Reception

Reviews of Tru by Hilton Grand Rapids Airport

2.5 out of 5
Tru by Hilton Grand Rapids Airport
4570 28th Street SE, Grand Rapids, MI

Reviews

8.6

Excellent

Rating 10 - Excellent. 299 out of 541 reviews" "
Rating 8 - Good. 137 out of 541 reviews" "
Rating 6 - Okay. 51 out of 541 reviews" "
Rating 4 - Poor. 26 out of 541 reviews" "
Rating 2 - Terrible. 28 out of 541 reviews" "

9.2/10

Cleanliness

8.8/10

Staff & service

8.4/10

Amenities

9.0/10

Property conditions & facilities

9.0/10

Eco-friendliness

Reviews

4/10 Poor

Stephanie

Business traveler
Disliked: Cleanliness, staff & service, property conditions & facilities
Hallways were very dirty. Did not look like they had been vacuumed in weeks. Rooms were dated and lots of scratches and scuffs in furniture. Pillows were comfy, but I would not stay here again.
Stayed 1 night in May 2024

10/10 Excellent

Claire

Liked: Cleanliness, staff & service, property conditions & facilities
Great
Stayed 1 night in May 2024

6/10 Okay

Paul

Liked: Staff & service
Stayed 1 night in May 2024
Response from Tracy on 2024/5/16
Thank you for you feedback Paul.

8/10 Good

Martha A

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The Hotel was environmentally friendly. Comfortable and clean. More towels could have been provided
Stayed 1 night in May 2024
Response from Tracy on 2024/5/16
Thank you, Martha we appreciate your feedback

10/10 Excellent

Kathy

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in May 2024
Response from Tracy on 2024/5/5
Thank you for the positive feedback, we hope to see you soon

10/10 Excellent

Judy

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities
Staff was friendly, but I had to return to the front desk twice; once to get a TV remote, and second to get a TV remote that worked.
Stayed 1 night in Apr 2024
Response from Amber on 2024/5/3
Judy, thank you for you feedback.

10/10 Excellent

Nicole

Business traveler, Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Clean, friendly and safe area
Stayed 1 night in Apr 2024
Response from Tracy on 2024/4/17
Thank you Nicole, we appreciate your great feedback.

10/10 Excellent

Mitchell

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Apr 2024
Response from Tracy on 2024/4/13
Thank you, Mitchell, we appreciate your feedback.

2/10 Terrible

Timeka

Traveled with family and small children
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
I arrived at the property late after driving 9 hours and it was bed bugs soon as I walked in the room .
Stayed 1 night in Mar 2024
Response from Tracy on 2024/3/16
Dear Timeka,Thank you for voicing your concerns, can you take the time and provide us more information regarding your sighting. Thank you.

6/10 Okay

Matthew

Disliked: Property conditions & facilities
Stayed 1 night in Mar 2024
Response from Tracy on 2024/3/12
Dear Matthew, Thank you for providing feedback about your stay.

8/10 Good

Jamie, Thompsons Station

Liked: Cleanliness
Stayed 3 nights in Mar 2024
Response from Amber on 2024/3/11
Jamie, thank you for your feedback, we appreciate your positive review.

10/10 Excellent

Kelly

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Feb 2024
Response from Tracy on 2024/2/29
Thanks for the awesome review Kelly we appreciate it.

10/10 Excellent

Tieka

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Feb 2024
Response from Tracy on 2024/2/29
Thank you, Tieka we appreciate your comment.

10/10 Excellent

julie

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Feb 2024
Response from Tracy on 2024/2/29
Dear Julie Thank you for sharing we hope to see you again soon.

10/10 Excellent

Cheryl

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Feb 2024
Response from Tracy on 2024/2/29
Thank you, Cheryl, for the great review.

10/10 Excellent

Verified traveler

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Hilton Grand Rapids
The hotel seemed new. Room was clean. Bed was comfortable. We booked here because we wanted a pool. The pool area was clean but the pool was so cold. Otherwise, a great stay.
Stayed 1 night in Jan 2024
Response from Tracy on 2024/2/21
Thank you so much for sharing your experience with us we hope to see you again soon.

10/10 Excellent

Tracie

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Feb 2024
Response from Tracy on 2024/2/21
Thank you Tracie,We appreciate your great feedback

8/10 Good

Marcia

Stayed 1 night in Feb 2024
Response from Tracy on 2024/3/20
Thank you for your feedback have a great day.

2/10 Terrible

Ruth

Stayed 1 night in Jan 2024
Response from Amber A on 2024/2/5
Thank you, Ruth, for your feedback.

6/10 Okay

Lisa

Liked: Staff & service
Stayed 1 night in Jan 2024
Response from Amber A on 2024/2/5
Thank you Lisa for your amazing feedback.

10/10 Excellent

Christine

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jan 2024
Response from Amber A on 2024/2/5
Thank you for your feedback, Christine.

8/10 Good

James

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
My only complaint is the lack of drawer space which is always helpful when you travel with pets.
Stayed 3 nights in Dec 2023
Response from Amber A on 2024/2/5
Thank you, James, for your amazing feedback. For any future stay let us know and we will try to accommodate your needs of more drawer space.

8/10 Good

Benjamin

Liked: Cleanliness, staff & service, property conditions & facilities
Response from Tracy Hatchett on 2024/1/5
Benjamin, thank you for the feedback we appreciate it.

10/10 Excellent

James

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very clean and young lady at the front was very nice.
Stayed 1 night in Nov 2023
Response from Tracy on 2023/11/25
Dear James, thank you for the great review we appreciate it.

6/10 Okay

Patricia

Stayed 1 night in Nov 2023
Response from Tracy on 2023/11/25
Patricia, Thanks for the feedback.

2/10 Terrible

Angela

Liked: Amenities
Disliked: Cleanliness, staff & service, property conditions & facilities
First it started with no hand soap in the bathroom and the bathroom floor not clean (debris) on the floor. Then after the soap was brought up and we went to wash our hands the sink then started to back up. So after everything was already unpacked we then had to move rooms --- very much an inconvenience when we were their for the preparation of a medical procedure the following morning.
Stayed 1 night in Nov 2023
Response from Tracy on 2023/11/13
Dear Angela, we are very sorry to hear about the issues you had during your stay, management has been made aware and they're working on it.

8/10 Good

Jason

Traveled with partner
Liked: Amenities
Decent
Stayed 1 night in Nov 2023
Response from Tracy on 2023/11/13
Thank you Jason, we appreciate your feedback from your recent stay.

10/10 Excellent

Verified traveler

Liked: Cleanliness, property conditions & facilities, room comfort
Stayed 1 night in Nov 2023
Response from Tracy on 2023/11/13
Thank you for the awesome review.

6/10 Okay

Bethany

Business traveler
Liked: Cleanliness
The breakfast was terrible and water fountain covered in mold/rust
Stayed 2 nights in Nov 2023
Response from Tracy on 2023/11/13
Dear Bethany, we are sorry to hear that aspect of your stay didn't meet your expectations. Thats not what we strive for here at the TRU.

10/10 Excellent

Jackie

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Oct 2023
Response from Tracy Hatchett on 2023/11/1
Thank you, Jackie, for the great feedback

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Oct 2023
Response from Tracy on 2023/10/29
Thank you so much for the review.

8/10 Good

Tom

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Oct 2023
Response from Tracy on 2023/10/14
Dear Tom, Thanks for the great review

10/10 Excellent

Kelvis

Stayed 2 nights in Oct 2023
Response from Tracy on 2023/10/29
Dear Kelvis, Thank you for the feedback.

8/10 Good

Billy

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Sep 2023
Response from Tracy on 2023/10/14
Dear Billy, thank you for the great feedback.

10/10 Excellent

Shardae

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Sep 2023
Response from Tracy Hatchett on 2023/10/27
Dear Shardae Thank you for your the great feedback.

10/10 Excellent

Stacey

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Sep 2023
Response from Tracy on 2023/9/25
Dear Stacey,Thank you for the great review.

10/10 Excellent

Eric D.

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Sep 2023
Response from Tracy Hatchett on 2023/10/27
Thank you eric for the review.

8/10 Good

Michelle

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Shuttle UBER is not HILTON quality.
My only complaint with the hotel is the UBER driving experience coming from the airport. The driver's car was dirty, he was less than friendly, and cranked his music up to the point we had to ask him to turn it down. Like the other driver, he took a "short cut" through the Home Depot parking lot, speed bumps and all. Is this even legal? Based upon our two experiences using UBER as a shuttle to get to the airport and back after our trip, I do not feel this service speaks to the image Hilton would want to project. Not sure I would stay here the next time we need an airport hotel in Grand Rapids.
Stayed 1 night in Sep 2023
Response from Tracy Hatchett on 2023/9/22
We sincerely apologize for the less than satisfactory Uber experience you encountered during your stay at our hotel. Your feedback is important to us, and we want to address your concerns:Uber Experience: We're truly sorry to hear about the inconvenience you faced with the Uber rides to and from the airport. We understand that this is not the level of service you expected, and it does not reflect the standard we strive to provide to our guests.Driver Behavior: The behavior of the Uber driver, including a dirty car, unfriendliness, and loud music, is unacceptable. We have shared your feedback with the rideshare service provider so they can address this matter appropriately.

8/10 Good

jimmie

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Sep 2023
Response from Tracy Hatchett on 2023/9/22
Dear Jimmie, Thank you for the good review

10/10 Excellent

Robert

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
First night out
Happy with the hotel and the service. TRU is not my favorite Hilton brand, but everything was nice.
Stayed 1 night in Sep 2023
Response from Tracy Hatchett on 2023/9/22
Dear Robert,Thank you for the great review

10/10 Excellent

Kay

Stayed 1 night in Sep 2023
Response from Tracy on 2023/10/14
Dear Kay, thank you for the good review.

8/10 Good

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Bad shuttle, but clean hotel.
The air circulation vent and refrigerator are loud. Very clean. Easy check-in. Disgusting Uber car drive to the airport. Filthy car inside and out, headbanger music at 5:30 a.m. Driver did not offer to load or unload our bags from the trunk, Judy popped the trunk, which was half full of other stuff. Glad it was a short drive.
Stayed 1 night in Sep 2023
Response from Tracy Hatchett on 2023/9/15
We are sorry that you had to experience and unpleasant uber ride to the airport and we apricate the feedback.

10/10 Excellent

Edie

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Loved being close but not too close to the Airport.
Stayed 1 night in Sep 2023
Response from Tracy Hatchett on 2023/9/15
Thank you, Edie, we appreciate your comment!

10/10 Excellent

Carla

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Sep 2023
Response from Tracy Hatchett on 2023/9/15
Thank you, Carla, for the awesome feedback.

10/10 Excellent

heather

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Sep 2023
Response from Tracy Hatchett on 2023/9/15
Dear Heather,Thank you for the amazing review.

6/10 Okay

Elke

Traveled with family
Liked: Cleanliness, property conditions & facilities
Even though it is a nice property and far more modern than maybe other hotels but it is done cheap. The breakfast is Google like but very unpractical and not comfortable to sit. The rate is definitely overpriced. For the rate your hotel charges there should be a daily room service, instead you offer complementary. You should lower the pice if this is the case. What’s the point of going to a hotel if I have to do everything myself.
Stayed 1 night in Sep 2023
Response from Tracy Hatchett on 2023/9/22
Thank you for taking the time to share your feedback with us. We value all comments from our guests as they help us improve our services and better meet your expectations. I apologize that your recent experience at our property did not fully meet your expectations.

10/10 Excellent

Ernest

Business traveler, Traveled with family
Liked: Cleanliness, amenities
Great facility
Stayed 1 night in Sep 2023
Response from Tracy Hatchett on 2023/9/15
Dear Ernest,thank you for great feedback!

10/10 Excellent

Jennifer

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Perfect
Clean, safe, loved the coffee, comfortable
Stayed 1 night in Sep 2023
Response from Tracy on 2023/9/6
Dear Jennifer, Thank you for the great review and we hope to see you again soon.

10/10 Excellent

Yamileth

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Sep 2023
Response from Tracy Hatchett on 2023/10/27
Thank you, Yamileth, for the good review

6/10 Okay

Terryann

Stayed 2 nights in Sep 2023
Response from Abdallah on 2023/9/6
Dear Terryann, thank you for the review.