My 1st stay in TRU [Lone Tree / Park Meadows], they neglected to acommodate my request of having a tub, which was clear in the reservation [res]. There was a chubby blonde who's usually sits on a couch using her cell phone, who checked me in. I got to my room & saw my request was neglected. When I brought it to her attention, she switched my room as she knew she made a mistake. However, after telling her there's still no tub, she said there's only a handicap room with a tub, but it was taken. I spoke to her about it & asked if she could do something since I made my request clear & paid, she sarcastically said she's not a manager, so I'd have to wait until the morning for a manager to fix it, but she'll let her know. Taken back by her demeanor, I stayed anyways.
The next morning I spoke to a lady who I later found out was the General Manager [GM], Kaitlyn Perez. I asked her was she told of the incident last night; she said no. She asked what happened. Unhappy I had to explain, she said she'd + 1000 points to my Honors account for my inconvenience. After a week of her not adding my points, I had to call corporate & file a complaint on her, which after seeing I was right, I got my points. So the desk lady & Kaitlyn lied. My 2nd stay, the same desk lady checked me in. I told her a different request [ethernet port for computer usage]. This time she got an attitude & said give her 10 minutes as she checks to see which rooms matched my request. After claiming to check 2 rooms, she again got sarcastic, saying all rooms were like that so there's no ethernet port. I told her last time I stayed both rooms had a port, & I was able to hook up my pc to the 2nd, so you don't want to check. She didn't like what I said, and again, I was right. She could only say she checked & didn't see any ports. I requested a refund, & she again stated she's not a manager, so she can't do it. She said I'd have to talk to the manager in the morning.
There's a TRU Promise sign by the desk, which says: "You deserve Tru's best every day: a clean, comfortable place to stay and service with a smile. If it's not our best, please let us know. We promise to make it right or we'll cover your night." I thought I already know where this is going, & since it was late & I didn't want to leave & be hassled over a refund. When I checked out, I noticed the same lady I spoke to was the lady I told of my issue, not knowing who she was, until I saw Kaitlyn on her name tag. She asked how was my stay. I told her not good, then walked away, hoping she'd honor the Promise. She said / did nothing but let me leave unhappy. After contacting corporate & exchanging emails with her, telling her she lied, didn't do her job, or honor the Promise, next thing I know, I'm told a police report was filed on me, & don't go back to the property. The Operations Manager, Carlos Martinez, who aint a real manager, lied, claiming he was away & won't be back until next week, but said share my experience with him & he'll forward it to the GM. Before I responded, Kaitlyn emailed me, & from there it went down hill. Expect TRU to have a lawsuit for Defamation & Slander, & new management soon..
Tru by Hilton Reviews
My 1st stay in TRU [Lone Tree / Park Meadows], they neglected to acommodate my request of having a tub, which was clear in the reservation [res]. There was a chubby blonde who's usually sits on a couch using her cell phone, who checked me in. I got to my room & saw my request was neglected. When I brought it to her attention, she switched my room as she knew she made a mistake. However, after telling her there's still no tub, she said there's only a handicap room with a tub, but it was taken. I spoke to her about it & asked if she could do something since I made my request clear & paid, she sarcastically said she's not a manager, so I'd have to wait until the morning for a manager to fix it, but she'll let her know. Taken back by her demeanor, I stayed anyways.
The next morning I spoke to a lady who I later found out was the General Manager [GM], Kaitlyn Perez. I asked her was she told of the incident last night; she said no. She asked what happened. Unhappy I had to explain, she said she'd + 1000 points to my Honors account for my inconvenience. After a week of her not adding my points, I had to call corporate & file a complaint on her, which after seeing I was right, I got my points. So the desk lady & Kaitlyn lied. My 2nd stay, the same desk lady checked me in. I told her a different request [ethernet port for computer usage]. This time she got an attitude & said give her 10 minutes as she checks to see which rooms matched my request. After claiming to check 2 rooms, she again got sarcastic, saying all rooms were like that so there's no ethernet port. I told her last time I stayed both rooms had a port, & I was able to hook up my pc to the 2nd, so you don't want to check. She didn't like what I said, and again, I was right. She could only say she checked & didn't see any ports. I requested a refund, & she again stated she's not a manager, so she can't do it. She said I'd have to talk to the manager in the morning.
There's a TRU Promise sign by the desk, which says: "You deserve Tru's best every day: a clean, comfortable place to stay and service with a smile. If it's not our best, please let us know. We promise to make it right or we'll cover your night." I thought I already know where this is going, & since it was late & I didn't want to leave & be hassled over a refund. When I checked out, I noticed the same lady I spoke to was the lady I told of my issue, not knowing who she was, until I saw Kaitlyn on her name tag. She asked how was my stay. I told her not good, then walked away, hoping she'd honor the Promise. She said / did nothing but let me leave unhappy. After contacting corporate & exchanging emails with her, telling her she lied, didn't do her job, or honor the Promise, next thing I know, I'm told a police report was filed on me, & don't go back to the property. The Operations Manager, Carlos Martinez, who aint a real manager, lied, claiming he was away & won't be back until next week, but said share my experience with him & he'll forward it to the GM. Before I responded, Kaitlyn emailed me, & from there it went down hill. Expect TRU to have a lawsuit for Defamation & Slander, & new management soon..