My husband is a LIFETIME DIAMOND member and asked for a complimentary upgrade upon check in for one night. He was told there were no rooms available. When we looked on the website, they had upgrades available. Austin, who identified himself as the Hilton Manager, told my husband I can’t upgrade you because the upgraded rooms MIGHT be rented out. Austin got very condescending when asked to explain his reasoning. We will never stay at the Waco Hilton downtown ever again. I mean if there employees don’t value lifetime members or Hilton members loyalty to Hilton, why would you stay here. My husband travels for business and stays at Hilton Hotels over 100 nights per year. For the record I’ve never left a bad review on Hilton. We don’t expect complimentary upgrades on every stay, we are always very polite and respectful. I’m going to leave a review on every website i can find, so Hilton members know Austin at Waco Hilton does not value you. It was his attitude that really upset us and the fact that they lied.

We stayed at this hotel for a conference. I had my service animal with me and had no issues. Until we received our emailed bill with a $250 cleaning fee included in the charges. When I called to find out what this was about, I was told that there had been a complaint from a family that my dog barked at their child. I informed Austin that this in fact did not happen and I had not been approached about it at the time that this occurred. He said that it was noted that I had been informed of the complaint at the time. He said he would have to talk to the employees that were working that night. When he called back he said that I was in fact informed of the complaint at the time and that nothing would be done. He provided no proof whatsoever. I tried to explain that I had in fact not been informed and that my dog has never been aggressive towards anyone ever. He basically said I was lying and that we would not be refunded the charge. I have never in the seven years I’ve had my dog been treated in this manner. I reiterated that my dog was a service dog and that this fee was not lawful. He said that they didn’t think my dog was a service animal and he wasn’t going to do anything else. I tried to offer proof and he refused! Beware of this hotel. They will basically charge you anything they want and you have no recourse!!!

We enjoyed our stay at the Hilton Waco during two trips over the last two months. Patrick is outstanding and made both our visits special. The staff were friendly and courteous. The Sunday breakfast was excellent. We’ll stay here on our next trip to Waco!

We stayed 4 nights for a conference. The room was nice with plenty of space. The bed was very comfortable with good pillows. The breakfast was very good with scrambled eggs, bacon, sausage, made to order omelets and waffles, assorted fruits, pastries and oatmeal with fixings. I would stay here again if in Waco.

We always stay at the Waco Hilton when in town. The staff is wonderful especially the folks at the front desk. They are so helpful and accommodating. We asked for very late checkout and were happily accommodated. The pool is wonderful to swim in and sit by. The breakfast buffet is great and the beds are very comfortable. Please check it out.