Tru by Hilton Rocky Mount

,nMy wife and two children had an overnight stay last night 4/3 at one of your newest hotels in Rocky Mount, NC. I was truly disappointed and quite shocked at the obvious lack of training and professionalism of the staff from check in to check out. At check in, I had asked for a 7:00am wake-up call as we had a long drive back to Pennsylvania in the morning. That never happened. The front desk clerk wrote it on a piece of scrap paper so I should have not been surprised. She also seemed confused as to if they did wake up calls or not. I asked upon check in about the prepackaged breakfast that was available in the morning to grab and go as this was one of our main reasons for choosing this hotel. The added value. Upon checking out in the morning around 8:30am there were no breakfasts and was told by two employees, they ran out and were waiting on food deliveries. Utterly disappointed and amazed that a hotel would open this unprepared. With many sister properties in the area within walking distance, we thought maybe they would make an attempt to make it right and see if other properties had breakfast and we could stop by but no such attempt was made. They basically looked disinterested and almost surprised that we were looking for breakfast. Zero customer service. The room itself was clean but the lotions and soaps were not filled. For a newly opened property, this was ridiculous. Gladly our stay was only for one night. Management is not executing, zero accountability. We paid $155.30 to be guinea pigs for a failed experiment at TRU.

The floors were dirty, dirty in the room. When I expressed my concerns, the receptionist told me. Sorry about that. We are short staffed and only have 1 housekeeper. The other receptionist gave a couple beside me $50.00 discount be her room wasn't ready for 5 hours. The debit card machine wasn't working. During a pandemic everything should be really clean. The lobby nor the ice machine area were clean. Poor business.

It was a decision between the Tru Hotel and the Homewood Suite. We chose the Tru Hotel and it was a great choice. The lobby was definitely better than the Homewood. They have a pool table and gym. The gym was small but had alot. Including dumbells, treadmills, foam rollers, TRX straps, medicine balls, yoga balls. And they even have a weight scale. The lady at the front desk was also very nice. Overall the bedrooms were great, clean, along with the bedrooms. I think the hotel was recently built. It had that new place smell.

Great service