Tru by Hilton Indianapolis Lawrence - Indianapolis, Indiana

Liz S.

Clean, super friendly staff, comfortable beds and pillows -- we stayed here after 10+ hours on the road. You never know what you're going to get when you book hotels while on a road trip and we were very pleasantly surprised by this one! I would definitely recommend for road weary travelers!

Isaac M.

For being a Hilton member, you are treated like garbage. The staff are very unprofessional and rude. If you have a request or question, they are not friendly at all. My tv and toilet stopped working early in my stay. The staff made me feel like I was the burden for asking for it to be fixed. The rooms are tiny and showers do not get hot. Breakfast is alright. I would not stay here, the Hilton name fools you. Go spend your money somewhere else.

Edward C.

Brand new hotel in the new Tru style. Rooms are adequate, if you don’t mind minimalist. No closets, just a hanging rail. Bed isn’t very comfortable. The real let down is with the service . Upon check in I requested extra pillows and blanket. First thing out of the receptionists mouth is you can pick them up at the desk in 5 min. Not “I’ll bring those up to you”. I was a little disappointed, but it wasn’t a big deal. I come back in 5 min and there is only a blanket. The hotel doesn’t have any extra pillows. All told not a great or even normal experience a hotel.

Second night, I would like to do a single load of laundry. They have facilities, they cost $1.75 for a washer load, I would assume the same for a dryer session. Since I do not have soap or quarters, I head to the front desk. Request some detergent and change for the washers. I have a $20 bill to pay for the soap and exchange for quarters. I’m told they don’t have quarters and that I would need get them from the CVS that is a five min walk away. It’s 26 degrees and snowing. No thank you.

On both of these interactions it felt like the receptionist felt like I was making unreasonable requests.

I stay in a lot of hotels. This is just simply poor service and management. Have quarters for people to use the facilities, have pillows. Also, be at least apologetic when you say walk through the cold and snow.

I won’t be staying at this hotel in the future.

Mz S.

12/03-2024 - Update to review below: I received a phone call from the Operations Manager and he was very helpful. He indicated that he addressed my issues of concern and the comp he offered was reasonable. I appreciate his attention to this. So I changed the service rating.
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I recently stayed at the TRU by Hilton Hotel in Lawrence, Indiana, from November 27–30, 2024, and was deeply disappointed by the experience. While I appreciate minimalist designs, this property fell short on functionality, service, and cleanliness.

Room Conditions & Cleanliness:

We were initially placed in Room 414, where the refrigerator was inoperable. After some back-and-forth with the front desk and being told it couldn’t be resolved until the next day, we were moved to Room 411.

In Room 411, the TV didn’t work initially (it was unplugged, suggesting poor room checks). The shower caulking was visibly unclean, and the issue was never addressed despite assurances from staff. We were offered another room (429), but its shower was in similar condition.

Staff & Service:

The service was frustrating and inconsistent. One associate tried to help, but another seemed disengaged, focusing on her phone instead of assisting. Staff often appeared "bothered" when we brought up issues.

Misinformation was a recurring problem. We were assured housekeeping would address the shower that day, but later told no housekeeping staff were available due to the holiday. This lack of communication among staff and clients and accountability was unacceptable.

Room Design & Amenities:

While we appreciate minimalist designs, the rooms are very small and lack essential amenities.

There is no closet—just a bar suspended from the ceiling with hangers—and no drawers for storage. Additionally, there’s no microwave in the room, which was inconvenient.

Breakfast:

The breakfast was the one positive aspect of the stay—decent and well-stocked.

Overall, this property does not meet the standards I expect from Hilton. The back-and-forth with staff, misinformation, and lack of quality control made this stay stressful. While some may find the minimalist concept appealing, the execution here was poor. Unfortunately, we won’t be returning.

Jasmine B.

Wouldn’t book again, customer service was meh, no acknowledgment of Hilton status nor water bottles or snack provided at check in. Front desk staff leisurely eating. Told I couldn’t get late checkout because they don’t have housekeepers at 1pm. The room was super small no microwave, fridge barely worked, troubles with the toilet flushing, smallest shower ever felt like a water park shower, water didn’t get to hot. Best thing was the halfway decent breakfast and the comfort ability of the bed, besides that I wouldn’t recommend this property to any fellow Hilton members. They fool you with the flashy decor but give you a tiny dorm room to sleep in. Good area to take a walk. Am staff friendly. As a member that travels frequently I was disappointed in the hotel.

Judith R.

For a Hilton we where very disappointed. No coffee pot, unheard of, no microwave. Found out we only got roomservice every other day. I talked with the head housekeeper, n she was ever so nice. ( Oh yea, n the pillows were like marshmallows. ) She gave us clean towels n extra pillows.

Owen S.

Due to traveling late by car, I was unsure how far I would make it that night and, therefore, couldn’t book a room in advance. Upon arrival, I found the doors locked. Speaking with the night clerk through the intercom, I was informed that rooms were available, but walk-ins were not allowed. As it was past midnight, I was also unable to make a reservation online. This was at approximately 12:45 on 11/13/2024.

I’ve never encountered this issue before, and it’s yet another inconsistency I've experienced with Hilton-branded hotels. Ultimately, I stayed at a Hampton Inn down the road, where the service was much more accommodating.

Shawn I.

We had a weekend blackout in my neighborhood and so we retreated at this hotel on Sunday night. It was wonderful, the staff was nice and breakfast on Monday morning was delicious! I would highly recommend this hotel. Thank you Hilton!!