Tru by Hilton Springfield Downtown — Hotel in Springfield

Reservation was screwed up by the hotel to start with. The person working the front desk couldn’t understand that our company card on file was just to hold the room, not pay for it, and struggled to put in a different card. Then he didn’t know how to apply our company’s negotiated rate. I was told I’d have to come back later to speak with a supervisor. Went out to lunch later, and when I came back my key no longer worked because the same guy hadn’t coded it correctly and the system automatically deactivated it. When I went back to the front desk, a different staff member gave me a new key. Then two other staff members hanging out behind the desk (who weren’t even part of the conversation) rudely interjected themselves and in a very underhanded, snotty, passive-aggressive way suggested my company needs to find a different hotel in the future. This place is run by a bunch of twenty-somethings with no understanding of customer service. I was trying to get an issue resolved, and their response was to gang up on me 3-to-1? I’m a paying customer, not your high school BFF, and I expect to be spoken to accordingly. The rooms are tiny, uncomfortable, outfitted with cheap, minimalistic furniture that IKEA would be embarrassed to sell, and not clean whatsoever. I had to wear shoes at all times because the cheap plastic laminate floors were sticky and dirty. The window shades were broken. The bathroom had old, dried hand soap all over the counter. The steam iron spit out old, rusty water all over a white dress shirt that will now have to be treated and is unusable for the rest of my trip. There was trash in the hallways. No microwave or coffee maker in the room. The shower was lukewarm at best even when on full hot. No luggage rack aside from a tiny, padded bench (if you travel frequently, never put your luggage on an upholstered surface unless you want to take bed bugs home with you). The tiny rolling desk (elementary school desks are bigger) had ONE plug nearby, so if you have multiple devices to charge, you’ll need to plug them in by the bed, or in the bathroom. The list goes on and on. The pictures online are very deceptive. Worst of all, I work nights and have to sleep during the day. There was loud, constant noise in the hallway, adjoining rooms, and floor above because the walls are paper thin. And, the TV randomly turns itself on throughout the day to “welcome” you to the room. Pretty annoying when you’re trying to rest. I’m a Hilton Diamond member, but I hope to never stay at a Tru property again. If you want a new, modern feel, pass up Tru and stay at Aloft. Tru is nothing more than an overpriced...

My 7-night stay at this hotel was absolutely horrendous. From the moment we walked in, it was clear that customer service was not a priority. No one greeted us at check-in, and when someone finally approached us (who initially looked like a guest), they seemed annoyed to be helping us at all. Throughout our stay, we witnessed numerous unprofessional behaviors from the staff.

We saw one employee cuddling with her boyfriend in the back corner during her shift, and instead of manning the front desk, she yelled across the room asking if we needed anything. We also saw staff eating alongside guests from the breakfast buffet, playing the games meant for guests, and watching movies on the hotel’s check-in computers. At times, it was impossible to tell who worked there and who was just visiting, as they were always off in corners, on their phones, clearly uninterested in doing their jobs.

For the first two days, we received no room service—no towel changes, no bed made—despite our request. When we asked for it, the response was, “Well, you’re here for a long stay, do you want service every day?” in a rude tone. My husband had to explicitly say yes.

The worst experience happened by the pool when a staff member walked in aggressively and rudely told us that no doors could be left open. When we calmly asked for her name, she immediately became confrontational, saying, “Why do you need it?” We asked again, and she snapped, “I’m not giving you my name!” and stormed off in an extremely aggressive manner. Later we saw her she was clearly not on break, as we later saw her sitting in the same spot on her phone for over an hour, doing nothing, instead of managing the front desk. Below is the extremely rude and aggressive staff member sitting on her phone not manning the desk for over an hour.

As Hilton Diamond members, we’ve stayed at Tru hotels before, but this experience was the worst we’ve ever had. This hotel is in desperate need of new management, and the staff should be completely retrained—or frankly, replaced. We’ll be escalating this issue to corporate, and will never stay at this property again. If you value professionalism and a positive experience, avoid this hotel...

My wife and I were in town for the Alan Jackson concert and found this is the closest hotel to the venue. The idea was for us to park once and walk to the venue.

This hotel is within very easy walking distance of the MSU campus and JQH Arena. They couldn't have picked a better location and I didn't see another hotel in this whole area; at least not within an easy walking distance.

This was our first time at a Tru Hotel. I'm quite convinced my wife and I are not quite in their target audience. The girls at the front desk had shrapnel in their faces and weren't really dressed all that professionally. But they were nice, did greet us promptly and got us checked in smoothly.

The room is tiny; at least ours was even for a standard king, which is all we needed. But even for us two, we still felt crammed in this shoebox of a hotel room. But, it was clean, it was a comfortable bed, so it worked out for just a one-night stay after a big concert (which was awesome, BTW).

We returned to the hotel after the concert at 10:30. The pool area closes at 11pm and thought we would have some hot tub time. We were disappointed to see there is no hot tub at this location! I have noticed this to be quite the theme with newer hotel properties and not having a hot tub. This baffles me! You'd think swimming pools would be the bigger money pit than a hot tub. But that's every new hotels' excuse as to why they do not have a hot tub. We really could have used a nice soak with a cold beverage before that 11pm cutoff time.

Breakfast was pretty good. They do not have any eggs due to area distributors having little to no egg supply for their customers. I was definitely bummed about that because they did have all the other ingredients to make a quality breakfast sandwich. They do have an automatic pancake maker and oatmeal and the continental stuff.

Overall, the Tru in Springfield is not a bad property at all. It still has that "new hotel smell" to it and is in an amazing location with no other hotels in the immediate area. Just make sure you book a room that can accommodate you since they do run on...