Tru by Hilton Oxford — Hotel in Oxford

So I was a guest for a convention at the powerhouse, and I was made to understand I was being provided a room. Upon check-in, the person at the desk assured me my card was for incidentals only, and the room charge would be removed from my card, or at least that was the impression I got from our brief conversation.

At check out, the new person at the desk said that I would be charged for the room, and the person at check-in did not tell me the correct thing.

I would have stayed elsewhere if I had known I would have to pay.

Also, the shower was missing it's handle so it was next to impossible to turn on. And the room felt quite small and cramped.

At least the bed was comfortable, and it was fairly easy to get around Oxford from the hotel.

I just wish there had been clearer communication. I would have asked what the room rate was before checking in, I would have refused to pay, and I would have stayed elsewhere.

Edit: The general manager reached out to see what happened. And they explained how the miscommunication likely happened. There is nothing they can do to correct it on their end as I had already made arrangements with the event organizer, but they were still willing to try.

I edited my review above, which I wrote in anger in the parking lot upon checking-out, to acknowledge it was most likely a miscommunication. I will try to be more diligent in making 100% sure staff and I are on the same page if I stay again in the future.

I bumped up one star in service and one star overall due to the call.

I apologize for originally...

I felt like I ordered this hotel room on Temu. The person who checked me in was the most unfriendly I've encountered in hospitality in a very long time. Every interaction with her was unpleasant. She acted as if we were bothering her, and oftentimes would ignore you when you asked her a question. The rooms were half cleaned and scarcely furnished. The towels are one step up from paper towels. The bedding was extremely thin, including the sheet like comforter. Room 130 (the only accessible room in the hotel) does not have working wifi. Apparently, this is a known issue. However, I was assigned that room anyway. When I brought it to the attention of the front desk, I was assigned to room 522. However, it was completely filthy. Even the bedding was dirty. I opted to go back to room 130, which at least as clean bedding. I requested to speak with the manager several times (this never happened). I stayed at the Tru for 5 days. I was told that the manager gave me a $5 discount off the room due to my inconvenience. I actually paid for the extra premium wifi but have yet to be refunded. The only microwave available was in the lobby, and honestly, the lobby is the best thing about this hotel. It seems like that's where all the money and planning went. DO NOT stay here if you are expecting the normal "by Hilton" experience. If it wasn't for the fact that I was in my hometown, for a funeral, I would have changed hotels. This is motel masquerading as a hotel. I will definitely be informing Hilton about...

I am extremely disappointed with the customer service at this location. As a Diamond member, I’ve stayed at many Hilton properties worldwide, but this was by far the worst experience I’ve encountered.

Prior to our arrival, I called the front desk several times to ensure a pack ‘n play would be available in our room for my son. Upon check-in, around 8pm, the gentleman at the front desk informed us, quite abruptly, that he was "not allowed" to provide pack ‘n plays after 7 PM and there was absolutely nothing he could do. I even offered to retrieve it myself if he would simply open the door, but he refused, treating us as if we were inconveniencing him. His dismissive attitude was only heightened by the fact that he seemed more interested in his Domino’s pizza than assisting us.

To make matters worse, the key card he gave us didn’t work, requiring us to return to the front desk for a replacement. Instead of addressing the issue with professionalism, he questioned whether I was using the card correctly, furthering the unpleasant interaction.

Later, when I called to ask about the rear door not unlocking, his response was equally dismissive, stating, "I’m not the maintenance man," and advising us to use the front door if we wanted access.

Given my previous positive experiences with Hilton, this was a shockingly poor encounter. The level of service at the Oxford, MS, Tru location was completely unacceptable, and it has left me questioning whether I will choose this brand again...