Tru by Hilton Lewisville Vista Ridge Mall

We stay here a lot. However , last time we were there , it smelled like people had been. Smoking pot in the elevator. Don't think we'll be staying there again. In the past six months , it's starting to same more like the motel 6. Which , by the way , is not a bad hotel in that area.

Good Mr Greg at front desk is very good and professional and breakfast is very good

​The Good: Eclectic & Charming If you are looking for a hotel with personality, this place has it. The decor is wonderfully eclectic, blending unique artwork and stylish furniture that gives the entire property a cool, vibrant atmosphere. The rooms were nice, well-designed, and comfortable, and the initial vibe when walking into the lobby was incredibly welcoming. ​The Bad: Housekeeping & Amenities Struggle to Keep Up Unfortunately, the property's operational management didn't quite match its aesthetic appeal. During our stay, several service issues became hard to ignore: •​Overflowing Trash: The common area trash cans—especially near the elevators and main entrances—were consistently overrun and clearly not being emptied frequently enough. It definitely detracted from the upscale feel of the property. •​The Breakfast Bottleneck: The complimentary breakfast had great options, but the staff simply couldn’t keep up with refills. Every morning, we found ourselves waiting around for basic items like eggs, coffee, and pastries to be replenished. •​The Towel Shortage: This was the biggest hurdle. The laundry department seemed completely overwhelmed. We struggled to get fresh, clean towels for our room because they were constantly "still in the wash" or out of stock when we called the front desk. ​Final Verdict: This hotel has so much potential and a fantastic aesthetic, but the lack of attention to basic logistics holds it back. If they can get a handle on their housekeeping, trash management, and breakfast refills, it would easily be a 5-star stay. Until then, pack a little extra patience if you book.

Friendly service and breakfast in the morning. Peace and quiet 😄 very lovely 🌹very clean rooms

Tru Hilton in Lewisville, TX was the worst experience we’ve ever had at a Hilton property. I initially chose not to lv a negative review, but after they falsely charged my cc, I felt it necessary. We requested early check-in/out for our volleyball tournament trip. We were told no charge as Hilton Honors members, only if even more extra time (outside of the ‘free’ extra time) was needed. I contacted the hotel after being charged $25 & told only Gold & Diamond members are not charged, which was never explained at check-in. Upon arrival, our room had no hand towels or washcloths. Front desk said they would deliver, but hours later we were told the hotel had none available. I also noticed stains and hair on the bedding, which raised concerns about cleanliness. We were offered another room. The 2nd room (509) smelled strongly of smoke, and the room phone did not work. I messaged front desk and requested to return to the original room. We were then told to come downstairs. At the front desk, we were given the original room back with “new sheets” delivered for my daughter and I to make the bed. While this was semi resolved, the issues continued. The next morning when we showered, there was no shower mat, no Kleenex, and no ice bucket. I had to go back downstairs again to request basic supplies and was only offered a plastic bucket for ice with 2 bags. Overall, our stay was disorganized, lacked basic hospitality standards. I’ve contacted my bank for them to chargeback the hotel $25

We had booked a room at this hotel weeks in advance for our trip to Dallas. We arrived at 12 am only for the very rude receptionist to tell us they had a ‘water leak’ and that they did not have any rooms available for us. We did not get a single call or email making us aware of this. We were left stranded in the middle of the night with nowhere to stay and ended up paying double to find whatever was available in the area on such short notice. This was a horrible experience for us and we later found out that this is a common occurrence for this hotel. The front desk lady was not even a bit apologetic about the situation and blatantly lied to our face about attempting to call us. Will never book at this place and would advise everyone else to do the same

We were SCAMMED by this hotel. Charged a $250 "cleaning" fee. We stayed one night going to Corpus Christi, and one night coming home a week later. Nothing was left on the floor, trash was placed in the bins, nothing was broken. Hilton should be ashamed of this property. Do not book this hotel.

Stay at this hotel for daughter's graduation 5.10.26. It wasn't as great as the previous reviews I read before my stay. 1. I had precheck in through the app and still had to wait when we showed up. 2. Shower door almost coming off. 3. Bed isn't that comfortable. 4. Breakfast was just nourishment.

Good location

Very disappointing experience. If hotels are going to claim higher cleaning standards, they need to actually deliver. From the moment I arrived, the experience was frustrating. I had the option to use a mobile key, but like many times before, it didn’t work—so I had to go to the front desk. There was a sign asking guests to wait, and I ended up waiting about 30 minutes before someone finally assisted me. Once I received my key and entered the room, I was shocked by the condition. The room was clearly not cleaned—left over from a very nasty family , trash all over! I went back to request a different room, but unfortunately, the second room was still not properly cleaned. dust was everywhere, and there were hairs on the bed and in the shower. It was unacceptable. I ended up using my own Clorox wipes to clean surfaces myself, which should never be necessary at a hotel. It’s very disappointing to see such poor cleanliness standards, especially in what appears to be a newer property. From the elevator to the room, there was visible dirt and lack of upkeep. This will be my last stay here—unfortunately, I am already booked for a week.

Very disappointing stay. When I first pulled up, the outside of the property smelled strongly like weed—not exactly a great first impression, but not something with the hotel’s control. The parking lot was full, so I parked around back since I already had a digital key. That turned into another frustration when I couldn’t even get into the building. The front desk associate had to come let me in and told me the digital key only works on the room door. Honestly, what’s the point of a digital key if it doesn’t work on exterior or common area doors? If I’d know this before, I would have temporarily parked by the main door to get keys first before parking out back to bring in my luggage. Even before arriving, the experience was lacking. When checking in on the app, this hotel didn’t offer a floor plan layout for choosing a room, which made it confusing to tell whether I was selecting something near the elevator or not—something I’ve come to expect from other stays at Hilton hotels. After getting physical keys, I finally made it to my room only to find there was no Kleenex stocked. At that point it was close to 11pm, so I didn’t bother going back downstairs again. The next morning didn’t improve things. Breakfast was supposed to be available until 9:30am on weekdays, but everything was already cleaned up by 9:10. That’s unacceptable when you’re relying on posted hours due to late night arrivals and trying to maximize the amount of time sleeping. Cleanliness was also an issue throughout the property. There was a random dirty towel left on the floor in the ice machine room, I saw bugs crawling in the lobby at check-in, and there was a noticeable clump of hair stuck under the edge of the bedside table in my room. For context, I’m a Hilton Diamond member and stay at Hilton properties frequently, which makes this even more disappointing. I chose this location because it was cheaper than options closer to the airport, but I definitely won’t be making that mistake again.

Hotel looked good location ok but front desk service poor and Hilton customer service was poor I have been staying at Drury inn due to my last experience at a hoilday inn so in a lady minute I needed a hotel room so I decided to use my bonus points to stay here but upon arrival the only way they would check me in is if I paid an extra 25 dollars unless I wanted to wait til 4 if I was going to pay that o could have stayed somewhere else I called Hilton service was lied to by the representative so I asked to speak with a manager and explained the situation to him he finally got them to waive the charge then tried to lecture me used to gust services would stand behind the customer not anymore so we checked in but Hilton has lost me as a customer

I’m leaving this review so other guests can make an informed decision before booking. During my stay, I paid my balance in full, and my folio reflected a zero balance. After that, management demanded an additional payment tied to a “new policy,” but no documentation or written policy was ever provided, and staff could not verify the charge. When I asked for clarification, the situation was escalated instead of resolved. Law enforcement was called, and I was removed from the property despite not refusing payment; only requesting verification of the charge. While I agreed to leave, my room access was immediately deactivated, which made it difficult to gather my belongings and exit safely. Police were called again during the process. What stood out most is that this does not appear to be an isolated incident. Within days, another guest was also removed after raising concerns. My concern is not just the billing issue, but how quickly situations are escalated to law enforcement rather than handled through normal customer service or management procedures. If you stay here, I recommend documenting everything and asking for written confirmation of any charges or policies.