Tru by Hilton Ashburn One Loudoun

Find somewhere else. Well, I'm not alone in my issues with this particular location. I had a flight cancellation, and there was a refusal to provide a refund, even when requested by Hilton's corporate office. They also could not walk me through why they were choosing to uphold the late fee, even though I was staying at a different TRU in a different city. Instead, they chose to leave me on hold and go against their organization's request. Again, there was a flight cancellation. The tone of the manager, Mason, was rude and dismissive. They are also refusing to provide a receipt of the charges they are upholding.

I stayed at Tru by Hilton Ashburn for work and had originally planned to stay for three nights, particularly because the hotel was within walking distance of my client. I arrived late at night after a long day of travelling from the UK and went straight to bed. At around 3am, I woke up itching and was horrified to discover that my bed was crawling with bed bugs. I immediately informed reception at around 3:15am. I was told the hotel was fully booked for the entire week and that there was nothing they could do for me at that time. The options presented were either to have my room “cleaned” and potentially return the following night, or wait until the manager arrived at 9am so they could look into finding me a room at another Hilton property — which would require a drive. As a result, I was left sitting in the hotel reception in the early hours of the morning, having had very little sleep, after an already exhausting day of international travel, with nowhere to go before work. I ultimately had to arrange alternative accommodation myself. Because there was nothing available within walking distance, I also incurred additional taxi costs getting to and from my client each day, as well as losing considerable time dealing with the situation. I subsequently contacted Hilton to request reimbursement for these additional costs, compensation for the significantly higher cost of last-minute accommodation, and appropriate compensation for the distress and bites I suffered as a result of the bed bug infestation. What has been particularly disappointing is the response from management — or lack thereof. Despite repeatedly contacting them by email, I have received no meaningful response and have had to continually chase them for updates. For a hotel to have such a serious cleanliness issue and then provide such poor follow-up customer service is simply unacceptable. Cleanliness and basic hygiene should be the absolute minimum expected from any hotel, particularly a major international hotel brand. This was one of the worst hotel experiences I have ever had, compounded by extremely poor management and customer service. I strongly recommend avoiding this hotel.

The only issue with the rooms is that there is minimal clothes storage. No dresser or small night stands.

came here for a wedding, came back from wedding at like 10 30... we had booked about 2 months before. when we show up they tell us due to overbooking issues they are "walking" our reservation. I politely deal with staff and ask they comp or discount the room at thr Aloft hotel that is about 20 mins from the venue (our house is 35 mins away so it makes zero sense) and they decline to comp anything. this hilton will walk the client night of and not do anything to help you. thats it, just poor client services, if issues like this happen a comp should be in order but was not.

Tough parking never got my courtesy welcome text. Had i, I may have been able to get body wash replacement for the shower rather than borrow a bar of soap from family we were visiting. The lobby was a mess, there was a wedding party staying there and alot of tween kids hanging around in the lobby. They were really slobs! Not the hotels fault.

top hotel

Can hear lots of foot steps/stomping from the floors above due to the LVP flooring.

Second time staying here and have had a pleasant time both stays. The hotel is new, clean, rooms are spacious, the staff is productive and always available. The breakfast setup is nice with a nice open lobby/lounge area and plenty of seating. The location is really good too. Walking distance to One Loudon shops and restaurants.

I typically stay in Marriotts, but use Hilton as a backup and recently when staying with coworkers in the area we chose this location. This hotel is basically exactly like an Aloft, but brighter and slightly nicer. Checking in was very quick and easy. My room looked decent, bed was comfy, I liked that the curtains had a sheer and a blocking curtain, where the Aloft only have the blocking curtain, but no sheer to let light in. There was plenty of lighting in the room too. They had Pluto TV, which I love watching when in hotels. The only issues were with the bathroom amenities… The bath towel was about 2/3 the size of a normal bath towel and they didn’t have any bar soap, which I prefer for using in the shower. Their shower soap/gel was OK, but didn’t smell very good and was cloudy and cloudiness in soap grosses me out in hotels – you don’t know if it’s contaminated. Overall – It was a decent stay… I’ll be back.

Very clean hotel, super polite staff! They offer free airport transfers!

This is my family's second year staying at this hotel for an event. It was a little better last year than this year. Check-in was done 24 hours in advance with our room selected on the app, that was easy. Our team of 12 selected the same floor for the kid's sake. Upon arrival at 3pm, the rooms were not ready for many of the families, mine included. Breakfast is advertised around the hotel for 6am start. Several days the hotel was not prepared for breakfast at 6, telling us to "come back in 20 minutes". A lot if days we had to be at the fields for the USA EASTERN NATIONALS by 7am, this does not allow time for families to eat before hit, tiring back to back games. The ice machines couldn't keep up with the demand. No storage in the double queen rooms except a shelf, no real closets. We only saw 2 cleaning women the entire time, which would explain why rooms weren't ready in time. It was a wait for new towels and toiletries if needed since they may not have made it to clean the room that day. I really wish the Sponsored hotels for our Nationals which are stay to play wouldn't handcuff us to the unprepared hotels 2 years in a row.

Cable reception off and on.