Tru by Hilton Mobile — Hotel in Mobile

My wife and I stayed at the Tru Hilton hotel in Mobile, Alabama. The hotel was dirty, had damaged linen and furniture, toilet plush intermittently, and staff was unprofessional. Even though our first-floor room was not available during check-in, we took a third-floor room instead. However, we experienced in room 301 that the water pressure was very low causing the toilet to not flush properly. The hotel did try to resolve the issue and gave us another room in 329 down the hall on the same third floor. Despite this, that room too had the same problem as the previous room, toilet pressure low along with the shower. In knowing this, we asked, Kimberly, at the front desk to switch us back to our original room based on better shower pressure and the fact there were no more rooms available according to the front desk. My wife and I had to relieve ourselves in the public restroom on the first floor due to the toilet issue. According to an employee at the front desk, her manager, Tyanna. told her the next morning over the phone to have us escorted off the premises by the police. This was based on Tyanna telling her that there was a log on my wife showing she was causing problems for just asking for basic information such as when will maintenance be available and requesting clean towels. My wife felt discriminated against by the same employee who was told to call the police because she stated, “She is supposed to be with the church.” It seemed like she had something against being religious. There were several witnesses there that can verify that there was nothing warranting the police to be called. In addition to this, the lady at the front desk had a nasty attitude and pre-judged from the beginning once reading the log showing our room concerns over the holiday weekend. In knowing this, my wife has tried to reach Tyanna, who is the assistant manager, several times through phone and email to get zero results. During our stay, the employees either constantly stayed on their cell phones, did not answer the phone at the front desk, and/or ate while engaging with customers at the front desk. This is unacceptable for the money you pay and needs to be addressed immediately. We are Disabled Veterans who are seeking answers for this unwarranted behavior. Even though this hotel is independently owned and operated using Hilton’s name, the General Manager, Friday, enable poor behavior from her staff by making excuses and beware of...

This bad review is based more on how this hotel will coldly refuse to work with a long time repeat customer rather than give a little bit in a human situation to maintain good customer relations. Corporate America, big machine - too unfeeling, unhuman kind of story here. I'd rather these companies be able to see a good relationship with a customer and do things to be human and nurture those relationships. That's how I run my businesses, and I've never regretted helping a customer.

The hotel is clean - nice place but just be very careful because if something goes wrong - they will be very difficult and uncompromising to work with.

Here's the story - -

We've stayed at this hotel several times during our once or twice trips to Texas from NC over the last years. We needed to change a reservation this time due to scheduling and they refused because I had bought a particular type of reservation that didn't allow changes. Ok - I lost that $120 but I didn't give up on them yet - just needed to watch out for the fine print.

When we arrived at the new date for our stay - we woke up at 2:00am because the room was too hot to sleep in. The thermostat on the wall looked OK but the air unit had what looked like 'LE' on it and wouldn't turn on. At 2:00am - it didn't make sense FOR ME to try to move to another room or get someone to fix it. We would have not been able to get enough sleep anyway. Being a human - if I wake up at 2:00am uncomfortable - it's very difficult for me to get back to sleep. So we decided to just leave and let the girl at the front desk know the AC wasn't working.

After I got home - I navigated my way through the ridiculous path of speaking to the right person - click here to have someone call me - got the call 5 minutes later which put me on hold 8 minutes to wait for a rep - the rep told me I needed to speak to someone else. I then spoke to someone else who connected me with the GM at the hotel in question. I requested either a partial or full refund for the stay and the hotel refused saying they had someone else stay in the same room after us and the air worked fine. That didn't change my experience at all?!

They didn't care - they kept their $120. I will find something else entirely. And it seems their '1 Star' reviews here are growing in numbers. - Hmmmmmm...

Hello, Husband and I was very dissatisfied with this hotel from 12/12/24-1216/2024. We arrived safely thank God. We went up to our first room; beds were not made, pillows on the floor. We went downstairs to let them know. OK, they gave us room#323. Ok, we went in to adjust our room temp for comfort. After the first night went by, I had to keep getting up to turn the AC on and off. The temperature would rise to 82- 83 degree.Finally we cut off the unit and the room still got hotter. I took a picture of the thermostat. I didn't think to let them know, I passed out earlier with seizures. My seizures take away my memory, I forget. It started with my auto accidents. I was hit by a Tractor Trailer while sitting at a red traffic light. Mom passed away recently, no memory of her funeral. I showed her love while she lived. I had grandkids, i forgot about them, etc...Twenty years later, I get to see life all over again and travel with God's money!! God is keeping me!! I'm relearning to learn again daily. John's Hopkins did research on me; and my husband had a hemmorgic stoke recently, his memory is messed up too. 🙏 God is keeping us!! So when we signed out yesterday Monday, December 16th 2025 around11:30AM. The nice you man asked how was our stay? We explained what happened. He said I'll get the manager. We said ok. Manager, Ms Friday Sayasy came out and heard our complaints. She said why didn't you let us know. I said I'm letting you know now. She called the heating and AC guy. He came back and said the same thing we said. Ms Friday, for some apparent reason didn't want to hear my voice. She told me to get out of the hotel and she was going to call the cops on me. I said nicely, call them. I said, I can't get up I'm dizzy, I'll fall on the floor. Thank God, I didn't have a seizure in the Tru Hotel lobby...All this over their one question: How was your stay? I thank God for a daily prayer life, love and honesty 🙏 Jesus is keeping the true record of everyone daily. Thank God for Jesus! He'll fix it. I've never complained about a hotel ever. I've traveled many many places. Never complained until yesterday, when they asked the question. How was your stay? God bless you Ms Friday and your staff. With much love and...