Tru by Hilton Troy Detroit — Hotel in Troy

Tru by Hilton was very clean arriving and breakfast was decent and most of the staff was nice and accommodating. I would have love to give this location a 10 out of 10 but there were a few discrepancy upon my arrival. Prior to making my reservations I called the location inquiring about connecting rooms. The representative at the time informed me the connecting rooms are available and it will be noted under reservations stating I'm requesting such room. I even informed the front desk that we will be arriving early. The rep informed me they have early check in. I arrived at the hotel the next day at 1pm. The a new rep informed me the rooms wasn't ready and to come back at three. Upon checking in at 3pm there wasn't a note for early check-in and there wasn't anymore connecting rooms available. The rep did provide us with rooms next to each other. The new rep did inform us connecting room is not guaranteed. That information should have been expressed to when making the reservation. I have 2 toddlers and a infant that I needed help with so the connecting was requsted for that purpose. Due to COVID-19, I disinfect the rooms during my stay. The carbon monoxide poison alarm went off 2 hours later. I was informed that spraying lysol, perfume or any aerosols will trigger the alarm. The alarm was reset 4 times before I was moved to a different room. Now I had to move to a room further away from my helping hand. The alarm was left on and gave the other room I reserved a restless night. The next day I informed the manager Daina the issues and my concerns. Daina wasn't able to accommodate me regarding the issues about the reservation mix up and overly sensitive alarm. General Manager Brian was very nice and informative regarding the alarms at Tru. The second day of our stay I thought our stay should have been breeze. I was met with a disgruntle Manager Diana who was highly disrespectful regarding me requesting my room being cleaned. I asked the front desk the night before how to get my room cleaned. First, I was informed to put the sign on the door. "That will let house keeping know you want your room cleaned". No sign found. Sevondly At 8:30am, I asked house keeping about maintenence in my room. I was informed to call front desk to put my room number on the list. Thirdly At 2pm, I talked to house keeping regarding my room again. They exclaimed my room number was not on the list. Lastly, I called the front desk again and the Manager Daina aggressively informed me I can't get my room cleaned because I was not staying for 5 days and there was no one to clean my room at that time. Eventhough, house keeping was standing out side my door. During my last night, I was so uncomfortable because the proper accommodations during my stay was not made. The manager Daina was so rude and unhelpful she totally disregarded my children and had no understanding there was a infant in the room. She didn't even compromise with me by just removing the trash because of the dirty diapers. I was offended and disheartened that someone could be so careless to guests. This hotel is not kid friendly. The staff is not on one accord. Im very disappointed. Hopefully this messege will reach the proper person and protocols will be put in place regarding situations I had...

I highly do not recommend! I checked in 12/13 for my daughter’s sleep over/pool party. Prior to my arrival I called the location just to make sure the pool was functioning before I wasted almost $600 on our rooms. I was told everything is good for us to check in. We arrived and there was not a single hotel cart for us to carry the girls snacks, drinks and bags upstairs so we had to make 3 trips outside in below 20 degree weather. We checked in to our room one room was missing light bulbs in the lamp. So our room only had reading lamps and the entrance lighting. The room floors were filthy and my stand up shower had hair chunks in the corners of the shower. We changed in to our swimsuits and headed down stairs. The pool was ICE COLD. Literally freezing. The pool room had no heat going and was also freezing. The kids dipped their feet in and literally came right out. I asked the young man at the desk if the pool was heated and maybe just needed to be turned on and he replied yeah I have to find the “switch”. I asked if it would be better tomorrow or if it’s malfunctioning he told me “maintenance will be in tomorrow to check the heat out”. We came back to the room the hallway on the 3rd floor is freezing. We come inside and turn the heat on in both rooms and the heat is not working. We had both thermostats all the way up for at least 2 hours prior to calling the front desk. We asked the attended if we could have someone come take a look at the rooms because it was truly freezing and the windows gave a very bad draft as well. He said nobody will be in till tomorrow (Saturday 12/14). We asked if we could at least get a heater because there is little kids in one room and a 2 week old in the other with us. He said the best he can do is provide us with extra blankets at the front desk! So here we are (Saturday morning) I go downstairs and ask the new attendant if they can please send maintenance upp to our room to check the heat out and I was told that maintenance doesn’t work but “I can try to switch the breaker cause that’s all that the maintenance man could do anyway”. I asked if maintenance is on call since it’s literally freezing upstairs. I was told no. So I agreed that it would be ok to try and switch the breaker at this point I’m willing to try anything to make my daughter bday weekend a little better. Well it’s been 3 hours and the rooms are still ice cold. The breakfast bar was terrible sausage patties looked half cooked. The attendant told me that he can’t give me a new room on a different floor due to the hotel being booked this weekend but he did offer me a 20% discount credit to my room. I’m honestly so disappointed and usually never complain about any hotel because I know it won’t be perfect. But I worked really heard to save up and make this weekend happen for my daughter & it’s literally ruined. No heat in the rooms and no pool to swim in due to freezing water and room temp. & also I don’t see any house keepers or extra personal in the hallways. Like there is no employees in sight so we will probably be leaving today and just take the financial loss. I highly do ...

TLDR: COLD Pool, otherwise, fine experience.

I chose this hotel because they had an indoor pool and I was looking for an escape for our kids. The pool area was clean, had plenty of seating and even an outdoor patio area for warmer weather seasons. It's currently January and 20° F out. The pool area was on the outer wall of the building complex but the ambient temperature was very comfortable. Getting into the pool was another story. It felt very cold. My wife, kids and myself had a hard time getting into this water. On the wall, a sign said that the temperature would only reach a maximum of 80°F. I asked the front desk and they said the temp was 75°. There was an area hockey tournament going on during our stay so there were a lot of children staying at the hotel, so many that the hotel was at full occupancy but no one was going into the pool. My family and I only stayed in for 30 minutes before it became too unbearable.

The hotel is otherwise well kept. Clean and organized, the staff was super helpful and friendly. The decor is very modern and minimalist. Think of an Ikea catalog. Check in and checkout is a breeze when doing it on the app, no need to check in with the front desk. They use the app and wireless technology as your room key through your phone.

We chose a double queen room which felt very roomy. When leaving I peeked into a king room and it felt very small comparably.

The beds were comfortable and felt and smelled very clean. The bathroom was also very clean, no signs of mold or mildew in the bathing area. One strange thing I found was with the lighting switches. Walking in the queen double, there are 2 switches that control entryway lighting but also the bathroom? You can not turn on the bathroom light without having the entryway lights on which is very inconvenient to sleepers for a late night bathroom trip. I checked this out in a single king room and it was the same situation. Someone needs to get this electrical worked out!

The lobby area was welcoming with a lot of seating area and the complimentary breakfast was decent. We were not a fan of the coffee, it was too bitter for us. Lavazza brand? (I'm a Hilton honors gold member, not sure if it's complementary for all).

Overall, this location is great for an economy stay. Close to I-75 and plenty of restaurants near by. One of the areas nicest malls, Somerset is also very close. The price was very competitive and the location was clean. The swimming experience may be better in the summer however, we really wanted a place to enjoy during the winter months.

Update:

Dana, the hotel GM responded to me about the light switches. I hope this helps others.

"As for the light switches, the first one when walking into the room is the master switch, if that switch is not on the other lights in the entry will not work, if you leave the master switch on all the other switches will work independently.  It's meant for you to be able to hit the master switch when walking out and it will shut all the lights in the entry area, as opposed to clicking them...