Tru by Hilton Baltimore Harbor East
3.6 ★ average from 5 reviews
Streamlined rooms in a bright, casual hotel offering a fitness room, a lobby lounge & breakfast.
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Recent reviews
- ★☆☆☆☆Paolo Agnolin
My first bad review, as I typically prefer to spend my time supporting businesses and leaving positive feedback. However, this time I feel compelled to share my experience, hoping that may be helpful to others I made a reservation at Tru by Hilton and informed the hotel in advance that my elderly parents and I would arrive relatively late, around 11 PM. We were assured that this would not be a problem. After a long drive, we arrived on time at 11 PM, but at check-in we were asked to wait. After nearly an hour of waiting (which felt even longer because we were exhausted) we were finally informed (surprisingly without much apology) that the room we had booked was no longer available. We were then asked to walk with our luggage to another nearby hotel, Hilton Garden Inn, carrying a printed letter stating that we could stay there at no additional cost. Thankfully, the staff at the second hotel checked us in smoothly and the overnight stay itself was fine. However, a couple of weeks later, I realized that I had been charged by both hotels. I then started calling Tru by Hilton to explain the situation. Multiple times, I was told that they would look into the matter and call me back. Unfortunately, despite repeated promises, nobody ever followed up. I called again and again over the following days, and every time I heard the same response: “We will call you back once the manager is available.” Then nothing. Eventually, after yet another call, I was finally able to speak with a manager and received a partial reimbursement. I say partial because I soon realized that the refunded amount did not cover the full charge. So I had to call back again, only to once more be told that someone would contact me later. Again, no callback. After another week or so, I called repeatedly on the same day because I really wanted the issue resolved. At that point, I was told by the manager that they only had the responsibility to reimburse part of the amount and that the remaining issue had to be handled by the other hotel. Essentially, they claimed to had done "their part". What frustrated me most was that I felt this should have been their responsibility to resolve internally, since my original reservation had been with them. Instead, I had to spend hours making calls, waiting on hold, and coordinating between hotels myself. To make matters worse, when I tried to explain my perspective, I was repeatedly interrupted. In my opinion, good customer service means listening carefully to the customer and allowing them to fully explain the situation. Instead, I was given the impression that they considered the matter closed and simply wanted to end the conversation. Eventually, after contacting the second hotel myself, I discovered that the remaining charge was for breakfasts, even though breakfast was included in the original reservation. They all realized this was not right, but I am still waiting for the final reimbursement and hope the issue will finally be resolved soon. What has been most frustrating throughout this entire experience is not only the mistake itself and the overnight transfer with my older parents, but the amount of time and repeated phone calls required for me to solve a problem that I still believe should have been handled directly by True by Hilton.
- ★★★★★Mrs. Ferguson
Inma was so nice, we were greeted with a big smile and given a gift bag. This is our 3rd time staying at a Tru Hotel and the service was great again. The room was so clean the wood floors were shining. The bathroom was clean it had a bleach smell but too me that means clean! The beds were comfortable. The parking was easy right in front the building across the street, not to far from the Baltimore Convention Center. The breakfast was okay as well which I was shocked. I would definitely pick this hotel again. The price was reasonable as well.
- ★★★★★Steven Berg
This is my families favorite hotel when we visit Baltimore. It is plenty close enough to the inner harbor to take children to anything they'd like to see, but far enough removed to where the price is reasonable. What set this visit apart was the phenomenal service we received when visiting. All of the staff were friendly and helpful but one really stood out. An employee working the night shifts for our stay (I didn't catch her name but a co-worker said she thought I was talking about marquita) was so outstanding, poured out positive energy, was legitimately happy to interact with everyone that came up to her. It didn't feel fake. This was the best example of customer service I have witnessed in a very long time and Hilton would be missing out of they do not put her in a position to utilize her talent and do great things. She made an experience at a hotel we normally like turn into an unforgettable stay!
- ★★☆☆☆J T
The maids are supposed to come every other day but they didn't. That left us big disappointments after we went out visiting all day and came back to the messy room. Trashes were full and dirty towels were on the floor for them to take away. We have no clean towels and we called the front desk and their service is even worse. The front desk, Brain said to us rudely " Take your own trash out. Do you think that task is beneath you? I am the only person here in the night. No body can help you. " His tone was very disrespectful as well. Worse, he CALLED us at 12:20 AM midnight night in the guest room and asked us if we took out our trashes. We were surprised with such an unexpected late night call for a question like this from a front desk . We have never experienced a front desk staff disturbed guests like this in any hotel. Our kid was woken by his call. We told him that we would complain to the general manger. He laughed and said " you are welcome to talk to our general manger" as he implied the general manger wouldn't care. We spoke to the assistant manger next day morning and she was friendly. She said she would talk to the general manger and address the issue. But, the general manger never called us back though. The hotel service and the front desk at night got an zero star. The two stars are for the assistant manger.
- ★★★★★Christina W
Two of us, so we had a King bed. Clean rooms, secure, nice gym, coffee/tea/hot cocoa available 24 hrs. Walkable to a few CVS n a Whole Foods. Nice lobby area. Lots of good restaurants in the neighborhood. Front desk staff are very nice, got a text to check on how our stay was going. Some surprising goods available for purchase at the front desk. Chips, snacks, drinks, a few beers n little wine. Breakfast is oatmeal (brown sugar, raisins, walnuts), vanilla yogurt, pancake station (with a few toppings), hot eggs, hot sausage/bacon, cold hard boiled eggs, fruit, bagels, toast, cereal, juice.