Tru by Hilton Miami West Brickell — Hotel in Miami

I wouldn’t trust Hilton again. I recently went through some serious personal issues and had originally planned to stay in Miami for one night. Unfortunately, due to unexpected circumstances, I had to cancel everything my train from Orlando, restaurant reservations, and other plans. Sadly, I somehow forgot to cancel the hotel reservation, and till today, I can’t understand how I overlooked it. Last night, I received an email asking how my check-in went, which completely caught me off guard and I immediately panicked since I never arrived. I immediately contacted Hotels.com, the third-party site through which I made the reservation, to explain the situation. Their agent was kind and attempted to help me by contacting the hotel directly to request a refund or cancellation waiver, but Hilton refused. The Hotels.com representative then suggested that I reach out to the hotel personally. When I called the hotel, I was told to speak with a manager the following day. I did so and asked if they could offer a one-time courtesy refund, a partial credit, or even a Hilton Honors account credit. Unfortunately, the manager, Pedro I believed, was dismissive and did not allow me to fully explain the situation. His only response was that they had “saved the room for me,” and that was the end of the discussion. His tone was cold and indifferent, showing no empathy or willingness to listen. This is also in my opinion a reflection of Hilton's overall culture which is quite disappointing. Additionally, I am certain the hotel was not fully booked that night otherwise, the manager would have mentioned it as justification. Also, It’s common knowledge that hotel chains often give preference to guests who book directly and that they also frequently overbook rooms something I’ve personally experienced before. I travel frequently, and there have been times when I arrived late to hotels booked through third parties, only to be told that no rooms were available, even though I had a valid reservation. That's why I find it especially disappointing that a company of Hilton’s stature wouldn’t even have the decency to hear a customer out before making a decision. It is disappointing that a company of Hilton’s stature failed to demonstrate even basic empathy or flexibility, especially when a loyal traveler makes an honest mistake during a difficult personal time. This experience has shown me how easily a company can lose a lifelong customer by failing to handle a small issue with compassion and understanding. This $207 loss will unfortunately impact us financially this month, but it has also made it clear that Hilton and all it's Hotel brands will no longer be part of our future travel plans ever again. I’m only one person, but I’m sure I’m not the first to experience this kind of poor treatment from Hilton. Customer care and retention should be a priority for any reputable brand, sadly, Hilton failed to live up to...

Disappointed Wedding Experience – Will Not Return for Our Anniversary

I’m writing this review nearly a year after my wedding. We stay from June 27- 29 2024. As my anniversary approaches, I feel compelled to share why I will not be returning to Tru by Hilton.

For what was supposed to be one of the most memorable and joyful times of my life, this hotel experience was anything but. I spent a significant amount of money reserving multiple rooms for my family and friends for our wedding weekend. Prior to our arrival, I personally spoke to the sales manager and was assured they would help make our stay—and particularly our wedding night—special. I requested a surprise in our room for my husband, something thoughtful to commemorate the occasion, and I was told it would be taken care of.

Unfortunately, not only was the surprise gift not in our room, but it was mistakenly delivered to the wrong room due to a mix-up in their system. The guests in that room received the surprise instead. When I inquired about it at the front desk the night of our wedding (June 28, 2024), I was told flatly, “We don’t do that here.” I explained that the manager had assured me they did, and I was met with complete dismissal.

As if that wasn’t enough, the following morning—while we were at church—they called us saying we needed to vacate our room, even though it had been fully paid for. This created so much unnecessary stress during what should have been a peaceful morning. We rushed from our church communion back to the hotel only to be told, never mind, we could keep the room. All of this confusion was due to their system not properly verifying the rooms, which also led to the mishandling of our wedding gift.

To make matters worse, when I brought the missing gift to the front desk's attention the next day, the woman said, “Oh, you didn’t get it?” and proceeded to describe how nice it was—then offered me a free lemonade ice tea as consolation. A free drink? What an insult. That doesn’t make up for the gift being given to someone else, the embarrassment, the rushed trip from church, or the emotional stress on our wedding weekend.

This experience deeply impacted what should have been a beautiful, memorable celebration. Now that our anniversary is approaching, and we’re returning to the area, I will be staying elsewhere. I hope Tru by Hilton takes this feedback seriously, as no couple should have to experience this kind of disorganization and lack of care during such a meaningful time in their lives.

Im giving two stars instead of one because the hotel was clean despite their sub-par customer service.

— A very...

A Truly Exceptional Team That Made Our Stay Unforgettable!!

From the moment we walked through the doors of Tru by Hilton Miami West Brickell, we were greeted with warmth, professionalism, and genuine hospitality. It’s rare these days to encounter a team so dedicated to ensuring guests feel valued, but Hassan, Hillary, Joaquin, Yissel, Migdaliaa, Silvana, and Luis went above and beyond in every way possible.

Hassan was the first to welcome us, and his attention to detail and upbeat energy immediately set the tone for our stay. He handled everything smoothly and made check-in feel effortless. It’s clear he takes pride in his work and truly cares about guests’ experiences.

Hillary was simply incredible—kind, patient, and attentive. She made us feel like family, always checking in to see if we needed anything and offering genuine conversations that brightened our mornings. People like Hillary are the reason guests keep coming back.

Joaquin impressed us with his professionalism and willingness to help at every turn. No request was too small—he handled everything with a smile and a “no problem” attitude. His dedication did not go unnoticed.

Yissel is an absolute gem. She has this calming, positive energy that instantly puts you at ease. Her knowledge of the area was a bonus—her recommendations made our visit to Miami even more memorable.

Migdaliaa was exceptional—friendly, efficient, and always ready to help with anything we needed. Her hard work behind the scenes and in person made a real difference in our stay.

Silvana brought such a genuine kindness to every interaction. You can tell she truly enjoys making guests happy, and that warmth radiated every time we spoke to her.

And last but certainly not least, Luis—a true professional. His attention to detail, helpful nature, and kind demeanor stood out. Whether it was handling a special request or just checking in to make sure everything was perfect, he did it all with grace.

What made this team extraordinary was how seamlessly they worked together, creating an atmosphere that was not only welcoming but felt like home. They didn’t just provide excellent service; they delivered memorable experiences we’ll be talking about long after our trip.

We’ve stayed at many hotels, but it’s rare to come across a team this genuinely caring, attentive, and dedicated. Tru by Hilton Miami West Brickell is lucky to have them, and so are the guests who get to experience their hospitality.

Thank you, Hassan, Hillary, Joaquin, Yissel, Migdaliaa, Silvana, and Luis—you made our trip unforgettable. We can’t wait...