Tru by Hilton Cleveland Midtown — Hotel in Cleveland

Introduction: The young ladies (Latasha and Pauline) at the front desk both times I stayed were professional and friendly.

Experience: I came to this hotel twice. This is a place that my friend stays at when she visits Cleveland, OH. On both occasions there were issues. Our stay was definitely not a five-star experience. The first visit back in December 2023, we realized there was not enough towels in the bathroom. My friend and her daughter went to down to the front desk to ask for more bathroom linen. Sony (very rude and lacked bedside manners) was attempting to hand the linen to my friend and dropped them on the floor (right at the front desk where all the foot traffic was) before she even put my hand out to get them and he expected her to pick them up and use them…unprofessional, and unsanitary!! Clearly, she was not picking them up and she was definitely not going to be using them. He tried to joke about it saying her daughter was supposed to catch them, but he never offered new ones or attempted to pick them up. My friend picked them up and gave them back to him. To further his unprofessionalism, he said to her “well that’s all we have left”, never giving an apology for dropping the towels on the floor and not picking them up. The other front desk clerk or manager (that was nearby) and witnessed the coworkers’ unethical behavior and kindly retrieved her “clean” linen and gave it to my friend and apologize to her for his unprofessional actions. Thank you for stepping in and doing the right thing.

On our second stay upon entering the room I went into the bathroom after putting my luggage down. The bathroom appeared clean at first glance, but it was not! I found hair on the sink, and toilet seat, the tile that held up the dispensers for the shower toiletries and the inside of the hand soap dispenser were dirty. There was no bathroom linen at all. I went to the front desk to ask for some and she gave me a few stating that was all they had left. Now I do not understand how a hotel (this size) that reserve rooms for guest but do not always keep essentials like wash cloths and towels on hand…not good.

Welcome: The young lady Latasha greeted us with a friendly smile and a welcoming hello. She was professional during the check-in process.

Ambiance: The outside and the front lobby was clean.

Food: The complimentary breakfast was nice. They offered turkey sausage patties which I appreciated because many hotels I have stayed at only served pork products. Other food options were: pancakes (my suggestion make the pancakes as people are coming in so the extras do not get hard sitting under the heated lamp) eggs, oatmeal, cereal, bagels, fruit, yogurt, juice, and coffee. On my second visit the device to toast your bread was not working Next time please have an out of order sign or tell the guest upon arrival/when restocking the food.

Price: This hotel was definitely not worth the price, and I will be staying somewhere else when I visit Cleveland, OH again. The breakfast was nice and offered a variety of options and the front desk clerks (except Sony) were friendly and professional but I can not give more than a one star due to the issues we encountered. What happened with Sony made me wonder 🤔 if workers drop things like washcloths, towels, etc. on the floor and when not being monitored pick them up and put them back in the pile?

Will/Will not return: At this time, I will not be returning to this hotel.

Stars: one star for both visits due to uncleanliness and inexcusable customer service (or lack thereof) from Sony.

Tip: Check your bathroom including the sink (for hairs), the dispensers for your body soap, shampoo, and conditioner…before my stay here I never thought to do that. Look at the toilet to make sure the seat and around it to make sure it is clean. Please check your bed. Before getting into bed pull all the bedding back and look at the bed to ensure that it is clean and check your blankets. I personally think you should bring your own washcloth, towel,...

I arrived about 7:30-8pm with my handicapped grandmother and there were no handicapped parking spots. However, there was a car without a handicapped tag parked in one. When I told the lady who was working the hotel desk, she said she didn't know who the car belonged to and wasn't going to do anything. Basically, she acted like she didn't care. Turned out, the person wasn't handicapped but someone working at the hotel allowed the car to park there. Who does that??!! So when an ACTUAL handicapped person arrives, we have to park farther away and she has a walker and increased tendency of falling. There's more. This same lady working the night shift at the desk was never there. There was a line of people waiting to ask for things but she was too busy outside on her phone and smoking cigarettes. Many other times the same night, she would walk the halls with her cell phone on speakerphone when she was suppose to be at the desk working. She needs to be let go and replaced. She was very unprofessional and rude everytime we asked for something. For example, I asked about the water and snacks when she was outside, but I had to wait until she finished her cigarette. We are Hilton Diamond Members and have never experienced this kind of rudeness and unprofessionalism. We were also disappointed in the breakfast. There was no orange juice or bacon, just cold eggs and undercooked sausage. Another thing, we had the "don't disturb" tag on our door handle, yet housekeeping came in anyway the next day. It seems as though this hotel just hires anyone without training or knowing how to work in a Hilton hotel. Hotels should hire people who excel in customer service. We hope that these issues are directly dealt with as soon as possible. I'm not sure of the name of this woman who was working the desk when we arrived, but she needs to be replaced. She was unwelcoming, rude, outside smoking when guests needed things, always on her phone, and unprofessional. We stayed in handicap room 125 from Mon 11/27/23 until Tues 11/28/23. Also, the digital key system was down. It's VERY disappointing that there is NO microwave in the rooms! We had to go out to main lobby to heat food and where it is located on a bottom shelf, you have to bend down and break your back just to use it! I about fell over trying to bend down and get my hot food out of the microwave. It may as well been on the floor. That needs to be addressed and changed. They should just put small microwaves...

If I could leave a negative star review I would. My mother and I booked our room a week in advance through Expedia, just how we book every hotel. We reserved it and the hotel was payed for before we arrived. We were staying at the hotel because it is located close to the University we were visiting. Uber is expensive and we didn’t want to pay over $70 in transportation each day so we strategically chose this hotel because of its location. Our flight arrived at midnight and we got to the hotel at 1am they then informed us that our reserved room was given away and they have no room for us. They did not call us or email us in advance, so my mother and I were in a new city without the hotel we payed for. We asked why they gave it away and they said that they gave away our room for guest that needed to extend their stay. We understand that circumstances may cause other guest to extend their stay, however the lack of communication and coordination with us was disrespectful and caused us emotional stress. They then tried to give us a walk-in form for another hotel; however they could not guarantee a room for us at that hotel. My mother and I were extremely panicked because essentially they told us they had no place for us to stay even though we had a reservation. They also did this to another family that came in around the same time. We asked how they could give our room away and they told us it was because we were low on their priority list because we booked with a third party, Expedia. They said that when we book with a third party that our room, despite us reserving it and getting confirmation, is not a guarantee. My mother and I are frequent travelers and we have never had this experience before. The front desk worker gave us a walk in form, which again was not guaranteed, for a hotel that was more twenty minutes from the University which would cause my mother and I to pay substantially more money for Uber. They also said they would not pay for our transportion or meals for the other hotel, they were sending us to, and we would have pay that hotel’s rate. Overall the experience was awful. The combination of lack of empathy and hospitality plus it being 2am in the morning after a long day of traveling and us being in a new city was horrifying. I will never recommend this to anyone. This was also our first and last experience...