Tru by Hilton Alcoa Knoxville Airport

I have stayed at this hotel 3 times. it’s one of 3 hilton properties near the knoxville airport. One of the visits, everything was smooth. The second time, fall of 2024, picked up key at desk, didn’t work. Back to desk, second key, didn’t work. Assigned a different room, that door didn’t work, someone inside… Third room finally worked. Not worth the hassle…nearby choices have been smoother.

I recently visited Tru by Hilton and was extremely dis recently visited Tru by Hilton and was extremely disappointed with the service, especially from the overnight manager, Chad. After being stranded at an airport due to delayed flights I decided to book a reservation. Around 4 AM, I had an issue that required assistance, and the front desk employee kindly reached out to Chad for guidance. Shockingly, while on speakerphone and fully aware I could hear him, Chad dismissively said, “It’s 4 in the morning, I’m not talking to any guests.” This level of unprofessionalism is unacceptable for any hospitality establishment, let alone a Hilton brand. Guests deserve courteous and helpful service at all hours, especially from management. The front desk employee did their best, but Chad’s lack of care and outright refusal to assist left a terrible impression. I will not be returning to this location and would advise others to steer clear unless significant changes are made to the management. His team were very embarrassed by his behavior. We decided to take our money next door to The Marriott where we were treated with professionalism and courtesy. appointed with the service, especially from the overnight manager, Chad. After being stranded at an airport due to delayed flights I decided to book a reservation. Around 4 AM, I had an issue that required assistance, and the front desk employee kindly reached out to Chad for guidance. Shockingly, while on speakerphone and fully aware I could hear him, Chad dismissively said, “It’s 4 in the morning, I’m not talking to any guests.” This level of unprofessionalism is unacceptable for any hospitality establishment, let alone a Hilton brand. Guests deserve courteous and helpful service at all hours, especially from management. The front desk employee did their best, but Chad’s lack of care and outright refusal to assist left a terrible impression. I will not be returning to this location and would advise others to steer clear unless significant changes are made to the management. His team were very embarrassed by his behavior. We decided to take our money next door to The Marriott where we were treated with professionalism and courtesy.

Excellent hotel, very friendly staff, convenient to the airport. Stayed for a wedding and the staff couldn’t have been any nicer and more accommodating. Hotel shuttle to and from the airport was well managed. Southern hospitality at its finest!

We stayed for one night in ROOM 306. It was clean and comfortable but rest was not an option. There are 2 huge lights that shine into the room from the parking lot. The room has no shade available. We called down to the desk to ask if we were missing something because it was so bright in our room. There is a place to hang a shade but there was no hardware or evidence of one ever being there. It was like we were being punked. There is a thin pull down but no shade for privacy or to block out light. My husband spoke with front desk and we were told that our room did not have a shade. WHAT!!! We tried to put a pillow in the window, we tried hanging a bed sheet over the pull down see thru shade. As you can see from the pics it was bright in our room all night long. We were told there was nothing they could do for us. VERY VERY disappointed. I know we can not be the first to bring this to their attention. It was like we were attempting to sleep with the lights on. It was darker on my plane ride home than it was in our hotel . THUMBS DOWN TRU HILTON ROOM 306!!!

Room was not ready at check in time. When room was ready, they gave me the wrong room which only had one towel . The “Airport shuttle” was supposed to operate 24/7 was not operating due to employee being late. Had to order an Uber and spend money out of pocket to make my flight.