Tru By Hilton Katy Houston West, Tx

My husband booked a room through booking.com as we use and trust them most of the time. My sister had learned that her husband has passed so she ran out of work without her purse. When things finally calmed, we booked her room at TruHilton in katy, where she was refused a room due to an old ID that she found and she also explained the situation. Staff still refused service without any empathy or discretion. When I called the hotel to understand why, the front desk employee gave me a false name identifying himself as "Josh" who was the front desk person who treated her so poorly. I found out later his actual name was Jacob. This was shockingly unkind and unprofessional behavior form brand that claims to value hospitality. Turning away a grieving widow and then misrepresenting staff identity is unacceptable. I would definitely not recommend this location or any Hilton location if this is how the staff is taught to treat customers.

It was close

Staff - Jacob

Everything

More trash cans

Their breakfast was decent.

They had run out of hot water for tea and it never got replaced. The floor in our room was dirty and sink facet was dirty too. The trash can right outside the entrance was so full that people started to just leave their trash on the ground around it. And to top it off the person checking us in never asked if I had member rewards, which I do!

Clean and everyone was nice

Nice location

Nothing significant to report

Not much.

Upon our arrival, the front desk clerk failed to offer a warm welcome, instead immediately requesting my credit card and identification. While he wasn't overtly rude, his demeanor was noticeably cold and impersonal. When I requested additional towels, he inquired about our current supply and informed us that we were only permitted to obtain specific types, also requiring us to retrieve them downstairs ourselves. I observed a housekeeper with her cleaning cart entering leaving a room , engrossed in her cell phone, and the clerk nonchalantly explained that she was off duty and simply awaiting transportation. Throughout our stay, the air conditioning unit malfunctioned, and despite my repeated attempts to contact the front desk via text and phone calls, the suggested troubleshooting steps proved ineffective. The following day, I spoke with a different, more compassionate front desk clerk, who attentively listened to our problems and assured me that she would escalate the matter to management. Unfortunately, five days have passed, and I have yet to receive any communication or follow-up from management, despite my continued attempts to reach