Tru by Hilton Las Vegas Airport — Hotel in Enterprise

No matter how many 1000s you spend here, and I have spent 1000s here overall, the employees and mgmt here will do you the worst and have 0 regard for you or your well being. I have spared them reviews, but now I will be honest about my overall experience with this property. It's long overdue.

I have patroned here off and on since this property opened years ago, but I realized it wasn't worth it. The signs had been there long ago, with bad customer service by the staff like myra, Susan, Tanya, & Willie of the front desk. They'd have me wait on rooms already said to be ready, lie & say they're sold out when I was on the website saying I see availability, while in house, call my room at 1 a.m. to say I'm not checked in when I had been there 12 hrs, just to have a incidentals authorized twice when it should've only been once. 3 people worked on 1 check in last stay.

Then, early on around opening, when they definitely had a/c issues & Everyone knew the rooms were hot, the staff member at night, Tanya, would argue to say not so, all while I had to bring a fan in there. It resulted in a partial credit, but complaints since, the property mgmt never addressed.

Meanwhile, I'm turning in cel phones that belong to their staff found in the bathroom to myra amd chatting with staff like Ryan, alta, & maria, some of which remember me from yrs ago & prepare breakfast daily. They know me because I've stayed multiple times.

Recently, a mth post staying multiple days on a few occasions, I entered to simply use the restroom, which I had done a handful of times prior, & yes without a paid stay. Kim on evenings was there, & she knows me. On any and every shift there, someone knows me. Susan of the front desk, whom I don't know, felt it was appropriate to bring 2 security guards to the restroom, open the door to tell em I'm in there where the security supv terrance, pictured here, said hurry up. It was beyond uncomfortable & strange.

Little did I know, Susan actually left the security guards there, returned to the front desk, & upon exiting the restroom Terrance, said HK security supv, snapped a photo of me, followed me, & proceeded to harass me all the way to my vehicle, even capturing my vehicle & threatening to assault me, all while also speaking about on vehicle, my hair, my body, etc. It was beyond inappropriate & it felt like being stalked. Therefore, an argument ensued, as I asked him to stop following me to my vehicle. Some people can't handle power or authority, misusing it. Another HK security guard there another night didn't bother me at all, even chatting with me a bit.

Terrance of HK security wasn't simply doing a job, & both Kim & Susan watched from inside while I was being harassed, doing absolutely nothing to stop it. I'd had enough.

Then, to add insult to injury, the staff called the police, & 3 showed up. This all was over a restroom use that lasted under 5 minutes. It was beyond ridiculous. Calling the cops these days could be a death sentence. Anyone watching the news knows that. They put my life & freedom in jeopardy, & I don't have a record. Therefore, I severed ties with the Hilton brand altogether, having my membership deleted.

I will not patron a brand or property that does and allows such a thing, especially without making it right, & 10k pts and an apology from Hilton customer service by phone isn't making that right. Hilton is done for me.

I can & have gone into other brands and 5 star properties here & used the restroom, & often with the help of front desk staff, brands I don't patron & places I haven't spent money in or stayed at.

This Hilton property, I have patroned the most of all Hiltons I've stayed in for multiple states, & they treated me like trash, as if I was there robbing the place. They will reap that which they've sewn. There was a time where they hardly had guests, especially early on, & front desk staff don't collectively have the best personalities or customer service. I walk in, no greeting.

Just because something is permissible, it doesn't mean it's the right...

As a Las Vegas Local & Hilton Honors Diamond Member, I stayed at this Tru by Hilton Las Vegas Aiprort Hotel from June 1st - 9th, 2022 (8 Nights - This Hotel Stay was a Mix of Work and Staycation) in a 1 King Bed Room (Room # 614). The location was excellent, convenient, plenty of free parking spots, safe, security would go around during late night hours, and I loved that it was very close to the RTC South Strip Transfer Terminal Bus Stops where all the busses meet together (probably a 5-10 mins walk from the hotel depending on how fast you walk), and there are a couple of bus stops literally a few steps away from the hotel too. I used the RTC public bus many, many times throughout my 8 night stay and it worked out great because you can go to the Las Vegas Strip, Town Square Mall, Premium Outlet Centers (South & North), Fremont Downtown, Airport, and throughout the city as well. The busses run 24 hours. It only cost me $20.00 for a 7 day unlimited pass as a local. Unlimited bus passes are also available for less than 7 days as well so that's not to worry at all for any local or tourist. The prices and options are excellent (single and unlimited rides) and saves alot of money on transportation because I rarely moved my car once I parked at the hotel. The hotel is very modern, contemporary and geared towards the younger generation BUT to be honest any age group will enjoy this hotel. I personally really enjoyed my stay even though, yes the rooms are small, BUT it has everything you need such as a comfortable fresh clean bed, sparkling clean room & bathroom, laminate wood floors, excellent working A/C, a HUGE 55" TV, Fast Premium Wi-Fi Internet, mini fridge free of use, excellent lightning in the room, lots of power outlets and USB connections, and an amazing good size walk-in shower with a big shower head, great water pressure, and excellent shampoo, conditioner, body wash, hand soap, and body lotion that is provided free of use. Hair Dryer is included in the bathroom too and the bathroom is a good decent size as well with tiles. The staff here are very helpful, nice, honest, respectful and always want to make sure that everyone is enjoying their stay which I really appreciate. The staff that I interacted with throughout my 8 night stay which I would like to mention for their excellent hospitality & 5 star service are Kim, Ricky, Myra and Skylar. Thank you so much to all of you! You all made my 8 night stay "above and beyond excellence!" I really appreciated as a Diamond Member Early Check In at around 10:00 AM and Late Check Out at around 1:00 PM at no extra charge! Thank You Once Again! There is free breakfast every morning as well (Mon - Fri = 6 AM - 9 AM + Sat - Sun = 7 AM - 10 AM). Breakfast consists of scrambled eggs with side toppings such as cheese & salsa, pork sausage, orange & apple juice, 24 Hours coffee with all necessary condiments available, hot chocolate & tea, milk, packaged pastries, packaged granola bars, cereal, yogurt, hot oatmeal with side toppings, fruit, bagels, English muffins, etc... The lobby also includes a game room with pool table & TV's that you can use for free and a gym is on property as well. Upon check in I did receive as a Diamond Member snacks and bottled water BUT fresh clean cold drinking water is provided for free as well in the lobby that they replenish often throughout the day and night which was awesome. Roundtrip Airport Shuttle is also free when you stay at this hotel if you don't want to use public transportation, rideshare or rent a car. The rent a car hub is literally 2 mins away from the hotel too if you need a rental car by the way. All I can say is that everything was excellent at this hotel and I am happy to stay here anytime either it would be for work, staycation and/or any family/friends visiting! Thanks once again for everything and I can't...

• Warning — check your receipt before you leave this hotel!*

My best friend and I arrived at the Tru by Hilton Las Vegas airport on January 8th for a 1 night stay. The room was small but fine since we were only staying 1 night. We went down early for breakfast on Tuesday January 9th and then packed up and went downstairs to check out. I asked for an emailed receipt and left the keys with the lady at the front desk.

Fast forward to me arriving back home in San Diego late Tuesday evening and browsing through my emails. I open my emailed receipt for the hotel and was surprised to see a $50 pet fee charge. I immediately called the hotel and spoke to the supervisor around 9pm. I explained to her that my friend and I did not have any pets so I didn’t understand why I was being charged $50. She responded “housekeeping found cat hair in your room so we have to charge you.” I again explained that we didn’t have any pets with us and NEITHER OF US EVEN OWN A CAT?!

She responded “well, we back our employees so if housekeeping reports that a cat was in the room then we have to charge you.” I requested a refund for the $50 pet fee since we did not have a pet with us and was told no. I asked to speak to the GM and was told “he’s not available”. I asked her if video footage was reviewed of us checking in and out so they can clearly see we didn’t have a pet of any kind, which she didn’t answer. The supervisor admitted she was there when we checked in and did not see a pet, but said she “has to go by what housekeeping reports”.

I called the hotel again on Friday the 12th and asked to speak to the GM. I was transferred and got a voicemail. I left a message and asked for a call back. I did not receive one. I contacted corporate again on Saturday the 13th and was told that the GM of the hotel responded to them and stated cat hair was found in the room so he would not be issuing a refund for the $50 pet fee. So I am now disputing the charge with my bank.

It’s utterly ridiculous to have to continuously defend the fact that we didn’t have any pets. Essentially we are being treated like liars which is unacceptable. I would have zero problem paying for a pet IF I ACTUALLY HAD ONE! I’m not sure if I’m the first guest that this has happened to or if this is some sort of scam the hotel and its employees pull all the time and hope people don’t notice on their receipt.

Shady business practices at this hotel and zero customer service if you have an issue that needs to be resolved — beware if...