Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint regarding our awful stay at Tru by Hilton Downtown Denver on December 22, 2024. What should have been a joyful Christmas trip turned into a complete disaster due to negligence, poor service, and unacceptable conditions.We reserved three rooms for our family of nineone for the adults, one for our daughters (ages 16, 17, and 19), and one for our teenage boys. When our daughters entered their assigned room, they were horrified to find a naked man lying in the bed. They were understandably traumatized by this invasive and shocking experience.I immediately reported the issue to the front desk. The staff claimed the room was supposed to be vacant and assured me the man would be removed. However, it took TWO HOURS to prepare another room for my daughters. During this time, no one updated me, and I had to repeatedly go to the desk to check on the status. Because of this delay, we missed an important reservation, further ruining the start of our trip.Later, we learned the man had been checked into the room, but his check-in process was incomplete, causing the system to mark the room as vacant. This was a serious and unacceptable ********** addition, the room I was assigned (Room 826) was in horrible condition:The walls were filthy, covered in visible dirt.There was hair in the sink.The refrigerator was completely broken.I reported these issues to the front desk, but no one came to address them until the next day, and even then, only the dirty walls were cleaned. The rest of the room remained unsanitary for the rest of our stay.We had no choice but to stay at this hotel for five days because most other hotels were fully booked. After all these issues, Hilton offered only one nights compensation per room, which is grossly inadequate given the trauma, inconvenience, and discomfort we endured.This experience ruined our Christmas trip. My daughters were traumatized, our rooms were unsanitary, and the staff showed no accountability.

  Business Response

  Date: 01/05/2025

  Ms. *****,

  
  Thank you for taking the time to email us your feedback. As we pride ourselves on delivering a memorable hotel experience and we did indeed fall short on these expectations, for this I do apologize. While the facts indicate this reflection is a little out of touch from reality, we still feel your experience was unacceptable and we will be happy to honor your request of compensation for the 3 rooms 3 nights each. My team is asked to treat everyone with professionalism and kindness at all times because this respect was not provided in return to my team I kindly request that if your travels bring you back to Denver that you find a more suitable location for your stay. I am more than happy to assist you with any future needs but please refrain from speaking to my team directly as they do not feel comfortable in you approach toward them. Again,my sincere apology for your experience, we have adjusted your stay. This can take 7-10 business days to see it applied. 

  
  Sincerely,

  **** ********

  General Manager

  *************************************************************

  ************

• Initial Complaint

  Date:12/07/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We made reservations for a conference for public school employees over the telephone. We told them that we are a public school and do not pay taxes. I provided them with the documentation of our tax-exempt status. The person who took the reservations assured me we would not be charged tax. When we got the receipts AFTER the stay, there was a sales tax on all 3 rooms. I have had many telephone conversation and emails to dispute this but just get the run around that they were Advanced Purchase and not eligible for tax-exempt. THIS WAS NOT WHAT WE WERE TOLD ON THE ***** BY TWO DIFFERENT SALESMEN. They are now just ignoring any of my attempts to figure this out.

  Business Response

  Date: 12/12/2023

  Hello ***,
  
  I received your information requesting tax exemption. Can you please confirm for me if you filled out this packet attached? Also I will need the dates of your stay and confirmation number.
  
  Thank you, 

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20974951
  
  I am rejecting this response because:  I have submitted paperwork many times.  I did receive an email from them this morning and responded to them to contact the County/City of Denver.  We are awaiting for their response before I accept anything from the business.
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 12/14/2023

  September 18-20,2023

  Confirmation Number:  80711711

  Business Response

  Date: 12/19/2023

  ****************************,

  Thank you for reaching out and sending your confirmation number. I was able to take a look and unfortunately you did book with Hilton *************************** and these reservations are not eligible for Tax Exemption. This information is stated in the fine print of the booking and again on the Receipt that you would have received from them. If you have any questions, you can reach out to Hilton as you did pay them directly and not the hotel. Advance Purchase Support Desk ************

  Thank you,

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 20974951
  
  I am rejecting this response because:  I made this reservation on the phone and was explicitly told that we would NOT be charged taxes.  You do not get a receipt (with fine print) until AFTER you have made the purchase.  Either way, your representative assured me otherwise.  I feel this is a very poor business practice and with the amount of business that the school district could give the hotel, that simply refunding this amount would have made a huge difference.  Now, we will not use this hotel for any future conferences.  They do not seem to get the point I am making about being told something different than what they charged.  It does not matter to me that it is in the fine print on the receipt when I was already assured there would be no taxes charged for these rooms.
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 01/22/2024

  This is all fine and good but when I go the this hotel, I do not see my complaint or review anywhere on the BBB website.

  Where can I find that?