Tru by Hilton Brooklyn — Hotel in New York

I would like describe a recent disastrous stay that I had at the Tru hotel in Brooklyn, New York from March 29 to April 2. ||Our stay was booked with a combination of points and also pay for individual nights in the hotel. Prior to arrival on Saturday I was contacted by the true hotel stating that they had oversold the rooms with two queen beds and ask, would we be amenable to staying in two different rooms with king beds. I reluctantly accepted this as we were traveling with two small children. Upon arrival to the hotel and checking in our room on Saturday we arrived at our rooms and one of the rooms doors was completely open with a doorstop underneath. The window was also open on the room. I then went back down to the front desk to ask the people if this was normal because that was the only room on the whole floor with the door propped open. They reassured me that it was likely just after the room had been cleaned to refresh it. I then had to get one of the people at the front desk to bring a key up to the room to close the window and lock it. We put our luggage in each of the rooms and then left for the evening to go eat dinner. When I arrived back to the room and open the door, it smelled like people had been Smoking in the room just prior to my arrival. I went back down to the front desk to notify them of this information and also to let them know that I was sure that this was the reason for the window and the door being open when I arrived. They apologized and then offered the explanation that many of the patrons of the rooms don’t follow the rules. I informed them that this had nothing to do with me as I did not want to be charged extra for the room, nor should I be given a room that they obviously knew had been smoked in (since the door and window were open when I arrived) but did not disclose this information. I then reluctantly spent the night in that room only to awaken the next morning, being more frustrated than the evening before, because the room still wreaked of cigarette smoke. Additionally, the other room that my family stayed in also did not have a working air conditioner throughout the night. I informed the front desk of this in addition to reinforcing tremendous displeasure with my room smelling like cigarette smoke. They again apologized and then stated that a manager would contact me that day.||We then left the hotel that Sunday morning for several hours, which was then followed by phone call from the hotel stating that I had left things in my room. I informed them that we were staying for four consecutive nights and that I should not need to remove anything from my room since we had a reservation. They apologized and then said that they now see the reservation for the additional nights in the hotel. We then returned to the hotel several hours later and our hotel keys did not work, and we were told that we must again check back in the rooms. ||After we went back in the hotel rooms, my belongings had been removed from my room. Thus I returned to the front desk to inform them of this information. They apologized and had the belongings behind the front desk and then returned them to me. I then got them to come back up to the rooms to smell the cigarette smoke, then they finally moved us back to our originally planned/booked single room with two queen beds. I also again reiterated that I had still not received a call from a manager to which the people at the front desk stated that there are no managers on site over the weekend. One of the front desk workers who was present that morning while I was being told that I would be called later that day by manager also confirmed this information. I told her that she was present and standing there whenever they told me a manager would call me earlier that morning. Her only response was, “ this is the truth, there are no managers working on the weekends”. I then asked her and the additional coworker why I was told that I would receive a call from a manager if this was indeed true. There was essentially no response given to my question.||We left the hotel again Monday morning to go around and see the city. We return several hours later to the hotel with my wife and one child arriving before myself and the other child. Upon returning to the hotel, again the keys did not work to the room. My wife then went to the front desk to ask about getting new keys. She was told that she could not receive any keys since her name was not on the reservation. They then called me on to ask if it was OK to give her additional keys to the room. I stated that this was indeed OK and then they asked me to verify my address on file. After giving them my home address, they then stated that that was not the address that they had on the reservation. They stated that the address they had on file was “10190 Covington cross road l|Las Vegas”. I informed them that I do not, and have never lived in Las Vegas. The front desk worker asked if I had made any reservations through Expedia, And I said no that I had not made any reservations through Expedia in probably over 10 years. They then fixed the address on file and allow us to check in the room. I reiterated to the worker that I still had not received a phone call from a manager, he apologized and then stated that hopefully I will be quickly contacted and compensated for this disastrous/disappointing hotel ordeal.||We then got up again on Tuesday to go explore the city more. Upon return that afternoon our keys again did not work to get back in the room. We went back to the front desk again to get more keys made. I informed them again that I’d still not received a call from a manager.||We are now back home 4 days after leaving New York and I have still not received any calls from hotel management or any follow up on all of the issues we had. This is the by far the most disappointing customer service and hotel stay that I have ever encountered. The rooms for the stay were far too expensive (approximately $350 per night, and approximately 50,000 Hilton points per night) to have received no correspondence/compensation/explanation from hotel management to date. My level of frustration and disappointment at this point is unrivaled. I would strongly recommend against anyone staying at that hotel given my tremendously disappointing stay, no correspondence from management, and a lack of compensation for the many disappointments we have encountered at...

We booked this hotel because it looked great online and the location was good. We drove from Montreal and checked in around 11 pm. First of all when you walk in this hotel, it is more like a motel and front desk staff just looks like they’re some random people chilling. After a long day of travelling, we just wanted to relax in our room. We got a room in the BASEMENT. Yes, basement. Never in my life did I even think that was possible, especially at the rates they charge. We accepted with the condition to change room the day after. We got to the room and the room is ugly and everything is extremely cheap and it was cold. My husband went to the washroom to freshen up before bed. I first noticed some dust and small hairs on the night table which I just dusted off. Then I started looking at the pillows. There were plenty of short hairs on the pillows. Again, I didn’t want to create a problem, as it was late and we were tired, I started taking them off. What I could not accept though was the following: I noticed on one section of one of the pillows that it was very wrinkly and bunched up. I ran my fingers across the area and I felt something dried and crusty. I took the flashlight on my phone and it was something clear, glossy and dried up (looked like some bodily fluid to me). Then with my flashlight I started looking under the nightstand and it was full of dust and hairs and a dried up dead medium insect. I was completely REPULSED. I told my husband that we have to go right now and we’re not staying here. We went to the front desk and I showed him the videos I took and he refunded us. At this point it was now midnight and we had nowhere to stay. Front desk suggested the hotel next door (“sister property” but not Hilton), which we went to. We were also offered a room in the basement. We went to check it out, it seemed decent, but it was extremely loud, because there is a lounge in the basement and people just hang out and talk loud. So that was a no, especially with the previous experience and seems like it’s run by the same management. Just completely unacceptable, especially for a Hilton. Filthy, unsanitary, you don’t feel safe, you don’t feel like you’re in a real hotel. We’ve travelled a lot and this hotel is simply not a hotel and they should not be charging these rates for what they offer. People go to hotels because they’re travelling and want to relax and feel safe after long days and we expect something basic like cleanliness and comfort. Literally stay anywhere else but here. Stay in your car,...

We stayed at Tru hotel Brooklyn, New York from March 29 to April 2. Prior to arrival I was contacted by the hotel stating that they had oversold the rooms with two queen beds and ask would we be amenable to staying in two different rooms with king beds. I reluctantly accepted this as we were traveling with two small children. Upon arrival to the hotel on Saturday we got to our rooms and one of the rooms doors was completely open with a doorstop underneath, the window was also open on the room. I then went to the front desk to ask the if this was normal and they reassured me that it was likely just after the room had been cleaned to refresh it. I then had to get one of the people at the front desk to bring a key up to the room to close the window and lock it. We put our luggage in each of the rooms and then left for the evening to go eat dinner. When I arrived back to the room and opened the door, it smelled like people had been smoking in the room just prior to my arrival. I went back down to the front desk to notify them of this information. They apologized and then said many of the patrons of the rooms don’t follow the rules. I informed them that this had nothing to do with me as I did not want to be charged extra for the room, nor should I be given a room that they obviously knew had been smoked in (since the door and window were open when I arrived) but did not disclose this information. I then reluctantly spent the night in that room only to awaken the next morning with a very strong smoke odor, and was even more frustrated than the evening before. Additionally the other room did not have a working air conditioner. I was assured that I would be contacted by a manager. We have been back home for 10 days and I still have not received any follow up, manager contact, or compensation (after being told this was the anticipated outcome). The hotel was approximately $350/50,000 points per night, and was definitely not worth it. My prior stays at other Hilton hotels were good, but this one was truly horrible. Amazingly angry and disappointed! Not sure if I will ever stay at another Hilton given the issues above. Find another hotel in Brooklyn and stay away...