Main door for the room had a big gap between door and floor. People literally can snick their phone through it and take pictures or just throw something inside the room

Extremely Disappointing Experience — Tru by Hilton MidlandI am extremely disappointed and frustrated with my experience at Tru by Hilton Midland. I have been a loyal Hilton Gold member and am very close to reaching Diamond status, so I expect a much higher level of customer service and consideration from the Hilton brand.Due to severe weather and dangerous road conditions, I was unable to safely reach Midland. This was completely beyond my control. What made the situation even more frustrating was that I spent approximately 45 minutes trying to call the hotel, with no one answering. The booking app offered no meaningful solution, and the chat support was equally unhelpful.When I eventually had to make an emergency booking at another hotel for the night, I was given a general Hilton helpline number. After explaining the entire situation to the agent, the only solution offered was to transfer me to the hotel’s front desk. I waited another 32 minutes before Nana finally answered.Unfortunately, the interaction only made the situation worse. Without any meaningful empathy or consideration for the circumstances, I was told that nothing could be done because I was already outside the 24-hour cancellation window. When I asked to speak with a supervisor, I was simply told to call back four days later.The hotel ultimately charged my credit card for a stay that I was unable to use because of dangerous weather conditions and circumstances beyond my control.I understand that hotels have cancellation policies, but customer service should also involve common sense, empathy, and reasonable judgment when extraordinary circumstances occur. Charging a loyal customer for a room that was never used, while simultaneously being unreachable for a combined 77 minutes, is extremely disappointing.I will be pursuing this matter further with Hilton because I believe this situation deserves review.Unfortunately, my experience leads me to consider Tru by Hilton Midland a bad apple within the Hilton brand. The lack of communication, professionalism, flexibility, and empathy was unacceptable.My recommendation: think twice before booking this hotel, particularly if you are traveling during a period of potentially severe weather. Based on my experience, don’t expect much assistance when you actually need it.

This was one of the best hotel experiences I’ve had, thanks to Mineriva’s excellent management. Everything was incredibly clean and well-maintained, which made the stay very comfortable. The breakfast was a highlight—delicious, organized, and always fully stocked. The attention to detail really stood out. Highly recommend staying here!

Upon checking in, the lobby was packed with a high school baseball team and parents. The single employee, Samantha, was great. She worked quickly with enthusiasm to get everyone in. She was great. I appreciate employees of Samantha's ilk who work hard. She deserves a raise and promotion.

This hotel is a solid choice—clean, comfortable, and well-kept. It’s not luxurious, but it has all the essentials for a short stay, whether you're there for a night or two