Tru by Hilton Charleston Airport — Hotel in North Charleston

I checked into the tru by Hilton on Sunday July 21, 2024. I was greeted by Chandra who was pleasant and made the check in a breeze. Upon my checkout date I decided to make another reservation for the following day July 22,2024 I was then assisted by Dorris . She told me to enter my card and I was charged a pending payment of 183.00 including my deposit. Upon trying to issue a key Dorris was not able to for the system prompted her to take another payment from me. Understanding the payment had just been approved by the processor she advised that she was going to get help from Chandra on what happened. Around 30 minutes later I was told to come downstairs to talk to the general manager Matthew Brummett. He explained he couldn’t see the transaction on his side and then asked me to show him it pending on my banks side, I showed him he assured me he would get to the bottom of it and sent me to the room.||As hours passed later on that evening came downstairs to ask Chandra the status of my room. Hilton had already tried to run my card an additional 3x. She assured me that she didn’t know what was going on but they were getting to the bottom of it and my reservation was fine. On my checkout date today Tuesday July 23,2024 I came downstairs and asked Dorris if she had an update on my stay for my card was continuously trying to get charged, she assured me Matt would be in by 9ams advised I talked to him. Ashley 9 am approached I went downstairs to speak to Matt. Before I could ask what happened he told me he didn’t want to hear what I had to say he demanded I made a payment or he would “call the police on me for fraud” (Dorris was present for this interaction and it can be verified) I explained to him that I would make the payment Hilton was trying to authorized but I asked him to provide me with some tangible reassurance such as a receipt that my 183.00 would be returned to my account. Irate he told me that I was trying to tell him how to do his job and I need to take it up with my bank but he would be calling the police. He told my I was committing fraud and indicated I was a criminal in front of not only staff but hotel guests. Then he advised Dorris to process my told me “call corporate “ and stormed off ||First of all. This is NO WAY TO TREAT ANYONE AT ALL. I never raised my voice became combative or aggressive . As a manager he exuded very poor emotional maturity as well as communication. I showed him where I was charged and asked for a receipt proving that pending transaction would fall off, as I would make the payment of 158.17 and since he couldn’t he not only threatened me, and BELITTLED MY CHARACTER IMPLYING I WAS A CRIMINAL AND BREAKING A LAW but REFUSED TO GIVE ME ANY EXPLANATION .THROWING HIS HANDS UP , using intimidation of the police for a glitch. ||||Attached is proof of the 2 day stay of both charges I was charged 126.40 the first night 07/21/2024||183.17 the second night at 12:05 time of extension 07/22/2024||158.17 at 12:25 for the same reservation of 07/22/2024 multiple times also at 3:22 am ||||I WANT TO SAY THIS ISNT RACIALLY MOTIVATED REACTION AS I STAYED CALM HOWEVER BEING A BLACK WOMAN HIS REACTION WAS TOO AGGRESSIVE AND IM NOT ASSURED IF I WAS ANOTHER RACE HE WOULD HAVE ESCALATED THE SITUATION THE WAY HE DID.||I offered to pay and kept checking on the status of the room multiple times (which can be verified by the assistant manager Chandra as well as Dorris of whom I had multiple conversations regarding my room payment status so there is no reason he would imply I was trying to...

This place has good and bad things going for it. Clearly it’s been recently redone and the overall appearance is nice. The lobby having free tea and coffee and a pool table (though the only one stick was not broken) and the cabinet with some games was nice. There’s lots of thoughtful storage spaces too in the rooms which is great since the rooms were on the smaller side. The staff we spoke to or dealt with personally was very nice. But there’s several things I wasn’t happy with… -Two elevators and one out of service the entire time! It was extremely inconvenient the entire stay and we never saw anyone working on them. -The indoor pool is nice enough but the towel racks are often empty. When we asked for clean towels since there were 3 families in the pool (so like 15 people) they brought 4 towels. -The clean towels smelled bad, almost like chemicals or plastic and honestly didn’t look clean. They had hair clumps and things stuck to them. -One bed smelled so bad though when we mentioned it it was quickly changed. -A housekeeper asked if we needed our room done and we said yes but they didn’t do it. When it didn’t get attended to the next day we asked the front desk and they said guests have to set their own trash and towels outside the door to have them changed and replaced. Because… -They don’t clean during guest stays! No vacuuming or anything. For a 5 day stay in such a small space I’d have appreciated even a quick vacuuming and fresh towels and empty trash. I’ve never stayed in a place that did that and it would have been nice to be told at check in. -It took a full day to have the trash emptied as it sat outside and the towels we left were collected and not replaced. Which brings me to the next issue… -Guests had to go to the lobby to get towels and replacement towels. Not convenient and a big pain and this would prevent me from staying here with my kids without another adult because a full trip downstairs for towels with the whole family is a pain. -The breakfast was troublesome. The eggs and meat items didn’t seem cooked properly, but the pancakes were fine as were the other continental style items. -But the biggest issue is at 9am a staff member came into the breakfast lobby and announced breakfast was over and to wrap it up! Another employee seemed to tell her to wait and let people finish eating but I was pretty shocked and it clearly made guests uncomfortable and upset. The first days breakfast was so bad we didn’t try it any other day so maybe that was just a bad day. -I also didn’t love the smoking area being by the main back entrance/exit. -And some guy every time we left our room asked if we were checking out. It was weird. We were there for 5 days and we were asked every day if we were leaving. Not a huge deal but again… odd. With a great location and an updated look this place could be MUCH better. Again… all the staff we personally dealt were very nice and pleasant. I just think some of the odd policies on house keeping and a few other things could be changed to make this a very nice...

Hotel was beautiful and lobby is amazing. Our room did have a bad order though. But the issue Is we have never dealt with such rude and disrespectful hotel staff. Upon check in the front desk women was very rude about us asking for keys. And asking if they have the water for honors guest. Which whatever we brushed that off. There was a big group of us all staying at the hotel and we we’re excited to be able to eat dinner and hang out in the lobby/pool area. The lobby is huge and has games with a bunch of tables and seating. It has a pool table, tv, games and a snack bar. Yes we had a lot of kids and they can be a little loud but they are respectful and well Behaved and we did our best to keep them calm and quite. We were actually complemented from other guest on our groups of kids many times. The front desk lady was extremely rude and just nasty to us. Yelled about the kids needing to stay seated and being to loud numerous times. Said we didn’t need to be down there and asked us to move. So we cleaned up and moved to the back of the lobby area so we could finish eating. But still kept getting many rude looks, rude comments and eye rolls. We decided to move to the pool. After the pool we went to throw away the rest of our dinner and got yelled at and was told to carry it ourselves to the dumpster behind the hotel. Then we were literally escorted to the elevators. I asked if she needed to get by or go up and she said no and continue to stand there rudely waiting for us to go up. We needed extra towels and pillows sent up and we we called down asking they were rude. Immediately said well you can come down and get them and we may not even have anything. We went down and got them ourselves and a different lady got them for us and she was kind. Then breakfast came along where only a few from our group were down there and already done eating around 730am with a full lobby of other guest eating as well and a staff member yelled at our group to put the egg spoon back where it belongs to keep the eggs hot very rudely. When then went back to the room to pack up. It was 9am well before check out when my family and I started to head down to wait by the elevator for me and one of us stayed back to double check the room then as I was leaving a staff member was opening the door. I had startled them. They were not house keeping just a staff member. They asked if we were leaving and I said yes why and they didn’t say and I just went to meet my family by the elevator and they continued to enter the room. It was very awkward and uncomfortable Someone was just coming into our room before we had even checked out. We could have just been heading out or down for breakfast and they were just coming in our room. Needless to say we will never be back. And we’re floored with how rude the staff was. Worst Hilton/ hotel experience I...