Tru by Hilton Sterling Heights Detroit — Hotel in Sterling Heights

I am a huge fan of everything Hilton. I am a proud diamond member and I love the new Tru Hotel chain they added to their portfolio of properties.

Unfortunately this property has many issues. As a diamond member I'm able to check-in online, select a room and get a digital key. When I got to my room it was not cleaned or ready.

I went down to the desk and they reassigned me a different room on the same floor so no real problems with this say yet. I was staying for almost two weeks.

The room we were given was straightened but you could tell a deep cleaning was well needed because the corners of the shower needed bleaching and scrubbing as well as the bathroom floor in the corners. This was disappointing because it's a new property.

Night 3, 4, 5 and 6 were nightmares. Was woken up several times in the night to partying in the hallways. I would call down to the desk only to be told they would take care of it, only for a person to come up and ask them to keep it down. Then being woke up again and having to repeat the call to the desk to have the same thing happen. Hilton's policy for noise disturbance is that if a person is called on twice they are ejected from the property. This did not occur and the violators were allowed to stay.

After being upset with the situation on the 4th reoccurring day, I decoded to have a face-to-face with the General Manager of the property only to be told "there is not much I can do as I am limited in staff and can only have one person on at night". This was an obvious sherk of responsibility as they blamed corporate for the reduction in headcount caused by the pandemic. He also said they have been forced to publish certain deals in local newspapers to get occupancy up that are bringing in local clientele that typically don't stay at the property and don't know the rules. I remember thinking, why has this become my problem as the 2 to 3 minute explanation was being communicated. I also kept thinking, everyone knows that being loud in hotel hallways will wake people up. This is common sense.

Customer pay for hotel rooms for one reason. It's to have a place to stay and rest when traveling. If you can't provide a place to rest and sleep, then you are not providing the service being paid for.

So I left the front desk after stating how dissatisfied I was with the service and answer given.

I had a conference call to get back for which started about 15 minutes later. We opening up the call bridge and my clients joined. 20 minutes into the call I politely had to ask if we could reschedule because the fire alarm started to go off at the hotel. I put clothes on and headed back downstairs to exit the building.

While passing the front desk I noticed the staff wasn't doing ANYTHING. To them all things were normal. So I had to ask "what's going on?". No sooner I got those words out of my mouth the fire alarm went off. The girl at the desk said don't worry, they are just testing the alarms.

While heading back to my room, I couldn't let this go. Hilton policy states that all guest need to be notified prior to fire alarm testing so it doesn't instill panic in the guest if the alarm goes off to prevent panic, injury or worse, people being knocked down, trampled or shoved in stairwells and exit areas. Also, I had a very important conference call schedule with a POTENTIAL client that I had to politely ask to reschedule because I was not notified prior of these tests. Heck, had I known I could have taken the call from my car just to avoid being interrupted.

I had to call the Hilton Diamond Desk which took action right away. They agreed and confirmed that all guests must be notified 24 hours or more prior to fire alarm testing. They also confirmed the noise complaint policy. They stated they would be filing this issue and passing it to Senior leadership. They also called the property and spoke with the manager.

Ironically, 20 minutes later I was called by the manager to let me know they would be testing the fire alarm once again which they did for only a...

THEY RUINES MY 10 YEAR OLD DAUGHTERS BIRTHDAY!! WORST HOTEL EXPERIENCE EVER!!

I booked 2 nights at Tru by hilton sterling heights for my daughter to celebrate her 10th birthday.

Friday night was honestly an amazing experience, Mitchell was awesome but misleading/dishonest. When I checked in I did disclose that I was celebrating a birthday with a few girls and having some additional guests the next day in the afternoon. He assured me it would not be a problem and went above and beyond to help make my daughter feel special. He let us decorate the lobby for our dinner, and was not bothered by the frequent visits from my daughter and her friends to chat (I was with them 100% of the time). He was so friendly and helpful that I had very high hopes for the remainder of our stay.

The next day (Saturday) is when everything went south. I had planned to have some additional girls come to the hotel for swimming, pizza, and cake from 1pm to 5pm (I was told the night before this wouldn't be an issue). Some parents decided to stay with their children while attending and one parent was approached by hotel staff regarding what room they were staying in. I stepped and said they were with me and that is when I was told "Tru does not allow birthday parties" and we could not use the pool or have anyone in our room. I was mortified, and crushed at the thought of telling my daughter her party was over.

I asked to speak with a manager immediately. The manager, John, did not care at all that I was told the night before everything would be fine, he had no remorse, he didn't even apologize. So I in return told him I wanted a full refund for both nights. He said they would only refund Saturday night (if we left) because there was nothing wrong with our stay last night. I said "EXACTLY! EVERYTHING WAS FINE YESTERDAY BUT TODAY ITS NOT" what sense does that make?? He offered no sympathy for the situation he was putting me in (at this point all the kids are in the pool having a great time).

After I had John break the news to my daughter I went in the parking lot and sat in my car and balled my eyes out for a good 30 minutes before I was able to compose myself and address the other parents/guests.

I will never stay at another Hilton Hotel again, this experience has caused me serious emotional stress and could have easily been avoided.

If the manager would have been kinder and more sympathetic to the fact that I was lied to the night before, I'm sure we could have came to a...

Good Evening,

As an employee of Hilton I have never experienced this quality of service from any Hilton property. I was supposed to check in on Thursday 8/7/2025 and when I arrived I was greeted my a young lady name Malayak if that is how you spell her name. By me being and employee of Hilton I am very detailed oriented when it comes to my reservations. I called several times regarding my reservation and me traveling with a service animal. I was told that my animal had to be registered with ADA which she is. I also offered to send over the information prior to my arrival and was told that was not necessary. Once I checked in my husband who disabled and has several medical issues and the service animal is for him not myself. Was rudely approached again by this young lady stating that my husband was being disrespectful when picking up the room keys that I dropped. My husband has very limited mobility and sometimes have struggles with standing and walking as well as bending. Once she stated that my husband was being disrespectful towards her I asked " who disrespected you"? She proceeded to tell me that she would call authorities on me because she felt threatened. Myself nor my husband threatened her and I feel I was the person being threatened. I would not recommended anyone staying at this property until the employees receive proper training and how to provide customer service regardless. There was no manager, supervisor or anyone on property that could resolve this issue. Also, when I asked to speak with a manager the young lady stated " I can't keep interrupting him/her because they are in a meeting". I worked for many different brands and properties and I have never heard of there not being a manager or supervisor on duty. This young lady should not be at the front desk maybe she would be a better fit for housekeeping or food and beverage because the way she treated our family is completely unacceptable. I will be in contact with corporate and advise and one that want to stay here at this location to turn around and find somewhere else just as I did. NO MOD on Duty and they will never be able to service any request. RUDE and Disrespectful agent that has no customer service towards other people and also no management to assist the agent with any customer service complaints. I received a email stating that the hotel manager cannot be on property 24/7. So do not expect to get any resolution. WORST Property and...