Terrible experience – never staying at Tru by Hilton again
I’m extremely disappointed and frustrated. I booked and paid for my room at Tru by Hilton in Lumberton, NC through Expedia three days in advance. The reservation was confirmed. But when I arrived after a 12-hour drive from Florida, the front desk told me my booking didn’t exist in their system. Even after I gave them my confirmation number, they claimed it was under someone else’s name.
I asked for a manager—guess what? They said there wasn’t one! Seriously?
After all that, I was forced to pay AGAIN for a different room that was smaller and didn’t have the features I originally paid for. No explanation, no apology, no accountability.
In the end, I spent nearly $400 for a stressful, disappointing stay. Absolutely unacceptable. I will never stay at this hotel or any Tru by Hilton again, and I strongly suggest others avoid it too.