Tru by Hilton Binghamton Vestal — Hotel in Town of Vestal

I had a very stressful and traumatizing experience with the Tru by Hilton hotel Binghamton NY, especially with the substandard service and treatment by the hotel manager and her staff. I have a Gold Member status and frequently stay at the Hilton hotels. This was one of my monthly business trips in Binghamton/Vestal, NY and my first booking here. Unfortunately, the experience cost me: two hours waste, 30 miles additional driving, extra gas and most importantly lack of sleep with traumatic memories. I had a reservation for one night. I arrived at the hotel to find out that the hotel has been oversold. The front desk associate was on the phone with the manager trying to modify a reservation in order to accommodate the clients ahead of me. It was already in the 50th minute of waiting when nothing was accomplished, the associate was still scratching her head, with eyes full of confusion and fear as a third hotel visitor showed up to check-in. Clearly, the instructions of the manager weren’t helpful and fruitful. At the moment when I requested the manager to do her duties and to do more than just staying on her home coach and making this poor girl to run in circles (she was typing the same and the same expecting different result from the computer system), the situation changed and I was told that they didn’t have any available rooms. More importantly, the front desk associate repeatedly reported to her superior that I was on her hair. It was clear that both took my reaction not professionally but personally, demonstrating defensiveness and even hostility. This is totally opposite to the welcomeness expected from any hotel, regardless the brand. As a result, I had to leave and find another available hotel at…11:56 pm!!!!!!!!!!!!!!!!!!!!! I had to drive additionally 30 more miles for another 30 minutes, go to bed at 1:30 am when my work day starts at 6:00 am. I understand that it is a busy season related to the back-to-school college students, and most of the hotels are sold out. But there was something fundamentally wrong in the entire experience: 1. Maybe the system didn’t work and allowed overbooking. 2. The Manager failed in multiple aspects: 2.1. Making costumers waiting when she should be in the hotel or should contact somebody who has higher computer qualifications than her in order to restore the hotel operations (but of course, she preferred to be at her cozy home instead, trying to play an IT expert.) 2.2. The staff failed to keep an available room for a high status (gold) member- something that most of the hotels do. 2.3. The manager showed personal vendetta to a customer. 2.4. The manager and the front desk associate never sent me a confirmation email for the cancellation, even though I followed-up with two phone calls. 2.5. I was willing to speak to the Manager but she never bothered to contact me. Unfortunately, because of the disorganized and self-centered leadership of this hotel, the overall image and representation will suffer not just for the True by Hilton at Vestal, NY but for the Hilton brand overall. I guess I will exceed my Platinum Member status...

The place is ok. What to expect from this hotel. Room's are VERY small, nothing to brag about so you have a bed and that's it, but yes, it is a king size bed. Within the room you'll have a big TV, 55+" and works nice with all the channels. However, if you are thinking on bringing your Nintendo or other console don't expect to be able to hook it up here. There's literally no space to bring anyone in like a friend that wants to hang out, but there's a lobby with a pool table downstairs. No closets! But there's part of a wall which let's you hook clothes and a tiny rod hanging from the ceiling to hang a couple of shirts and a couple of pants. The computer table is miniature, I didn't even use it. Soap, shampoo, etc is just in a big dispenser, and you can look at it in two ways as you won't run out of soap in the bathroom, but it looks super odd and I'm not used to it. Bathroom doesn't have a tub, only a shower with a fixed head. Don't expect to find a iron or microwave, etc. Rooms are clean and the hotel smells good, people are very nice. When you go down for breakfast... Same old story, fake eggs and sausages or patties but they never had bacon so I inquired and they will never have bacon because it's not on their menu, so that's a big big minus. The hotel has yogurt with some toppings, a waffle maker, few fruits, and nothing big. The hotel was just made in a cheap factor to minimize room space and have a lot of units to rent while compromising on the overall quality. Since the hotel is 2 months old, this one doesn't smell, but reminds me of communism and the cheap small apartment buildings where everything is small with 1 room and a bathroom. If you're into that, go ahead, see some pictures...

Update to response from owner below. They said to call to discuss. I did call and left a voicemail with details. It has been 2 weeks ago, and still no response. So I do not expect a reply as this seems to be the typical 'no response' from this property. as I mentioned. I hope if you choose to stay here you don't have any problems. There is zero chance your concerns will be addressed.

Reserved online at same time I walked into lobby. Went to desk to ask if they could just finish the check in process since I was currently getting confirmation online, which my wife did. Associate at desk was friendly but says they have no rooms left. I mentioned how is that possible when there are only 6 cars in the lot out of 100 spots. Lobby was empty. He says maybe the online site was not updated so he couldn't give us the room we had confirmation for online. I pressed him to explain and he said they were "sold out". I said I found that surprising since the property appeared close to empty. No more than 10 percent of rooms with lights on and no cars in lot, no buses, etc. I called Hilton online and they tried to contact the property but could not get anyone to answer the phone. After a second try and escalation the customer service said they got through and the guy at desk said they did not have enough 'clean' rooms. I had moved on to a Marriott property and was already checked in when customer service said the Tru Binghamton management would contact me in less than 48 hours. No calls or emails as of a week later. All that to say. don't go here. don't stay here, since they are not truthful, cant get rooms cleaned and probably don't have good process in place to sanitize and clean the...