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Business Profile

Hotel Reservation

Tru by Hilton Meridian Boise West

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotel Reservation.

Complaints

This profile includes complaints for Tru by Hilton Meridian Boise West's headquarters and its corporate-owned locations. To view all corporate locations, see

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Tru by Hilton Meridian Boise West has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:11/12/2024

      Type:Product Issues
      Status:
      Answered
      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 had a reservation with Tru by Hilton Meridian Boise for a 9-25 stay, my travel plans for that week changed, I showed up a day early on 9-24. I asked the hotel if they had any rooms available and that I would need to cancel the 9-25 reservation, they told me that they did not have any rooms available but are going to charge me for the room I canceled. They also mentioned that if they did have a room available on the 24th, they could have modified my stay and canceled the 25th without charging me. I called the Manager the next day asking if there was anything she could do about charging me for a stay I canceled the day before. She informed me that she would not wave the charge. I brought up the fact that I tried booking with them the night before, but they did not have any available, so I did not feel like it was fair to charge me. The manager was getting angry with me on the phone. So, I called Hiltons Corporate number, the representative I spoke to looked at my account and said that the room was canceled, and he could not see a charged for the cancelation, I thought that this was resolved. A week later I found out that they did charge me $199.97. I called Hilton's corporate number again on 10-24-24, repeated the above statement, they opened a Hilton Guest Assistance case #********, I asked if I could get a refund or very least that they needed to send me a bill for what they were charging me for. Was told that this should be resolved within 3 days, it was not. I called back 11-5-24, they lady that helped me, read me the notes the manager put down about me stating that I was rude and used foul language while on the phone with her. That is not a true statement about me and is not who I am as a person. Is it legal for them to charge me without giving me a bill or receipt? I would like an apology from the manager for saying that about me. To resolve this, I would simply just like a refund or at the very least a bill showing what they are charging me for?

      Business Response

      Date: 12/04/2024

      Sent: Wednesday, December 4, 2024 1:29 PM


      Hello ******,  
      Thank you for your kindness during our call today.  
      I understand how concerning it is to be charged for a late cancellation and to experience delays in our response. As I mentioned, I am taking ownership of this issue and ensuring that you are taken care of. 
      While the reservations at *** did have a five-day prior cancellation policy, we want to offer a refund for your late cancellation. You can expect to receive your refund in the next 4-6 weeks at the following address: 

      Additionally, due to the delays in our response and your Better Business Bureau complaint, we are pleased to extend an upgrade in your tier status to Gold. This has been updated on your account today and is valid until March 31, 2026. 
      Thank you for being a loyal Hilton Honors Gold member and giving us the opportunity to address your concerns directly. We value your feedback and are committed to ensuring your satisfaction.  
       Yours in hospitality,  

    Tru by Hilton Meridian Boise West is NOT a BBB Accredited Business.

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