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January 2024 by Makaila Smith
We stayed at the Tru by Hilton due to our pipes being froze. Upon arrival we were met by a kind front desk, lady, Robin. She was sweet and sincere about our situation, and got us checked in as fast as she could. When we entered our room, we had noticed that it was not up to par. There was dirt on the shower walls, mildew in the corner of the showers, dirt on the floor of the bathroom, and the room, feces on the toilet, and a corner with dust in it that looked like it hadn’t been cleaned in weeks. We expressed our concerns to Robin and she kindly justified the situation and got us put up in a different hotel room. Unfortunately, that second hotel room was also not up to par. The shower was still slightly dirty, the floors still had debris on them, and the mini fridge had spills in it. We overlooked these issues and continued with our stay due to being extremely exhausted from having to pack up out five-year-old and a two-year-old and transfer them from their home to two different hotel rooms.Upon our checkout we were met by the general manager, tulinh, at first, she was kind until more situations continue to arise. We had called and given our card information over the phone and was told that it was a contactless check in which the general manager did not want to listen to, and proceeded to tell me that that was not a thing. we had also filled out a credit card verification form when we first arrived that Robin helped us with with a smile and the general manager stated that we needed to fill out another verification form, which didn’t make sense to me. The general manager proceeded to post blame on Robin, in an unprofessional manner. She told me that she would have a conversation with Robin and that it was a training experience for her. I feel like this is unprofessional because first, she did not sincerely apologize about the situation, and second, I believe that what happens in the hotel, and how you fix the problem with your employees is your business not mine. I also had my two year old with me that I was trying to keep entertained. I did not have her in a stroller, since it was supposed to be a fast check out. I also witnessed the general manager speak rudely to a housekeeper. She had called her on the radio and when the housekeeper got there, she was rudely sent away and said that she will call her when there’s not a customer. I do not mind the fact that the general manager wanted to take care of me first, but I do not appreciate the way that she talks to her employees. I also want to mention the cleanliness of the pool. The room is over powered with chlorine and the hot tub is tinted green like it hasn’t been correctly cleaned in a while. When you turn on the Jets to the hot tub brown dirty bubbles appear. The chlorine was so powerful in the pool, that it burnt my face and was hard to breathe in the pool room. The cleanliness of this hotel made us feel like we were not staying at a Hilton, but more along the lines of a motel six. I do not feel that I could bring up these issues to the general manager due to her not wanting to hear what I had to say. When I tried to bring up the cleanliness of our first room she was extremely fast to interrupt and her demeanor changed as I tried to expressed our issues. She did rectify the situation by giving us one of our nights for free after I had asked about the sign on the wall that states if they can’t make it right, the room is on them. She did so but in a rude manner. I do not understand how a general manager can be so unprofessional to her guests and her employees. I would have rather dealt with Robin then tulinh.I do want to add that the staff taking care of the breakfast bar were extremely kind and helpful.
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January 2024 by Jacob Withers
The staff is friendly, and the rooms are comfortable and connected. We love staying at this hotel!Rooms: The rooms are clean, and the furnishings are up to date. When we first walked into the room, we noticed that my name, along with my loyalty status, were displayed on the TV screen. The remote control functionality on my phone was easy to use and intuitive.
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January 2024 by Bill Howard
Very new and clean! The accessible room was great! Easy access and nice breakfast!Food & drinks: Lobby is full of snacks and drinks! Pool table and lots of games!
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December 2023 by Maria T
We love the unique vibe of the lobby lounge and rooms, and the customer service is outstanding. There is a 24/7 coffee, tea, and hot chocolate bar, as well as snacks.
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December 2023 by Chance Gum
Great place. Clean room, colorful, good shower, good breakfast, the ac/heat unit wasn't super loud. Only complaints I have are very minor. They had a pancake maker, I like waffles better. The shower has a very tall shower head and good soap/shampoo but it almost has too much water pressure. A much better option than the alternative. Staff was great. Price was good. I would absolutely stay there again.
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December 2023 by Laura Jensen
I gotta say, I’ve never had such a good time in a hotel lobby! We just booked a night for a stay-cationsince we live nearby. In the morning l, before our stay, we got a nice message asking if there was anything we requested to prepare our room. I was impressed with the customer service, definitely a nice gesture! The staff was helpful and friendly. The lobby is awesome! We had so much fun playing pool and other games and hanging out. They did a great job creating a relaxed and fun atmosphere. The kids loved the hot chocolate bar. Of course they loved swimming in the pool.The room was nice. I like the mounted bottles of soap and shampoo, I imagine that creates so much less waste and I’m happy hotels are starting this trend! We had a noise problem when our neighbors upstairs were jumping on the beds for 45 minutes at 11pm, but the staff handled it nicely. I definitely appreciate that.The staff could have done a little better managing the guests, there was a very loud unsupervised group of young runners, through the lobby and around the pool multiple times, and another group of young girls misusing gym equipment for quite a while, both of which can be very unsafe. It’s ashame their parents weren’t parenting. But no one got hurt thankfully. But I also understand it’s hard to say anything these days, especially when the parents aren’t interested in making sure their children are behaving.But overall, we had a great time! Definitely would like to do it again someday!Nearby activities: Centennial trail and the bikes on site would be really fun in the summer! Close to the mall and discovery parkWalkability: Not a lot of other businesses in easy walking distance. It’s doable but would be quite a trek. Discovery park is close and a really nice park.Food & drinks: Nice selection of snacks and drinks to purchase. Breakfast was good.
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December 2023 by Garrett Ainsworth
It was a pleasure to stay here. Clean, crisp, great breakfast and the staff are on point.
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December 2023 by Jacob Susol
It was a really nice place. I had my sons 8th birthday party there, and it was a blast staff super friendly. Even let us hang up a piñata in the outside fire pit
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December 2023 by chris turvey
If we ever stay in Spokane we stay there. Just a really good atmosphere. We love it there.Nearby activities: They have an amazing indoor swimming pool.
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November 2023 by Charity Garrison
Rooms are small, not a lot of breathing room. They are clean and decorated nicely, think minimalist late 60s. They have a nice common area, a nice pool, and a good breakfast. The staff are friendly and helpful.
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November 2023 by Cherie MacLean
I have traveled all over for work. This is a modern hotel !I had a family emergency. I had to drive 7 hours with no notice to go help. I first stopped at another hotel and it was horrible and $$ My sister in law told me about the new Tru Hilton and she said it was amazing! I left the other hotel and went over. It was close to midnight at this point the staff was friendly and I needed special accommodations due to medical issues and they were very helpful and had multiple options.The entire place as a open friendly vibe ! You are met with places to sit, games, TV and snacks or drinks, Coffee 24/7…I love !!! The look very European and clean no dirty carpet where you don’t want to walk on the floor. It’s wood floors in the rooms and a desk a little place to sit or place items, a closet and a mini fridge. The linens were so soft high thread count. They use pillow protectors and mattress protectors which a lot of places don’t. I slept great !In the morning they have a grand breakfast ! Tru Hotel has fresh breakfast with a plethora of different options each day. Pancakes with many options for toppings. Sausage, bacon, ham,omelets made with different fillings, scrambled eggs. Toast and bagels, cereal, milk, a machine for different juices… fruit …. The staff that takes care of the breakfast is so kind and friendly !!The pancake machine I want one for my house it cooks them as you wave your hand! Hot delicious fluffy pancakes !! Yes please !I was working the night shift helping with the family emergency so I was stressed and upset and tired. They kept the food for me when when I walked in at 9 -9:30 am dragging each day.. as it was time to close it up. They would make sure I was fed and I quire how things were going.Every staff member from the owner which shocked me ! He checked on me daily. The managers, the staff who cleaned. They all daily asked how I was holding up and made sure I had something to eat. Offering to help take it to my room when some days I was so tired I couldn’t sit in the main room.One day I was talking to the kitchen staff and the lovely lady heard I had triplets and twins and kids she wrote down a recipe one of my daughter with food restrictions could eat. Going above and beyond.I slept during the day and the day crew supervisor and the staff who cleaned the rooms were super courteous to let me sleep.It was like staying with family. I was suppose to stay just a few days but it ended up being 11 days I believe.I also had more family come stayed with their kids for the weekend and loved it as well. The pool facility is kept super clean and you can tell they monitor the chemicals well. It’s clean and the pool was warm !!! Everyone had a great time and said that’s the only Hotel they would stay at when visiting again.I can’t stress enough how this Hotel treats you like you matter and are cared for. The owner and managers have done a great job training the staff. They as I observed treated everyone with the same kindness and attentiveness.The shampoo and conditioner is in the shower and by the sink ! I hate all the mini bottles and how you have to as for more or unwrap everything then all that added waste to the environment. This is a very environmentally friendly hotel. Fantastic smelling and felt great ! Please share the brand ! Coming from a more humid climate it was so nice to have lotion in the room.They have charging stations all over ! I was able to plug in my tablet, computer , phone , kindle, my watch. The TV is huge you can log into your Netflix account and it’s lovely that it says your name when you walk in. Super nice touch. They have black out curtains which I really appreciate!Leaving was hard. I had grown to really like and appreciate the people who work there.I will be back with my family. The owner was kind to his staff. It’s a must stay when in Spokane !!! Also right off the free way and close to restaurants and shopping. A play ground across the street.The pic of cookies were a gift. I left as a thank you my sister in law made for the staff.Rooms: The rooms were very clean and modern. Loved
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November 2023 by Gothic Hippy
Great location for this newer hotel but it was not built with travelers in mind. No closet (just a bar with a few hangars), no room to put any suitcases, bathroom is very small with no room to put toiletry bags. There is a tiny desk and a very uncomfortable chair, a bedside table and a bed. Nothing else fits in there. The bed was comfy but the pillows were pancake flat.Walkability: There is a nice park with a walking path just across the highway.
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November 2023 by David Hwang
Room was modern and updated only issue was mold on the shower door caulking. Very basic rooms, great for family of 3 or less and short term stay 1-3 nights. Breakfast was decent for it being free. Room temperature was bit tricky to control. The pool table and board games were nice addition to the hotel. Similar to Hilton Garden.
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October 2023 by CS Yang
We traveled to Spokane with my daughter's team for their Soccer games. When we got to the hotel after one game, there was a long line which is fine given we all arrived at the same time for check in. After patiently waiting for my turn, the front desk employee did the normal procedure, checked my id, get my credit card for deposit. Then she told me that my room was not ready yet and asked me to wait in the lobby so my room can be ready. It was already 5 pm. This is the first time I could not check in at a hotel after 3pm. Then I waited and could not help listened another parent in my team was told the same thing then she asked if she could find a different room and Robyn immediately complied. I was very mad at that point because apparently there were rooms available because all the folks behind me got checked in. Because I know all the those parents I did not want to make a scene. I waited until they were all checked in and asked the lady about my room, guess what, my room was ready. I told her it was not acceptable for what she did. I think the hotel has great facility, room and all the hardware. But what really makes the difference is the people.Noteworthy details: Nice breakfast and they have a pool table.
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September 2023 by Destiny D
Nice, clean, new rooms. Staff was friendly and breakfast had waffles. Rooms were a bit on the small side. Shampoo, Soap, essentials supplied. Always bring your own toothbrush and toothpaste. As a bonus, they have pedal bikes to rent for free. Recommend!Food & drinks: There are places to eat around the hotel. Cafe Rio is close, and a walk up, hot and ready, Mexican style menu. Outback, Local Wing Spot and more within a few miles of the hotel. None are walking distance.
