-
February 2024 by Jiwoo Jeong
Room 209 on Feb 11. The worst customer service ever by Hilton tru!!!! The clerk in the front wasn't at the front to check in and I had wait more then 10 mi uses and eventually I went to pantry to find her doing nothing and eventually when she came to front to get help help seh had the most undesirable look being at the front. If u dont want to work stop wasting peoples valuable time and let others who wants job take your position!!!!
-
February 2024 by Miss Jojo
I have to update my review two years later and honestly say I am disappointed in my experience staying at the Tru I stayed there for almost a week and requested that my linen be changed because it's been a while, and the house cleaning ladies (short buzz cut blonde hair, and lightskin lady with a high afro ponytail) decided to have a conversation about me while in the linen room and I overheard it while taking my dog out for a walk. I was very disgusted at the fact that they are complaining about doing their job. Not only that I was going to give them a $20 tip, but something told me to walk past that room for a reason. Not sure where you found these cleaning ladies at, but they should learn to close the door if they would like to talk about the guest or learn to not talk about the guest at all. I will say that I am glad to see that Robin is still here and she should have been manager already if not, but I'm glad to see Robbins friendly smile. She is still the same person and has never switched up. IF YOU ARE STAYING FOR A WHILE BE SURE TO BE OKAY WITH BEING TALKED ABOUT BECAUSE U ASKED FOR A LINEN CHANGE. 02/03/2024 between 1-3pm 4th floor cleaners
-
February 2024 by Tess Wochnick (Tessie or Tessa)
A simple and trendy version of a
-
January 2024 by Kristi Carney
Nice new property but TERRIBLE customer service! After checking into my room, I realized my credit card was charged twice for the room in addition to the incidentals charge. Called the front desk and was placed on hold for over ten minutes. Hung up and tried calling 5 more times. Had to get out of bed and get dressed to go down and find the desk clerk playing on her phone in a booth and the phone off the hook laying on the counter! Are you kidding me?!?! Was told the charge may come off tomorrow or it may take a week. She couldn’t explain the double charge. I guess everyone has an extra $300 just hanging out to be held for no reason. Completely unacceptable!
-
January 2024 by Jeffrey Baer
It’s convenient to everything in Auburn and near Opelika area. Rooms are pretty bare bones, code is downstairs only. The supplied soaps, lotion and conditioners are all in unsecured containers and the cap was missing on the lotion. Bring your own stuff.
-
January 2024 by Gunars Cazers
We stayed in three true hotels, two in Florida, and this one in Alabama. This was the worst of the three. We will still definitely come back to true hotels.
-
December 2023 by Calvin Moore
Will never stay at this location again. The hotel its self is fine but the customer service from Robin at the front desk on multiple encounters was atrocious. She had a rude and nasty attitude every time I tried to speak with her. My wife also tried to speak with her to see if she would get a different tone. Nope she continued to have an attitude with her as well. It wasn’t until I called the Diamond customer service and asked to leave a complaint with the GM that she miraculously did a 180. You should treat everyone with respect and kindness not just when you find out they are a Diamond member. Only reason I am leaving 2 stars is because they location and the rooms was ok. But after my experience with Robin I will never stay here nor will I recommend this location to anyone. Maybe the Hampton across the street treat there customers with more respect with less eye rolling and smart a** comments. For rooms costing almost 1k they should have way better customer service.
-
November 2023 by DeirdreeDsign Ideas
I have been a Hilton Honors member since 2012 and the Hilton brand hotels have been my hotels of choice for even longer. I became eel. On my way back home with only an hour 90 minute left to my drive, when I felt a need to exit the highway and get a hotel room, my intentions was to go to a Hampton Inn, but I discovered a brand of Hilton Hotels, that I had never heard of, called Tru by Hilton. And even though it was going to cost $10 more than the Hampton Inn, I chose to try Tru by Hilton simply because I never stayed at one before. In all my years of as a Hilton customer, I have never had a negative experience that I can remember… At least, not until my checked in at Tru by Hilton.The room that I was assigned (Rm #303) was not well insulated well or the windows needed weatherstripping, because the smell of the asphalt or tar that was being laid on the highway nearby was coming straight through the windows. Initially, I thought I could tolerate it Until I realize that my eyes had started burning, causing my eyes to water and eventually I developed a strong headache. It was affecting my sleep to the point that I called the front desk to see if they could change rooms for me, but Netri informed me she was not authorized to do that , I tried to suggest other options for me so that I could get sleep before I got on the road the next morning. But she continued to tell me she was not authorized to accommodate anything that I suggested. After almost 3 hours of begging for assistance, and being treated as though I was lying about my room Netri finally offered to place me in another room. By the time I was able to move to another room. It was 1AM in the morning and my main purpose for stopping was to get the rest I needed.It wasn't just the odor that I was experiencing, but it was the response from the front desk and management to my entire negative experience. They continue to claim that I'm making this up and will do nothing about it. I cannot get the general manager to call me back after waiting more than 10 days, I'm not even sure if I was given his correct name. I was told to call back this morning when he would be at this location, because there was a game in Auburn, but when I called I was hung up on. The name that Netri gave me was Chip Davis as the general manager, but I'm not entirely sure if that is the truth. When I asked them to confirm the name, I was told to stop calling and harassing them and I was hung up on.When I was finally able to speak with the assistant general manager, Hillary Jackson, she only made excuses for Netri's behavior and service, and ultimately she did denied the validity of my concerns and experience.This is the worst hotels experience I've ever had at a Hilton, and even though I will go back to their other locations, I will never step a foot back into Tru - Ever!!I've given the general manager, Chip Davis (?) plenty of time to respond since my stay on November 6th, and he's never there when I'm told he would be there and he's not calling to respond to my concerns.
-
November 2023 by Paula Simpson
Thank-you for a wonderful stay. It was clean and bright and love all the different sitting areas inside and out. Service was great too. And you have my favorite oat milk for coffee or cereal! Only suggestion maybe some better meat, protein selection on breakfast bar. Thanks again.
-
November 2023 by Page Graham
Nice hotel. Clean breakfast bar with a great variety. Love checking in and out on the app.
-
October 2023 by Vibes & Good Times
I stay at a bunch of hotels due to travel for work. This just wasn't it. Very tiny rooms, front desk wasn't really friendly. Wasn't impressed with Tru. I kept thinking I should have booked the Courtyard next door. No microwave in room. No closet, very minimal and like I said tiny rooms couldn't be more than 250 square foot. I'd stay at other Hiltons just not the Tru ones they are very basic. Also when checking in the hotel wasn't booked up or anything yet the room they put me in was next to the elevator and the walls are very thin so you can hear everything.
-
October 2023 by Steve Allen
I stayed at this hotel for a week while my dog had surgery at Auburn University Veterinary Hospital and the staff was very wonderful to me throughout my stay. Shout out to Robin and staff who made a trying time as pleasant as possible! The daily warm greetings meant a lot. This hotel is kept clean, it’s comfortable and stylish. Close to food and shopping! I would not hesitate to stay there again!Rooms: Comfortable and cleanSafety: I felt safe during my entire stay!
-
October 2023 by Susan Semonite
Wow!! This is a great hotel. Expect this with any Hilton property however…. What sets the Tru by Hilton at Auburn apart is the staff!! Absolutely amazing. I stayed two nights during family weekend/ home football game. As a guest I felt as if I was their number one priority despite the property being fully booked. I was especially impressed with upper management personally bringing in lunch for the entire staff… housekeeping to front desk. Made sure everyone had what they wanted, really nice to see.Hope to stay here again on my next Auburn visit. This place is AUsome!! ???
-
October 2023 by Emily Graham
The staff at this hotel are the friendliest of any hotel I’ve ever stayed in. They were so precious! Remembered our names the next morning. Rooms are very clean. The beds are crazy comfy. Highly recommend!
-
August 2023 by Quoshandra Thompson
Please stay at Tru it is amazing the atmosphere is so inviting! Clean and the staff 10 stars!! We were there for our 12 year old soccer tournament! We’ll stay every time.
