Tru by Hilton Denver Downtown Convention Center — Hotel in Denver

When I checked in to my room, there was no hand soap, shampoo, or conditioner in the room, and I had to call the front desk to have them bring it up. Then, later in the day, I needed to discard some refuse, and realized there was no wastebasket, so I had to call the front desk for that, too. The next morning I wanted to use the hand-held shower head in the shower but, after spending several minutes trying to figure out how to turn it on, I realized that the handle was snapped off, and it could not be turned on. The room was nice, but there were very cheap looking stickers plastered all over the walls to highlight the features of the room. It made it seem rather cheap. There were even two big stickers stuck to the glass on the full-length dress mirror (?). The temperature was very difficult to equilibrate to a comfortable setting. The vent either blew hot air or cold air, and even the slightest adjustment shifted the temperature across a broad range. The same was true for the shower water; I would make the slightest shift in the handle, and it was either freezing cold, or burning hot water. the temperature of the water was also not stable; after finding a tolerable hot temperature, the water eventually got colder and colder, and then warmed up again, presumably because the hot water is being split between rooms. The mini refrigerator was not very cold, and probably could not keep items below the required temps for safe food, and it was full of ice buildup. The fire alarm also had an annoying blue light inside of it that would regularly flash through the night, and I like to sleep in complete darkness, without flashing lights.

The breakfast buffet was not very good; the sausage burritos were grainy and lacked depth of flavor, the eggs were obviously powdered (and undercooked one morning), the turkey sausage was dry, the French toast sticks were not kept warm, and ended up cold, hard, and chewy by the time I got to them. The tea selection was top class; Bigelow makes some of the finest teas. The coffee in the lobby was gross; old, stale, luke-warm, and full of big clumpy coffee grounds. Tea is also not available in the lobby.

The staff was very polite and helpful.

The building was very nice, overall. It's a good location, right in the center of downtown. But, the landscaping around the hotel was non-existent. There were large, rectangular concrete planting areas that contained no greenery whatsoever, but were full of dirt and piles, upon piles, upon piles of dog excrement. All three of them were basically dog latrines, which is really sad, because there were containers of poo bags standing in the corner of each planting area. If there was anything you could do to make the hotel more attractive, it would be to go clean up all that dog poo, and plant something in that dirt. At the very least, it will make the poo harder to see. This is also the first thing I noticed when walking up to the hotel; giant, barren planting areas full of dog poo. And I assume it is the first thing anyone notices when walking to the hotel. I think hiring a landscaper to plant those areas would do wonders for the hotel's image, and attract more guests. Seriously, this would be a nominal investment for Hilton, and would likely pay for itself quite quickly. No-brainer. If you want to be seen as a classier sort of hotel, at least do the landscaping, remove the poo, and get rid of the stickers...

The Worst Hotel Experience at Tru by Hilton Downtown Denver

I am sharing this to warn others about our disastrous stay at Tru by Hilton Downtown Denver on December 22, 2024. What should have been a joyous Christmas family trip turned into an absolute nightmare due to gross negligence, poor service, and unacceptable conditions.

We reserved three rooms for our family of nine—one for the adults, one for our daughters (ages 16, 17, and 19), and one for our teenage boys. Upon arrival, everything seemed fine until our daughters entered their assigned room. To their shock and horror, they found a naked man lying in the bed. Understandably, they were traumatized by this horrifying and invasive experience.

I immediately went to the front desk to report the issue. The staff claimed the room was supposed to be vacant and said they would remove the man and clean the room. However, we waited TWO HOURS for another room to be prepared, and during that time, no one from the staff kept me informed. I had to repeatedly go to the front desk to ask for updates, only to receive vague answers. Because of this delay, we missed an important reservation we had planned, further ruining the start of our trip.

Upon further inquiry, we discovered that the man had actually been checked into the room, but his check-in process was incomplete, so the system showed the room as vacant. This error by Hilton’s staff not only put my daughters in a distressing situation but also demonstrated a serious lapse in attention to detail.

If that wasn’t bad enough, the room I was assigned (Room 826) was in terrible condition: • The walls were filthy, with visible dirt smudges. • There was hair in the sink. • The refrigerator was completely broken and unusable.

We reported these issues to the front desk, but no one came to clean the room until the next day, and even then, they only cleaned the dirty walls. The rest of the room remained in its unsanitary state throughout our stay.

We were forced to stay at this hotel for five days because most other hotels were fully booked. After all the issues we experienced, Hilton only offered one night’s compensation per room, which is clearly not enough given the level of trauma, inconvenience, and discomfort we endured.

This experience ruined our Christmas family trip. My daughters were traumatized, we were forced to stay in filthy rooms, and the staff showed no accountability or effort to fix the situation.

I am beyond disappointed in Hilton’s lack of professionalism, cleanliness, and customer service. We’ve stayed at other Hilton properties in the past and expected much better. Instead, this was the WORST hotel experience we’ve ever had.

To anyone considering staying at Tru by Hilton Downtown Denver—think twice. This location’s inability to prioritize guest safety and cleanliness is unacceptable.

#HiltonHotels #TruByHilton #TravelWarning...

I wish I would have paid a little more, elsewhere. I found this hotel while driving through Denver, the price was reasonable and the location was great. When I arrived I was told I would be charged $32, for valet parking per day (which I was never informed over the phone before I booked the room). Okay, it's only $32 (PER NIGHT) and the least they could do is bring my luggage to my room for that price, which I did myself.

When I entered, the lobby was filthy, the floors were filled with dried up drink spots. There were young people hanging around, being loud and talking about drinking and somebody walked around smelling like weed (obviously a Colorado thing) so I immediately got the impression that it was a hotel for younger crowds and all the local college kids. The young lady at the front desk was nice.

I booked a King bed, the room was small but it was not a problem. It looked like a college boy dorm room. The streets were loud and so were my next room neighbors, they've must have had a party. I walked in to the bathroom and noticed there was filthy on the floors and the toilet handle was also broken. I walked through the room before getting comfortable but noticed ALL OF THE WALLS were grimy. There were handprints all over the walls, the tables, the headboard. There was hair all over the bed sheets and pillow cases that must have not been changed. I took the luggage carrier to the front lobby and mentioned to the receptionist that the room was filthy and I had no desire to stay in that room. She was kind and understanding and moved me next door. I had requested a nearby room to make my luggage relocation easier.

When I walked in the the next room I noticed it was much larger, which was nice but I had the same issue with the floors being dirty, handprints all over the walls and headroom and hair on the bedding. At this point I was exhausted from my long drive and just wanted to relax. Luckily I always carry a large blanket and didn't even bother getting into the dirty bed sheets. I wrapped myself in my own blanket and called it a night. The next morning I jumped into the shower and the water splashed everywhere, their shower head is placed so high up and does not move, it points outside the actual shower and splashes everywhere else in the bathroom. I am excited to leave this morning and hope I have no further issues.

If you are looking for a relaxing hotel, this is not it. Most of the occupants are young and loud and there is music blasting outside on the road (which is probably expected in Downtown Denver). The place looks like it's never cleaned. I guess you get what you pay for. Please pay a little...