Tru By Hilton Milford Cincinnati, OH

Our group of nine loved the hotel. We checked in around 11:30 the first night, all exhausted, and got our rooms quickly. The front desk staff were helpful throughout, whether we needed check-in or checkout help, sodas, or over-the-counter medicine. Thanks for keeping those in stock. The rooms had plenty of outlets, which is rare, and the bathroom outlet had a built-in nightlight. There were two shade options for the windows, plus shampoo, conditioner, and body wash in the shower, and wall-mounted soap and lotion beside the sink. I liked the laminate floors instead of carpet, although I could hear the neighbors a bit more. I don't walk barefoot on hotel floors anyway. Breakfast had pancakes, eggs, sausage, oatmeal, pastries, cereal, yogurt, fruit, and juice. Nobody went hungry, and the lobby had lots of seating in different styles. We didn't get to use the pool or gym, but both looked nice and were busy while we were there. The location is convenient, just off the interstate near Wal-Mart, Target, restaurants, and a Skyline Chili. Getting downtown was pretty quick on a weekend. Watch for the poorly marked roundabout nearby when approaching at night. It's raised and we almost drove straight over it. The hotel is at the end of a lane, so keep following GPS even when it looks like a private driveway.

My old dog is comfortable here, so I'm really glad I picked this hotel. The staff are extremely helpful, the room has an excellent air conditioner, and the complimentary breakfast is wonderful.

We'd been good patrons for many years, but after this stay we were treated badly. We tried to check in and found people waiting in the lobby with nobody at the desk. After an hour and a half, we contacted the police to look for the missing employee. Eventually we reached someone who knew the manager, Kay, and half an hour later someone arrived. We were sent to a room and walked in on a dog and other people sleeping. We asked management to check another room before we entered, and finally got our room at 3:00am. The manager offered a bag of chips for the trouble, then a $75 gift card the next day. I asked for a refund for the three-night stay. They agreed, but later called to say they wanted us out and checked us out, making us miss our family Christmas plans, all because we'd tried to find the missing employee with help from police.

My husband always checks hotel beds for bed bugs, and during our stay for a wedding he noticed a washcloth sticking out from under the mattress. He lifted it and found used drug needles, a crack pipe, and an unopened drink. When he told the front desk, they said, “they normally don’t leave the needles behind.” We left and asked for a refund, but were passed back and forth between corporate Hilton and this location. They said we couldn't get the money back because we'd prepaid, and offered a free night for a future visit that we obviously won't use. We were shocked by the hotel's response. It could have been a very scary incident if the needles had stuck my husband.