Tru By Hilton Jacksonville St Johns Town Center

Great location and good value. Rooms are spacious, with the kitchen which is a great plus. Plenty of parking on premises with $5/night cost. Digitial room key is available and very convenient. TV apps and good WiFi.

Tried Tru for the first time and very disappointed. Seems like a new hotel however not very well kept and service is subpar. Light for mirror in bathroom not working, half the cooking equipment for breakfast was broken, etc. We are Diamond members and usually have no problem with late checkout, not true with Tru. Asked for a 2pm checkout and they wanted to charge $45, said was new Hilton policy. We don’t have this problem with Marriott Bonvoy and more reasons to shift our stays to their properties.

Very bad experience with staff assistance. I went to take a shower about 9pm and there was a problem with turning on the water. It handle failed to work so I called the front desk and asked if maintenance could provide assistance. Spoke to Terri Lyn and she said there was no maintenance available to help turn on the water in the shower. She said the only help would be for me to move to another room. I advised her I was disabled and had taken off my leg braces and would need help moving my belongings. She said there was no one available to assist as she was the only employee at the hotel at the time. I then requested that I could just take a shower in the room she was offering and she said that wasn't allowed. So I had no water for my overnight stay. I asked her to have the manage

Positive: Clean, comfortable room, great location, very good room rate. Negative: Carpeted rooms are much quieter and comfortable. Hard floors are sterile and noisy.

My first stay was just fine. 5 days, the room was clean, quiet, and comfortable. However breakfast on the other hand continues to be a serious issue for this hotel chain. My second stay on the other hand was absolutely horrific! The room next to me had a dog that barked non-stop because the family left it there all alone. Then, after extending my stay and receiving a notification that my stay was extended by one day, the staff there never bothered to reach out to me when somehow that didn't happen within their system. Instead they packed up all of my personal belongings and broke my suitcase in the process. I WILL DO EVERYTHING IN MY POWER TO NEVER STAY AT THIS HOTEL AGAIN!