Tru By Hilton Indianapolis Lawrence, In

We've been Hilton Honors members for years, but had never stayed at a Tru before. We were pleasantly surprised: the staff were all very nice, everything was clean, and it was easy to find.

I was left outside in freezing weather while they checked my booking, and for no apparent reason I couldn't get through the front door until the receptionist confirmed it. At the time it was 20 below with a wind advisory, and it felt like 12 degrees. When I asked why they handled it that way, the receptionist had no answer and was very rude. That experience is why I will never book here again. I'm a Diamond member and have never encountered anything like this. I want to know whether keeping guests outside until their booking is confirmed is corporate policy. I'll report the receptionist to corporate tomorrow morning.

The building had a few issues, but they were dealt with right away and professionally. Thanks especially to Marina, Stephanie, Ardele, Valencia, and David for helping me and answering my questions. You were all great. For two weeks of work away from home, the room felt cozy and comfortable. I loved the open layout, with no drawers or closets but plenty of storage, and the shower was amazing. This was my first stay at Tru by Hilton, and I'll be back. The warm welcome made the time away much easier.

I believe the employee said her name was Ivana Golden. When my wife and I arrived, we saw her hanging out of the car she was getting out of as she came in to work. She smelled of alcohol and seemed to slur her words when we approached her. That is totally unacceptable and unprofessional, especially for someone welcoming guests at the front desk. You need to do better with staffing and training. This location is near the Fort, so I expected better. I'm never coming back. If zero stars were an option, that's what I'd give.