Tru by Hilton Baton Rouge Citiplace — Hotel in Baton Rouge

I stayed at Tru by Hilton in Baton Rouge for a week during a recent business trip. I chose this hotel based on Hilton’s reputation for comfort, professionalism, and guest experience — but unfortunately, my stay was the complete opposite.

Check-in Experience (Monday Night): I arrived around 9 PM and checked into a room that was missing basic amenities. There was no bottled water, no tea kettle, no microwave, and the room phone didn’t work — making it impossible to call the front desk. The room only had a bed, bathroom, a TV with one channel, and four walls.

I went down to ask the receptionist (her name was Aliaah or Alijah) a few questions, as this was my first time in Louisiana and I was unfamiliar with the area. Despite being polite and asking only necessary questions, she became visibly annoyed and dismissive. When I inquired about my pre-arranged parcel delivery, she responded, “I don’t know,” in a rude tone.

Request for Basic Water: Around 10–10:30 PM, I asked for water. She responded, “We don’t have water right now,” and again said, “I don’t know,” when I asked where I could find some nearby. I even offered to pay for a bottle. As someone new to the area, I found this response not only unhelpful but deeply unprofessional. When I asked if I could speak with the manager, she refused to provide contact information and claimed the manager said water would be available the next morning. I remained calm, but she then called the manager and told them I was “scolding” her — which was not the case.

Parcel Mishandling (Wednesday–Thursday): I had an important parcel arriving midweek (value ~$250). On Wednesday, I asked about it, and she again told me, “I don’t know,” even though tracking showed it had been delivered and signed at 12:40 PM. After asking multiple times, she finally called the manager and told me the parcel was locked in their office.

The next morning (Thursday, 7 AM), a different receptionist — much more professional — returned the parcel to me. However, to my shock, the FedEx packaging had been torn open, and the clothes inside were clearly handled, unfolded, and jumbled. It was extremely upsetting to see my personal belongings treated this way.

Other Staff: The housekeeping staff and the receptionist on my checkout day were kind and helpful — and I truly appreciate that. But the consistent lack of service and professionalism during most of my stay overshadowed everything else.

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Final Thoughts: I spent nearly $1,000 for this stay, and what I received was minimal service, no basic amenities, and unacceptable treatment of both myself and my property. This experience does not meet the Hilton standard in any way.

I’ve submitted a formal complaint to my company’s travel platform (DirectTravel) and recommended that this hotel be removed from our preferred partner list.

I urge other travelers to think twice before booking here. This hotel does not provide even the basics — and in my experience, showed no regard for guest needs,...

Stayed here this week from Sunday and checked out today. Sunday I checked in everything seemed fine I went to take a shower and had no hot water I let the water run for a couple of minutes to make sure and no hot water so I called the front desk. Front desk person replied: oh we new some rooms had no hot water but we didn't know it was also affecting your floor. I was on the 4th floor. I told her ok I need to take a shower I have to work Tomorrow and I need a room with hot water please. She said: let me see what room we can move you that has hot water and we will call you back. She called me , I had already set all my things on my room I was a little upset but ok, she said we got a room with hot water on the first floor please come down with your belongings and we will give you the key. Ok here I come withy things I get my key and move to my other room on the first floor. Get in and thought I think these people are lying to me they don't have hot water on this building let me check before I get all my things out my luggage. I turn the water on and let it run for a couple of minutes, guess what??? No hot water! Called the front desk and they finally told me that they had an issue with the boilers and they had someone coming in the next day to fix it. So they made me do all of that for what? They knew since I checked in that they didn't have hot water and did not notify me. I asked for my other room since there was no hot water and you could hear all the noise on that first floor all the cars people and everything. They were still checking people in and not letting them know that they did not have hot water, I was like wow! Issue was resolved the next day. What happened Thursday is very concerning. I got to the hotel from work and my key did not work came down to the front desk and they guy there provided 2 new cards/keys, went up to my room the keys did not work came back down he was still talking to the same customer he gave me another set they did not work. came down again he asked me what happened: I said it's not working, the door is not changing/marking any color. He said oh you have a dead door, I have to open it for you. He still talking to the lady and I'm here like please now. He said you can go up I'll be there. I went up the lady that was talking to him came up to the same floor I was in and I saw that her key holder had my room number on it. I was like no way , no way. I get close to my door and she's like is this your room? I'm like yes , I'm waiting for them to open it he comes and plugs it in and my key doesn't work. The lady gives me her key and hers work!!!!!! What???? My keys were canceled because he activated keys to my room to that lady. Extremely irresponsable! Do not recommend this place and it's not that it's not nice its the people. Hire new...

I went to this hotel on 7.4.2021. I used the digital check in on the app. I walked in & the front desk clerk did not greet me. She just stared at me while I rolled in my luggage. After wiping & sanitizing my room I head down to the lobby to ask for the wifi code. The front desk clerk was bothered that I did not speak to her before asking about the wifi code. I reminded her that she did not greet me when I arrived. I also advised her that it is her job to greet the arriving guestd. I am not required to speak. She replied, "Im Sorry you feel that way." I advised her it was her job to do so & left the hotel to grab a bite to eat. I called the hotel once I drove off the property. I asked for the manager. She stated the manager's name was & put her on the phone. The manager then placed my call on speaker phone. I asked to be removed from speaker. She refused. The manager began speaking over me by spelling her name. I advised her I did not need the spelling. Then the manager hung up the phone in my face. I turned around on my journey to go back to the hotel & have a conversation. As soon as I walk in the lobby the front desk clerk was on the phone with 911 informing them there was a guest that needed to be removed from the premises. I asked for the manager. The front desk clerk said she did not know where she was located. The manager comes down to the front desk & tells me my reservation is cancelled. The police arrived & spoke with me. The officer & I walked in the lobby. The manager begins yelling that she does not want me in the lobby. I informed the officer my property is in the hotel & after I get it, I will leave. I asked one of the other officers to escort me to my room & gather my things. He did & even helped carry a bag for me. I will be contacted corporate & my lawyer about this situation. I will tell to check the cameras in the lobby for proof. I will never gibe this hotel another dime of my money. The staff there need to go through a training to get a full understanding of their job responsibilities.

Update: On 7.6 2021 I called the hotel to ask for the General Manager. I spoke with him. He informed me there was not a person who worked the front desk named "Samantha" that worked there. She gave me the wrong name. Wow. You have lied about your identity. What does that say about...