Tru by Hilton Gaylord — Hotel in Gaylord

Stayed here for 1 night. Excellent hotel. Fantastic staff. Special thanks goes to Andy. He did a great job with any questions and information.

Known information: This property open up a year ago, so everything is still brand new.

Rooms don’t have couches or extra stuff but I don’t need any of that, had two queen beds which was perfect for us. The pricing was very reasonable for being off season (end of March beginning of April), not sure what I’m season pricing looks like.

Hotel is right off the highway, perfectly situated.

Doesn’t really have a great view from any directions for any room is fine. The view is kind of blah but that’s not the fault of the hotel. (Is a great location right off the highway, close enough to everything)

Has a pool, we didn’t try, it looked fine (nothing super special about it one way or another)

Gym is very nice.

One of the best things I liked is they offer 24 hour coffee, decaf, and best of all, hot chocolate packets and tea bags right in the lobby. (VERY WELL DONE AND THOUGHT OUT!)

Offers filtered water right outside of the gym (the red right was on for filter change, but think it just came on, sure they will fix it by the next day)

Breakfast runs prom play from 7AM - 10am (excellent breakfast very maintained with a lot of choices, even has a very nice pancake making machine). Also had fruits, cereal, oatmeal, juices eggs bacon, etc. to choose from.

As an added bonus they have a pool table, loved playing it with the kids.

Whoever designed it did a great job with the architecture and it has a very nice communal space at the front.

Only thing that will make this place better is a bar, or if they offered complementary happy hour options with wine.

For us this was a perfect branching point to go to Avalanche Bay (The lodges over at Avalanche Bay (Boyne Falls, MI) there wanted about 3 to 4 times as much per day (obviously that is a full resort and you are next to the water park but I don't really care about all that, especially as I think that's crazy prices for cold weather when I wasn't going up for skiing or snow boarding, it would be different if I was, my thought process and outlook would be different), Simply put Boyne Falls I feel was price gouging for spring break ;-) this was about 25 to 30 minutes away which is a nice easy drive in my opinion, and my preference since I really like Gaylord’s downtown dining options (Check out my other reviews near by for places I recommend there).

Check In Time: 3PM. (maybe able to accommodate earlier depending on availability) Check Out Time: Noon (maybe able to accommodate later depending on availability)

I easily give this place five stars and recommend it. (stayed here for the first time, definitely won’t be the last).

Conclusion: Will Definitely be staying hear again as long as the prices...

I normally stay at the Holiday Inn chain throughout North America and am an IHG rewards member. I had reservations at the Holiday Inn Gaylord, they overbooked and commuted me to the Tru by Hilton (same owners). This was not a concern to me as I perceived the properties to be of similar quality. Upon our arrival at the Tru, we were informed that the elevator was broken and our rooms were on the 4th floor, not ideal, but acceptable. This was a late night arrival, we had 2 rooms and were tired from the road. We were disappointed to find one of the assigned rooms had not been cleaned and there were some disturbing remnants left behind by the previous guests. We made the trip downstairs to be issued a new room.||We attempted to leave feedback on the Hilton customer service portal (very difficult to navigate), ultimately the portal did not recognize my reservation # and continued to boot me out. It seems as if the difficult to find, and complex to navigate feedback gate is designed to dissuade feedback. This is counter intuitive, as in an ideal world, the Hotel would seek feedback and remedy the situation - which may result in a positive review.||Further, I emailed the manager at the location a summary of my experience - one week has passed and radio silence. As a last ditch effort, I emailed the location of the original reservation (Holiday Inn). I also attempted to work with the AI chat on my IHG App (this is functionally useless).||For the benefit of others I leave this sincere review, the first negative review I have ever placed. I would avoid these properties, they dropped the ball, had to be told so and are unresponsive. This leads me to believe that there issues are systemic and regard for the satisfaction their customers is absent.||I stayed in Gaylord based on restaurant recommendation (El Patron) -which was fantastic), I pass through the town 5-6 times per year. Not likely to seek lodging...

I had a truly terrible experience at this hotel. When I went to Check-in at 215, they informed me that the my room was not ready. Checkin was at was at 3 o'clock, but typically on a weekday hotels don't have any issue with early checkins. Neither the manager or Jasmine said hello as i walked in. Rather they were griping about how poorly the hotel's technogy performed. I informed them I had been camping with my daughters for a week and we are really hoping to get into our room. They told me to come back at 3. I was a little frustrated by this as there were only 2 or 3 cars in the parking lot. When I came back at 305 our room still wasn't ready! I had to wait until 3:23 to get into my room. And again, maybe 3 or 4 cars in the parking lot. When we got to the room, the room was dirty. I had to request 2 new pillows because the pillows they gave us were stained. Door and windows covered in hand prints, floors dirty, and hairs on the mattress!! GROSS! I walked down to the pool and discovered that the pool was temporarily closed. The woman at the desk told me that the floors needed to be repaired. When the manager came to talk to me, she said that the Air temperature was too hot inside the pool area for us to swim. So I'm not sure which story was true if either. I was given a late checkout which was kind but at that point when I brought down the dirty pillows, the manager really didn't seem to care overly much. I went back upstairs to shower only to find all the towels were damp. I didn't even tell management because honestly, they hadn't been able to meet any of my needs. And I just didn't want any more of their apathy. The amenities at this hotel were very nice. However, the complete lack of care by the staff made this experience truly awful. This was definitely a one-time-stop for me......