for guests. We were told to park in adjacent lots, leaving at least a 50 yard walk in 100+ degree weather. Once other guest told us they had been told to park in the local college parking lot so they wouldn’t be towed. This was even further away from the hotel. At check-in, I was told that the military discount was not for a King room and only available on ‘certain rooms’! When I told them I had the confirmation and needed this corrected, the front desk clerk said they were unable to assist. I asked for manager and told one was not available. Got to our room and there were no hangers. Asked the front desk to bring some up and they brought hangers that had a too-small hook to even go on the curtain rod. The promised microwave is not in room and found in the lobby. The refrigerator had been ‘adjusted’ to only allow for a slight cool and had no freezer section, and the room A/C was actually cooler. No ice buckets are supplied in the room and guests must go to lobby to retrieve, even though ice machines are on each floor. There is no housekeeping until at least 4 days have passed and there was no communication ahead of time, just a little note on the bathroom mirror. The rooms are similar to a Super 8 and I have seen much nicer La Quinta rooms as well. These certainly did not meet previous Hilton experience expectations.

Upon check-out, I questioned my bill only to learn that I was charged different amounts for different days. I explained that I was told the rate was the same for all of our stay. I told the desk clerk that this needed to be corrected and his response was that he couldn’t do anything. I asked for a manager, and again was told that there was none available. Additionally, my email communication following this experience noted that I did not receive any points for the stay. Overall, this hotel certainly made our stay less enjoyable and I will ensure that any other friends or family that need to come to the area look at other options for lodging as this hotel cannot be trusted to provide good accommodations, regardless of what the customer...