Tru By Hilton Smithfield I-95

We'd hoped this would become our regular hotel for family visits. The price, location near shopping and relatives, and convenience all seemed right, and the lounge was a lovely common area that even worked for an impromptu date night with my husband. The owner later took time to address my concerns and offer generous compensation. That's what I mean about the service being phenomenal. I'm really cheering this place on and hope the cleaning crew can meet the standard set by the other staff. That would make it top-notch. Doug and the young woman on the next shift at the front desk were friendly, attentive, and accommodating. They were the best part of our stay. But the rooms were in unacceptable condition. We had three rooms. In mine, after being on the road all night, I went to the bathroom and found visible splatters around the upper rim of the toilet bowl when I lifted the lid. It looked like the previous guest had been ill and housekeeping hadn't cleaned it. All three rooms had yellow and brown stains on the top sheets and comforters. In one, the fitted sheet had come loose, exposing a deep brown stain on the mattress pad. Most surfaces were grimy and sticky, as if they hadn't been wiped down. On checkout morning, a large indoor roach crawled out from a bathroom corner while I was showering, and my toy poodle jumped back in fright. I checked every piece of luggage for unwanted guests, packed immediately, and left. Even my dog climbed into his travel bag after being startled. The dirty rooms overshadowed the good staff and common areas, and the stay was deeply disappointing. I hope management fixes these issues so future guests can enjoy the hotel's potential.

The location was a real plus, with lots of places to eat nearby and a movie theater within walking distance. For a one-night stop on our way home, the hotel worked well, and the front desk associate was kind and handled things smoothly when our selected room wasn't ready at 2 PM. She offered another room that was available, explained the hotel since it was our first visit, and was sweet with my chatty four-year-old. The room was updated, and the beds were comfortable, though smaller than I prefer. Space was tight in the two-queen room, especially for a pack and play, but manageable for one night. Cleanliness was average: the room was generally fine, but the floors needed a deep clean and one chair had a noticeable stain. We also used the pool area. It was nicely warm, but, like the guest room, the floor needed more attention. The towels were stained and the return bin looked worn and ready for replacement. The water was a little chilly, and the walls could use a scrub. Still, it was usable for a quick overnight. Friendly staff and convenient location stood out, though cleaner floors and surfaces would improve the experience.

The woman at check-in was very nice, but the room was atrocious. There were marks all over the walls, and the lamp between the beds was badly rusted. From 4 to 8 p.m., it sounded like heavy kids were running back and forth in the room above us. In the bathroom, big pieces of wallpaper were peeling down, and there was rust and dark green mold in the shower. The bedroom and bathroom floors looked like they hadn't been mopped for weeks. The room didn't smell too bad, but the beds, especially the pillows, smelled used. We slept on top of the covers and left as soon as we could. It was our first time at a Tru by Hilton, and we're never trying one again.

The bathroom door wouldn't lock, and when we went down for snacks at night, there was nothing available and no vending machines. Neither was a big deal or a deal breaker. The place was clean and smelled clean, which was a win after staying in some questionable hotels while traveling with our son's baseball team. The staff were incredibly kind and accommodating. We'd definitely stay again.