Tru by Hilton Monroe MI — Hotel in Frenchtown Charter Township

Shame on Juanita and her staff. The room itself was clean, and comfortable. But when we checked in, our bathroom was not cleaned, at all. We have a young family. We always try to be kind and considerate, even in stressful predicaments like this, but this is horrible management.

I notified management first by walking downstairs, politely mentioning it and showing them photos of dirt piles, trash on the floor, and stains in the shower and sink area, and didn’t hear anything for a while. My wife and newborn fell asleep on the bed. I called about an hour later, and said they could come now but we would have to leave the room. Since we just drove 14 hours from out of state, we agreed to have room service come the next morning. They never came. The next day, they never came either (which would have been the “every other day room service” day.) no housekeeping for us at all. Our family with children used a dirty bathroom while getting no response.

One of the days I was walking down the hall and the two housekeepers were loudly complaining about their job and what they have to do, and how much trouble it is for them.

We called our travel service that we used to book this room, and the front desk put them on hold and kept them on hold for 30 minutes and gave no response to them. Again, we were polite the entire time, trying to resolve this amicably. The front desk gave our travel service the run around and ignored them. When we went down there to leave for the evening, 10 minutes after the travel service call, the front desk lady was sitting down texting in an empty lobby, but was too busy to talk to our travel booking company.

We are checking out today. And we won’t be back and are disputing our stay. We have stayed at many different Hilton brand hotels, so I know it’s not them. Just sloppy management at this location.

I forgot to mention the piece of glass shelving in the shower that isn’t secured. The one on the top is, the one on the bottom is not. Didn’t discover until yesterday when I showered my 4 year old that this was completely unsecured.

And we were charged 30 dollars for a damaged linen. My wife just gave birth, if that explains it, it happens. Normally, no big deal to pay for a damaged linen. But after an entire stay of no housekeeping, checking in with an already filthy and disgusting bathroom, a run around from front desk and manager, them avoiding our travel booking company, and a piece of loose hardened glass nearly falling on my 4 year old before catching it? Come on man.

Final update: I had to reach out to corporate offices, and our travel booking bank to get to the bottom of it. Juanita (manager) was no help, neither was the lady working around 9pm on Sunday the 22nd, who stood our travel agent up despite kindness on her end, and hung up on her multiple times.

Corporate and our bank got our stay refunded, which we are...

I booked a room through Priceline. I've stayed here before and never ran into any problems. I came in on Super Bowl Sunday, tired, cranky, and just wanting to get to my room and catch the 4th quarter of the game. I stood at the front desk and was finally noticed after 4 or 5 minutes. I was asked to pay a deposit for incidentals. I put my debit card in the terminal and noticed that I was being charged $89.91. Then the desk clerk asked me to pay the fee for the incidentals. I told her I was just charged $89.91. She said she had no idea what that was about and I still had to pay another $50. I refused to pay as I was already charged much more than $50. She reiterated that she didn't know what that was and I tried to insist that she figure it out before I paid more. Again she refused. An argument ensued, she called someone on the phone who backed her up by stating that I still had to pay another $50. She put this person on speakerphone and I suggested that maybe the last person who checked in didn't pay and the charge was still owed when I inserted my card. They insisted that wasn't the case and that I still had to pay another $50. We argued until I became exasperated and finally said fine, I'll pay it and take it up with the manager on Monday morning. The desk clerk continued to complain to whoever was on the phone about me being rude instead of continuing to check me in. Now I'm tired, I'm cranky, and I'm missing the 4th quarter of the game, and now I'm listening to this conversation where I'm being blamed as a troublemaker. And now she's telling this person on the phone that I'm being hostile and she's going to refuse to allow me to stay. I did raise my voice when I said "I told you I'd pay it. Can we get on with it?" I may have used a four letter word. So she says "I'm calling the cops", at which point I left. I called Priceline and explained the situation. The customer service person called the hotel and was told that the $89.91 had already been refunded, which I had been told just a few minutes before would be impossible. To the desk clerk, I'm sorry you were busy with whatever you were doing when I arrived, but you didn't need to escalate the situation. You were insisting I pay twice and you didn't seem interested in figuring out what happened. You never once apologized. You expected me to just pay again without even offering me a solution. I'm sure you're claiming that it was me who escalated, but it wasn't your money that had been taken. I showed you my banking app where I had been charged $89.81 and you saw that it was a pending charge and acted as if that meant something. All my debit charges are listed as pending the same day as the transaction. This was to be the 5th time I stayed at this hotel. I'm a quiet, polite person who stays alone, cleans my room before I leave, and leaves a tip. And I'm never...

The last 2 times I stayed I had bad experiences. I always try to give a hotel a second chance because I’m aware things happen. It also would have been convenient area to stay. I won’t stay again that’s for sure. Each time I stayed I had no shampoo/ condition/ soap in shower . The pillow case had a hole in it . The worst was bugs in the bagel in the breakfast area. I told the lady at the front with the short grey hair but she had zero response. Most of the employees working were not friendly except one. I also told the manager and when Hilton called her about it she said I was lying she checked the room it had no bugs. So the manager didn’t listen. I never said bugs in the room I said bugs in your bagel you wrap for breakfast. They were those fruit fly type bugs. The manager said she would take care of it by offering compensation but really didn’t do what she said she would. The floor in front of the elevators was super sticky and bugs all over the the door and inside . They were mayfly’s and no one was keeping them out of the hallways they were everywhere. My suggestion is go to the Hampton next store if you’re a Hilton Honors member . That’s another thing some employees give you the waters there if you’re a silver member and some don’t. The lady with the short grey hair argued with me. I don’t care about the waters I just don’t want to hear about how some employees do it and some don’t and they shouldn’t and listen to her tell me they had a meeting about it but she guessed she’d give me one. Actually silver members normally get waters but whatever. One of my rooms also had the wallpaper peeling. I would just suggest not staying here it’s pretty trashy and definitely don’t eat the breakfast . If you do have a problem juanita isn’t really going to help you . Yes Tru is the low end of Hilton but I’ve stayed at a lot of them and this one’s pretty gross. I will travel the extra miles and stay in Ann Arbor at the double tree. It’s a excellent Hilton property and the manager is great. I stay at a lot of hotels and this reminds me of a quality inn type trashy hotel not a...