I read the reviews before purchasing. I made my self aware of the things to look for before hand. There is a $50 fee at check which will get returned to. Not only that it will get returned upon turning in your key 🥰 the room was renovated the locate is beside a nice neighborhood. They have a pool table and games for leisure. There is bottles hand lotion , soap and shampoo which i thought was nice. A/c worked properly and breakfast was on point. Thank you Tru for making my stay warming.
Traviata Lewis
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May 04, 2025
my check in experience was a -0 the middle-age Caucasian lady that checked us in customer service was not good for minority people because she never asked me if I wanted to room keys. She gave me one and it was two of us there but the gentleman that checked in after me who was Caucasian as well, it was only one of him and she asked him if he wanted one or two keys. The room was nice. It needs a deep cleaning because it was dusty, but overall it was decent.
Curtis White
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March 19, 2025
The hotel itself is nice, as expected for the Tru brand. I'm giving it one star because the front desk and housekeeping staff lied straight to my face about checkout time.
This creates a trust and ethics problem.
It was only an hour discrepancy, the sign on the inside of the room door says 12:00 pm. as does the website. But housekeeping is knocking on my door at 11:00 am. and when asked, the front desk says it's 11:00 am. and they will change the signs and will wave the late charge.
It's a trust issue. What else would you lie about? The sanitary conditions of your food preparation? The safety of your guests? That you really don't feel that you are better than everyone else?
Apparently, they would !!
Esmeralda Martinez
-
April 21, 2025
Words cannot experience how compassionate loving & caring this entire staff has been towards me in such a trying time. My first encounter was William @ the front desk his genuine smile enthusiasm & warmth made me certain I booked the right spot!
I had a emergency 🚨 that scared me and it caused me to go into panic and lock myself in the restroom while I figured out what to do by being a woman with no other women on duty around to call for help. William reached out to his front desk manager to come and check on me MyCne & she showed me SOOOO MUCH COMPASSION it brought me to tears 😭 I thought I would be judged and instead I was met with a soft voice and caring soothing sounds coming from her vocal cords. She simply said “ARE YOU OKAY”? In todays time those three words alone can save a life. I told her what was going on & she ran to help me IMMEDIATELY I burst into tears and she just embraced me with a warm hug that felt like Christmas morning when you seen mom & dad or “Santa” 😉 get exactly what you asked for with the BIG RED BOW !
I have mental safety here and I will continue to enjoy this Hilton with much needed peace! Thank you William & MyCne also special shoutout to Jordan & Rafele as well!!
The housekeeping staff also embraced me and I have a better peace of mind about the situation!
Arlene L.
-
April 16, 2025
Terrible service and experience. I stayed at the Tru by Hilton Cypress from Friday 3/21/25 to 3/23/25. I travel often with my family including my boy who is autistic. I really loved the option of choosing my own room in the app because I was able to pick one above the pool to prevent my son from disturbing anyone underneath. First of all, there was no microwave in the room and then the indoor pool was useless. It was freezing! I tried to move around in the water hoping to warm up but it didn't work. I'd rather take my chances of bad weather with an outdoor pool than this one. My disappointment in the pool is not the reason for this bad review. It was in the cleanliness of the bedding and the responses from both the Manager, MyCyne, and the general manager, Michelle Virata. Friday night I arrived at the hotel after a busy day around 12am tired and ready for sleep. I found a long, black hair in the sheets but brushed it off as falling from someone who maybe made the bed. Then as I pulled the sheets back for my son to lay down I noticed many small black hairs. They appeared like animal hairs. I plucked them off and noticed the sheets were wrinkled. I've stayed at plenty of hotels to know these sheets were not clean. Then I found a small ball of something sticky with hair attached to it clinging to the pillow. I took a pic and will attach it. I called the front desk and a young man brought me clean blankets and sheets. He didn't know what a fitted sheet was so when I called again and requested one he brought me more flat sheets. I used a comforter to sleep on. I spoke with Ms. MyCne, the manager, before I checked out and at first she didn't seem accommodating at all. She seemed irritated that I was complaining. She wrote down the information I gave her and said she couldn't refund me but could give me 2400 points. I then wrote an email to the general manager, Ms. Virata, who asked for several days to research and after a week I asked for an update. She responded with an apology and 15,000 point which she said would get me a free night for sure. I tried to book a night in the same area with those points and the cheapest I found was 23,000 points in a Spark. I emailed her back expressing my disappointment in the manager for giving me only 2400 points for a terrible night and that a GM wasn't aware of the amount of points required for a free night. She hasn't responded. Its been a week. I do not recommend staying at this Hilton in Cypress or in the area where the general management is also lacking.
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I read the reviews before purchasing. I made my self aware of the things to look for before hand. There is a $50 fee at check which will get returned to. Not only that it will get returned upon turning in your key 🥰 the room was renovated the locate is beside a nice neighborhood. They have a pool table and games for leisure. There is bottles hand lotion , soap and shampoo which i thought was nice. A/c worked properly and breakfast was on point. Thank you Tru for making my stay warming.
my check in experience was a -0 the middle-age Caucasian lady that checked us in customer service was not good for minority people because she never asked me if I wanted to room keys. She gave me one and it was two of us there but the gentleman that checked in after me who was Caucasian as well, it was only one of him and she asked him if he wanted one or two keys. The room was nice. It needs a deep cleaning because it was dusty, but overall it was decent.
The hotel itself is nice, as expected for the Tru brand. I'm giving it one star because the front desk and housekeeping staff lied straight to my face about checkout time. This creates a trust and ethics problem. It was only an hour discrepancy, the sign on the inside of the room door says 12:00 pm. as does the website. But housekeeping is knocking on my door at 11:00 am. and when asked, the front desk says it's 11:00 am. and they will change the signs and will wave the late charge. It's a trust issue. What else would you lie about? The sanitary conditions of your food preparation? The safety of your guests? That you really don't feel that you are better than everyone else? Apparently, they would !!
Words cannot experience how compassionate loving & caring this entire staff has been towards me in such a trying time. My first encounter was William @ the front desk his genuine smile enthusiasm & warmth made me certain I booked the right spot! I had a emergency 🚨 that scared me and it caused me to go into panic and lock myself in the restroom while I figured out what to do by being a woman with no other women on duty around to call for help. William reached out to his front desk manager to come and check on me MyCne & she showed me SOOOO MUCH COMPASSION it brought me to tears 😭 I thought I would be judged and instead I was met with a soft voice and caring soothing sounds coming from her vocal cords. She simply said “ARE YOU OKAY”? In todays time those three words alone can save a life. I told her what was going on & she ran to help me IMMEDIATELY I burst into tears and she just embraced me with a warm hug that felt like Christmas morning when you seen mom & dad or “Santa” 😉 get exactly what you asked for with the BIG RED BOW ! I have mental safety here and I will continue to enjoy this Hilton with much needed peace! Thank you William & MyCne also special shoutout to Jordan & Rafele as well!! The housekeeping staff also embraced me and I have a better peace of mind about the situation!
Terrible service and experience. I stayed at the Tru by Hilton Cypress from Friday 3/21/25 to 3/23/25. I travel often with my family including my boy who is autistic. I really loved the option of choosing my own room in the app because I was able to pick one above the pool to prevent my son from disturbing anyone underneath. First of all, there was no microwave in the room and then the indoor pool was useless. It was freezing! I tried to move around in the water hoping to warm up but it didn't work. I'd rather take my chances of bad weather with an outdoor pool than this one. My disappointment in the pool is not the reason for this bad review. It was in the cleanliness of the bedding and the responses from both the Manager, MyCyne, and the general manager, Michelle Virata. Friday night I arrived at the hotel after a busy day around 12am tired and ready for sleep. I found a long, black hair in the sheets but brushed it off as falling from someone who maybe made the bed. Then as I pulled the sheets back for my son to lay down I noticed many small black hairs. They appeared like animal hairs. I plucked them off and noticed the sheets were wrinkled. I've stayed at plenty of hotels to know these sheets were not clean. Then I found a small ball of something sticky with hair attached to it clinging to the pillow. I took a pic and will attach it. I called the front desk and a young man brought me clean blankets and sheets. He didn't know what a fitted sheet was so when I called again and requested one he brought me more flat sheets. I used a comforter to sleep on. I spoke with Ms. MyCne, the manager, before I checked out and at first she didn't seem accommodating at all. She seemed irritated that I was complaining. She wrote down the information I gave her and said she couldn't refund me but could give me 2400 points. I then wrote an email to the general manager, Ms. Virata, who asked for several days to research and after a week I asked for an update. She responded with an apology and 15,000 point which she said would get me a free night for sure. I tried to book a night in the same area with those points and the cheapest I found was 23,000 points in a Spark. I emailed her back expressing my disappointment in the manager for giving me only 2400 points for a terrible night and that a GM wasn't aware of the amount of points required for a free night. She hasn't responded. Its been a week. I do not recommend staying at this Hilton in Cypress or in the area where the general management is also lacking.