Tru by Hilton Grand Rapids Airport

I stay at Hilton hotels for a week or even a month at a time, and I wouldn't choose this Tru again if I return to Michigan. I usually book a Hampton or Homewood Suites, but this one was affordable and near the airport. The lobby is fun, modern, and welcoming, and the hotel has pancakes, oatmeal, yogurt, fruit, and cereal at breakfast. Still, breakfast fell short of what I get at other Hilton brands. For all eight days, it was the same scrambled eggs and sausage, except for one day when there was no protein at all, just eggs. Other hotels rotate items like bacon, ham, sausage, omelets, and different waffle flavors. The room is also smaller than rooms at other Hilton brands. There was no microwave or closet, just open hangers above the mini fridge, and no drawers for clothes such as underwear and socks. I found it awkward to leave those things out. When I arrived, my room had been changed from the top floor to floor 3. They corrected it, but I don't see why they'd change the room I selected in the app. The room was supposed to get minimal daily cleaning, but I had to ask three times and it was cleaned just once during my whole stay. There is no laundry in the hotel either. They expect guests to take a shuttle to the nearby Home2 to do laundry. The Tru in Charlotte has free laundry, and I would have gladly paid to use a washer and dryer here, but having none on the property at an airport hotel is unacceptable.

The rooms look modern, but service and cleanliness disappointed me from check-in. The pancake machine and coffee maker didn't work, and I had to ask for bowls, spoons, and cups. Who needs coffee anyway? I won't pick TRU again.

This was our first time staying at one of these hotels, and everything was great apart from the parking situation. I know it's winter, but snow had been piled in one of the accessible spaces. There are only three spots, while having six reserved for Hilton Diamond members seems like a lot.

I'm very unhappy with this stay and won't return. The room was noisy because of the air conditioning, and check-in was a mess. They assigned me a room belonging to another guest and charged me for it. Even though I arrived after 3pm, I waited two hours for the keys. I tried to get the charge corrected to avoid trouble at checkout, but the invoice was still wrong, the name on it was wrong, and they charged my credit card again without my authorization. This property doesn't deserve the Hilton name.