Tru by Hilton Garland Richardson

We never got the room cleaned or fresh towels, even after asking several times. Staff said they were out of towels, but wouldn’t collect dirty linens from guest rooms to wash and replace them. Instead, they handed out floor-mat and hand towels to several families. The bathroom had cracked, lifting tiles and a cracked shower ceiling that dripped from leaking pipes above. The curtain wouldn’t close all the way, and the AC swung between burning hot and freezing cold. I canceled our reservation for the cheer competition at the end of this month before checking out. I’ll never come back.

We had a comfortable stay and liked being close to Panda Express. We usually choose Tru by Hilton for its modern feel and cleanliness, and the clean lobby here had the furniture and colors we expect. The room TV welcomed us by name, which we liked. The bed was comfortable, though the pillows had lost their fluff and shape. I always like the scent of the toiletries at Tru hotels, but the towels didn’t smell clean.

The garbage can out front has been overflowing for two days, and the hotel is filthy. Housekeeping kept cutting corners, and the staff took no responsibility. On Thursday, I asked for cleaning and nothing was done. On Friday, they replaced the sheets and towels but left hair in the sink, feces specks in the toilet, and urine spots on the floor. I asked again Saturday and gave them a list. They cleaned the sink, only partly cleaned the toilet, leaving it filthy around the rim, and left the urine stains on the floor. The front desk just said sorry each time. When I asked to change rooms, they said none were available, even though the parking lot was less than half full. I’m still here until morning, but felt I had to write this now. This is easily my worst hotel stay. Avoid it, you might actually catch something here.

The location was handy, with a 24-hour IHOP next door, and parking felt safe and close to the building. The day-shift staff were great and helpful, though my experience with the night-shift worker, an older woman, was very different. I reported no hot water on four of my five nights, and it was never fixed. She also made a fuss when I asked for extra towels and seemed reluctant to answer simple questions about snacks. I’m not sure whether that was a language barrier or poor customer service. I was working 6:00 PM-3:00 AM shifts, and loud upstairs neighbors and conversations from next door made it hard to sleep. By the first night, I could tell this stay was going to be rough.