4/10 Poor
Tara
Travelled with family
Jun 26, 2025
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Horrible Service at Tru by Hilton Miami SL
I arrived early (between 9:30-10 AM) and was told that my room would not be available until the afternoon. I was allowed to leave my luggage in the corner with others waiting for a room. I came back around lunchtime and waited. I asked if the room was available I was told no that a room may be available after 1 or 2. I waited with two other potential guests. The manager came out and offered them drinks and snacks while they waited. He did not acknowledge me. I asked again at after 1 and 2. A gentleman who just returned from his break was reminded by his coworker that he has to offer me a king if 2 queens were not available. He said no, I have to give her what she wants. The coworker didn’t back down and he proceeded to look at his computer telling me that nothing was available until 3. I sat back down and watched others who also had 3:00 as check in time proceed to get checked in. The manager walked by and stood at the desk as I was finally checked in at 3:10. I had to ask for the location of the bathroom as I proceeded to pee myself. A puddle was left where I stood. I cleaned the bathroom floor but I had soiled my dress and shoes with urine. When I came back to the front desk to get my room key, the hosts that had refused to provide me a room started speaking in Spanish, asking the person assisting me about details of happy hour such as were they going and what they were going to drink while they were still trying to assist me.
Tara
Stayed 2 nights in Jun 2025