Tru by Hilton Middletown — Hotel in Town of Wallkill

This is going to be long, so bare with me. Last week I traveled with my 2 young kids from SC back home to NY for my grandmother's funeral. My parents also booked their room at the hotel as well. We all arrived Tues night the 10th. Upon arrival everything was great. Friendly staff, nice new hotel, the rooms looked nice but then things changed. I was in my room with my kids and realized I didn't have a little crib for my baby so I tried calling downstairs for one only to realize the phone didn't work. I wasn't going to leave my kids or bring them down late at night so I just said forget it. That next morning I tried to call down again with no luck. Before heading down I realized that my bed, that only I slept on was covered in dried pee all over the inside part of the comforter. I slept on someone's pee! Clearly it wasn't changed before we arrived and when we got in it was late so I never saw that then. We went downstairs and told the employee about the phone not working and the bed. I was told someone would check on the phone and the bed spread would be changed. The maid came up and changed the bedding but no one ever came for the phone. The next morning I complained about the phone still. Nothing again, so hours later my dad came and looked and realized it was unplugged from behind the table. Thurs night our air conditioning machine started kicking so very loud that it woke the baby up. I was told someone would check on that as well. Not sure anyone ever did when I was out it finally stopped. After this I talked with Micheal who said he was sorry and would refund 2 nights. Friday night we went to bed early because I was preparing for a 15 hour drive home. At 2:30am we were all awoken by the people upstairs rolling luggage around, stomping their feet and such. I called the front desk (since my dad fixed the phone) and the employee called the room upstairs. After that the noises got 10x louder. I called back and they then told the employee that they were sleeping and done packing but continued to make more noise for a little bit. The employee told me he'd talk to the manager about getting that night refunded as well. Fast forward to 3am when my dad was wide awake since they had loud people above them too. He walked down in the lobby to find a couple having some fun, if you will. Nice. Not only that but now that we were all awake we decided to pack up and start heading home. My dad had to warn me that I needed my oldest to not listen to what was going on in the room right off the elevator because a couple in that room (about 6 rooms down from me) were physically fighting and calling each other every name in the book. So while standing waiting for the elevator I tried to block so my daughter couldn't really hear it but unfortunately did. We got downstairs to find a man passed out in his running car outside the doors partly blocking the way. He would not wake up so we had to maneuver around his car with the luggage carts. We were told that both managers weren't there then since it was the early morning now Sat and to call on Monday. I wanted to talk back to Micheal but got Roberto who was less than helpful and didn't care to hear anymore. Also let me say, it is not ok to go up to a baby (who happens to be a preemie with medical issues) and start touching that baby all over her arm and back just because she's looking at you. So in all, no, I do not reccomended this...

Hilton should be ashamed to associate their name with this "hotel". It was a glorified motel - complete with government-subsidized long term residents. It's my fault....I should've realized it when I saw the boarded up house across the street and the dilapidated boat on a trailer sitting in the back of the hotel parking lot. Clue #2 was smelling the lobby and room and clue #3 was having to keep the room card inserted in a slot to allow power to the room. For $300 a night it was an absolute disgrace. I'm so aggravated and plan on writing Hilton directly. We needed a hotel just for a night to avoid a long drive after spending a day at an amusement park with our 7 yr old. I'm an Honors member and purposely chose this because I generally trust the name. It was FILTHY. I understand it's dog-friendly which is why the rooms are tiled as opposed to being carpeted, but the room smelled overwhelmingly of Pine-Sol of which the odor remained even though the air conditioner was constantly on. The floors were sticky, disgusting and visibly dirty. None of us walked on them barefoot. We put aside 3 bath towels and laid out every remaining face towel and washcloth on the bathroom floor to step on. The shower curtain was musty and there was hair in the tub. The sheets were worn as well which is surprising because I thought this was a fairly new hotel. We wiped everything with Clorox wipes that we had in our car. If we didn't have a young child we would've made the 3 hour drive home. We got in at 8 pm, took showers while barely touching anything. I checked for bed-bugs and was surprised I didn’t find traces of them, but after a sleepless night, we decided to leave at 4:00 am. Since it was Hilton, I didn't research the chain prior and just learned it is supposedly budget-friendly ($300 a night?) and geared to “milenial, tech-savy travelers”. BS. Most milenials would have a meltdown because all but one USB charging ports were broke and they would’ve had nowhere to charge their life-enabling phones if they were given our room. There was nothing tech-savy about it and it felt like the parent's basement most milenials live in. Notice the amount of poor reviews to good reviews. That would make me question the FEW 5 star reviews....Either they live in filth or they're fake. (Notice most of them have only a few reviews to their name and they're all 5 star...questionable to me). I couldn’t imagine the type of person who would give this...

This place will never see us again. Nor will I ever recommend to anyone! We drove from Riverdale, NY all the way there… chose this place over 3 others because of its vibrate/colorful decor… thought it’ll be great being that we have an adolescent daughter… I walk in 2:45pm. I greet the young lady. I get NOTHING. My daughter then walks in & greets… she gets NOTHING. My wife is the last to walk in (and now I am waiting to see her reaction to my wife) my wife greets… NOTHING!!! She proceeds to ask my wife for name & info… no eye contact. As I notice she has ear pods on and is tapping her cell phone as to pause a call or music… we get our room cards… & that is it! No “welcome” no input about amenities… NOTHING!!! As my wife and daughter head toward the elevator I stay behind to observe how she handles the next guest. A white woman comes in and with out hesitation she greets this woman with “Hello… welcome” I immediately tell her… “do you realize we did not get the same welcome!?” She replies yes you did. As she was THEN taking off her ear pods. I simply walked away. I come back down to buy snacks & a coffee it is now 20 minutes later & a gentleman is now at the reception desk. A guest walks in he quickly greets them, takes their information, gives them their cards… EXPLAINS in detail about the complimentary breakfast & lounge area… all of which we NEVER heard nor received. I am 51 years old and I get how these young kids work but for my daughter to have witnessed us not being acknowledged I can not accept! I waited for the gentleman to finish, when he did I introduced my self and explained to him our experience. He apologized & said “it should not have happen, we are the FACE of this brand” I thanked him for the apology and asked him for his name. Milton. Milton did his job. Milton was cordial to everyone in that lobby. Who ever that young lady was (black hair, working Saturday April 30 at 2:45pm) need a course in hospitality. I do not want to accuse anyone of bigotry but honestly… if you can ignore 3 latinos… & greet the forth guest whom happens to be white… you make the call. I will spend my money where my money...