Tru By Hilton Midland, Tx

Everything

The bed is so hard

Friendly clean and comfortable! Excellent stay!

No plates for breakfast. 1st time I ate eggs out of a paper cup.

Plates to eat on.

Nothing

I had a very upsetting experience at this hotel and would not recommend staying here if you value safety and professionalism. When I arrived, my room key did not work. I went up to the 4th floor twice and had to return to the front desk a third time before the receptionist said she would go check it herself. While she was away, another guest and her boyfriend began verbally harassing me in the lobby. This happened in front of my children, who were frightened and standing off to the side while the situation escalated. When the receptionist returned, I immediately told her I did not feel safe and asked to cancel the room. Instead of prioritizing safety, she told me she needed to take care of other guests first and said she had been “trying to accommodate” me — even though I had only been waiting because the key card didn’t work. The man denied what happened despite witnesses present. No action was taken to remove or address the disruptive guests. As I was leaving, he said “bye friend,” and the receptionist responded the same way, which felt dismissive and unprofessional given the situation. I left with my children because I did not feel safe staying there. When I later called the hotel to address the issue, the staff member argued with me and hung up. This experience showed a lack of concern for guest safety, poor conflict handling, and extremely unprofessional customer service. I hope management takes situations like this more seriously in the future.

Upon checking in, the lobby was packed with a high school baseball team and parents. The single employee, Samantha, was great. She worked quickly with enthusiasm to get everyone in. She was great. I appreciate employees of Samantha's ilk who work hard. She deserves a raise and promotion.

App check in was convenient

Stay in a room above a utility room, that had a huge vibration noice all night. Try to contact the front desk and the phones were not working in the room. No one was at front desk. Little to no interaction with any staff.

Loved the breakfast! They had so many choices. The rooms were very clean. The whole building was very clean. The gym was a pretty good sized one and didnt feel too cramped in there. Close to restaurants and shopping.

Nothing... it was really a great place.