Tru by Hilton Florida City — Hotel in Florida City

No free hot breakfast as advertised with no communication of the canceled breakfast at checkin, or any time. In fact when I called to ask if they had hot breakfast they said yes. No other extra things were being done to help with Covid, yet they won’t serve breakfast and give you the same boxed meal day after day without any variation. Floors in room were very dirty and sticky. Took several days to get them cleaned and even then they were sticky. Shampoo/conditioner/body wash not tamper proof and did not work. Took several days for housekeeping to replace after request. This hotel is very understaffed. No buckets for ice, not sanitary. Ran our of ice, fitness room was closed. We had issues with them checking us out during the middle of our one week stay, and then once fixed the rates were increased. All this was later fixed but overall major waste of time. Staff are friendly but overall not professional…wearing hoodies, texting and talking on personal cell phones while working and you are present at the desk. Things broken in the room, tiny fridge without an “ice box/freezer” and no microwave. The bed frames have very sharp corners and are way oversized for the mattresses. We seriously banged our knees on the corners so many times and our child cut his head on the bed frame. Their elevators are over 6 months past safety inspections and should be shut down. Our key cards didn’t work several times and were swapped out twice. Overall can’t recommend this place at all. Likely won’t stay at another Tru by Hilton again. The only good things were location close to Everglades and Biscayne national park and comfortable mattress/pillows/comforter. Oh, and it’s next to a bar and we had a lot of noise issues and people wandering the hotel knocking on wrong doors, clearly on drugs or drunk, etc. had a busy police presence when we got there and they often park a police car in the parking lot...

The employee who checked us in at the reception was solid and friendly. Twice we had to give a kind of deposit with our credit card. Never experienced that before. The rooms are small, but big enough. No coffee or tea in the room and no safe. The mattress is smaller than the bed, we bumped our knees several times. Not pleasant. The bathroom is adequate. The rooms are very noisy. We literally heard our neighbours talking. We didn't need an alarm clock. The staff took care of that. Between 6am and 7am they literally scream and laugh at each other, which woke us up early two mornings. The rooms are cleaned every other day. According to the sticker in the bathroom they do that for 'your' comfort, but of course that is mainly for their comfort. After all, it saves money and staff. For the price of the room you can actually expect that it is cleaned daily. Now you have to beg for towels at the reception and I always find that a bit sad. Breakfast is simple with bagels, toast, eggs, yoghurt and pancakes. Be on time! The breakfast was not replenished. My partner had the last bagel at 9am (breakfast is until 9.30am) and during breakfast nothing was replenished for half an hour. The ladies were chatting happily with each other and ignored the guests; good morning was not said. We have noticed lately that Hilton hotels are becoming less and less pleasant to stay at. Prices are going up, service and friendliness down. We are gold honors members, but if it continues like this, there will be no more points added in the future. The previous hotel was also not good, but after complaints we did not get anything back from Hilton except an...

The review below was written on 10/20 however I am updating this on 10/21 and changing it from a 5 star review to a 2 star review.

10/21: I became ill and asked for a late checkout and was told no. This is not good when one of your customers is ill yet they are being forced out. Have more empathy for your customers.

10/20: Although the location is far off from the center of Miami, Florida City has a few good restaurants located right by this hotel. The area around the hotel is quiet and the hotel itself looks new and is very clean. When I checked in the man at the front desk was not rude but was not really interested in customer service. Example: there was no greeting, no smile etc. However, the gentleman at the front desk named Bernard, was friendly, smiled and even joked with me. I also had a great experience with the cleaning staff as every time I saw one of them in the hall, they all looked me in my eyes, smiled and said hello. It’s the little things like that which makes a great customer service experience. The bed was really comfortable (I am surprised still), the breakfast was hot with ample selections - just make sure you get there early or it’ll be gone - and the room, lobby and dining areas are modern, cheery, and happy colors are used in the decor. The soaps and body lotion smells great and seems to be high quality. Oh, and how can I forget the TV? I am really pleased with its size and the selections such as HBO and other movie channels. I am thinking of adding another night but waiting to see if they will give me a Florida resident discount like they do at the Hilton Miami Dadeland. Great...