2/10 Terrible
Brandon
Dec 7, 2025
I would give zero stars if I could. I came down with COVID right before my trip and reached out to Tru by Hilton to cancel my reservation for the safety of everyone involved. Despite explaining that I was sick, contagious, and physically unable to travel, they flat-out refused to cancel or refund my stay.
To make things worse, they had the audacity to send me an email saying they hope I enjoyed my stay—knowing full well I never even checked in.
It’s extremely disappointing that a hotel chain would prioritize policy over basic human decency and public health. I wasn’t asking for anything unreasonable—just not to be penalized for trying to do the responsible thing. Instead, I was met with zero flexibility and zero empathy.
I won’t be booking with Tru by Hilton again, and I wouldn’t recommend them to anyone who values customer service or compassion.
Brandon
Stayed 1 night in Dec 2025

























