Tru by Hilton Binghamton Vestal

We walked into a room set up with rose petals, tea lights, and a small basket of goodies, plus a lovely card signed by the staff. I’d mentioned in the booking notes that my fiancée and I would be staying there on the night of our engagement as we crossed the country to our new home, hoping for a heart-shaped towel or romantic lighting. The staff did far more than I expected, and made that first night engaged incredibly special. I can’t thank them enough. They’ve made us Hilton customers for life.

I was told by one representative that I’d never called, then charged for the full stay instead of one night. It felt like I was being called a liar. I’d canceled my reservation before the scheduled date and spoken with someone at the hotel to confirm it, but later Hilton said there was no cancellation on record. Whenever I followed up, I got no real help, and staff seemed unaware of their own policies. I’ve stayed at Hilton properties internationally and across North Carolina for the past two years without problems, until this Binghamton location. The service here has been deeply disappointing. Thanks for responding, but I’m not calling a sixth time after the last customer service representative said they couldn’t do anything. Don’t promise to resolve something if you can’t follow through. My reservation is for November 14, and I want it canceled. I’m never coming back to a Hilton in the United States. Hilton should do better. This is not the professionalism or accountability I expect from the brand. Save yourself the frustration and book with Marriott instead, their service is far more reliable.

I could hear everything happening in the room above me, and it kept me awake. The ceilings seem very thin. The hotel itself is modern, and the rooms are thoughtfully laid out with lots of useful features. There was also a foul smell that came and went, but I couldn’t work out where it was coming from.

The hotel was clean and really comfortable. For our first night engaged, my now-fiancé booked us a room and contacted the staff ahead of time. They went above and beyond, setting it up with a cute little basket and a card signed by everyone on staff.