Tru by Hilton Lithia Springs — Hotel in Mableton

My daughter's team had a flag football tournament and we all decided to stay at the Tru hotel, which was about 20 minutes away from the location of the tournament. You can tell that the property is fairly new. The outside landscaping is nice and well kept. The lobby is also nice and clean as well. There is ample space to sit as well as a pool table. We decided to bring our dog to save the cost of boarding him in a kennel. The cost for a dog 1-4 days is $50 which isn't too bad. FYI, there were signs all over the hotel (all entrances as well as the elevators) stating that you must register your dog or you would be evicted if they discover you have a dog that is unregistered. ||The rooms were clean and had a minimalist appearance. The bathrooms were nice and we really liked the liquid hand soap and lotion readily available near the sink in the bathroom. We also liked the shampoo, conditioner and body wash being available in the shower. I honestly have no complaints about the bathroom, it's like they thought of all of your needs. As for the room, itself, there was ample space to put your luggage and extra items, however, there isn't a closet. There is only a pole coming down from the ceiling and going into the wall to hang your clothes. We were not a fan of the closet situation. We did, however, like the various hooks on the wall to hang miscellaneous items such as bags. There was also tons of plugs throughout the room so we did not have to fight over plugs like we have to do at some hotels. The beds were clean and comfortable as well. My only other complaint about the room was the refrigerator, it did not have a freezer so we couldn't freeze our freezer packs for the games. The room also did not have a microwave which is usually pretty common now for hotel rooms so that was a little disappointing as well.||As for the breakfast, unlike most hotels that provide free breakfast, they did not have a Belgian waffle maker, but instead an automatic pancake maker, which I actually think is neat but my daughter does not like pancakes and was not happy with the breakfast options. It would have been nice if they would have squeezed in a waffle maker as another option. Every day they also had hot oatmeal and grits in a container with various toppings that you can add to them, which was nice and not usually available for free breakfast at hotels so I was impressed with that. My only other complaint about the breakfast was the boiled eggs. I'm not sure if they were previously frozen or not but they were downright disgusting and rubbery. Very weird texture and taste.||Lastly, biggest complaint was the fact that they did not have a laundry room, which we use to wash our kids' uniforms after a day of games. Everyone had to wash their uniforms in the sink and let them air dry before the game the next morning. That's not something that we usually check for but I will be sure to check for that from now on when selecting a hotel for a tournament.||Other than that we had a great stay and would definitely return if we will be in the area again, except for...

This wasn’t the worst hotel, but I was left disappointed overall with our stay. Typically we stay in more budget conscious hotels around $100 a night, but we decided to spring for a nicer hotel since we had a shorter trip. Tru was around $150 a night so we had higher expectations.

We arrived Wednesday evening and were told that the water was having issues at the property- this meant no pool access, no laundry, and no water or ice machines, but were told we could still use the shower and bathroom in the room. We were also informed that because of this issue, the free breakfast included with our stay would not be available. The front desk worker was very apologetic, and we do not blame her for the issue, but that was rather disappointing to hear after a 13 hour drive.

Later that same evening, once we returned to the room after getting dinner, we discovered the floor of our unit was sticky. Not a little sticky in certain spots- sticky all over the room, especially at the foot of the bed. We called the front desk to inquire about switching rooms due to the floor, but were told the hotel was completely booked, so no other rooms were available. We instead asked if housekeeping could come the following day (Thursday) and clean the flooring to get rid of the stickiness. The front desk girl said she would leave a note for housekeeping to see in the morning, apologized, and asked we call back the next morning to make sure housekeeping received the note she would leave.

The following morning (Thursday) we called the front desk again to ensure housekeeping would see the note as we had been instructed the night prior. The front desk assured us it was there, and housekeeping would be notified. We were also told the water issue was still not resolved, so no breakfast would be available, but that it should be corrected for breakfast the next day (Friday). Later that night (approximately 11 pm), upon returning to the room, it did not appear any housekeeping had been in the room, nor had any mopping or cleaning been done to the floor. Instead, we bought house shoes to wear around the room for the remainder of our stay. Both Friday and Saturday morning did provide breakfast, so it appears at least that issue was resolved.

While the staff was friendly and we had no issues with them, it was rather disappointing to spend the extra money for a nicer hotel and be greeted by plumbing issues, missing amenities and a partially unclean space. We expected more given the higher price and claims of quality by Tru as a brand.

Not the worst stay in a hotel we’ve had, but I don’t believe we’d spend the money to return to this...

My stay on 09.22.2022 was fine. When we checked out, the room 2 doors down was being cleaned. We get home and realize my wife had left her toiletry bag hanging on the towel hook behind the bathroom door. I immediately called and the lady I spoke with said she would check and to call back in 30 minutes. I called back and she said it wasn't there and it was likely locked in housekeeping. Since she was able to check, this likely means no one was already checked into the room in which we stayed. I called back in the morning and they said they had found it. I asked about shipping and she said the manager would have to call me back with that info. This was on a Saturday. He never called. On Monday I called to get an update. I hung up after being on hold 15 minutes. I called back a few hours later. The lady went to check and couldn't find it, but found something of the same color as the toiletry bag. She texted a photo and that wasn't it. I called back again and basically told I was out of luck. I was transferred to the general manager's voicemail after asking twice. I explained the situation in detail including that an employee whose name I wrote down didn't see it in the room hours after I left, housekeeping would have been to our room shortly, and now this item, which we know exactly where it was left is now no where to be found. 48 hours later and no return call. I only book rooms with Hilton, when possible, and have 20 stays this year. This is frustrating, both because it's gone and their lack of interest in being of assistance. It's taken 7 separate calls just to get to this point.

EDIT: 3 hours after making the post, the manager called me back. He had the lost item. He was very apologetic that his people kept making me call them, that they didn't know the protocols for where lost items were stored, and that at the end I was told "I don't know what to tell you." The item was shipped out the next day and I received it today. It still should not have taken a public post like this to get a return phone call. I was told on Saturday that I would get a manager call to confirm how to ship the item, then after leaving a VM on Monday when I was told they didn't have the item, I got a call back on Wednesday following the...