Complaint Review: TRU by Hilton - Lone Tree CO

My 1st stay in TRU [Lone Tree / Park Meadows], they neglected to accommodate 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..

You sound like nothing more than some Self Entitled person who thinks just because they are a member of some "points" program that they can be a total a**.

These are not cases where you booked a room with a King Bed and they gave you a Queen, or you booked a view room and they gave you one without a view. You are complaining about Special Requests.

Your request for a tub was a special request unless you had something in writing from the hotel that guaranteed you would get a tub. Typing something into the "Special Request" field and reserving the room does not guarantee they have to honor it. When you asked if she could do something, what exactly did you want? Perhaps you wanted them to tell the possibly disabled person who needs an ADA room to get out because you wanted a tub?

So the next day they offered you 1,000 points...Congratulations. Oh by the way when you called and they gave you the points they didn't do it because you were right...they did it out of trying to do good "Customer Service". Which after you you described the employee as "Chubby" is more than you deserved.

As for the Wired Internet port. Seems like you go out of your way to find the very hard to accommodate request so that you can complain. I wonder if you have more points on your account from being credited due to your complaints or actual stays. If as with the tub they only have a limited number of rooms with a port and those are taken, you aren't entitled to any sort of accommodation for that. If having a wired port was so important as soon as they said they don't have one you should have left. But like the tub you elected to stay, probably hoping for more points.

Instead, they issued you a Trespass Warning telling you to not come back. If you were even half the a** you appear to be from your report they did the right thing, and as a private business, they have the right to ban you from their property.

As for you filing a lawsuit..that is laughable at best. But since you won't believe anything stated here. Get yourself an attorney and tell them you want to sue. They will do one of two things they will explain to you the reality and send you on your way, or they will say they will gladly represent you as long as you pay a huge retainer upfront. I'll leave it to you to figure out which one is actually looking out for your best interest.

Good Luck and if you do file suit I hope you post the Court information here so everyone can follow it.