Tru by Hilton Phoenix Midtown - Phoenix, Arizona

Peter J.

I had a terrible experience at this hotel. They overcharged my card, and despite numerous attempts to resolve the issue, I've been getting no response. I've contacted the hotel multiple times over the past 6 days, and every time I call I am instructed to speak to the manager, who is conveniently never around! No response to emails or calls—just complete silence. It's incredibly frustrating and unprofessional. I would not recommend staying here if you expect any kind of customer service or accountability.

Avoid at all costs if you value your money, sanity, and time. My family and I will not return.

I should have known this place was run by scammers when I logged on to confirm my reservation and it said the hotel was closed due to a flooding issue. I asked if I could cancel and book a different hotel to avoid any headaches or problems when I arrived, but was told there was a fee for that as well.

Patricia if you are reading this please email or call me back! Day 6 of trying to get help, I'm desperate.

Keisha R.

I recently stayed at Tru by Hilton in Phoenix Midtown from Nov 1-4, which was supposed to be a fresh, new experience. It turned out to be a frustrating ordeal from start to finish. I should have realized something was wrong when I saw staff still installing TVs in the lobby on opening day, but I decided to give them the benefit of the doubt.

Upon arrival at 12:30 pm, I was told that no one could check in yet—even though all rooms were empty. Finally, at 3 pm, I got to my room only to be greeted by an employee who looked me over and skeptically asked if I booked a suite. When I confirmed my room, she reluctantly let me in as my key didn’t work. Only twenty minutes later, another employee came knocking, explaining there was a mix-up, and I needed to vacate. To top it off, there was already another guest in the hallway, waiting to enter the room I was now leaving!

After re-packing, I was assigned a tiny room with no closet and a large gap under the door. I endured loud drilling as they worked to fix the door, only to find the bathroom hadn’t been cleaned, and the toilet didn’t work. After reporting it, I discovered that the water hadn’t been turned on. By then, I was utterly exhausted but unable to relax, as there was no cold water in the sink when I went to wash my face. Maintenance had to come back yet again.

Every issue I encountered was met with the same excuse: "Oh, we just opened today." While I understand opening-day hiccups, this level of disorganization and poor customer experience is unacceptable—especially from a brand like Hilton. Despite reaching out to Hilton customer service twice, I’ve yet to receive any follow-up from the hotel’s management.

Pros:
Great location
Variety of restaurants in walking distance

Cons:
Poor preparation for opening day—hotel was clearly not ready for guests.
Untrained staff; dismissive attitude towards guests.
Multiple room changes with no acknowledgment of the inconvenience.
Lack of basic amenities: no closet, faulty doors, and plumbing issues.
Unclean bathroom upon arrival.
No follow-up or accountability from management despite repeated complaints.
I expected better from Hilton and am very disappointed. This experience felt more like a budget motel than a reputable brand.

OnAir54958575666

The staff at this property was exceptionally rude and unaccommodating. I asked for a late check out until 12pm and was denied despite the property being at a very low occupancy. I was harassed by the front desk only a few minutes after 11:00am and I was threatened with additional changes if I did not leave immediately. I asked to speak with a manager, and Shawn Anderson told me that “I was only Gold” and that I needed to get out now. I have never been treated with such disrespect. I will never stay at this property again, I guess I will just stick to Marriott properties in the future as gold means nothing anymore with Hilton.

Desiree U.

I recently stayed at the Tru by Hilton for 2 nights. I had a great experience from the moment I checked in. Steven at the front desk was extremely courteous, kind and helpful. The room itself is clean and brand new! The rooms on the Tru side are more minimalistic so there is no dresser or closet. However, there is a small area to hang clothes. These rooms are perfect for a business trip. This will be my go to hotel for the next time I’m in Phoenix.

Jeremy C.

We stayed here 1/3/25-1/5/25. The young man who checked us in (Shawn/Sean) was very nice and very informative. He didn't offer the usual water bottles at check-in since I'm a silver member, but that wasn't a big deal, I usually have my own waters. I thought that was a breakdown in usualy hilton standards and routines, but overall, it's not a big deal. The room was cute; we were happy it had a full-size fridge, sink, and dishwasher but thought it was strange it didnt have an oven/stove like most other home2 suites weve stayed at. The window shades were very neat (wall controls), and there was plenty of room and storage area.
The bathroom had no fan for ventilation. The sink refused to give any cold water no matter how i turned the handle on the sink, and the shower was a bit of a puzzle to figure out. The water pressure and heat for the shower were VERY inconsistent, though... Within 5 minutes of getting out of the shower and walking around JUST THE ROOM on our first night, my husband's feet were disgustingly dirty like he just walked on the pavement barefoot. When we looked at the non carpeted area of the room, it was filthy, and you could see where we walked through all the dust that collected there like it hadn't been mopped in forever. Then my husband tried to heat some water in the microwave (the only cooking source in the room), and the microwave door wouldn't open after he heated his water. We had to unplug the microwave to get it opened as it apparently had a lock that we couldn't figure out how to unlock unless we unplugged it.

At around 2-230am, while asleep, the fire alarm started blaring. My husband and I woke up, obviously startled with an adrenaline rush. Before we even had enough time to start moving, within less than a minute, I'd say, the alarm stopped. We didn't hear any commotion, and we looked in the hall and out the windows, but nothing was going on, luckily. So after the panic and adrenaline wore off, we finally got back to sleep. but it was rather annoying being awoken by a fire alarm for no reason. And there was no mention of it the next morning when we said the desk.

Woke up and told the front desk about dirty floors. We were gone all day. When we came back, they "mopped" but VERY poorly. Floors were still dirty, and we could see dirt streaks and shoe prints on the floor before we even got 2 steps into the room.

We heard the light rail tram ALL night as our room was right next to it, which made it difficult to sleep. The location was terrible. When we checked out, the front desk asked how we liked our stay, and I replied with, "It was alright, I guess." And they didn't ask if there was anything they could've done differently to make it better or anything.

I've been a very loyal Hilton member since 2014 and have NEVER had this many issues with any Hilton hotels until the covid pandemic "ended." Since then, all the Hilton hotels I've stayed at have been disgustingly below what I've come to know as Hilton standards.

Forchkj

Was visiting a friend who was staying there; he wouldn't say anything, but I will. It's pretty new, so maybe they have to work out the kinks? Maybe they don't have a formal mgr yet Anyhow, front windows on the bottom floor filthy; literally dirt all over them. Empty beer bottles and cigarette buds around the fire pit by the front door at 8am? Wondering how no one working there saw that. The deck-top pool light isn't on when it gets dark? Seems dangerous for children or anyone walking up there. However, the pool "patio lights" are on all day. Strange. Homeless people sleeping against the building, not sure there's security on site. Someday maybe, but not now.

Atalia C.

I love how modern this hotel is. We got a room with a kitchen complete with a sink, oven, dishwasher, fridge, and microwave. I was honestly impressed! Disappointed with the TV though, I don't know what's wrong with it, but the TV guide is wrong for a few channels. It would say for example that on Comedy Central, Family Guy was playing, but The Office was actually on. Additionally, there was a $10 parking fee per vehicle per night. The parking lot shares a lot with a large shopping center, so finding parking was a pain, and we had to pay for it too. So that was a bit disappointing.

BluRich

I made the mistake getting a room on Central. All I want from a hotel is dark and quiet. The hotel is across the street from the light rail station and all night long the trains would ring their bells (I counted 12 times over and over again). In the future, I will only accept a reserved room facing West.