Tru by Hilton Charleston Ashley Phosphate — Hotel in North Charleston

So, although Tru by Hilton was a beautiful hotel to stay in, you guys know that I always come on here to tell my truth. Well, I booked my stay at Tru thru an app just to get away from the family for an overnight stay. And decided I wanted to still stay in the area. Tru is certainly a new and modern hotel. Definitely an upgrade from other hotels I've stayed in. It's very well designed and I definitely felt like it catered to my personality which is young, fun and very stylish. When I went to go check in, I experienced my first issue with having to pay for a $200 incidental fee I knew nothing about. 😐 NOWHERE on the website, unless I missed it, did not mention an incidental fee. I proceeded to ask the young lady, hypothetically, what if someone doesn't have the money for the incidental fee, could they get their money back for the room? Which she proceeded to say she wasn't for sure. I also asked her if the incidental fee is stated on the website, which she also wasn't for sure about either. That made me uneasy. So, I had no choice but to get the room. I also asked her, how long was it going to take to get my $200 back? She said it takes up to 3-5 business days. Great! So Hilton, you guys take the $200 incidental fee right away but give it back hella late? Awesome business decision! 👌🏾🙄 It's ridiculous and inconvenient. 🤷🏾‍♀️ Anyway, as I'm checking in the young lady then proceeded to tell me that my room wasn't ready. 😑 So, I had to wait 20 minutes until my room was cleaned. 🤦🏾‍♀️ Once I was able to finally get in my room, it was very spacious and nice inside. Freshly clean, of course. 🙄 Big screen TV in the room, so I was pleased with that. Got myself settled and was trying to find something to watch on TV only to find out a lot of the channels weren't working. 🥺 FML!!! 😫🤦🏾‍♀️ Called the front desk about it. They got that straightened out. Thank God. Also, the bed was OUT OF THIS WORLD comfortable. 🥴 All in all, the young ladies at the front desk were very helpful and pleasant. They weren't too sure about the couple of questions I had for them 🤦🏾‍♀️😄 but it's never too late for them to learn because I'm sure I'm not the first one who have asked them and I'm not going to be the last. They SHOULD know the answers for the business that they work for! Point, blank and period! So, I guess the question is would I go back and stay again? Absolutely. And you should stay if you're ever in the Charleston surrounding area. I think you would be very pleased and hopefully you won't go thru what I went thru. 😄 Which is the reason for my 3⭐'s. Please just have an extra $200 for an incidental fee and...

This used to be an awesome place to stay but this visit was awful. I checked in on Saturday with two rooms reserved as we are a family of 7. One room was on but the other has some kid of white sticky substance on the bench, desk and table. I decided to just report it and let it go to continue the stay. Next we left the room for the day and when we returned there was a gray substance in the toilet. I thought it was because it was cleaned but the toilet paper was wet also. I flushed the toilet to see what was going on and sure enough it was stopped up. House keeping was in the hallway so I let them know and they called maintenance. I let them know that I had an event to get to and we needed to get this resolved as soon as possible. Maintenance came and unclogged the toilet but I had to go back out and find house keeping to remind them there is toilet water on the floor. They said they would be right in but it took a while and we were late for our family’s event. When we return in the evening I let the person at the front desk know and she volunteered us to move across the hall to joined rooms so we wouldn’t have so worry about the toilet and unclean room. We agreed and when we packed up there we found a roach in one of the rooms. I again let front desk know and was told basically on well that happens here and it’s not a roach although it was…. And she said she’d tell someone to deal with it tomorrow.||When bringing our things into the new rooms we found another roach and decided to leave the hotel due to all of the issues. I was told she had to charge me for all three nights although we only stayed for one due to audit and the general manager would help me the next day and call around 8am.||I never received a call and so we stopped by to on our way out of the area. The general manager did not speaks with me and just sent someone to give me a refund for one room for one night instead of the two rooms for two nights we did not stay. I called customer care and out in a claim.||They then later called me to accuse us of breaking the tv in one of the new rooms we didn’t even stay in…. We were there all of 10 mins and didn’t even unpack because of the bugs. It is so unnerving and I would not recommend staying here. Again I’ve stayed before and it was clean and no issues. They wouldn’t call to resolve our concerns but would to accuse us of something...

We stayed over the 4th of July Weekend, Friday-Sunday, 2 adults and an infant. The rooms were very clean and most of the staff was very friendly to us. The lady that wears her hair down with 2 ponytails, who is relatively new was great! I gave 3 stars for that reason. However, Mrs. Cheryl (my apologies if incorrect spelling), the front desk manager was very unpleasant to my family and did not do her job, which is to provide good service to guests. My fiancé went downstairs to ask a question and her attitude was very poor and he is very well composed. He also asked her for towels and washcloths to be sent up to our room. They were sent to us about 15-20 min later— we were provided towels but only one washcloth. (For clarity, When we arrived on the first night there were only 2 washcloths in the room.) So we called the front desk to ask for more washcloths and she answers the phone, “did you not just receive the towels?” My thing is, if we are calling and requesting them, then we are still needing assistance, regardless. The question was unwarranted and inappropriate. I’ve worked at a Marriot hotel in the past and am currently a doctor at a military installation. This is not how you treat people. I understand that sometimes the laundry department cannot keep up with the demand of the people staying and if that was the issue then she could’ve communicated that and we would have been understanding. Needless to say, she NEVER sent any washcloths to our room, and I believe that she did not intend to. So over the course of 3 days we only had 3 washcloths for 2 people and an infant. This was very poor customer service. Additionally, would suggest for the water temperature to be hotter. Overall my stay was good, but she dampened our experience and would not...