Tru by Hilton Ashburn One Loudoun — Hotel in Ashburn

I arrived at 10:30 pm on Friday March 8th and had previously checked in on the Hilton app. My assigned room was 204, upon arriving at the front desk I was informed by Ron that my room was 220. I let him know the app has me checked in for 204. At that time he called 204 to confirm that there was a guest in there, which there was, and then called 220 and received no answer. He escorted us up to 220 and upon opening the door we found that there was another guest in the room, who rightfully so was upset being walked in on a little after 11pm. From my stand point, mine and my son’s safety was compromised had I directly proceeded to the room assigned in the app and my key worked on 204, I could have potentially been attacked as well as walking in on the guest in 220. We now trekked back down stairs for Ron to call Erik the hotel manager. He called 220 and got the guests name, only to write it down wrong. Checks the system, finds no guest with that name, calls Erik back. Then Erik requested to be transferred to 220 to request this guest to come down, mind you there’s training opportunities for Ron and Jon because it took them 5 minutes to figure out how to transfer a call. Ron is asking Jon and he’s just trying random buttons on the phone. The guest then comes down very upset, rightfully so, but also happens to be one of my son's teammates parents, who then shouts at me when I try to calmly explain what Ron can’t. He calms and then proceeded to go back to his room. Ron still trying to figure out the guest name writing it down again wrong, needed help, so I had to spell out this man’s name. He checks the system to find out his room is also not correct. But the guest in 220 had not stopped at the desk at check in cause, he as well, went right to his room designated on the app. All the while Ron is mumbling that he doesn’t know what to do and that your hotel is sold out for the night. Ron then tells me to wait in the lobby until he sorts this out. Thankfully a solution was found but I didn’t get to a room until almost 12:30 am. I was stressed trying to call other hotels in case we had to pack up and head somewhere else. My son and I were tired, we had just traveled 4 hours and had to be at the soccer fields for 7am. We just wanted to get to the hotel, check in and get some rest before the morning. That unfortunately did not happen. I was told that the manager was going to call me the next day and that did not happen. I spoke to an assistant manager the next afternoon after returning to the check in desk, who offered to comp one nights stay and said that the best she can offer me. She honestly didn’t even seem apologetic but just this was all I can do. I know for a fact the manager promptly responded to emails from the guest in 220 and offered him 20,000 points in addition to one night stay refunded. I spent two hours in a lobby, in addition to going to a room with guests already situated which could have been potentially much more detrimental. It is now Wednesday and the manager has refused to answer my email, I called the hotel and was able to speak to him. He is refusing to offer a full refund for my stay for the inconvenience and is also refusing at the bare minimum to offer the same 20,000 points to that he offered to the guest I walked in on, stating that he was already asleep in his room and his safety was compromised more than mine and my sons. Erik's customer service skills are subpar, he callous and arrogant, definitely lacks compassion. Save yourself the headache and...

First time writing a review for a hotel because the experience was that bad and I've stayed in a lot of different Hilton brand hotels, never had any major issues.

We reserved a king bed room but was given a two double bed room. When we asked if there were any king bed rooms available, the front desk representative was less than helpful and seemed like she'd rather be anywhere else (fair enough). So we just didn't bother anymore and stayed in the double bed room for the next 3 nights. The entire time we were there (3 nights), our room wasn't turned once. There was a mixup on our end on the last night as someone else had helped us book the hotel so we weren't aware that we were suppose to check out the day before, again that's on us we should've doublechecked. However, no one bothered to call or text us to check with us or just give us a heads up, they just deactivated our cards and left our stuff in there and charged our credit card for the incidentals and everything for the day. (Update: they told Hilton guest services they tried to get in contact with us but couldn’t so they just charged us for the day. None of us received any texts or calls from them that day and I’m willing to go to my phone provider to prove that) When we got back to the hotel that evening, obviously couldn't get in. So we went down to the front desk to figure it out, the rep was like "oh did you guys know you were suppose to check out today?" Well obviously not if all of our stuff was still in the room, there clearly is a mixup somewhere but again, no one contacted us in any way, what was the point of getting all of our information when we checked in then. So we had to get our room back for the night. Checked my account, there were 4 or 5 different charges when we checked out the next day, wasn't offered a line item receipt. (Update: they charged us 3 times the nightly rate plus like 2 other random charges on top of that) Everything (including the little things) added up to a really bad experience, and the icing on the cake is that everyone else was offered a welcome goodie bag, not us though.

So take that what you will, the location is really nice with all sorts of shopping and restaurants but maybe stay somewhere...

Over the past few years my family, friends and we have had the opportunity to stay at this property and have noticed, especially with this last stay, how well it is managed professionally but also with friendly employees who are there to help in any what they can. And honest also (more on that later).

This property sits in One Loudoun and if you stay long enough as we have you notice the different groups checking in. Friday to Sunday bridal groups who have marriages at the many wineries in Leesburg and from Sunday onwards the business travelers. I have to believe that Hilton has a plan to add at least a full scale Hotel to take advantage of the marriages as it is a lucrative business.

Regardless of the groups (and there are more), the front desk managed by Mason and his staff (including Geneva) operations (Hugo is everywhere doing everything. A true RockStar who was there to escort my wife to our room and back to help us unload and too many other duties to note. He is a keeper). Ms Jeter is the GM and it was nice to meet her in person. She has great staff.

Regarding honest employees. Each day we would leave $10 for housekeeping and tell them. Each day they would not touch it and we had to go down to Hugo or Mason to ask them to please hand it to the employee who cleaned. Also we had valuables in the room and everything was safe. On our last day, my wife forgot the turquoise plate she had put fruits on and when we called Mason, he located it and is holding for our return this coming Friday.

The obvious items: great breakfast; gym functional; nice area downstairs to work or play; access to One Loudoun restaurants; bus service...and btw during the day and late evening if its hot, shift your vehicle to the underground parking to keep it cool then before midnight shift back so no towing.

Finally, I have to mention the Management group Fairbrook Hotels and in particular Caroline Oliveira. Impressed by her responsiveness and it speaks to the Hotel Group standards for excellence. They have a true gem of a property. Kudos...