Tru by Hilton Flagstaff

Reviews

• TS

  Tiffany Scott

  Nov 15, 2025
  5.0
  We stayed there last night after leaving Burbank California. We decided to stop in Flagstaff because I wasn’t feeling well. My husband wanted to stay at tru and I wanted Homes2Suites. They were both in the same building and we decided on the Tru side. From the time we walked in until we left this morning. The entire staff were so polite, friendly and welcoming. They exceeded my expectations and made us feel at home. They were all phenomenal and and the entire team kept is so clean. Thank you for everything that this team provided. You should be very proud of them
• JV

  Julie V

  Nov 10, 2025
  4.0
  New hotel. Rooms are small, but it had everything you need. Very large tv! Wide variety of breakfast items, well stocked & clean area. Great quality & price. Only complaint I have is that they charge for parking…in their own parking lot! Why?? Please reconsider this extra charge!
• JJ

  Jacencius

  Oct 29, 2025
  3.0
  The hotel is new and very nice. They even provide ceramic coffee cups, and the coffee—consistent with Hilton standards—was very good. The service was also excellent, just as we’ve experienced at other Hilton properties. The hotel is so new that our Tesla did not recognize the address; we had to manually mark the location on the map in order to use Full Self-Driving. We stayed in Room 411, where the bathroom vent was noticeably loud. Closing the bathroom door did not reduce the noise, and we needed noise-canceling headphones in order to sleep. Additionally, the second entrance to the parking lot is gated, so if you miss the first entrance—which is not well marked—it requires a long drive to turn around. Overall, I would have given this hotel five stars, but I deducted one star for the room noise and another for the parking/gate inconvenience.
• JH

  Joe Harris

  Oct 19, 2025
  5.0
  My fiancé and I went up this weekend to Flagstaff to have brunch with my daughter, who is an NAU student. We arrived and there had been some confusion on my end as I used a THIRD PARTY booking. I should have just gone to the Hilton website to secure one. But there were three angels at the front desk that straightened everything out very quickly. I mentioned that my fiancé and I were getting married on Friday, November 7 and that we need two beds as, well, we aren’t married yet, we needed TWO BEDS. And so, it is here that I realized that the Hilton hiring team must have hired the BEST FRONT DESK TEAM ON EARTH! We met the Hilton Dream Team: Kiley, Alaina, and Kayla! We got our keys and headed to our room. We entered and immediately recognized that THIS room was TOP QUALITY! With automatic window shades, very clean bedding, and a giant bathroom, we knew this was going to be a good one! Smiling at each other, we knew this hotel was of high quality. After the pre-marriage hug, we headed to our separate beds, and we saw something on our nightstand; a bag with a personalized card inside, 2 nighttime beverages, and a delicious rice crispy treat that had a personalized message for us. What??! They heard us mention that we’re getting married on Friday, November 7, 2025, and personally made us a care package with a kind note that they ALL signed!! Hilton TRU team: Kiley, Alaina, and Kayla! Sincerely, I will NEVER stay anywhere else when I’m in Flag! That small act of kindness made me a Hilton fan. I hope they will let me be on the honors plan!! Thank you Kiley, Alaina, and Kayla! Man would I LOVE to stay there on Friday, November 7 and November 7 for our HONEYMOON! You made SUCH an impression on us!! Thank you Hilton!!
• MD

  Moore Dre

  Oct 15, 2025
  1.0
  Extremely Disappointing Experience During Grand Opening — Safety and Unauthorized Charge I’m a long-time Diamond Member who has stayed at many properties within this brand, and I’ve always trusted it for its professionalism and guest care. Unfortunately, my experience during this property’s grand opening night was both unsafe and deeply disappointing. I was forced to manually check in because the online check-in system wasn’t working, which meant I couldn’t access my digital key or choose my preferred room. Although other rooms were available, the assigned room was forced upon me, which felt dismissive and unprofessional. The next morning, as I was preparing to check out, I discovered I was trapped inside the room because the door wouldn’t open. It was an alarming and stressful experience. Staff eventually had to force the door open, causing visible damage in the process. Later that same day, I received a notification on my phone showing a $1,000 charge to my credit card — a charge that was never disclosed at checkout and for which I did not provide consent. My receipt for the stay made no mention of any additional charges. When I called back to inquire about the charge, the manager on duty was extremely argumentative, rude and dismissive, offering no assistance. I later learned the hotel was blaming my small plastic personal safety lock for the door malfunction — an accusation that makes no sense. The device had already been disassembled and removed before attempting to exit the room, and it was made of lightweight plastic. I travel alone and use extra safety measures to prevent anyone from accidentally entering my room, which has happened to me before on multiple occasions. To use that as a cover-up for a mechanical failure—especially when staff had already mentioned system and door issues during the grand opening—is unacceptable. I find it concerning that the hotel would apply such a large charge without authorization. Shouldn’t a new property have proper insurance coverage for unexpected maintenance or system failures, especially during its opening period? While the property itself was beautiful, the lack of accountability, transparency, and guest care following this incident was unacceptable. I hope management reevaluate this case carefully, reverses the charge, and ensures that future guests are treated with fairness and respect. — Diamond Member

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