Tru By Hilton Lehi

I highly recommend staying literally anywhere else. I used to work here in breakfast and housekeeping, and there are things people should know. I’ve written this review multiple times, but the housekeeping managers keep getting it removed. There’s bullying and favoritism. Managers have bullied staff until they cried, and made fun of employees’ appearances behind their backs with other managers. They act above corporate rules and ignore staff when corporate says something shouldn’t be done. If you bring management problems to corporate, they’re all friends and will discuss it even if you ask them to keep it confidential because you fear retaliation. They don’t act when the issue concerns a manager’s friend, while another employee might get written up or yelled at in public for the same thing. I was told not to change sheets or pillowcases unless there was a visible stain a guest could see. The beds are disgusting, with urine stains on mattresses and dried blood on some. If there are bugs in your room, they’ll do nothing, and staff are told not to give out free rooms. We were told to handle problems ourselves and not bother managers because they were “too busy.” If you need the general manager, you’re escorted in and out of the office because they don’t trust you alone there, and you can’t have a private conversation. Housekeeping managers may be at the front desk gossiping about staff and guests or on their phones instead of cleaning rooms. Rotten milk is put out for breakfast about 95% of the time, and managers don’t care that it’s chunky. When guests are told something is out of stock, it’s because the front desk manager handles breakfast orders, despite not being trained in ordering or having ever worked breakfast. If staff raise that with the general manager, we’re accused of lying and stealing. One employee still works there after making inappropriate comments to a female coworker. When she told the front desk manager, she was told the hotel already had enough negative attention and not to go to corporate.

The room was dirty, and staff didn’t follow through. The front desk was willing to bring replacement towels after I found black hairs of different lengths all over the linens, counter, and toilet paper. At least none seemed short and curly. There also seemed to be some “love juices” running down the side of the bed, and “something” brown on the wall. I asked for an early check-in and was told it would cost $25, which felt like a rip-off, especially since nobody else was around and this was meant to be an economical stay. The TV had no live channels, as if the cable was disconnected. On the first night, I was told to leave the room while a staff member fiddled with it, which seemed reasonable. She said she’d talk to maintenance and come back, but never did. I asked again the next night. The front desk said everyone who could fix it had gone, and offered a room change without being able to promise the TV there would work. The staff seemed friendly enough, and it might have been an unlucky run of problems, but I’m not going to test that by staying at another Tru by Hilton.

The sink barely drained, and we had to get our own towels. We asked for housekeeping twice, but it never came. The front desk staff were polite, though we didn’t see any other staff. The walls were so thin that we could hear everything from next door, including bathroom noises. I wasn’t expecting much from the property, but this was a whole new low.

The front desk staff were always quick to help and went above and beyond when asked. They’re the reason I’m giving this three stars, the most the hotel could deserve while advertising itself as three-star accommodations. The rest of the stay was rough. I was there a week and twice woke to neighbors’ iPhones in adjacent rooms. The walls are so thin you can clearly hear normal-volume conversations and even bathroom sounds. The shower sometimes had barely a trickle of water. Room turnover was scheduled every two days instead of daily, as at a cheaper two-star hotel, but my scheduled service after the second night was missed. Then I changed rooms on the third night because a loud group of schoolchildren were screaming next door, and the room was never serviced after that. Some rooms get extremely bright exterior lights straight through the windows all night. The freeway is close, and heavy industrial traffic, especially semis using Jake brakes, is deafening, so better sound insulation is needed. The HVAC units are loud, click loudly as they switch on and off, and can’t keep the fan running for white noise. Every time I passed the pool during my stay, it had a “closed for maintenance” sign.