Tru by Hilton Pflugerville

“Quite good.”

I have stayed at the Plugerville Tru several times and it has consistently been clean and pleasant. The rooms and common areas are quite well maintained and the location is very convenient as it is in close proximity to a variety of dining options and shops.

“Horrible property management.”

I went to this property in person to make the reservation and pay with a check. The young lady at the desk didn't know how to do it but couldn't get a hold of the manager. I applaud her for figuring out how to make it work and leave the check for the manager. The manager didn't follow up because w… Plus

I went to this property in person to make the reservation and pay with a check. The young lady at the desk didn't know how to do it but couldn't get a hold of the manager. I applaud her for figuring out how to make it work and leave the check for the manager. The manager didn't follow up because when it was time to check in, there was no evidence of the pre-payment in the system and my VIP was asked to put his credit card down for the room. When he told me that happened, I called and was assured the payment was given to the manager and they were just waiting on her to apply it to the reservation and that it would be done before check out. It was never taken care of, in fact, the check sat in the hotel safe for the manager and she didn't ever bother to look for it there. Then, Dr. McInturf was treated hostiley when he was checking out, he called me and I spoke with the manager on his phone because she claimed she didn't have any way to contact me (my phone and email were left on the reservation) and that she wouldn't allow him to check out without charging his card. She also was very aggressive with me from the start, wouldn't let me speak much until I was aggressive back to her, saying I left a check which was left for her. I told her that I had spoken with Sarahi that morning, who knew of the situation and check, which was when she finally went to look in the safe and low and behold - a check was there. Without an apology or anything, she gave the phone back to Dr. McInturf, he told me that things seemed to be cleared up and we went along our day. About 15 minutes later, she called me directly (how, I don't know since she claimed to not have any way to contact me) to tell me that the local taxes for the room hadn't been covered in the check. I then told her that I had asked about it when I made the reservation, to which I was told the computer system didn't include that calculation so I wrote the check for what I was told was owed. I said I could stop by that same afternoon with another check for the difference, to which she sighed as though she didn't want to wait for it. It was $24 - not a dollar amount of major consequence compared to how much I had left a check for to begin with. When I asked her to apologize for the way she treated my VIP and I, she asked why she should! I gave her a long bullet pointed list, to which she cut me off and said she didn't think she should Here's the thing - any sense of customer service from a high end hotel chain

Moins