Tru by Hilton Elkhart, IN

My room was very clean, but the arrival and check-in experience was disappointing. I checked in at night on 03/04/26. There was no one at the desk for a few minutes, then a short, chubby woman came out and asked what I needed. I don't mean that unkindly, and I can't remember her name. She didn't greet me or make me feel welcome, and there was no interaction beyond that. Her eye rolling and negative energy made me feel like I was bothering her, though she wasn't directly disrespectful. I stay at different Hilton group hotels three or four times a week for work as a Hilton Honors member, because they're usually clean and the service is top notch. This was the first time I'd been disappointed. Getting my account linked for the stay's points was difficult, and I had to beg after she said it couldn't be done. I was also charged for a bottle of water, even though the app says Silver members get two free bottles.

The guest rooms were clean and well kept, though smaller than I expected. But housekeeping didn't come until the fourth day, which was a serious problem during a busy holiday period. I was told there was only one housekeeper for the whole property at Thanksgiving, which seemed like poor planning. When service did finally happen, the staff member seemed reluctant and unwelcoming again. The lobby looked worn and dated as soon as we arrived, and the reception staff member seemed frustrated by our check-in request instead of acting professionally or hospitably. That experience affected our stay, especially for my wife, who values courtesy. The rooms themselves were satisfactory, but the service fell well short of what we expected.

We use this place as a midway stop on our drives to Ohio, and it's always been a good experience. The modern feel means fewer spots to misplace things when we're exhausted and dropping everything after a long drive. The beds and pillows are comfy, and breakfast is good. We always love the pancakes.

The woman from housekeeping I met was wonderful, and the room was nice and clean. The towels smelled of burnt hair, though, and the rest of the stay deserves no more than one star. We were traveling with a travel hockey team, and one front desk staff member recorded the kids on her personal phone while they ran in the hall, instead of coming to us parents, who were together in the lobby. She also called us drunks to a coworker within earshot of other guests. When a parent confronted her, she argued, offered no apology, and took no responsibility. We contacted the hotel manager, but she brushed us off with copy-pasted replies to parents who raised concerns. The email didn't apologize for the front desk member's actions or words, only said she was 'sorry it happened.' The poor customer service has been unlike anything I've experienced. We're planning further action so other families don't have to worry about their child being recorded or scolded by a front desk employee at the Tru by Hilton in Elkhart, IN. I hate having to share this publicly, but management's dismissal and lack of responsibility are unacceptable. I strongly recommend staying elsewhere if you're traveling for an event in the area.