Tru by Hilton Indianapolis Lawrence — Hotel in Lawrence

Wish I could give this establishment ZERO stars - what a TERRIBLE experience! My wife and I had a reservation to stay here for 3 nights back in April - we were attending a friend's wedding, and this was one of the hotels in the hotel block (also where our friends were staying). After booking, we realized we wouldn't be able to leave on Thursday as planned, but when I tried to edit the reservation online, I couldn't shorten the stay because the hotel was completely booked and it would have had to cancel the reservation and start over. No big deal, right? We called on Wednesday before we were supposed to arrive, explained the situation, and the person helping us explained to just call the next day and let the person working know that we wouldn't be checking in until Friday but to please check us into the system so that our room would be held. Great. We call Thursday, explain the situation, and the person on the phone said they would check us in to the system.

Friday evening we arrived after a long and stressful day of travel - only to attempt to check in and learn there is no reservation under my name. TURNS OUT when we called the night before, the person working 'put a note' on the reservation but didn't actually check us in, so when the system ran at midnight we looked like a no-show and our reservation was cancelled (and taken by someone else). The hotel was completely booked, and there weren't any locations nearby with availability.

I was distraught. Not only did I stand there waiting for 5+ minutes thinking that the person at the front desk was trying to help us before she rudely asked what we were still doing there, but both employees working were incredibly unkind. One of them was the person we spoke to the night before who made the mistake that cost us our reservation - when my wife asked if she had at least apologized for ruining our trip, while I was literally standing there in tears - she just laughed at us. I believe her name was Tonya (sp?) -- if you are trying to stay at this location and have any issues, make sure you speak with someone more experienced! The other employee did not offer any meaningful advisement, though she did inform me that because that I would get my points back...on Monday when her boss was at his desk. Meaning even if we found another Hilton property option for the weekend, I didn't have the points needed to book a room. When I explained the issue, she had nothing to say except that her boss would add extra points -- which also wouldn't be available until Monday and wouldn't even have covered HALF of our stay at the cheapest Hilton property available at the time.

One employee's mistake ended up costing my wife and I over $500 in having a to book a new hotel that was across the city and in Uber fees required that wouldn't have been necessary had we been in the correct hotel. Not to mention missing out on the opportunity to spend more time with our friends - all of whom had traveled in for the wedding.

SO, in summary, DON'T plan to stay here if you're hoping for competence and maybe even a little kindness during your...

This stay was completely frustrating and one of the worst I've ever had in a hotel. We came from about 2 hours away and ended up arriving to check in a little after 10pm. The girl at the desk simply said our virtual card on file was declining. This made no sense at all to us considering the fact that our travel agent booked for us through Expedia, and used affirm for payment. Affirm pays for you in full. There was no way or reason for the "payment" to not go through considering we had the room booked, and received confirmation, long before trying to check in. The desk lady offered no help or solution. After us having to ask, she said she was the only manager there and every single other person staffed there was on vacation. Weird but okay... so we're calling our travel agent AND affirm customer service because the hotel lady is literally no help at all. At this point I'm exhausted, and I've been making multiple phone calls for almost 45 minutes, getting nowhere because affirm showed on their end that the room already was paid for, like I told the hotel lady when we got there. While I'm becoming extremely frustrated trying to call all these people (travel agent, affirm - mind you it's almost 11pm), the hotel lady is just sitting at the desk, playing on her cell phone. She eventually takes a call on the hotel phone. At almost 11pm, 2 men in Tru shirts come to the desk and ask if shes okay and if we (the guests) are okay. Remember, she told us there was no one she could call and ask to help check us in. At this point I'm fuming. I say to her (you said no one else was working tonight, and there was no other staff you could call to ask for help) In under 30 seconds the other staff member shows her what SHE was doing wrong on the computer and had us checked in! It had been over an hour at this point and past 11pm! You could see on her face she messed up but made no effort to apologize or confess that she was the one doing her job wrong. Mistakes happen but what really upset us was her looking us in the face and lying about not having anyone else to call or ask for help. She tried to say her coworkers were "a little late" and she "didn't know they were coming in". She left abruptly after that. How did she "not know" she was scheduled to be off work and leave when someone else took over? This is the most ridiculous thing I've ever had to deal with and it was more than infuriating and unacceptable. She should not be able to work front desk. Thankfully the two other staff members came in and helped us. I can't imagine how it would have turned out if the other guys didn't show up. She was very okay with simply saying "the virtual card isn't working" and leaving it at that, with no place for us to stay that evening. Tru by Hilton in Lawrence, Indianapolis should be ashamed they employ someone so lazy with no care for the guest's experience. They should be ashamed they let someone lacking training and problem solving skills waste the time and energy of their paying customers. This was...

On the 2nd night of our stay around 10pm, after returning from a funeral, my family and I were awoken to strangers attempting to move into our hotel room. The front desk had checked them (Alissa) into our room as we were sleeping. We immediately called the front desk from the room phone, and they wanted to know where we were calling from (the room obviously). Even though this was the 2nd night of a stay which we had booked 5 days in advance, the Front Desk had NO CLUE we were in the room 320. The seriousness of this issue seems to have been lost on hotel management, the General Manager did not contact us post stay as we had asked them to do. To make matters worse we were awoken twice more that evening by the TV glowingly turning its self on to announce we were once again booked into the room. I ended up unplugging the TV, something that was not simple to do at 12:05 am. Had TRU checked in 'Alissa' before we returned from the funeral, we would have found them in our bed.||||The Check-in was also a nightmare, seemingly caused by management lacking proper policy and procedures ( the people working the front desk were nice). We booked connecting confirmed rooms 5 days earlier through Hilton's website. In fact the confirmed connecting rooms is why we chose this hotel. Upon arrival we reiterated the connecting rooms nature of the booking to the clerk, but when we got to the 4th floor the rooms weren't even on the same side of the hall. We went back down to the lobby and pointed out the error, they responded that they didn't have any connecting rooms available, but they did say that they had a note that we had "requested" connecting rooms. They had no clue about the 'confirmed connecting' guarantee. Since we had Grandma's funeral to go to the next day we just decided to make the best of it and asked if they had any rooms that at least had a shared wall. They said sure and moved us into 320 and 321, that seemed odd to us and when got to the 3rd floor sure enough the rooms didn't have a shared wall, nor were the doors even directly across from each other. BUT room 320 did have a connection door to room 318, so we went back down and asked if 318 was available, and glory be finally we had connecting rooms. Little did we know the dangerous situation which we would face on our last evening with Alissa's party attempting to move into our room, nor how unnecessarily tired we would be the next morning for our two day drive back home post funeral.||||Hopefully you won't face this situation, but if you do be assured that the GM won't reach out to you even if you request him to. Some last caveats on the room itself, the HVAC unit cycles loudly and the smoke detector has a crazy bright green light on it that broadcasts itself across the room (a previous guest in room 318 placed a sticker over the light to address...