Tru by Hilton Chicopee Springfield

The pool was clean and nice, and my wife and daughter enjoyed using it. The lobby was also in good shape, with free coffee and hot cocoa available around the clock. The check-in staff were warm and polite. The room, though, had no drawers or dresser, just a few coat hooks, so our clothes stayed in bags or out in the open. The bigger problem was the guests above us. They kept jumping and making noise through the night, and by 10 a.m. it had only gotten worse. I called the desk. They spoke to the guests and things quieted down for about half an hour, then started up again. I was so upset I was ready to leave. We were there for a winter weekend with my wife and teenage daughter, hoping to use the pool and have a relaxing family break since ours was closed. I didn't think we should have to pack up because of other guests, so at first I turned down the offer to switch rooms. After talking with the front desk, they offered a room change and a refund for the night. I accepted, packed everything, and moved to a smaller room on the 4th floor. At checkout, they said they weren't sure how to process the refund, but that it should still come through since it was in the system. I never got it. We lost a night's sleep, had to change rooms, and were too exhausted to make it to the free breakfast. That's how our weekend went. We live nearby and just wanted a restful family getaway. We'll try another hotel in Chicopee next month, and I won't be coming back here.

The breakfast was great, and my granddaughter got to make her own pancakes. We stayed overnight so we could use the pool, which was nice, though I wish the water had been a bit warmer for winter. The advertised game room wasn't the arcade we expected. It had two foosball tables and some board games, so that was a little disappointing.

For six nights, the room storage was inconvenient, though it might've been fine for a quick stay. The laundry was frustrating too. The washer was broken when I went on day three after changing rooms, but maintenance repaired it that day. I tried again the next day and the dryer didn't work, so I lost a dollar and had to hang the clothes up in the room. Noise depends a lot on who you're next to. On Friday, our second night, the guests in the next room were so loud that we had to move. The desk couldn't reach them, but moved us and refunded the night without me even asking. Later, on our sixth night, kids ran along the hall until midnight, then someone started loud music at 1:30 a.m. We had a 7 a.m. flight, so that made the early start harder. The walls are thin, and this place seems to draw loud guests, or maybe it's just a party hotel. There were quiet nights too, so it really comes down to your neighbors. I've stayed at a Tru before and it wasn't nearly this loud. They're renovating now, and I hope they're improving the soundproofing. I wouldn't recommend this hotel, but I wouldn't tell people to stay away either. It was clean, well located with plenty of parking, and good value. Staff were friendly and accommodating, especially the overnight ladies. Breakfast changed a little each day, and coffee was available in the lobby 24 hours.

Jonathan, the manager, was helpful and answered all our questions during the stay. The common areas were welcoming spots to hang out, watch TV, or play games. Our room was very clean, and the breakfast had great options. The location was convenient for getting onto the highway. I'd highly recommend it.