Tru by Hilton Jacksonville West I 295 — Hotel in Jacksonville

This is the first time we have ever been disappointed with a stay at a Hilton Property. We booked this room about 2 hours (1130pm) prior to our arrival on the Hilton App. (Stay was on Dec. 2nd, 2024 reservation number was #3170295616)

We made the booking for a king size bed. We choose this hotel because it showed available for gurunetee king room, most the Hilton properties in the area showed no kings available.

Upon check in they said they had no kings available. We arrived around 1am, so we had to take what they gave us qt this point. The next morning we spoke to a assistant managet and they said they do not honor the type of room you book online, even though they charge more for booking a king room is more then a queen room.

I explain that I was very dissatisfied with my stay while standing next to a sign that states if you are dissatisfied with your stay, we will provide you a full refund.

To be clear, we were not wanting anything in return for our stay but we did want them to offer at least apologize for not providing us the room we booked and paid for.

I personally stay at Hilton properties approximately 12 times a year and my employees all stay about the same amount of time at Hilton properties. Early this year we booked 20 rooms at one property for 4 days.

Based on the statement made by management at this hotel, that Hilton does not guarantee the room you book online and can provide us any room they choose, we will be reconsidering our business with Hilton. We believe this might be the policy of this hotel by management and not a new Hilton policy therefore I am contacting Hilton Corporate to find out.

This General Manager at this particular is hotel is Matthew Morand. Based on how this hotel is being ran and the statements that he had directed his staff at this hotel to advise customers in regards to room, we could not be more disappointed with Hilton after this.

If you do still stay at a Hilton Property, I would avoid this one. They have lack of any concern for failing to provide the service they charge you for and believe your guarantee booking through the Hilton App does not mean a thing to them.

Room - Not the room we booked on the App or the room listed on our confirmation gurunetee email we received. The room was clean but the toilet leaked on the floor. Over all the room was clean but looked cheap. 2 star

Service - No one was rude but service was noted terrible for failure to provide type of room booked and making no effort to right the wrong. 1 star

Location - Location was fine, right off intestate but difficult to get too. You have to drive through a gas station parking lot to get into the hotel parking...

Worst experience of my life, I stayed at the hotel from 07/15 to 07/16/24, took my pillow with me, and accidentally left it behind. We checked out at noon, and around 3:30 on my way back home, I remembered my pillow. My husband was still nearby, so I sent him back to tell them to ask for the pillow. The front desk lady said she had no access to the housekeeper section, and they were gone already. Said they only work from 7 to 3 pm and that it was not in her front desk list and found. I called the hotel immediately and spoke to her to see if she could help me even said if the room was unoccupied if my husband or her could go check maybe they hadn't serviced it yet she said no and told me to call back tomorrow from 7 to 3pm and ask for the house keeping manager. When I called this morning upon explaining and asking for my pillow, they did not transfer me to the manager. The manager just told me we don't have it, and there is nothing we can do about it. I will never stay at another Hilton. I have left more valuable items like laptop chargers before at other hotels, and when I have called, they have immediately helped me locate the item and get it back. I just don't understand why this hotel wouldn't return my pillow the same day that it happened I would understand if it had been a week and they only hold items for an x amount of time but it was the same day! It is totally unacceptable. This is the only pillow I use, and I always carry it around with me to aliviate my back pain. The worst is the help I received from the Hiton corporate office they told me there was nothing they could do if the hotel said they didn't have it and further more said that if I didn't want this to happen to not take items to the hotel with me what kind of guest service acts like this! It's a special tempur pedic pillow for my back. I don't care about the money it's worth not what I need. All I want is for them to...

I stayed here due to its proximity to work. Unfortunately, my most recent stay was anything but restful. The room next to me had a dog that barked non-stop. On top of that the customer who brought the dog never bothered to notify the hotel of the dog. The hotel did what they could, but obviously it's not as though they can just throw the dog out.

However, the worst part came on Thursday of the week that I stayed. I had extended my stay by one day due to work. However for whatever reason, the person at the front desk that evening did not want to work with CLC to extend my stay. Instead they wanted a new reservation. Unfortunately, that was absolutely never communicated with me. So I get back on Thursday afternoon after a long hard day of work to find that all of my personal belongings have been thrown into a plastic bag and put in someone's office. And the process of throwing stuff in my suitcase they also broke my suitcase.

Now you would think that the hotel would have called, text messaged, or emailed me when they went into the room to clean it and found all of my stuff still there. All of my toiletries were in the bathroom just so I could use them, and the rest of my personal belongings were in the room including my laptop. But no, no one took the time to do that. This is the kind of customer service I would expect from a Motel 6 or Super 8. Not a Hilton property!!!

Needless to say, I will be staying somewhere else when in Jacksonville from now on. Two nights of interruptions because of the dog, my personal stuff being packed up and removed from my room, the extension of my stay being ignored by the overnight staff, and worst of all, absolutely no professional customer service from the staff the day that they pulled all of my stuff...