Complaint Review: TRU by Hilton - Lone Tree CO
- TRU by Hilton 9741 Park Meadows Dr Lone Tree, CO United States
- Phone: 3037991800
- Category: Hotel
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..
This report was posted on Ripoff Report on 03/30/2021 08:40 AM and is a permanent record located here: https://www.ripoffreport.com/report/tru-hilton/lone-tree-hotel-refused-honor-1506549. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content
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