Tru by Hilton Stoughton

After driving through a snowstorm, we were relieved to find a hotel showing several rooms available online. But the person at the desk turned us away straight away, without explaining why or offering any alternatives. He showed no concern about the weather we’d just driven through or the availability listed on their own website. It was clear he didn’t care about customer service. We went across the street instead and were welcomed kindly, with basic human decency. The front desk here could use training in that. Very disappointing, especially from a place we expected better of.

We’d booked here once before and that stay was decent, but we won’t be back. Check-in was at 3 p.m.; we arrived 90 minutes early and were told the room was ready, then told there’d be a $50 early check-in fee. I’d already paid $175 for the night, and wasn’t about to pay another $50 for an hour and a half. I could understand a fee if the room weren’t ready and we were demanding early access, but that wasn’t the situation. The only reason for it seemed to be Hilton being greedy. They won’t get any more of my hard-earned money.

The walls are so thin I heard a man snoring next door, without even a connecting door between our rooms, and it kept me awake for half the night. The next evening a new couple arrived at 10 p.m., and I could hear them talking as they settled in. I woke around 3 and heard the new man snoring. The eggs on the breakfast buffet were cold, and the soap in my bathroom was empty and never refilled.

We finally got our room 35 minutes after returning from the wedding, and they offered a 20% reimbursement. That was nice, but the whole thing was infuriating. I’d tried checking in an hour early, and the two women at the desk were rude and dismissive, saying they don’t do weekend early check-ins. Fine, I could wait until 3, even though I had an event to get ready for at 3:30. I tried again at 2:50 and still couldn’t check in. Then they said my room type wasn’t available and couldn’t say when it would be. My family had already checked in, so we went to the event. We came back at 5 to get ready for dinner, and our room still wasn’t ready, even though I was meant to have it two hours earlier. I’ll never stay here again.