Tru by Hilton Wilson — Hotel in Wilson

When I called the Hilton Honors 1-800 number on 2/18/24, I gave the representative the date we needed to stay overnight for a wedding, and asked for a Hampton Inn and Suites in Wilson, NC. I was told by the representative that there were NO HAMPTON INN AND SUITES locations in the city I wanted to book, but said there was a Tru by Hilton in that area. I then booked that room for 4/6/24. I also tried to book a Hampton Inn and Suites for 4/12/24 in Burlington, NC and was told that the date was already booked. I then asked if we stayed 2 nights would there be a room available and was told that would be available. After we booked that stay for 2 nights, on 4/11/24 and 4/12/24 I found out the rate had DOUBLED from 5 months prior when we last stayed there. Fast forward to 3 weeks ago, we received an invite for a wedding rehearsal party and called the Hilton Honors 1-800 number again. When I tried to add 1 night to our stay, we were being charged $50 per night more than my original booking for 4/6/24. I said forget it, and to book 2 separate stays. One night at the original rate for 4/6/24 and a separate reservation now at the higher rate. When we checked in on 4/5/24, the front staff said they would check in BOTH nights of the stay, even though they were 2 separate reservations as described above, so that we would stay in the same room BOTH nights of our stay. Lo and behold, an hour later, I got an email asking me to check in the second day of our stay despite my understanding this had already been done. I was undressed and ready for bed at this point, and decided to do that in the AM. The room was at least 1/3 smaller than we expected, as compared to the Hampton Inn and suites room sizes we were accustomed to and had requested. Moreover, as we pulled into the town of Wilson, NC we saw a Hampton Inn and Suites as we drive toward the Tru by Hilton. We had NO CLOSET in the room as well. We could not hang all the clothes bags we brought on the few wall hangers we were provided and our suitcases did not have enough places to lay them all out(2 suitcases and 2 carry bags). Additionally, the spaces we were provided for bags were so narrow, that you COULD NOT open the suitcases even partially without the bags falling to the floor. No rooms were available with a tub to soak in and requested at the time of our original booking, anywhere in the hotel. We found out the hard way the next evening that the rooms are ONLY CLEANED every other day, for the guest’s convenience(they mean for the hotel’s convenience more like it), so we ran out of towels. When I had to get redressed before bed to get more towels, the front desk staff gave me a hard time and said I could only have ONE set of towels. For $181-$220 per night at this hotel do yourself a favor and STAY AWAY FROM TRU BY HILTON. Stay at Hampton Inn and...

I had a reservation for this hotel and was looking forward to it. Unfortunately when I left my house to drive there from NJ at 4am I had car trouble and realized I would have to cancel my reservation. I immediately called the hotel to let them know that I wouldn’t be able to make it and asked if there was anything I could do (I was aware that their cancelation policy had expired 4 hours prior but was hoping for some understanding of my situation) The woman I spoke to was extremely nice and told me that she would cancel my reservation for me but my card had already been pre authorized and she didn’t have the authority to reverse the charge. She told me to call back on Monday (2 days later) and ask for Minnie the manager. I called Monday (today) and spoke to someone who was not Minnie, she would not put Minnie on the phone and would not give me a time I could speak to her. She insisted she could “help me” she then proceeded to tell me that they wouldn’t do anything because my reservation was never canceled. I was considered a no show and was fully charged at 2:30 pm (10 hours after I had called and explained my circumstance and was assured my reservation was canceled and I would be issued a refund) So now they are refusing to refund me the $160 and also refusing to allow me to speak to a manager. I have never had a problem with Hilton brand hotels before and frequent them when I travel but I will no longer be using the...

Hilton use to be the prime of the Hotel industry now not so much any longer. Walked in the front to find no one at the desk. But someone finally showed up. I introduced myself. She looked me up on the computer and said insert my credit card. Wow, no hello, no mention that I was a Diamond member, which I have been for years. No how are you, glad to see you. Would you like your water and a snack. I explained I had completed the booking on line and my credit card is on file please use that. She insisted she could not check me in. But if I wanted to check in online I could. We'll since Hanna refused to check me in, my recourse was to do it myself. After checking in on line. I requested a digital key which didn't work. I had to walk around the whole building to get back to the front desk it's rough being handicap. No one's fault only my own but I try not to use that as a excuse. The front desk person was there I explained I had dropped my dinner and drink on the ground walking around while trying to carry all my luggage. I explained the digital key would not let me in the patio area to the building where the elevators are located. She goes oh I see you are checked in now I'll give you a key since the Digital didt not work. OMG why couldn't all this be done when I first walked in. This generation is hopelessly lost. The lack of training and empathy reflects on the management of this...