Tru By Hilton Roanoke Hollins

“Great place”

Great stay. I am normally a Marriott person, but I had some points with Hilton to use and booked a queen room on the day of travel. Great location off interstate with restaurants near by. Staff was friendly. The hotel is seven years old and you would think that it was just built because it is nicel… Mehr

Great stay. I am normally a Marriott person, but I had some points with Hilton to use and booked a queen room on the day of travel. Great location off interstate with restaurants near by. Staff was friendly. The hotel is seven years old and you would think that it was just built because it is nicely maintained. I first thought that it had been recently refurbished. The beds and pillows were probably the most comfortable I have ever stayed in in recent years. That includes all Marriott and Hilton properties. Great variety of breakfast, including freshly made pancakes.

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“The good and the bad”

My first interaction was with Assistant Manager Kathy. Throughout our conversation, she repeatedly interrupted me and did not allow me the opportunity to fully explain my situation. Her tone and choice of words came across as dismissive, and I never felt that she was genuinely interested in underst… Mehr

My first interaction was with Assistant Manager Kathy. Throughout our conversation, she repeatedly interrupted me and did not allow me the opportunity to fully explain my situation. Her tone and choice of words came across as dismissive, and I never felt that she was genuinely interested in understanding my concerns or working toward a resolution. I then spoke with General Manager Jacob Magee. When I explained that I intended to contact the owner regarding my experience and mentioned Mr. Hilton, Mr. Magee immediately stated that he would not remove the cancellation fee. He then said, "I don't care if Mr. Hilton himself told me to take the cancellation fee off. We did our job." This statement was both shocking and unprofessional. As someone who has worked in the hospitality industry at a five-star hotel for more than five years, I fully understand that policies and fees cannot always be waived. My concern is not that my request was denied, but rather how it was handled. Hospitality is built on professionalism, empathy, and respect. Even when the answer must be no, guests deserve to be treated with courtesy and dignity. When I arrived at the resort, Mr. Magee did not greet me, acknowledge my concerns, or offer any apology for being unable to accommodate my request. Instead, he completely ignored me, which only reinforced the negative experience I had already encountered. Despite these disappointing interactions, I would like to recognize several employees who demonstrated the level of customer service I have always associated with the Hilton brand. Tierra and Joyce at the front desk were exceptionally kind, professional, and welcoming. They treated my son, my young cousins, and me with genuine warmth and compassion, and I am truly grateful for the care and generosity they showed us throughout our stay. I would also like to acknowledge the breakfast staff, who were equally friendly, attentive, and professional. Their kindness helped restore some of the confidence that had been diminished by my earlier interactions. Employees such as Tierra, Joyce, and the breakfast team exemplify what outstanding hospitality should look like. I sincerely hope that Assistant Manager Kathy and General Manager Jacob Magee will reflect on these examples of exceptional customer service and recognize the importance of treating every guest with professionalism, respect, and kindness, regardless of the outcome of a request.

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