Tru by Hilton Merrillville — Hotel in Ross Township

My most recent stay with Tru was the most unpleasant one that I have experienced with Hilton hotels from the start of making my reservation to after my reservation when I called the hotel. When I called to make my reservation I was on the phone for about an hour only to find out after multiple attempts that their hotels at the time currently are not accepting a specific type of card and that I initially was not even able to reserve the room, only after making several calls and more time spent -that I was finally told that I can reserve my room, and pay with the card that I had when I get to the hotel.

I wish I was told by the person I spoke w/when making the reservation and I asked if the hotel has a gym- I wish I was informed in advance that there is No weights or machines. I understand that this is new hotel, but when a customer asks specifically about if a hotel has a gym- I feel like it would be beneficial to the customer to inform them- exp. this current hotel has no weights, no machines, mainly cardio equipment at this time. Please inform the customer and or potential guest. I wish there could have been a sign on the hotel’s gym door during my stay to inform guests, something along the lines of “Please be patient with us as we are expecting to get more gym equipment by Month/Date/Year- example.

The room I stayed in had no carpet, no closet and no coffee maker inside the room. It did have a mini fridge, a decent sized flat screen tv. I think some of the channels were not working during my stay.

Inside the hotel, it appears to be brightly colored, has flat screen tv’s in the main lobby, continental breakfast, indoor swimming pool, gym (did not have weights and or machines when during my stay) mainly only a few pieces of cardio equipment. The main lobby also has several places to sit and there are multiple tables. The murals/paintings on the walls are great and pay special tribute to Indiana. Hats off to whoever selected this and I tip my hat to the Artist- well done! The hotel is close to a variety of shops/stores, restaurants and other local attractions.

When my stay ended and I was leaving the hotel, what appeared to me to be either hotel staff or possibly on-site security- was sleeping in the lobby. Is there not a breakroom, somewhere customers/guests do not have to see staff sleeping during their stay? It's unprofessional. Yes, take your mandated breaks, but why are staff being allowed to sleep in the main lobby of a hotel, even if it is during non-regular working hours?

Also, as I was leaving the hotel there was a person outside the hotel’s main lobby that appeared to be wanting to deliver food to a guest, but did not have access to getting into the hotel, and again- what appeared to be either hotel staff/ or onsite security- was sleeping. I tried to talk to the sleeping person and to wake them, also looked for a light switch-but the person still did not wake up. They appeared to have headphones in their ears. The call that I made to Tru Hotel later after my stay- I was treated with disrespect and the staff person who answered the phone was very remissive to my concerns and complaints including what I witnessed as I was leaving the hotel after my stay and noise complaints.

I then called another Hilton hotel in the local area and asked to speak with Mgt. I explained to them my awful experience and how I do not plan on staying at Tru Hotel again. Mgt. profusely apologized and was shocked by what I had told them. I was told that they have security cameras and can go back and will watch the footage around the time frame that I was leaving. Mgt told me that my stay will...

Ijust wanted to inform you all on a recent stay my grandparents, sisters, & I were on over the weekend 8/23-8/24 at the Tru by Hilton Merrillville. I am very dissatisfied with the service we had. Firstly, when we got to our rooms, I knew we would need extra towels. I seen housekeeping in the hallway so l went up to her & asked her if she had any towels, She response with, "No! I don't have any, all I got is floor towels." I walked away & said thanks. She didn't even try to come up with a solution. What type of service is that? So, I called the front desk to see if someone would be able to bring us up some. On the phone the lady was rude stating, "Uh yeah, but its gon be a long time." I asked if it was okay that I come down & get them she stated, "yeah that's fine" & I said okay | will come down now. She said, "Wait, hold on! Give me like 5 minutes." Just very unprofessional. I was definitely okay to go downstairs to get the towels, but the banter was just so off putting & and like I was a bother. We shouldn't have to feel that way somewhere we are paying for. Secondly, there was a mysterious spot on my grandmother's (refer to picture below) bed spread that they did not apologize for & I also had to go down to grab a new comforter. Thirdly, I ended up leaving the hotel late that night. I came back around 2am & my app was completely logged out of where I could not get access to my digital key. I did not log out of my account I never do. SO that was very inconvenient & dangerous. Luckily, I am from that area, so l wasn't too concerned but that was just completely off putting & added fuel to the fire. I was not able to get into my room until my sister came to open it for me. Fourthly, that morning my sisters & l went downstairs for breakfast. The food was extremely cold, & the service was even colder. The lady that was "upkeeping" the breakfast bar was so rude! She would just walk directly in front of you with no excuse me & brush up against you with no excuse me. That is the ultimate disrespect to me. I have never in my life stayed at a hotel like this where employees are just that rude. Also, the fruit was bruised & going rotten (refer to picture below). Lastly, what really tops the cake is as we are getting both rooms together for check out, ours and my grandparents, housekeeping came up to clean the rooms. It was 10am at that time and they asked us 4 times if we were done in the first room! Why do we feel like we are being rushed when we paid over $300 to stay her for 1 night?? That was completely unacceptable & rude. I will never stay at another Tue by Hilton in my life if this is the type of service I will get. We were all completely dissatisfied with the treatment we got her. It's like no one wanted to do their job this weekend & we got the raft of that. It was...

I love how vibrant, yet cozy this hotel is. It’s new so everything is up to date and clean. It’s a great value and a great deal.

There was an incident that bothered and baffled me while I was checking in. There was a customer being helped by another agent, who was told his reservation had been canceled due to “overbooking.” The explanation I thought I heard was that it might’ve had something to do with booking via a third party.

I shared my fear with Daree, who was assisting me that I hoped my reservation was still open. I was told that because I booked directly through Hilton, I should be fine. I was. Daree, who is extremely pleasant and professional, checked me in without incident. I dropped off a bag in my room and immediately headed back downstairs. I stopped by the front desk to ask a question, and was told by another agent that my reservation had been canceled. She said she’d sent me an email notifying me of my cancellation. It was time stamped sent AFTER I was already checked in!

My issues I have with this are; I booked directly through Hilton. My cancellation was after I had been checked in. And I was told my key had been de-activated.

I was standing there asking what now? Do I need to get my things out of the room? How do you determine who and at what point does a person have their reservation canceled? This was so frustrating and unnerving. It was handled like business as usual without any regard to how this might be affecting me.

So my reservation was rebooked, a new key was issued, my credit card was charged pending , refunded, charged again. After some minutes, it was all settled and I was able to keep my room. But those minutes were nerve wrecking. Thanks Daree, who was comforting and showed concern, even though she wasn’t the agent who was...