Tru By Hilton Concord Charlotte

The assistant general manager apologized for my concerns and offered a partial refund, which I appreciated. But several days later, there was still no refund. I called the hotel that evening after seeing my receipt at the original rate. The staff member said she was texting my confirmation number to the manager who had helped me so he could process the refund the next morning. My bank account still hasn't been adjusted, and no one has told me when to expect it. This was my first stay, and the setup was confusing: two hotels are combined into one, or at least that's how it seemed. On arrival, a friendly staff member checked me in. I had traveled for hours and wanted to rest, but thin walls and noisy housekeeping meant I couldn't rest at all. They were cleaning rooms well past check-in time, and could have been more considerate of guests. I texted back when they asked how things were going, explaining the noise and that I couldn't find a way to use the bathroom fan. No one responded. I had to leave the bathroom door open while showering to keep the humidity down, which doesn't seem good in the long run. At checkout the same friendly desk staff member asked about my stay. I said I had some issues but couldn't discuss them then because I was driving home to another state and needed to pick up my child on time. She seemed concerned, so I returned after putting my luggage in my vehicle to talk briefly. She wasn't available, so I spoke to the Assistant General Manager instead. I also mentioned that the bedding smelled like sweaty body odor, even though it looked clean. I wasn't happy that there were no microwaves in the rooms either. Another staff member said microwaves were in the Home 2 Suites on the “other” side of the attached hotel, even though everything is combined. The hotel looks clean, which I appreciated, but based on this experience I probably won't stay at another Tru hotel. There's a first and last time for everything.

For a quick three-day getaway with my boyfriend, this was a clean, affordable, comfortable place, and it gave us the peace we needed after a hectic week. We didn't want to be bothered, and had no complaints. Staff were welcoming and helpful. One thing I hadn't known beforehand: there's a refundable $50 deposit in case you break something or charge the provided snacks or essentials to your room instead of paying at the register. It didn't bother me, but seemed useful to mention. The hotel is just down the street from Concord Mills mall, with lots of activities and restaurants nearby, which made the stay even better.

The room was clean, and the new hotel had an efficient layout with plenty of room to hang things and a desk that rolls. Breakfast was pretty good, and I liked the pancake maker, which I'd never seen before. Concord Mills and lots of restaurants are right nearby. We had a confusing check-in. The Hilton app said we could check in, so we went over around 1 pm. The woman at the desk said no rooms were clean yet and she'd call when one was ready. That was fine since check-in officially started at 3, so we went shopping. Nobody called, though, and it was already 4 pm when we came back. A different person checked us in. I asked for a quieter room, and she said she couldn't predict which would be quiet, which I understood. Still, she put us in a room facing the entrance, and it was loud. We only had that one request, and it felt like she hadn't given it any thought. At night the room felt cold, so we called for another blanket. The gentleman couldn't leave the desk because they seemed understaffed, so we had to go down and get it ourselves. I guess that's fine, but where was the customer service? The walls were too thin, and a blinking device on the ceiling kept us awake with its eerie flashes in the dark. It might have been the smoke detector. When we finally slept, noise from nearby guests sounded like a stampede of elephants. We couldn't tell if it was coming from above or the sides, but it kept disturbing us through the night and reminding us of that flashing light.

We were in town for a gymnastics competition and had a fantastic two-night stay. The hotel was fresh and super clean, the staff were awesome, and breakfast was superb. We liked relaxing in the lobby, with plenty of seats to hang out in. My daughter loved the egg chairs. We also spent a few minutes outside by the gas fire pit and enjoyed the outdoor seating area. Can't recommend it enough!