Tru by Hilton Huber Heights

We only wanted to take a shower, but came back five minutes later to find the bathroom flooded. The water was by the toilet and sink, then reached our door and the hallway, though none seemed to come from the shower. We first thought it might be the toilet, then told room service. At 4 a.m., we had to move everything from the first floor to the fourth just to shower, and lost sleep repacking our things. Room service said we could get a full or partial refund, but management refused, saying the sink was clogged even though we hadn't used it.

My fiance and I were trying to sleep when the person next door got loud around midnight. The staff were friendly, but didn't really help. The walls are incredibly thin, and room 412 seemed cursed: whenever someone checked in there during our stay, they'd stay on the phone and talk with their buddies loudly at all hours. If you want a good night's rest, avoid this place. Wouldn't recommend it if you enjoy sleeping.

The room itself was the problem, and housekeeping brought this stay down to two stars. On Day 1 we returned at 6pm to find it hadn't been cleaned, even though housekeeping was still in the hallway. I didn't want to wait, so I let it go. That night manager Aaron checked in, and I raised the issue. Aaron was prompt and helpful, and said they'd address it. On Day 2 we got back around 5pm: only one of the two queen beds had been made, the trash was still there, and the bathroom towels had tipped onto the floor. I texted Martaya, who apologized for the oversight and said it would be handled promptly. By Day 3, I wasn't expecting much because housekeeping didn't acknowledge people passing by. I put all the trash cans in the middle of the room to make them easy to spot. When we returned at 5:30pm, nothing had been cleaned: used towels were still on the floor, the cans hadn't been touched, and the beds were unmade. I wondered if my complaint on Day 1 had upset the housekeepers and led them to skip or half clean the room in retaliation. They didn't even say hello when I passed, and watched to see which room I went into. I felt targeted. The hotel, location, amenities, gym, breakfast, front desk staff, and the people who texted to check on my stay were all great. Without the housekeeping issues, it would have been five stars.

We stayed with family while attending a funeral, and the service was phenomenal. Everyone on staff was kind and welcoming. Front desk staff Nava and Angie were especially generous and made sure our family was taken care of throughout our stay. The rooms were very clean, and the lobby worked well for family game nights. We'll definitely stay here again when we visit.