Tru by Hilton Austin NW Arboretum 11603 Jollyville Road, Austin, TX 78759

"We stayed here for a few days. We had a decent stay. Layout is smaller compared to other Tru Hilton’s. We enjoyed our stay until we heard the neighbors talking, laughing loud, walking. Thin walls, you can hear everyone around you. When we asked the front desk to change rooms, Maria never did change our room. We assume that they may have forgotten so we ended up staying the next day. There’s a lot of foot traffic which is loud if you plan on staying. We are sensitive to noise so the location isn’t ideal. Also, there seems to be maid service all day long right outside your room, which is annoying. There’s not much to do in the room since it’s a smaller room than most Hilton’s offer. So we spent the later part of afternoon/evening going to the domain, which was nearby. If it wasn’t for the bad Customer Service, we would recommend to come back, but with it being as small as it is everything has to be perfect in order to enjoy the stay. It clearly was not."

"This was by far the worst Hilton I've ever stayed at & the only Hilton experience I've ever had or at any hotel actually. I've stayed at Tru by Hilton 2 other times in TN when visiting family plus a Hilton Garden Inn last year near Napa during the Bottlerock music festival. And I'm a Hilton Honors Member. The operations here are seriously failing and lacking. Simple things like no coffee or hot water; front desk agents sitting in the lobby on their phones in the evenings & not quick to help; housekeeping not servicing rooms; maintenance issues; rooms not fully cleaned; and then the dealbreaker was harassment from 4 different employees including: 2 breakfast attendants (1 named Fabiola) who were getting in the way of guests getting their breakfast before breakfast ended; Fabiola put her hand in my face, came at me multiple times & got in my way, another lady bumped into me, & Fabiola pointed a chemical spray bottle at me my 2nd to last day with her hand on the trigger. That's when I reported it to the GM who did nothing. I also experienced stalking, harassment, & intrusive actions on my privacy on the back patio by the security officer (Oscar) who questioned if I was staying at the Hilton as I was about to enjoy the fireplace outside with a chai and get some work done on my laptop. He also seemed to be trying to prove he was "in charge" towards me as a younger female guest traveling solo at the time, which was very vulnerable in this toxic, hostile hotel environment where the service & amenties are below Hilton standards. I practically recited my resume to Oscar as he asked intrusive personal questions, & I told him I have my own company and that I'm a CEO, I do modeling, have brand deals, etc. & that I'm a Hilton Honors Member. He eventually left when I got the GM's business card at the front desk. The 4th staff member to harass me was (Maria) a front desk agent who made excuses for the breakfast attendants saying "they don't speak english" which has nothing to do with their aggressive, intrusive behavior....this happend so often / daily that I avoided breakfast 2 days during my 5 night stay. Maria also said "if I didn't like how I was being treated at the Hilton that I could stay somewhere else" & that "celebrities would never stay here" ~ suggesting that only certain calibers of people stay at the Hilton? This location feels more like an unorganized Best Western with hateful employees and a toxic culture that includes racism & harassment towards guests. I contacted Hilton Corporate immediately the day I checked out, and they refunded me for the 4 out of 5 days/nights that I experienced the harassment and sub-par service from the staff. The GM never responded fully & never appropriately handled it. This location needs some serious training on Hilton culture, codes of conduct, human rights violations and policies, and training in company ethics, professionalism, & customer service. It's clear that all employees here either don't like their jobs, don't want to do their job, or take their jobs way too seriously with false bravado. Thank you to Hilton Corporate & the Guest Correspondence team who handled this matter in full & with an apology + a full resolution."

"Very cute and trendy decor but not a good place to get some rest.Walls are so thin you can hear everything around you, even cars nearby. I tried to sleep in but the housekeepers are so loud cleaning the surrounding rooms it woke me up..sounds like literal banging on the walls. The guy at the front desk working around 6pm 11/15 could also use a lesson in hospitality. The kid who came in after him was nice though."

"A new hotel. Not too many amenities. Typical breakfast. Rooms are clean but not spacious. No closets or dressers. But overall nice."