Tru by Hilton Atlanta NW Kennesaw — Hotel in Kennesaw

This place was amazing. We stayed for two weeks after closing on our house, and I am so glad we picked this hotel. The lobby is modern but not stuffy, and has workstations I used daily for virtual meetings. There is a bar (open weekends and some weekdays), pool table, and their breakfasts are great. The pool outside is big and lovely and has nice seating around it. There is a decent fitness center, and a laundry room with a couple of washers and dryers (they were about $3.50 each per load, but they worked really well!!). The hotel is located next to the mall and in close proximity to other shopping and restaurants, and really close to KSU and the stadium. There is a Walmart about 5 minutes away, and a number of other options for groceries nearby. It is also close to I-75 and I-575 for convenience - but if you’re sensitive to sound, keep that in mind. You will hear interstate traffic noise. We sleep with a sound machine, so it didn’t bother us. We had a dog with us, and they do charge a pet fee, but it was reasonable and hassle-free. The room was not overly huge - two queen beds and a bathroom, with a mini-fridge. The TV was big and in the middle of our stay got updated to a smart tv with Netflix and some other apps we could log into. The room had some thoughtful touches - like room under the corners of the bed just the right size for a carry-on suitcase. The bathroom was nice and clean, and had squeeze dispensers for the soap, shampoo, conditioner, and body wash. (Yay for no little plastic bottles floating in the ocean!) But the real shining star at this hotel was, hands down, the staff. I observed them the entire time we were there, and was amazed. It is clear they have a stellar team of people. From the front desk, to the breakfast and bar staff, to maintenance and housekeeping - everyone was SO friendly and helpful. Every time I had a request - and I had some weird ones - it was greeted with a smile and a solution. I never saw any tension between the staff; I never saw them frustrated with a customer, or a customer frustrated with them. At the end of our stay, I felt like I was leaving...

I could not be more disappointed by this Hilton property! when we arrived at the Kennesaw Tru by Hilton on Friday evening around 7:30pm, we checked in and headed up to our room. As we unloaded things the smoke detector was loudly chirping every 30 seconds with the low battery alarm. We had to call down to the desk and they sent someone up to fix it, and we went to visit with our family for the evening. When we went back up to the room later that night, exhausted after our 13 hour drive, we were thankful it wasn't chirping anymore. Unfortunately, that was short-lived as it started back up around 4:00am. I attempted to put a pillow over my head and sleep, but my daughter and I could not sleep with the alarm going off in our room. We went down to the desk and talked to the desk attendant who was incredibly sympathetic, but said that the facilities staff wouldn't be in until later. He kindly offered to change the battery on his own, then discovered that the hotel was completely out of smoke detector batteries. We decided he could just remove the battery to at least make the noise stop so we could finish our nights sleep, but it was discovered that it was hard-wired and the chirping was not able to be stopped until facilities got in. At that point, my husband and son vacated the room as well until we could get it the alarm to cease. They got the alarm fixed around 9:00 or so, but we really couldn't go back to bed at that point, so we pretty much lost half night's sleep. Unfortunately, there is no management present on the weekends at this Tru by Hilton(strange). The desk staff throughout the weekend was so great and ensured us that multiple notes had been put in the system regarding our unfortunate experience, and that the General Manager, was the only person that could adjust our charges. I reached out to her Monday morning, and she did not respond. This lack of concern for customer experience is not at all what I have experienced before at Hilton properties. Update: I contacted the Hilton customer care and thankfully they took care of it. Still no reply from the actual...

First time staying at a Tru Hotel and also a double branded Hilton hotel. Once entering, it is unclear that everyone checks in at the same desk. I have stayed at other double branded hotels, and they had two check-in areas. I had 1 regular room and 1 accessible room with a tub. This hotel is dirty and seems worn. Their is an odd smell when you step off the elevator on the second floor. The accessible room 231 had worn sheets, bedspread, dirty walls and hard to squeeze soap dispensers. The counter top in the bathroom has something sharp in the middle that will poke you that is part of the counter top. The T.V. in the room did not work, so I had to have a staff member come up to the room to address that. The room is very minimal, with no pictures on the wall, poor lighting, no closet, just hooks to hang your clothes on, no microwave but at $143 a night it should at least be clean. After checkout, I did the survey and asked for someone to call me. I also called the hotel and left several messages for a member of management to call, and after a week, still nothing. So I called a gain and finally got Rodney. Rodney was one of the most rude, condescending people I have ever talked to about an issue. He cut me off every time I tried to say anything. I asked him who the GM was, and he said Betty. I asked to speak to her, and he said she does not speak to guests. WOW, a hotel manager who thinks guests are beneath her. So, I guess in TRU reality at this hotel, guests dont matter. I have stayed at many Hilton properties, and the GM has always been available if you needed something. So I asked rude Rodney, who managed the property, and he said Vision Hospitality. Why they have hospitality in their name is beyond ne because they did not extend it to me. Anyway, no suprise rude. Rodney said he did not know the number to his corporate office, so again, I asked to speak to Betty, and again, he said, like, I said she dont...