Tru by Hilton Austin Airport

"Shockingly bad experience for a Hilton brand hotel. The worst was the road noise - what huge design flaw when they built this newer place. Oh, and they totally know it is an issue - there was a white noise machine, probably meant for toddlers, on the side table. I laughed, but the traffic was so loud even at even 2 am, I had no choice but to use it. I guess it’s a positive they had that there, but I was so tired as a result. Also, there was only one parking spot left when I arrived, almost all of the main breakfast items were out, and the pancake machine was broken and they had one worker there to try to fix it, so no one was at the desk to check me out of the room. On the positive side, the location is close to the airport and I had a small but clean room. But it sounded like I was sleeping in a tent next to the highway, and I didn’t get breakfast."

"This place was awesome!! The lobby was great!! Couches, chairs, pool table, foose ball, and games!! They also had a little market with snack drinks, beer, and wine!! Open 24 hrs. Super mellow and everyone was very friendly!! Front desk staff was on point with all our needs and was also friendly and informative about local places etc. I was very impressed!! Rooms were also nice, a little on the small side, but the mattress were amazingly comfortable. Walk in shower was clean and had good pressure. Breakfast was pretty good, we got there close to closing but there were still hot eggs and sausage. Cute little pancake maker and good selection of milk and juice. There could have been more options for bread/bagels/ muffins. But perhaps that was just cause we got there towards the end. All and all this place was nicer than expected and perfect for an airport layover."

"This was an excellent place to stay the night for a layover. The breakfast looked nice, but it left a little to be desired. The oatmeal was cold, the pancake maker wasn’t working correctly, the toaster didn’t work and the granola appeared to be crunched up granola bars. The shuttle was excellent. The customer service was as also excellent."

"As a Gold member, and a younger female traveling solo preparing to fly out of Austin, my 3 nights here were the worst Hilton stay ever, and I did not have a good experience here. I felt unsafe and was greeted with disrespectful, rude front desk staff who said their reservation systems/ computers weren't working so it took an hour to check me in, yet 10 other people were checked in before me on another computer, while I waited in the lobby, needing to order dinner and handling a family emergency. The front desk operations were a joke, nothing was correct or working and I had prearranged a 1pm checkout (HH member benefit) and was called to see where I was at 12:15pm on checkout day with rude tones that I quickly handled and stood firmly up to. The front desk female staff were rude and incompetent. On top of all that, I was put in an ADA room that should have been reserved for those who needed it, and apparently the room had serious maintenance issues not clear to the eye upon arriving. After 3 nights there, I discovered I had been exposed to black mold coming from the sink area where the faucet fixture was broken and swiveling, so over time mold had definitely developed and it looks like the room hadn't been maintained for some time because the shower door was also not closing all the way. I tried to get in contact with the GM both during and after my stay and he was completely unavailable and "offsite in meetings" apparently. Once he finally responded to the issues, he quickly dismissed it and made excuse after excuse, continuing to deny the reality of the situation and refusing to take accountability for the situation and the clear lack of management happening at his hotel. He offered zero resolution, only excuses. He denied the presence of mold but did not inspect the sink or provide any documentation. After exposure to it, I developed acute bronchitis that has taken 2 weeks to recover from. I could've filed a lawsuit but I opted to better spend my time and money contacting Hilton Corporate who has issued a full compensation for the stay and the GM and hotel are now under review after I filed a formal complaint against the GM and brought attention to the failing front desk operations and disrespectful conduct towards a female guest. The only positive interaction was with the male front desk agent who said I was inspiring to him with my lifestyle and accomplishments as a young person, and he urged me to keep doing what I love and I got to share some insights and travel tips with him. As for the female staff, all I experienced was mostly female aggression, rude conduct, and attitudes. My suggestion would be to get a GM in this location who actually wants to do their job, and who is competent & qualified to manage all areas of the hotel, and I would recommend to the front desk staff that if it triggers you to see happy healthy young women enjoying their lives and traveling and affording the Hilton, then maybe get a different job and work in a different industry or better yet, improve your life and go travel also so you too will be a happier person instead of a bitter Hilton employee working a hospitality job they don't actually want."

"It was a good airport hotel for me and my Mom for our layover in Austin airport. It’s near the hotel but disappointed that their shuttle service is not 24/7. It was quiet! The room was clean and beddings comfortable. Their hot breakfast was basic compared to other Hilton properties with free breakfast. But delighted with the welcome bag with bottled water and chips for being a Hilton honors member. Staff were nice and friendly!"