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Unaddressed Hotel Concerns

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Tru by Hilton - Unaddressed Hotel Concerns

The Tru Hilton hotel in Mobile, Alabama, where my husband and I recently stayed had damaged linen and furniture, toilet plush intermittently, and staff was unprofessional. It began with my requested first floor room was not ready during checked-in to the front desk could not give a time when the maintenance person will be available to fix the toilet.

The hotel did try to resolve the issue and gave us another room down the hall on the same third floor. However, that room had the same problem as the previous room, toilet pressure low and would not plush to include low shower water pressure. I brought it back up to, Kimberly, at the front desk so she could switch us back to our original room, due to the first room had a better shower pressure and no more rooms were available. Therefore, my husband and I had to relieve ourselves in the public restroom on the first floor that does work.

The area where breakfast is served had dead and alive roaches and ants to include rodents in our room. Despite this, the employee at the front desk told me the next morning that the manager, Tyanna, told her to get me escorted off the premises by the police because I have been causing problems and all I did was just ask when will maintenance be available and for clean towels at the front desk. There were several witnesses there from another group that can verify that there was nothing warranting the police to be called. Even though the general manager, Friday, emailed me that she was unavailable until after the Labor Day holiday and to contact Tyanna, she has yet to do so about the above concerns after trying to contact her by email and phone.

Tyanna is a terrible manager who really does not want to work, causing the rest of the staff to have the same unprofessional attitude. All the employees do is stay glued to their cell phones, do not answer the phone, and/or eat while engaging with customers at the front desk. This is unacceptable for the money you pay and needs to be addressed immediately. What a way to treat Retired, Disabled Veterans!

There was no criminal altercation to warrant this level of escalation. Even though, the General Manager, Friday, finally answered our concerns days later, she in return only made excuses for her staff and their behavior to ask us not to return to her establishment again.

All people have to do is look at the reviews from up to a year ago or longer to see the trend of the hotel staff being rude and management NEVER around. Be cautious when dealing with this hotel!

View full review
Loss:
$138
Pros:
  • Deceit location
Cons:
  • Staff and management is terrible

Preferred solution: I would like management to not charge me for the third night as was promised when they put me out and to remove the extra $137.82 off my credit card that is pending. In addition to this, I want all my billing information removed from their system.

User's recommendation: Go to another hotel where you are valued as a customer

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