Tru by Hilton Atlanta Northlake Parkway, GA

The beds were hard, though our room was clean, the staff were friendly, and the continental breakfast was better than most. Our stay itself was fine, but we’ll never come back after what happened in the parking lot. Fifteen cars had their windows broken and belongings stolen. We were lucky that our car wasn’t damaged. We overheard management say the parking lot signs say they aren’t responsible. That may be true, but it was very insensitive. A longtime guest said this happens all the time, and the police took over an hour to respond. Be careful with your vehicle if you stay here.

The gym looked like it hadn’t been cleaned in a while, and its walls needed repairs. The room walls were also pretty beat up, and the baseboards could use a good cleaning. In the bathroom, the shower door was rubbing against the pan, and some hinge screws looked like they were backing out. I stay at Tru by Hilton often, and this one fell a little short. The staff were super friendly and breakfast was good as usual. I still think Tru is a good value, but this property needs some TLC, in my opinion.

We had a great Christmas weekend here. Our room and the common areas were clean, and the front desk representative and the people handling the continental breakfast were wonderfully hospitable. We’d come back to this Tru location, and we’ll look at other “Tru” locations when booking future stays.

I checked in on 9/21 around 7 or 8 pm, and everything seemed fine. The next day, after returning from a very important doctor’s appointment, I just wanted to rest, but my room key wouldn’t work. At the front desk, I was told there was no reservation in the system. I explained I’d checked in the day before without any problems. The employee said the third party I booked through hadn’t paid the hotel, so my reservation had been canceled. I told him I’d paid for the room and wasn’t going to pay another fee over that. After he called his manager, I was told I couldn’t have a room key and would have to be escorted to my room. Being walked there like a criminal was so embarrassing. Once inside, I found that my room hadn’t been cleaned. I contacted Hilton customer care and got a generic email from Lamont Johnson. I replied asking for an update and a phone call, but nothing has happened. As of 9/29, I still haven’t been refunded my $75 or received any compensation, or even an apology. I’ll never book with Hilton again. If anyone reads this, please stay away from them.