Tru by Hilton Chesapeake Greenbrier

My wife and I are honors members. We have stayed and several Hiltons. The was a very nice hotel. HOWEVER, we reserved a kind bed. We are both bigger people as I'm 6'1". We did not get a king bed. We got a queen. When we brought this to the manager, her response was. "Atleast you got a bed". Unnaceptable answer. She also complained about over booking and that is why we got the room we did. Again, this is not our problem. We have never received this type of service from any Hilton affiliated hotels. It's kinda like going to the store and ordering something, the store not having what you need, then selling you a less expensive product for the same price. While this does not seem like a major issue. The managers response was not great. A few dollars back toward our inconvenience would have been nice. She didn't even apologize. Will not be coming back.
Apr 3rd, 2024

Mar 18th, 2024

Front Desk Experience left a lot to be desired. My wife checked in before me and the Lady at Check in was rude and unprofessional. I refrained from getting in an argument but when we left for dinner the same Lady was smoking out front. As a DOD employee I will not be booking this hotel again. Noteworthy details: Avoid the Front Desk
Mar 17th, 2024

Let me preface this by saying, I typically never leave reviews, which means this was pretty bad to have needed a review left on it. As I always do at Hilton hotels, I checked into the hotel through my app before arriving so I could just walk straight to my room and use my digital key. As soon as I walked into my room around 7:00 PM, I noticed the bed looking disheveled and untouched from the previous guests use (as can be seen in the picture attached). I then continue looking around the room to see if anything had been done, and the trash cans were used too (also in the photos attached). I immediately call the front desk and tell them about the issue and let them know I dont feel comfortable sleeping in a bed with linens that have not been changed. I told them I would be happy to just have the linens changed or get moved to a different room of the same type I had already. The person at the front desk (Alex) informed me that no housekeeping was available (which is typical of hotels at this hour, but not a wise decision in my opinion) and the hotel was booked which meant changing rooms was not an option until 3 AM (when the Hilton check-ins reset in their system). He offered to check around at other Hilton hotels to see if someone could clean the linens. I appreciated this but was upset given that it was not a great option but my only one nonetheless. I then went downstairs to grab a snack and kill some time while waiting to be able to lay in my bed and sleep after a long day of travel and work, but while I was down there I caught Alex in the middle of a phone call with another Hilton hotel saying he had a huffy guest and quoted me as saying the room didnt meet my standards. This quote may be accurate and would be accurate of any guest in my situation, but characterized me in not only a false light, but a very negative one at that. After waiting an hour I did however receive fresh linens from Lee and I was very grateful for his help. Given this situation I can safely say this hotel and possibly even other Tru hotels are not worth the value, even with the hotel looking quite grand in the pictures. It seems the low price comes along with a lack of effort in creating a clean and comfortable space for their guests.
Mar 8th, 2024

Good stay overall. Rooms were clean. Beds were comfortable. No microwave in room but we had access to one in the lobby. Breakfast could have been better. They had a variety of breakfast options, but the scrambled eggs were fake and watery. They had bagels but no toaster. Breakfast attendant didn't greet us or acknowledge us at all while we were eating. We checked in late and the desk clerk was awesome! We would definitely stay again in the future. Rooms: Beds were very comfortable and rooms were clean. We felt safe in the area.
Mar 6th, 2024