Tru By Hilton Audubon Valley Forge — Hotel in Lower Providence Township

This was supposed to be a fun overnight stay for myself and my children. We travel a lot and this was our first stay at a Hilton property. I had call to request a pack n play ahead of my stay, and upon check-in was told one would be brought up to our room in 15 minutes. An hour later there was still no pack n play. Throughout the evening from the time we checked in at 5:30PM until 11PM we asked 6 times about the status of the pack n play. One was never brought to our room. We were told they didn't have one and were getting one from a nearby Hilton Gardens hotel, but after numerous requests it never came. It was extremely difficult to sleep without one as I felt I couldn't sleep knowing that my baby wasn't sleeping in a safe manner.

The mini fridge in the room was leaking all over the floor. I was told that would be handled as well, and it never was. So I had to deal with water constantly puddling on the floor in a small room with young children.

While the woman working the front desk on Thursday evening was pleasant, she was constantly on her cell phone and socializing. Normally this would not have bothered me, but the fact I had no place for my child to sleep and had asked numerous times for a pack n play or for the status it really upset me.

In the morning upon check out I was looking to utilize the computer to print tickets. One was out of service, I assume due to COVID and social distancing, and the other was not working at all. I had asked at the front desk if there was a way to get either computer working, and was told she knew nothing about that. There was also another guest having difficulty connecting to the WIFI who had come down to ask for assistance. The front desk woman was extremely short with him and told him he can't access the wifi in the lobby and could only do it in his room. He had come down because he was having difficulty and she made 0 attempt to assist him and just repeated to him that he needed to go back to his room and try again.

I knew due to COVID that there were restrictions on breakfast, from what I understood a bagged breakfast was supposed to be supplied, but again there was nothing.

The room itself was not horrible, however it looked as though no one had swept or vacuumed the floors, as there were crumbs everywhere. There were also splatters of something all over the headboard.

The beds were not the most comfortable as I could feel the springs in my back when I was laying down. The pillows seemed to be the most comfortable thing about the room.

I can't say that I'd be willing to stay at this Hilton, or any other after such an...

• BEWARE DO NOT STAY HERE** The receptionist "couldn't" check us in and they will NOT refund $936.00 American Express who we booked through has never heard of this happening.

I recently had the misfortune of dealing with the abysmal service at Tru by Hilton, Audobon Valley Forge. From start to finish, it was an absolute disaster, thanks to the incompetence of both the receptionist and George, the manager.

Upon realizing that we couldn't make it for the first night of our reservation, we promptly called the hotel to inform them. We were met with sheer indifference from the receptionist, who seemed clueless about handling such a situation and told us to just come the following day.

Despite our efforts to communicate clearly, the receptionist evidently failed to pass on the message to the manager, as when we arrived the next day, we were shockingly informed that our reservation had been canceled due to a supposed no-show. It was utterly infuriating to discover that our pleas had fallen on deaf ears, leaving us stranded without a place to stay. The receptionist said that due to being a "no-show" she couldnt chack us in.

To make matters worse, my son, who was part of a hockey team in town for a tournament, was left high and dry due to the hotel's incompetence. Not only did they ruin our plans, but they also deprived him of the opportunity to stay with his team, adding insult to injury.

And if you think it couldn't get any worse, think again. Despite the obvious fault lying squarely on their shoulders, the manager had the audacity to refuse us a refund, as if we were somehow to blame for their colossal blunder. It's unfathomable how such disregard for customer service can exist in any reputable establishment.

American Express, who we booked through said they have never have heard of a hotel refusing to allow the customer to use the reservation and refuse to refund funds. They are assisting us with a global complaint and investigation.

In conclusion, save yourself the headache and avoid this hotel like the plague. Their appalling service, coupled with their refusal to take responsibility for their mistakes and literally stealing money for services not rendered, make them unworthy of anyone's patronage.

Do yourself a favor and book elsewhere...

I don’t normally write a review for a hotel as it’s been my experience that you “get what you pay for” kind of scenario but after spending 3 nights here and having to stop at a competitors for 1 night in Grove City (for more $$) I wanted to shout out how great this hotel was. When you first walk in you are greeted with a mural showcasing some exciting highlights in the Valley Forge area and it sets the mood for the hotel perfectly. It felt like we were in a cool tech company lobby with cubby’s for work and foosball tables and games for play. The pool was great and the gym had everything you needed to keep up with workouts. The continental breakfast is spectacular and well beyond expectations- They have a pancake machine (big hit for kids and young at heart), eggs and meat protein (I made a breakfast sandwich one morning that was better then McDs) as well as yoghurt, oatmeal, and cereal with all the toppings (Oreo cookie crumble mmmmm). We were on a family trip (me and adult daughter) and as female travellers I have never felt safer in a hotel before. The parking lot was well lit and there was an attendant at the desk no matter what time of the day it was. All the staff were incredibly welcoming and helpful. They chatted with us asking about our plans and how are trip was going and seemed genuinely interested. I would like to call our Wanda at the desk who made sure our checkout was a breeze and sent us off with our Hilton rewards treats 😊 She was putting together plates of breakfast for those guests who couldn’t quite make it out of bed for 10am and missed the continental breakfast offering to ensure they had a good start to the day- you don’t see that level of care and service in this work often anymore and it made my day to see that there are still good people out there. If you are planning a trip to Philly (we were in the city easily by SEPTA/car) or anywhere in the Valley Forge area you would be crazy to look anywhere else. The price was well below what it should have been for the...