Tru by Hilton Pensacola Airport Medical Center

"I’ve stayed at Tru by Hilton in many cities and have always loved the experience until this time. I was forced to bring my ESA animal due to a sudden work trip so I called the hotel the night before booking to make sure it was okay he was a cat and to make sure I had all the paper work I needed for him. Once I arrived I informed the front desk associate and had the cat present and told him it was a ESA cat and that I had his papers he said it was fine and he would be charging me a $15 dollar fee for the room but never said anything about a pet fee. Upon checkout I have the cat in the lobby with me and the associates are talking about how beautiful he is but again never brought up a pet fee and it was not on the receipt I obtained at checkout. They had every opportunity to inform me about a pet fee but failed to do so.Two days later the hotel charges me $60 without my consent or knowledge and management refuses to answer any phone calls I have tried to make for the last week. After calling for three days the front desk associate informed me the charge was a pet fee charge and that the associate checking me in and the one who took the phone call were unaware it was a cat. I’m not sure how they were unaware when the cat was in front of them on many occasion. I do not feel it is my responsibility to pay a pet fee on behalf of associates not understanding their own policies and lack of informing me when i made them well aware it was a cat. Alongside all of this my door to my room did not shut the whole 4 days I was there and I informed the front desk every morning and every afternoon but they neglected to fix it until a random person pushed open my door while I was showering. On my last day 30 minutes before I checked out they decided to fix my door. I am a 24 year old girl who was alone in a room with a door that did not lock and staff did not care. Overall this was the worst experience and I cannot understand the lack of professional or safety."

"Everyone at this hotel is amazing. The beds were super comfortable for a good night sleep. Two girls at the breakfast area were an absolute delight. Their names are Judy Burnett & Tiyana Bradley are just full of kindness and hospitality. Thanks for the amazing service and I’m for sure coming back here!! ❤️"

"If you are a Hilton Diamond member, other than waters at the beginning of your stay, DO NOT EXPECT special treatment. There are no diamond member parking spaces, and they will not give you a late checkout. Most Hilton properties will allow you, as a Diamond member to check out at 2, 3 or even as late as 4pm. Not Tru... you have to be out at 12:00 because at 1 they will charge you for another day stay. No more Tru stays for me, this was my 1st one... back to Hampton Inn or Embassy Suites!"

"First of all - very friendly and accommodating staff! Second, location is very convenient, hotel is new, opened in July, good standard breakfast. Also, I love that they provide a FREE hotel to the airport upon request. This service is not listed on the Hilton site, but they do offer this service. Thank you to shuttle drivers they were very courteous and caring, especially the shuttle/kitchen manager, we had an early flight and he let us take breakfast before they opened for regular breakfast hours. Overall great experience, we would stay again."

"This hotel is very nice and clean, in a gd location. Beds are comfy, but the pillows were too soft for me ( I prefer my firm pillow). Breakfast was 100% delicious, several options from cold to hot food, big breakfast area. The front desk personnel were very friendly. 100% recommended."