Tru by Hilton Phoenix Glendale Westgate — Hotel in Glendale

I've stayed at Tru Hotels before and had pretty good experiences as the hotels are nice and usually located in a good area. However, this time my stay at this specific location was not as good and that was mainly due to the staff (specifically a young and quite disrespectful employee named Francine) and the rules that they claim are being placed in response to covid. Now, I have absolutely no problem with taking healthy and preventative measures especially during these times, but I just feel like both the staff and the hotel should be more clear as to what the rules are. For example, the sign that is placed for the pool hours states that it is open from 7 a.m. to 11 p.m. However, this is not true as they apparently close the pool at 9 p.m. due to covid even though there is no sign anywhere that states that. I also find this highly hypocritical as they state that the gym is open 24/7, but the pool closes at 9 p.m. for some reason. So according to this hotel's knowledge, covid exists only in outdoor pools and not in the indoor gym for some reason. I also do not believe that they are enforcing their covid "rules" enough as they have signs placed that state customers need to wear masks (which I always do), but when you enter the hotel, no one wears them and it is not enforced. However, that does not matter much to Tru as much as their pool hours, because that's what's really preventing covid. So clearly they can actually make signs for their rules, but they just cannot make one for their new pool hours due to post-covid times. The staff (Francine) also never mentions any hours or regulations either. I tried to contact her and she confidently stated multiple times that she tells all the customers what the current regulations and hours are when they come into the hotel, which by the way is not true. Not only did she not tell me and my family when checking in, but I also do not believe her statement as many of the customers showed up to the pool after 9 p.m. wondering why it was closed as they were led to believe that the pool closes at 11 p.m. as stated on the pool sign!!! Her excuse for this was that the pool hours are stated on their website and the confirmation email that you get when you book your stay and clearly this is not enough because the clients are not receiving this message in regards to what their pool hours are. She also would constantly leave the front desk unattended for long periods of time carelessly and respond to you in a rather disrespectful manner. For example she hung the phone on me for no reason which I found to be very immature of her to do and completely out of line because I was speaking to her with respect and she chose not to reciprocate that back to me. I hope Francine can take this as a lesson to improve her customer service and hospitality skills for the better because she needs it for the future or she won't go very far if she chooses to act like this. I also think this hotel needs to be more clear and take more responsibility for their...

Don’t trust this hotel checking in. We checked in on a Wednesday to check out on Thursday. They told us you can’t check in until 2pm. Which makes no sense. I’m used to checking in that day and checking out the following around 11-12am. Yolanda was absolutely no help and was actually confrontational. I tried to get an explanation for what was going with our room. all she did was escalate the situation instead of trying to help out. I’ve worked in customer service and that’s just not the way to go. After not getting her way and trying to tell me to leave with no explanation she tried to turn two customers against me (playing pinball) and made up a lie saying I called her the “b” word. Then after the two customers not taking her side she tried to extend it to the five other people in the lobby and they wanted no part as well (they could clearly see me not doing anything wrong) She then walked outside and acted like she was calling the police to get me removed, for no reason. When I walked outside she walked up to me three different times and physically assaulted me. If the police would have shown up I would have pressed charges for assault. I’ve stayed in many hotels and that’s just not how customer service should go. Super uncomfortable and unprofessional. I hope I won’t have to be in that situation again. I just don’t understand as a Hilton customer, how you could have such an unprofessional employee working for you. I’ve had nothing but good experiences in the past with Tru and Hilton and I hope this gets resolved. Feel free to reach out to me. I have video and audio recording of your employee acting out and assaulting me, it seems she has no desire to fulfill customer...

I’ve stayed with them before. All amenities were closed due to Covid then but the rates were still super high. Thin walls, didn’t get much sleep.

Then, I was looking around online for august dates (when a concert would be nearby) and booked a “free cancellation” for said date but they charged my card for today, causing me overdraft fees. Said it was because I had booked for last night (yet I’m working this weekend in Prescott so why would I? Even if accidental error, I should at very least get a credit for actual date stay) No response from customer service or anything.

Ive been working in hospitality for almost a decade. I’d never pull this with a guest. Ever. But a corporate conglomerate doesn’t care for the guests. Go somewhere else that actually cares about people and aren’t criminals. Support your smaller hospitality businesses.

For $340, I feel like I should’ve at least gotten the call back I was promised or a reply to my repeated emails. Don’t think that’s asking for much of a business that is literally meant to cater to guests. eyeroll

Update: Manager finally called me. No attempt at any resolution, simply telling me it is what it is. No apologies for leaving me on read for 3 days! Kept trying to talk over me and wouldn’t let me speak. Just excuses He easily could’ve given me credit or moved the date to the time and kept a guest. He was so rude, my PTSD was triggered and I had a panic attack. A man shouldn’t raise his voice at a woman, much less if it’s towards a guest. I’m shocked someone so unprofessional...