Tru by Hilton Charlotte Ayrsley — Hotel in Charlotte

This was my first visit to a Tru by Hilton hotel and I am skeptical if there will be a second stay. At least not in the Charlotte Ayrsley area...THE CUSTOMER SERVICE WAS HORRIBLE!!! We were in the Charlotte NC area visiting for my husband’s birthday this past weekend. We checked in and was immediately told that there was a $35 per day hold charge for incidentals. We were surprised because we did not know of this in advance when I made the reservation. The next day on our way out, we told the front desk that we would like room service (they told us the night before when we checked in that we would have to request it as it is not an automatic service due to COVID-19). We were out all day and returned that evening and found our room unclean. I went to the front desk and was told that housekeeping had left for the day. I told the representative that I had asked for service earlier that day and she began to question the time that I had requested the service. She said that she saw it in the computer where I had requested it, but did not offer any apologies at all. In fact, she was quite defensive and stern in letting me know that housekeeping had left for the day. I finally asked “what can you do to fix this” and she said she would try to see if she could get housekeeping to come back to clean our room. I explained to her that my husband and I needed to shower and get dressed for dinner. She seemed unbothered, and still did not offer any apology. I stood waiting as she contacted the housekeeper. A few minutes later, she told me that the housekeeper was nearby and would be there. The housekeeping Supervisor came back, the gentleman who came to clean was very polite and apologetic about what happened. Later that night we settled in for the evening, but was awakened around 1:00 a.m. to loud music. I had to contact the front desk 4 times (until almost 3:00 a.m. before it finally stopped). The front desk clerk acted frustrated and said that he was not sure what to do. Finally, my husband called the front desk and was told that they were going to call the police. All of this took about 2 hours to get resolved... The next day, we had another bad experience. After being out all day, we arrived back at the hotel and went up to our room only to find that our key did not work. We went back downstairs and was told that we had checked out and then did another reservation. I was totally confused about what I was being told. I asked the young lady to explain what happened to my original reservation and she could not give me any straight answers. In fact, she continued to badger me about paying the $35 incidental fee for the additional night. At this point, I became upset and demanded to know what was going on. I was even more frustrated that each time I began to speak, the desk clerk spoke over me. I had to finally say to her that she needed to stop talking over me and that I just wanted to get the issue resolved. To make matters worse, someone else came up to the desk and the young lady that I was speaking with started assisting the other customer and one of the Housekeeping Supervisors (I STILL don't understand why she was behind the front desk assisting customers) started to explain what happened, which confused me even more. I didn't know who she was and when I asked a question, she said "I don't know, I'm the Housekeeping Supervisor" - Huh! I was floored at the level of incompetence and lack of excellent customer service that we should have gotten as first time guests to this hotel. These young ladies offered no apologies and were defensive in their actions and explanations. I was frustrated and disgusted that Hilton would have this type of foolishness going on at their hotel. The one thing that I learned during this whole ordeal is that NO ONE, with the exception of the Housekeeper (I wish I knew his name) who came back to clean, took responsibility for anything and that is very sad. We will NEVER stay at this...

This would have been a perfectly fine hotel worthy of an easy A+, a neat and tidy 5 stars. EXCEPT for the fact that we had the misfortune of checking in late at night. From what I can tell, this might as well be two completely different hotels from night to day. This would be the final hotel stay after a week of driving and varied hotel stays up the NorthEast and back again. My sister checked in while I parked and gathered our luggage. By the time I got to the lobby to get my own room key there was mbody at the front desk, not a guest or employee in site. But it was late, nearing midnight, and I didn't think much of it. Exhausted after our endless drive, we settled into the room and after about 15 minutes I realized that I'd left my phone charger in the car, so I went to back to the car to retrieve it. Exciting the lobby for the parking lot, again there was no one at the front desk.

I got my charger and headed back in, only this time there were a couple of women at the front desk. I said hello, made for the elevator, and then blanked when I tried to remember what floor our room was on. I sort of recalled it being on the 3rd, but there had been numerous hotel rooms over the last several days, not to mention the bone deep exhaustion that had overcome me. Dumbfounded, I pulled the key card out of my pocket to check the room number, but there was no such number on the key. I don't know why I expected there to be one, except that every other hotel key that week had the room number on the card. So I go back to the front desk, apologize for interrupting, explain that I am an idiot who can't remember her room number, can she help me? The lady at the desk tells me that she cannot give me any information on any room or guest at the hotel. I understand this, I actually appreciate the caution and security given that my sister and I are young women traveling alone at night. Also it was my sister who checked in, not me, so this lady didn't know me from any rando walking in off the street. I explain that I have a room key and all of our contact information details, and she asks if my name is in the account details. I tell her that I am not sure, maybe, but it was my sister who did the initial check in.

She does not check the computer to see if my name is there, tells me that doesn't matter and she cannot give me any information. I ask will she just call the room then and confirm with my sister, she says no. I'm not sure how to resolve this, but I explain that my phone and my medication are in the room upstairs, and bare minimum, I at least need the second one. She then tells me that IF THAT WAS TRUE, I WOULD REMEMBER my room number. At a loss, I ask her what should I do, just go try my key in every single door until I find the correct one? She shrugs like that isn't her problem. I realize that's the only way I will find my room, so I go up in the elevator to do just that. Ultimately, this plan feels so incredibly insane and unsafe that I take the elevator back down and just go sleep in my car, hoping that I won't get assaulted or maybe freeze given that it is in the 30s.

My sister came and found me in the morning, and we checked out with an amazingly kind woman at the front desk this time.

All in all, the hotel looked clean, but given that I didn't even get to sleep in the room I paid for, and had to sleep in the parking lot instead, I can't really recommend the...

I've never left a negative review, but this place was rough. First, when we showed up, which was pretty late in the day, the guy at the front desk told us our room wasn't ready. Alright, whatever. He found us a handicapped room within 45 minutes. That's still a pretty long time, but he seemed to try and fix the issue. Then, the next day, my girlfriend and I enjoy our trip, come back to the hotel, hang out for a few hours and decide to run out for some dinner. My car, as well as all the cars around us, were covered in a brown liquid. I think it's soda. It's definitely not tree sap or the like. It almost looked like someone had shaken a can of Coke all over the cars, primarily my white one. There are a bunch of kids staying at the hotel for a little league event, so it could have been one of them. Again, whatever. Not the biggest deal, I just hope it doesn't mess up the paint.

However, when I told the front desk lady about this issue, she completely dismissed it. Said that it must have been an accident. It's all over two sides of my car, bro, there ain't no way this was an accident. We went back and forth, before finally she just admitted to not believing me and ended the conversation there. I didn't know what to say. I mean, like... The liquid is there. It's on the side, the hood, the windshield, and even the roof which is 7 feet high. I don't have any enemies in this city. The lady at the front desk said they didn't have cameras and had never had anything like that happen before. To quote her exactly: "Someone might occasionally break a window or something, but no one has ever dumped a drink on a car." I'm not sure how that was supposed to help. I've worked at 2 hotels... Not really the way I would have handled the situation.

This is all to say that the operations of the place are lacking. The room is... Fine. The floors are simultaneously sticky and very slick, which I'm not sure how that would fair with a physically handicapped person, but go off I guess.

In general, I've had better luck and service across the parking lot, which is odd as they're both Hilton's, so if you're going to stay in this plaza, just stay at the embassy suites. The prices...