Tru By Hilton Milford Cincinnati — Hotel in Milford

I recently stayed at Tru while in Milford for a series of work meetings.||||On the morning of the second day I left the property for work at approximately 7:30am and returned at approximately 11:30pm. Shortly after my return, I went to prepare my clothes for the following day and realized my suitcase was mostly looted; all my clean clothes for the remainder of the trip were gone with the exception of a pair of jeans. I immediately went to the front desk to see what was going on. ||||We were greeted by a friendly front desk agent, however, she was pretty new to the property and didn’t exactly know what to do or how to handle the situation. I informed that my clothes were stolen from my room and something needed to be done about it. I was livid because I no longer had clean clothes to wear the following day, it was too late to shop for replacements, and because my clothes are not inexpensive; my shirts alone retail for $125 each. When the front desk agent seemed to hesitate on what to do, I informed there are two cameras outside my room. I asked her to please look at the surveillance based upon the electronic capturing of who keyed into my room while I was gone; there should’ve been data to show the time someone keyed into my room and match that time with the surveillance and call the police. Instead, she called the front desk manager who was offsite.  ||||I ended up speaking to the front desk manager who totally gaslit me and who offered scenarios in an attempt to have zero liability on the hotel’s part. The front desk manager claimed: ||I gave someone my ID to gain access to my room in an attempt to defraud the hotel. ||Someone hacked my Hilton Honors account and downloaded an electronic room key to their device. ||I advised the Hilton Honors number is a joint account with my mom||The front desk clerk said my mom must’ve come by. ||I explained my mom (and I) live in California and it’s impossible that she’d be in Milford, but just in case, I called my mother and in fact, she was in California. ||I asked the front desk manager the same question I asked the front desk agent, to please look at the surveillance at the time someone keyed into my room, capture an image of the thief, and call the police. She informed she couldn’t do that and she also wouldn’t call the police; it would be up to me to do. When I asked if it could’ve been an inside job, the manager totally defended her staff, citing all kind of Hilton rules, but the fact was, someone gained entry to my room without authorization and stole all my clothing. I gave the phone back to the front desk agent who then left the immediate area while talking to the manager. During this time, a random woman was outside the now locked lobby door needing access to the hotel. The agent granted entry and the random woman said she lost her key to room 412. I was shocked. That’s my room. I told the front desk agent absolutely not.  The front desk agent again left the area to continue the phone call in private, I called the police, and the random woman went upstairs somewhere, but came back with most of what was missing from my room. ||||The police came and it was determined the random woman was in a room registered with a very similar name as my room registration. The front desk agent told us that my room was keyed into just before 10:00pm while I was still gone and that the error was made by the front desk agent working the previous shift. So there it was. The previous shift front desk agent did not pay attention to details. The front desk manager had already commented that anyone requesting a new key would have to show ID. The ID shown would have read ABC while my the spelling of my room was XYZ. It was also determined that the random woman was staying in room 407. The police and myself went to room 407 to see if perhaps we could find the rest of my belongings and also to ask why they entered a room that wasn’t theirs and left with items not belonging to them.  In the end, the occupants of room 407 were evicted from the hotel. ||||I eventually left room 407 with some pajamas but couldn’t locate one shirt I purchased Sunday from Dillards. I later realized another shirt also purchased Sunday from Macy’s, an existing electric razor and some moisturizer were also missing. ||||I’ve been going back and forth with Hilton for a month on this. They eventually told me to contact the hotel. I tried to speak with a front desk manager or general manager while I was onsite, but to no avail. I’ve also called several times and wrote an email to an address Hilton provided, which to date has gone unanswered. ||||I urge everyone reading this to not stay here. In fact, I’m going to ask my employer to issue a travel advisory also suggesting colleagues from around the world do not stay at this property as it is unsafe and the hotel isn’t responsive. During this same trip, some colleagues stayed at the very nearby Straybridge Suites and informed the property and rooms were clean and also featured a complimentary buffet-style breakfast every morning. ||||As documented in the police report (photo attached), this incident was the fault of the hotel. Property management and its owner, P3K2P, LLC need to take responsibility for the error of...

We had the worst experience at this hotel. Not only are the staff rude, including the General Manager, but things were not working properly in the hotel and the rooms were dirty, had bugs crawling in the rooms and have not been taken care of. We booked two rooms for April 12th and 13th and were checked into our rooms just after a 5pm arrival. After going to sleep on the night of the 12th, we heard someone trying to get into our room and attempting to open the door. We then received a phone call after 11pm waking us up from Kay, the General Manager. She was very aggressive and yelled at my husband stating we were in the wrong room. She said our names were not listed for the room and she needed him to immediately come down to the front desk to verify his identity and confirmation for the rooms. He gave her our last name and she continued to state that she had people trying to check into the room and that the employee earlier in the day that checked us in should not have given us the two rooms we booked. They checked into their rooms earlier in the day via digital check-in but the employee that checked us in assigned us rooms 403 and 404. He verified our confirmation upon check-in, had my credit card info, I scanned my credit card to pay for the room and signed a paper confirming the room rates. My sister-in-law was staying in the 2nd room and had someone trying to get into her room after 11pm as well and were beating on the door. She also received a phone call from Kay, the General Manager yelling at her saying she was in the wrong room and needed to come down to the front desk. Kay told her she was checked into the wrong room and they needed to move our rooms so the other guests could check in. We both told Kay we would not come down to the front desk and it was not our fault her employee checked us into those rooms. ||||The following morning my husband complained to the front desk and asked to speak to the Manager. They informed him that Kay, the person who called our room the night before was actually the General Manager (she did not tell us she was the GM when she called our rooms). They told my husband that the employee that checked us in the afternoon before was a new employee and was working by himself. She told my husband that he checked us into the rooms that someone earlier in the day had already checked into using a digital key and that Kay had to come in at 11pm because she had very mad guests because they could not get into their room because we were already in them. They informed him there was no one else to complain to because Kay was the actual owner of the hotel. I explained that this hotel is using a Hilton name and while it may be a franchise, there must be someone we can share our concerns with. Not only did we have a horrible experience with Kay, we had bugs crawling around in our room on the floor and the wall (I have videos), and the filtered water system they had outside of the gym was not working and was just sitting on the floor being taken apart. I asked the front desk if there was a place I could fill up my water bottle and she gave me one bottle of water for "all of our inconveniences." The other person at the front desk then told her she was not authorized to give anyone a bottle of water. I heard her explaining that we had a terrible experience and that person said that he didn't care and she should not have given us anything. Our room was dirty, the bathroom wall was coming off from water damage, the floors had dirt on them and were not cleaned properly. Even though there is a sign at the front desk that states "A clean comfortable place to stay and service with a smile. If it's not our best, please let us know. We promise to make it right or we'll cover your night." They did not live up to this promise. No one apologized to us, we had no one to complain to and it was unacceptable the General Manager of the hotel woke us up by yelling at us and aggressively telling us to come to the front desk because we needed to vacate our rooms. We spent over $1,000 on the rooms for two nights and it was money completely wasted. I would NEVER recommend this hotel. It was horrible and no one attempted to make it...

TRUly terrible experience – NEVER AGAIN If you are concerned about COVID, DO NOT STAY HERE!!!!!!!!!!!

I recently stayed 3 nights at the brand new TRU by Hilton in Milford, OH. My son and I were in town to visit some colleges, and I tried to book the Homewood Suites by Hilton in Milford (where we have stayed before on several occasions), but it was sold out due to a collegiate rowing competition taking place this weekend. I then booked at TRU, and had high expectations since this hotel has only been open for 4 weeks.

As soon as we entered and checked in, I knew we were going to have issues. The young man checking us in, Daniel, was not wearing a mask and there was no plexiglass surrounding the guest check in area. There is currently a mask mandate in effect in the state of Ohio. While this really disturbed us, we knew the other local hotel was sold out. I decided in the morning I would visit the front desk and speak to a manager about Daniel and his not wearing a mask.

The next morning, I went downstairs to get coffee and talk to the manager, and was shocked to see both ladies behind the counter with no mask, and the food service woman who was bringing out a new pot of coffee with no mask. How is this even possible, when other local businesses in a 1 mile radius (Target, Starbuck’s, Wendy’s) are closely following state and CDC guidelines????

Later that evening, I returned to the TRU, only to be greeted again by maskless Daniel. When I went to my room, I was disturbed to find that housekeeping had entered my room to clean without my requesting it. Displayed on the full length mirror in each room is a sticker indicating that your room will not be cleaned unless you specifically request it from the front desk staff.

The next morning, I went to the front desk to speak to a manager about this. Not surprisingly, the manager (Cindy) was not wearing a mask. I expressed to her how upset I was about my room being entered and she asked if I had put out my “do not disturb” door hanger. I explained that I hadn’t because the signage in the room clearly indicates that they will not enter without first scheduling it. She seemed surprised by this information. I don’t believe she has read the COVID protocols Hilton is wanting her to enforce. I will say there are a lot of people in this area of Clermont county who don’t want to abide by government rules. That is one thing if it is your individual decision, but if you are in charge of a hotel, by God, you should be enforcing the local mandates. I was very transparent with Cindy, telling her how shocked and upset I was by her hotel not following local guidelines. She muttered something about seeing what she could do about it.

On our final day, no surprise, another maskless employee checked me out of the hotel. On my way to the airport, I decided to stop by the Homewood Suites to see how they were handling protocols. On the entrance door there was clear signage that masks were required. At the check in desk, behind plexiglass, stood the manager, wearing a mask. I spoke with the manager and shared my terrible experience down the road. She did tell me that Homewood Suites and TRU are managed by different groups. But to the average consumer, they both have the Hilton name on them.

As a side note, I did call the Hilton customer service department on day 2 of my stay. When I shared my experience with the rep, she said she’d pass the call to a higher manager. The call was transferred, and after 35 minutes on hold I figured out that they just did not want to deal with me and the issue. Thanks Hilton. Great customer service. Way to deliver on your promise of “a clean comfortable place to stay and service with a smile”. “If it’s not our best, please let us know. We promise to make it right, or we’ll cover your night”.

I will never ever be staying at the TRU hotel in...