"I reserved one of the suites at SpringHill Suites a month in advance for 3 adults and 2 kids, and on my way to the airport I got an email from SpringHill that they transferred my reservation to their sister hotel around the corner (Tru by Hilton). I asked why and if I will have the same accommodation, they said they were fully booked and yes I will have the same accommodations. I got to the Tru hotel in Prattville around 10pm and had to wait for 20 minutes for a staff to see me to check in. They checks me in to a room with 2 queen beds that slept 4, completely ignoring that I asked for a room that sleeps 5. When I first brought it up, the staff acted like I was confused. After a bunch of back and forth and talking to the manager that was offsite, they eventually told us about a room that had air conditioning issues, which they ended up giving us so my whole family can sleep there. I found the mixup about our reservation ridiculous and unprofessional. The staff not being there to greet us was just out of line. They gave us a bag of chips and a bottle of water for our troubles. We left the next day at 8am. I WILL NEVER STAY AT A TRU HOTEL EVER AGAIN."
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