Tru by Hilton Gastonia — Hotel in Gastonia

We had a great experience at this hotel. It’s only 2 years old, so the rooms and public areas are in excellent condition. I’m going to make this as detailed as possible since they are still building their reviews.||Location:|We were in town for a baseball tournament, and this hotel was easy to find off the highway and had several great restaurants (dine in and fast food) within a 5-15 minute drive. It was very convenient.||Check in/out & customer service:|Check in was easy as was check out. Less than 5 minutes both times. But I want to talk about the customer service for a second. First, we came in late from a baseball game (10:30-11) and realized our ice packs we’d been using to keep our water and snacks cool would not be able to refreeze in rooms as the mini fridges just had fridge capacity, no freezer. So I asked a lady at the front desk if there was any way and place we could refreeze our packs so we could reuse them tomorrow. She was so sweet and allowed our whole party to stick them in the freezer in the staff break room. That was such a blessing when we were out in 90+ degree weather the next day. Then the next morning as we checked out on our way to the games, we asked about bottled water from their stock at the counter. The smart water was pretty pricey, but the lady at the desk (different from last night) said, wait here’s a gift from us. And it was a bag with 2 bottles of water (we each got one). Now, they weren’t cold, but that didn’t matter as we had cups of ice and a cooler with ice that we could pour it in. Again, such a blessing.||Room:|We had a 2 queen room. We both thought the beds were supremely comfortable. There was plenty of room to set bags and suitcases and clothes. Hooks on different walls which was very helpful. The bathroom was large and had great light. There is shampoo/conditioner/ body wash in the shower. I will say our only 2 complaints are probably in this field… and they aren’t major enough to keep us from recommending or coming back here. The water pressure needs to be increased. As someone with long thick hair… water pressure can determine how long I have to stay under the water to rinse stuff out. My shower was pretty long cause it took awhile to rinse stuff out. But the hot water lasted and was great! The second minor issue was the towels could stand to be softened. They felt like exfoliating cloths when drying off with them. But again, minor issue.||Breakfast:|Breakfast was great. Small buffet but plenty of options (sausage, eggs, oatmeal, yogurt for parfaits, cereal, bread offerings… and a pancake maker that made the cutest little pancakes). It was same thing as day before according to another in our team that had come down a day early. But still good.||Miscellaneous: they do have adjoining rooms… and the handicap room is large (one of our teams grandparents stayed in one and found it spacious and accommodating.||So that’s about it. Definitely try this hotel out… we lived it and would come back if...

This was my 1st time every staying at a hotel newly built and within days/week after opening. My booking was on there 2nd day of opening. Probably will be the last time doing that. lol

While i do take in consideration that this hotel is very new and have its kinks to work out it is still unacceptable as a DIAMOND member staying for more than 3+ nights to not receive housekeeping. I had to literally ask for another room just to get clean sheets to sleep on for my last night stay. I requested housekeep every other day upon checking in and there was an additional time where i ran into one of the employes, that asked me about my stay,i had mention it would be better if i got my room clean. Even if housekeeping couldnt be granted every other day i still should have received it upon my 4th day. Which didnt happen. How do they know when to clean a room upon check out but not for "stay overs" as the call them..? This is not the 1st time i stayed a tru hotel and didnt receive this service. The 1 located in fort mill is worse. Nor can they even keep a manger there longer than 3 months.

Other mentionables: -At the time the TV channels where not matching the guide menu, ex. if you were to select espn it would show a different channel. It wasnt as if the channel was just misaligned in order, no they were scrabbled all over the place. This is a known issue from the staff members i spoken with and the tech that was suppose to fix, at the time, didnt show for the appointment. This could be possibly fixed, and i hope so, once the review gets posted. -The AC unit doesn shut off even when you turn the thermostat to the off setting. The motor would constantly run -The shower in room 431 knobs are reversed the "Hot" icon on the knob pours out cold water and the "Cold" icon is hot water. However, the water never got hot in the shower when i used it. Just luke warm. The room i was switched to, shower did get hot and the knob icon worked as listed. -They day i wanted to try out the salt water pool all the towels seemed to have been used. I probably could have asked one of the staff members for some but that why i put it under this section. It wasnt that much of an issue. Its not like i would had towels to shower after using the pool anyway. -Breakfast was ok. Its "complimentary/free" so can you really complain unless it was absolutely terrible

Hopefully many of these things get fixed in the upcoming weeks. However, at the rate they are charging per night i dont think i will be back anytime soon in the upcoming months to see. And after hearing that the housekeeping issue impacted other guests as well im sure im not the only one.

The only reason why they are not getting less stars is because the internet is fast and reliable (avg 28mbps downloading.speedtest) good enough to watch 4k content with little to minor buffering. And the staff was very friendly, the ones that...

My Worst Stay Ever at Tru By Hilton

As a frequent traveler, I understand that not every hotel stay is going to be perfect. However, my recent experience atthe True by Hilton in Gastonia North Carolina was far from the usual minor inconveniences and entered the realm of unacceptable. In the interest of helping both potential guests and the hotel management understand the gravity of the issues encountered, I present this review with the hope that it will lead to substantial improvements.

Unjustified Double Charge:

Upon reviewing my credit card statement post-stay, I was shocked to discover a double charge amounting to $1,800 after the staff informed my team that our cars were not even charged. All this happened before we even checked in. This significant oversight indicates a serious flaw in the hotel's billing system or procedures. Immediate rectification and an explanation would be appreciated, not just for the reimbursement but to ensure that such errors are not a recurring issue for future guests.

Lack of Cleanliness

Despite multiple requests, the cleanliness of my 5 room was not attended to during my stay. This neglect is not only disappointing but also raises concerns regarding the hotel's commitment to guest comfort and hygiene standards. A clean, well-maintained room is a basic expectation of any lodging experience, and on this account, the hotel failed to deliver.

Unprofessional Front Desk Staff

The attitude and behavior of the front desk staff were, regrettably, less than professional. Encounters were often marked by belligerence rather than the courtesy and helpfulness that form the cornerstone of hospitality. This lack of professionalism significantly impacted my overall experience and perception of the hotel.

Absence of Management

Perhaps most concerning was the complete absence of supervisory or management personnel to address these issues, especially during a standard operational hour such as 9:00 am on a Monday. This absence left me, and presumably other guests, without recourse to resolve the problems encountered, further exacerbating the situation.

Conclusion

While I believe in constructive criticism and understand that every establishment can have an off day, the issues I encountered at Tru in Gastonia suggest systemic problems that require immediate attention. It is my hope that by bringing these matters to light, the hotel management will take swift and effective action to address and rectify these failings, thereby improving the experience for future guests.

I remain at your disposal for any further details you might require regarding my stay and look forward to hearing about the steps you plan to take in response to this feedback.

By His Grace, Fir His...