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January 2024 by Christi Pope
I stayed at this hotel for 2 nights while visiting family. Overall, a nice place with friendly employees and they allow dogs! The only negatives were the computers at check in/ out and multiple items the hotel was out of. It took us almost 25 minutes to check in because the computer was not working correctly. It also took too long to check out. The hotel was out of aspirin to purchase and on the second day there were no regular sized plates for breakfast. Simple things that the employees should not be dealing with. I would stay here again because the location was good and the beds were comfortable!
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December 2023 by Tara “Hugs” gibson
The hotel is great overall condition. The staff was excellent smiles and provided me with all my needs. The room was clean and everything is updated and excellent. I enjoyed hot water, great television and a confortable bed. My only issue was other guests in the hallway making noise from 12 pm to 1 am. There were cop cars down stairs as well. I’m not sure what all the commotion was about. I called the front desk and finely opened my door and told the guest “ people are trying to sleep here.” There were 3 kids running up and down hallways and 2 adults laughing and talking loud. The front desk would not answer the phone second time I called.I have sleep apnea and it is hard for me to go to sleep, but being woke up at 12-1 in the morning was not what I expected at this hotel. I come here to get a good night sleep not to be awaken bye loud noises.This hotel was not full in parking lot or busy when I checked in. Maybe 10 cars outside all night.I hope staff will adress this before my night is over.Rooms: Very roomy clean and comfortable bedNearby activities: Very accessibleWalkability: Very accessible
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December 2023 by Lisa Nast
Love this hotel! Wonderful atmosphere! We are Hilton diamond members and we were able to use our digital key and this was an amazing and very easy process! We love this brand because of the wonderful rooms and the bathrooms and oh my gosh...the soaps and shampoo are to die for!
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December 2023 by Nicolle Bassi
I had several issues with my stay to the point that I checked out just hours after I arrived to the hotel. First and foremost, this hotel was the grimiest and nastiest hotel I’ve ever stayed at, especially within Hilton (a brand I trust so much that I always stay with them). There was crushed food and visible dirt on the floor of my room, questionable liquid drip on the walls, hair in my bedsheets and bathroom toilet and floor, the worst rust in the refrigerator, and layer of visible dirt and dust where the bed is mounted. On top of this, the room was falling apart: hooks and baseboards falling off + weird dirt or orange markings all over the walls. My favorite part was the ROACH and numerous roach eggs in my shower. I have the photographs to prove it. I discovered all of this in my room after checking in at 4am following a 14 hour roadtrip from Miami, FL to Prattville, AL to see my sister for the Thanksgiving holiday. It doesn’t end there unfortunately. My boyfriend went down to find the receptionist on duty and see if we could get a new room. We couldn’t find her for an HOUR. We knocked, called the front desk, shouted out hello. Finally we found Dina hiding out in her office. It’s ridiculous that we couldn’t find anyone to help us for that long in the middle of the night. Imagine a bigger emergency. We made a complaint and asked for a new room. She mentioned this was unacceptable and that she would speak to management in the morning. She then took us to 6 other rooms that were in the exact same conditions or worse (one was even missing the shades) - we didn’t end up switching rooms given that it was already 6am and Thanksgiving dinner was in a few hours and all the rooms were the same condition. Later that morning, another woman, Star, let us know that Pam the housekeeping manager had made sure to have a room cleaned top to bottom for us. We repacked all of our luggage, including our nervous service animals, and moved to that room with high hopes. It was in the exact same conditions and had roach eggs in the shower again. At this point, we went back downstairs to speak to Star and let her know we were checking out and we wanted a full refund. Unfortunately Star had already left and another small blonde woman let us know that we had already spoken to the general manager of the hotel on the night we checked in — Dina never let us know she was the general manager, she lied to us and didn’t resolve the problem in any capacity. The small blonde woman we last spoke to was very sweet, as was Star, and they both promised we would get a full refund for this stay and wrote a note for management on a clipboard because they explained they didn’t have a working system to log these notes in. I still have a charge on my credit card statement and it seems no one cares about the status of this hotel, the value of money, or the customer’s experience. This has been an extremely unprofessional and disgusting experience, unlike what was advertised and what I know Hilton to be. I will be contacting my Amex bank to dispute this charge for fraud (because that’s what it is) and close out my Hilton credit card and accounts, as this experience was nasty and left me with a very bad taste in my mouth. It also caused me to miss my Thanksgiving dinner with my family who I only get to see once a year if I’m lucky and I had to figure out last minute arrangements. All in all my holiday was full of stress and it was literally spoiled thanks to the lack of service and accountability at Hilton. I would love to hear back from someone about this. I deeply stress anyone who wants to enjoy their stay to find another hotel, and I say that as someone who has always taken pride in staying with Hilton. $500 is a lot of money these days to be showering with a million ROACHES like a pig in pig pen.
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November 2023 by Kamala Steele
I am normally very please with Tru but this stay was very uncomfortable. Items were left in the fridge, the bathroom sink drained slow, the blinds would not let down, and there were multiple services that were not cleaned properly. Thankfully it was a quick overnight stay.
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November 2023 by marthacrnp
Very nice hotel seems new very clean close to shopping and several eating places. They do provide breakfast, sausage eggs, pancakes and the other typical quick breakfast you would expect at most hotels. Would stay again!
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October 2023 by Jay Hamann
Requested room service several times throughout my 32 day stay only to have to partially done. Some days my bed would be made but no new towels or the trash taken out or vice versa. Not thrilled because I brought it up to management and nothing changed.
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October 2023 by T Davis
Excellent place to stay overnight or long term. Positives: The bed and the linens are the most comfortable I’ve ever slept in. 100/10. The pool area is clean and cozy. The lobby and sitting area is clean and adequate. Rooms are excellent and come with everything you need, even a mini fridge. The shampoo & conditioner were actually better than my own high end brand. I’d love to know what it is! Smart Tv with tons of choices.Negatives: The staff certainly leaves something to be desired. Never at the desk. Locked us all out of our rooms (and outer doors) twice. Didn’t get towels after asking several times. Was told “just come get them yourself”. Yikes. Coffee was barely warm. You can hear people above you, so ask for the top floor if you have to work or need to sleep thru the night.
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September 2023 by Jennifer Hart
Excellent choices for breakfast. Rooms spacious. My experience with front desk was not so pleasant.
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September 2023 by readytogo3500
This hotel is surrounded with loud road noise and there seems to be little sound insulation in the walls or windows. Lots of loud motorcycles and cars until well past 1am the night we stayed there. Was only offered a 20% discount for a lousy night of sleep. Also, bathroom caulk around the tub/shower needed replacing. The breakfast was mediocre and the check-in, check-out employees didn't seem to care.
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August 2023 by Angee Whitt
Great room, clean. They have lotion, hand soap in squeezable dispensers also the body wash, shampoo and conditioner the same in the shower. Very
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August 2023 by T.J. Thompson
Curtains were broke, toilet handle was jingly, could not pay with separate credit card than was booked on reservation and could not link Hilton Honors to second room.But breakfast was good and beds were nice.
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July 2023 by Mark H
Guest rooms are dirty, dusty, sticky, hairy… gross. I have stayed at many Tru branded hotels in many states over the past few years and they are generally very pleasant. This location is a far cry from what I have come to expect. I have experienced two separate stays at the Prattville location in two different rooms, and both were not clean. Several other reviews have made mention of this and it is remarkable how quickly the rooms have been allowed to deteriorate. The floors were somehow wet, sticky, and dusty all at the same time. Every surface has a layer of dust, and even the walls are worn and covered in hairs. Common areas are very clean, but the rooms are not. ?
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July 2023 by Christina Marsman
Great location, super clean and fun hotel. Room was very spacious and comfortable. Within walking distance to restaurants and shops.
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July 2023 by Mikea Le
First night I get the distinct order of cannabis in the hall. I requested a non-smoking floor yet my end was smoke filled. I notified the front desk...no apologies, basically just deal with it.Rooms: Pretty comfortable with low noise.
