Tru by Hilton Indianapolis Downtown
🏨 Hotels & Travel · Indianapolis
Absolutely not. I’d never go back, buy again, or use them again.total experiences
replied on google
Most reported issues
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Experiences
hotel refused to provide a refund or credit for cancellation
Business reply on Google
Thank you for sharing your experience, Jacquelyn. We regret that our cancellation policy and location were not a good fit for your needs. Please contact us at https://help.hilton.com/s/contactsupport so we can look into your concerns in more detail.
Unsafe environment, poor maintenance, and inappropriate staff behavior during hotel stay.
Poor room management, faulty key cards, and unsanitary room conditions.
Business reply on Google
Hello, we're sorry to hear about your experience at our hotel. It sounds like you encountered several challenges during your stay, and we appreciate your detailed feedback. Please know that the issues you mentioned are being looked into. We encourage you to reach out to https://help.hilton.com/s/contactsupport or call our team at (317) 472-4800 to provide more information about your booking and discuss your experience further. We hope to have the opportunity to provide you with a better stay in the future.
hotel failed to provide promised parking compensation and resolution
Business reply on Google
Hi Ben, thank you for sharing your experience and for being a Diamond member. We're truly sorry to hear about the parking issues and the miscommunication regarding your credits. Please know that we are looking into this matter to ensure it doesn't happen again. We encourage you to contact https://help.hilton.com/s/contactsupport and (317) 472-4800 to provide more details about your booking and further discuss your experience. We appreciate your loyalty and hope to have the opportunity to better serve you in the future.
Room had flickering lights, broken air conditioning, and loose bathroom fixtures.
Unauthorized charges and incorrect billing for parking and room stay.
Business reply on Google
Hi, we strive to deliver exceptional service for our guests, and we're disappointed to learn that we missed the mark. We understand your concerns regarding the charges, and we will share your feedback with the management. Please reach out to us at https://help.hilton.com/s/contactsupport or call us at (317) 472-4800 so we can follow up with you. Thanks for taking the time to leave us a review, and we look forward to hearing from you.
Excessive noise, lack of amenities, and inflexible refund policies.
Business reply on Google
Hi, while we appreciate your positive input regarding our location, we apologize for the issues you encountered with the noise disturbance, food options, and room amenities. To further discuss your concerns, please reach out to our team at https://help.hilton.com/s/contactsupport or call (317) 472-4800. We hope to have the opportunity to welcome you back for a better experience in the future.
Excessive room pricing and disruptive fire alarm activation
Business reply on Google
Hi Kelsey, guest satisfaction is important to us and we always strive to deliver the best accommodations at the best value, so we're sorry for falling short in this regard. We would like the opportunity to look into this further. Could you please contact us at https://help.hilton.com/s/contactsupport or call our team at (317) 472-4800? We appreciate your feedback and hope to welcome you back for a better stay. Thank you.
Hotel staff failed to resolve a room key lockout for hours
Business reply on Google
Hi Robert, thank you for leaving us a feedback. We apologize for the inconvenience you faced with the key issue and the lack of immediate resolution. Your feedback is valuable, and we encourage you to contact https://help.hilton.com/s/contactsupport or (317) 472-4800 to discuss your stay further. We are looking into the matter to ensure it doesn't happen again. We hope to welcome you back for a much-improved stay. Thank you for choosing Tru by Hilton.
hotel failed to split payment across multiple cards as requested
Business reply on Google
Hi Jacob - We're very sorry to hear about your experience with our team and the issue with your charges. We value our guests and strive to deliver the best service possible, so we're disappointed we missed the mark. Please reach out to us at https://help.hilton.com/s/contactsupport so we can look into this further. Thanks for taking the time to give us your review.
hotel rooms lacked functional heating during extreme cold weather
Business reply on Google
Hello Jaquavius- We are so sorry to hear about these issues you experienced during your stay with us. Please reach out to us at https://help.hilton.com/s/contactsupport or call us at (480) 897-7444 so we can investigate this further. Thanks for taking the time to share your feedback, and we do look forward to hearing from you.
The hotel rooms are too small and the staff is unhelpful.
Room amenities were missing and the hotel overcharged for early checkout.
Business reply on Google
Hi Rhiannon Seibert - We are sorry to hear you were disappointed with your stay. Thank you for taking the time to share your feedback with us regarding our amenities and the issue with your refund. We would like the opportunity to look into this further. Please reach out to us at https://help.hilton.com/s/contactsupport or call us at (317) 472-4800. We look forward to hearing from you.
Staff failed to honor a previously discussed late checkout request.
Business reply on Google
Hello Melissa Walker - We set a high standard for ourselves, and we’re so sorry to hear that we missed the mark while you were with us and that our standards were not met. We will use your feedback to improve our service. Thank you for taking the time to give us invaluable feedback.
Misleading parking credit policy and poor room maintenance and housekeeping service.
poor room cleanliness, hygiene issues, and lack of expected hotel amenities
Excessive noise, poor amenities, and unhelpful management regarding refund requests.
hotel room lacked air conditioning and adequate storage space
unauthorized parking charges and poor room and breakfast service
The hotel failed to process a promised refund for the stay.