Tru by Hilton Prattville — Hotel in Prattville

I had several issues with my stay to the point that I checked out just hours after I arrived to the hotel. First and foremost, this hotel was the grimiest and nastiest hotel I’ve ever stayed at, especially within Hilton (a brand I trust so much that I always stay with them). There was crushed food and visible dirt on the floor of my room, questionable liquid drip on the walls, hair in my bedsheets and bathroom toilet and floor, the worst rust in the refrigerator, and layer of visible dirt and dust where the bed is mounted. On top of this, the room was falling apart: hooks and baseboards falling off + weird dirt or orange markings all over the walls. My favorite part was the ROACH and numerous roach eggs in my shower. I have the photographs to prove it. I discovered all of this in my room after checking in at 4am following a 14 hour roadtrip from Miami, FL to Prattville, AL to see my sister for the Thanksgiving holiday. It doesn’t end there unfortunately. My boyfriend went down to find the receptionist on duty and see if we could get a new room. We couldn’t find her for an HOUR. We knocked, called the front desk, shouted out hello. Finally we found Dina hiding out in her office. It’s ridiculous that we couldn’t find anyone to help us for that long in the middle of the night. Imagine a bigger emergency. We made a complaint and asked for a new room. She mentioned this was unacceptable and that she would speak to management in the morning. She then took us to 6 other rooms that were in the exact same conditions or worse (one was even missing the shades) - we didn’t end up switching rooms given that it was already 6am and Thanksgiving dinner was in a few hours and all the rooms were the same condition. Later that morning, another woman, Star, let us know that Pam the housekeeping manager had made sure to have a room cleaned top to bottom for us. We repacked all of our luggage, including our nervous service animals, and moved to that room with high hopes. It was in the exact same conditions and had roach eggs in the shower again. At this point, we went back downstairs to speak to Star and let her know we were checking out and we wanted a full refund. Unfortunately Star had already left and another small blonde woman let us know that we had already spoken to the general manager of the hotel on the night we checked in — Dina never let us know she was the general manager, she lied to us and didn’t resolve the problem in any capacity. The small blonde woman we last spoke to was very sweet, as was Star, and they both promised we would get a full refund for this stay and wrote a note for management on a clipboard because they explained they didn’t have a working system to log these notes in. I still have a charge on my credit card statement and it seems no one cares about the status of this hotel, the value of money, or the customer’s experience. This has been an extremely unprofessional and disgusting experience, unlike what was advertised and what I know Hilton to be. I will be contacting my Amex bank to dispute this charge for fraud (because that’s what it is) and close out my Hilton credit card and accounts, as this experience was nasty and left me with a very bad taste in my mouth. It also caused me to miss my Thanksgiving dinner with my family who I only get to see once a year if I’m lucky and I had to figure out last minute arrangements. All in all my holiday was full of stress and it was literally spoiled thanks to the lack of service and accountability at Hilton. I would love to hear back from someone about this. I deeply stress anyone who wants to enjoy their stay to find another hotel, and I say that as someone who has always taken pride in staying with Hilton. $500 is a lot of money these days to be showering with a million ROACHES like a...

Despite seeming like a new hotel, this hotel fell short of my expectations. Not just as a Diamond member, but I think many guests with any experience staying at a hotel would not like it here. In fact, I had a friend stay in a different room the same night and they didn't like their stay either. The location of the hotel is pretty optimal for the area, with easy access to the Interstate. Parking is free and there were plenty of spaces on a busy night.||My room seemed very dark and uninviting when I first entered. Granted, it was almost dusk. So I went to find lights to turn on, and I didn't think they were all that bright. I still felt like it was a little to dark to be comfortable, so I went to open the window only to find that the window treatments looked like they've been chewed on by a pack of wolves. I didn't want to touch it just to keep it from breaking more. So I did not get to see anything outside. Luckily, the employee I spoke to understood my request to have that noted so I wouldn't be charged and I was not charged for this pre-existing damage. But I am surprised that management would make a room available in this poor condition. And that goes with many things about this hotel. It seems badly managed, but the employees were all friendly when I spoke with them.||Other things about the room that are weird, but may be brand specific to all Trus is that there was no alarm clock, USB C ports, a pretty uncomfortable desk area, and no microwave. The towels the room came with were like Brillo pads. I think they should be retired long before getting to that point, but again, that's a management decision, not an employee decision. Both Housekeeping and James made effort to correct this and even delivered them to my room.||The towels are very small if you're tall. I asked for larger towels, but unfortunately their large towels are pretty small. I wish the TV remote was more methodically implemented. The power button will not turn off the TV for some reason. Click the button on the bottom of the TV once, then hold it for a few seconds, and that will turn the TV off and keep it from blinding you with a bright light when you hop in bed. It did that to me, and I do not know why the power button on the remote doesn't just turn the TV off.||There is a Target across the street. I bought a pack of brand new white socks and just from walking around the room, my socks looked dirty. I think the hardwood/laminate floor portion might have some dirt caked in that wasn't properly removed. I would not feel comfortable walking barefoot in the room.||All in all, it was not a great experience. But the few employees I interfaced with were friendly and tried to make things right. It's poor management that is giving such an unpleasant experience to guests. The employees I interfaced with saved this from...

NOT A PAID REVIEW

Tru hotel was a welcomed surprise. My husband and I usually stay at another Hilton Brand in Montgomery but due to issues there we needed to find another Hilton to stay for the weekend. That Hilton brand was a complete mess and we ended up checking out and visiting Tru Hotel Pratville.

So facts on this Hilton Brand. Although the price is on the lower end. The quality is not too shabby. It’s clean, the staff is friendly and it offers more techy, and modern amenities. It’s seems to cater a younger or modern type of customer.

The lobby is incredibly pleasing to the eye and the signature smell of this hotel is wonderful. There’s plenty of seating if you wanted to lounge around, a pool, deck entertainment area with a pool table and games and a nice dining area.

The rooms may be slightly smaller in size but it’s still very roomy and there’s plenty of space and a rather large bathroom. It also has incredibly high ceilings to give a larger feel. The room has large windows, LOTS of outlets and they have really mapped out the usage of space in this room to maximize the space. Turning on the television offers you an interactive menu in which you can learn more about features in the room.

One of the things I loved was the exposed “clothes closet” and hooks to hang items. The bathroom is equipped with hand soap, lotion, body wash, shampoo and conditioner by this cool little company and they smell AMAZING and are of great ingredients! These items are affixed to the walls in the shower and by the sink in cool little bottles that you squeeze. I enjoyed using these more than I care to admit.

The ONLY two downsides are that these room need sound proofing. A few times we could hear ppl moving about in the hallway in the morning (Not a really breaker) and we did have an issue with the guest next door being too loud but after a call to the front desk that was handled. The second sorta con is that there is no microwave in the room. A fridge is available in room, but to heat up food, you’d need to go to the lobby. All in all those things are not a dealbreaker.

I would recommend this hotel and staying again. The location is great and there’s plenty around the area with a ten min drive to the city.

Thank you and....