Tru by Hilton Chapel Hill,

1742 Fordham Boulevard, Chapel Hill, NC 27514

"Got charged even though I did not stay! We walked in the room, saw how tiny it was, and walked right back out to cancel our reservation. The front desk lady, Sam (who was very apologetic and helpful - probably the only good part about this place), was unable to cancel on her end and said we needed to online. The website said I needed to call customer service. Customer service said I needed to talk to the front desk. Repeat. Ended up on a 3 way call with the customer service rep talking to the front desk, and the customer service rep said she would escalate on her end and cancel the reservation. I was still charged, and refused a refund, after spending more time trying to cancel this reservation than I actually spent inside the building."

"I was pleasantly surprised at the overall quality of this hotel. My son and i had tickets for a UNC game that was supposed to be at 1pm but the game time was moved a few days before. We found this one search and it was inexpensive so I was skeptical. The place is obviously very new. The rooms are super clean, like the cleanest of anywhere else around. The breakfast was pretty decent and the staff were fantastic. Everyone who worked there was very fun, friendly, and available to help with anything. It was about 15 minutes to the dean dome and a 10 minutes drive to Franklin Street. The lobby is nice and spread out. This is a great, great hotel for families specifically. I do recommend. The only criticism I have to offer this hotel is they should have a shuttle to offer guests for the games. Even if they only offer one shuttle time per game, it be perfect if they had that option."

"The computer system was down when we arrived, which meant that we could not check in either on the app or at the front desk for about an hour. We arrived very very late at night due to a flight delay, and the woman at the front desk was doing her best (and to be clear, it was not her fault) but having guests wait an hour to check in is never something that should happen. There should be some manual backup system and employees should be empowered to take care of guests using it."

"I know this is a 2 star hotel but I would have sworn it was a 3 star... It's a solid 3 star if you ask me. The hotel is clean, the staff are all friendly and accommodating. The rooms are functional and the beds are comfortable. Housekeeping is every other day but that's ok, it's not a destination resort so you're not hanging out in your room. The included breakfast is good. They try to change it up every day so it's not just the same every morning. There is a gym that we didn't use that looked to be pretty new and in good shape, also very clean. No pool, but like I pointed out, it's no a resort. I would definitely return to this hotel next time I go to Chapel Hill."

"Check-in staff was not at front desk and when appeared had to walk four times back and forth to manager to get a change to a handicap room approved. They thought a handicapped room would cost more which by law it cannot, they thought it was a big problem that we wanted to change from a normal room to a handicap room. The room was very clean however there was no shower curtain so we had to wait for the supervisor to bring a shower curtain which I had to snap in half of the shower curtain liner to use. We couldn't get the shower to work and upon calling the front desk found out that there was a tiny button that you had to push to get the shower to work but nobody told us that. Also the shower had a high lip on it and for a handicap room it should be roll in accessible or walk-in accessible. The tub had a very high shine and was extremely slippy. It had an overabundance of bars to hold on to however you literally had to install the shower seat. Room was very hot upon entering and had to wait a long time for it to cool down. The room was large and very clean. It was a quiet hotel we stayed on the second floor. And the best part of the whole experience was the gentleman who checked us out. The bed and pillows were extremely soft."