Tru by Hilton Stockbridge — Attraction in Stockbridge

I truly wanted to give this location at least a 3 out of 5. Unfortunately, due to the extremely poor customer service provided by the night shift front desk employee, Chaquita, I feel this location deserves a 0 out of 5. Staff can truly make or break a guest’s experience — and in this case, it was definitely the latter.

Upon arrival, I was greeted by Chaquita. When I told her I was checking in, she immediately shook her head and said many rooms had been canceled due to being overbooked. She asked if I had called ahead to inform them of my late check-in. Personally, I believe that if a reservation is in jeopardy of being canceled — especially one that’s already been paid for — the hotel should be the one to contact the guest, not the other way around.

What truly shocked me wasn’t what she said, but how she said it. From the moment I informed her that I wanted to check in she was sighing loudly, visibly annoyed, and unprofessional in her demeanor. I had just driven eight hours to get there and explained that I had paid in advance — including any fees related to cancelations — and even paid for the previous night to ensure a smooth check-in. It was around 3:30 AM on Friday morning when I arrived.

Had she simply said something like, “Let me see what I can do — I know we’re booked, and there’s a chance your room may have been canceled, but I’ll double-check the system and see if we can accommodate you,” it would have changed the entire tone of the experience. Instead, after all the theatrics, she suddenly "found" my reservation — no apology, no smile, no warmth — just handed over the key in a monotone voice and quickly ran through the basics.

You’d think that would be the end of it — unfortunately, it wasn’t. On the second night, we returned to our room after being out all day to find it unbearably hot. My husband went to the front desk to ask for assistance, and — surprise — it was Chaquita again. She responded with the same smug attitude. She offered to move us to a new room but said we had only 10 minutes to do so, or else we’d be charged for both rooms.

Rather than being helpful, she seemed to enjoy the power trip — even pulling out her phone, starting a 10-minute timer, and announcing with a smile, “Your time starts now.” When we returned the old room key within the time frame, she smirked and said, “Oh, that was quick.”

The customer service here needs serious improvement. A hot room is one thing; bad attitudes and unprofessionalism are another. Hospitality starts with the people at the front desk, and unfortunately, Chaquita left a lasting...

Flew in from Chicago and I was extremely tired, especially flying with my two little ones. When I arrived at the hotel, Dan made check-in easy, which I appreciated. My original room wasn’t ready, so I settled for whatever was available. In my opinion, the room looked like it had been rushed through cleaning — more like “make it look good real quick.” But again, I was exhausted, and since it was a work trip, I couldn’t even rest right away.

I grabbed some Lysol wipes and wiped everything down myself.

The next day, it took quite a while for the water to get warm enough for a comfortable shower. I called the front desk, and I do feel someone should have followed up or at least updated me on whether maintenance was available. I ended up calling back myself just to let them know the water had finally warmed up.

My reservation was from Monday to Thursday. All I requested during my stay was for the trash to be removed and fresh towels. Alexis did give me towels (thank you for that!), but when I returned to my room, the dirty ones were still there — along with a lot of trash from all the snacks my kids had. I brought it down to the 3–11 shift person, per her request, and she took care of it then.

The key reader didn’t work more often than it did, which became another headache. I could also hear loud banging from either the room above or next door. I was so exhausted, I couldn’t even tell where it was coming from.

I didn’t choose this hotel — someone else booked it for me — but I really wish I had looked elsewhere. Honestly, the best part of my stay was checking out.

When you're away from home, the hotel you stay in matters more than people realize. Alexis was amazing and helpful, and I truly appreciate that part of the experience. Four...

HILTON CORPORATE PLEASE READ: If you like when managers and employees named Jasmine play in your face then this is the perfect hotel for you. I had been staying at this hotel since it opened due to it being a closed drive to my job. I stayed at this hotel in May and had switch 3 different room. First room had bugs on the 3rd floor. Second room a/c was broken so it was 83° in the room. Third room didn’t have work no hot water. Jasmine checked me out and stayed I would be compensated for my stay due to all the issues and she was aware of what was going on. The hotel then charged me TWICE & when I called I was told “oh our system has been doing that but it should drop off in a couple of days. What if you took my last couple of dollars??

After 4 days of not receiving any compensation I contacted the hotel. I was then told I’d be given points on my account for a free stay. I went back and forth for weeks trying to get points that doesn’t take long to add to an account. After calling everyday and given the run around, I spoke with Jasmine who said she would just process me a full refund cause she knew I had been trying to get this resolved. The entire time I was nice and patient. A month later and the hotel didn’t issue any points of refund. Smh

UPDATED REVIEW AS OF 7/7/2025:

The general manager saw my review and asked me to reach out. I sent one and quickly received a follow up. She was able to resolve my problem. I do...