Tru by Hilton Cincinnati Airport South Florence — Hotel in Florence

I recently had an unfortunate experience during my stay at your hotel, which was the first time I've encountered any issues at this property. The incident involved a staff member named Caline (apologies if this is not the correct spelling), whose conduct was both rude and unprofessional.

I checked in on 9/22 and checked out on 9/23. On the day of departure, my flight crew had a scheduled shuttle time of 11:30 a.m. Unfortunately, I was running a few minutes behind due to a personal family matter. At 11:31 a.m., as I was leaving my room, I received a call from Caline. She abruptly asked, "Hi, are you still riding the shuttle?" I responded, "Yes, I am on my way down to the lobby now, my apologies." She replied in a harsh tone, "Our shuttle leaves at 11:30, not coming down to the lobby at 11:30. It leaves at that time, for future reference."

I sensed her negative attitude, and simply replied, "Okay, thanks." When I arrived in the lobby at 11:33 a.m., less than five minutes late, I overheard Caline speaking with a colleague, saying, "Well, he's still not down here," among other comments I couldn't clearly make out. It was evident that they had been discussing me before I arrived, which felt unprofessional.

As I proceeded toward the shuttle, Caline stopped me again, saying, "Sir, we have a schedule to keep." This was the second time she unnecessarily reiterated her point, seemingly to reprimand me for running a few minutes late, without knowing the reason behind my delay or showing any understanding or compassion. I responded by explaining, "Ma'am, I understand, but I don't appreciate the rude tone you used over the phone." She continued to make additional remarks about the crew waiting for me, at which point I pointed out that she was wasting more time by addressing me in this manner instead of simply letting me get on the shuttle

Her attitude was condescending, as though she were speaking to a child, all over a minor delay of less than five minutes. This behavior was completely inappropriate, especially in a customer service setting. As a guest, I should not be mistreated or spoken to disrespectfully, particularly when my lateness was due to a legitimate personal issue.

I would also like to commend Annah, the shuttle driver, for her professionalism and kindness. She asked if I was okay after witnessing the exchange and apologized for what had happened repeatedly. Annah also mentioned that she had observed Caline being rude to other guests and staff members, including herself, which I found concerning.

I hope this matter will be addressed appropriately. I also intend to file a formal complaint with my airline, which has a contract with Tru Hotels by Hilton. Thank you for your attention...

Tru hotel by Hilton located in South Florence Kentucky. This hotel is about 10-15 minutes away from Cincinnati airport. The hotel is across the street from Walmart. The price for this hotel for night is $170.00. They do have a shuttle that will take you to the airport. Our visit was on Saturday June 24, 2023.

As you drive up to the hotel. You see a big colorful building called the Tru. This hotel is owned by Hilton which I stated above in my previous comment. As you walk to the doors, they have every language saying “welcome” on the glass. It’s a great way to welcome guest. You go to the front desk and the nice staff member check you in. In the lobby they have pool table, games, a breakfast area and snacks shop around the front desk. You go to the left to go to the elevators and you go to your room by which floor you are going on. Just like any other hotel. We have stayed at many Tru hotels before and never had any issue.

The staff was amazing! They had a smile on their face and looked like they really enjoy their job. They always busy downstairs while there isn’t no one to get checked in. Something I love to see is, staff members loving their job.

The rooms are medium size. They have one king bed or two double beds and bathrooms. The beds are so comfortable and relaxing. Make you feel like you don’t want to get up during your visit. The bathroom was clean and very nice. I didn’t even see anything dirty in the room or bathroom. They do have a big smart tv available in the room.

The location does have shops and many restaurants around. You can literally walk to them. It’s very nice location for anything you need around the hotel.

They do have a pool and a gym. Unfortunately, we did not get to go the pool but we did go to the gym. The gym is kinda small. They have two Treadmills, one elliptical, one bench, free weights 5-50 lbs, TRX bands, yoga mats, foam rollers, slam balls up to 24 lbs, kettle bells up to 25lbs, weight scale, and water fountain just outside room. There is a planet fitness about 1.2 miles away if they don’t have what you need. I believe the shuttle will take you there.

The only bad complaint is that the walls is very thin which means that you can hear the person in the other rooms and they can hear you too. I just feel like you have to be very quiet if you want privacy unfortunately.

We do recommend the Tru hotel by Hilton. It’s a great location and right by the airport. Just hope you don’t have a noisy person next door because you will hear...

Check-in Upon entering, the hotel was clean, modern, and vibrantly colorful. I booked through priceline, and check-in was seamless. Employees were very courteous. We stayed for 3 nights. Also free parking with more than enough spaces.

The Room: The tv in my room had a personal welcome message when I entered. Also, the tv had youtube, netflix, and live tv which was a huge plus considering many hotels have outdated tvs and charge more thanthis hotel. I loved that the room didn't have carpet. No odors from previous guests. The glass shower was nice and modern, just had to wipe it down a bit more before using because housekeeping missed a few spots. I never use hotel body wash because it dries out my skin but decided to try it, and I really liked it! The only down FOR ME was the bed. I thought it was too thin and firm. However, the two people I stayed with found it to be comfortable and had a great night's sleep each night. Oh and the room had a fridge. Microwave in the common area.

Family Friendly Amenities- Like a lot of hotels, there was an indoor pool and a gym. Both were clean and used by the others who stayed with me. They had nothing but compliments. The lobby/ lounge sitting area was great! Breakfast was served every morning. The kids seemed to be impressed with the pancake maker. Lol. The microwave is also in this area which I thought was convenient for when my food got cold. I stayed on the first floor but people on other floors may rather have the microwave in their rooms. In the lounge area was also a game area stocked with board games, a life-sized Connect 4, and a pool table. We played pool and Trouble and had lots of fun. There is seating outside if you want to enjoy the weather or an evening around the fire pit.

Revisit? I will definitely stay here again when I'm back in town. It's...