So I'm dropping stars on the current stay, last stay the hotel was newer and this stay the ultra cool furnishings seem to have not held up, a hook in our bathroom was broken the wall hooks one was looking janky, and the tv would not work at all, dialing 0 from the room to the front desk wouldn't go through to ask about the remote so I had to call the hotels main number and go to the front desk who would not send anyone up to remedy the tv situation but instead had us come down to try a different remote or get batteries from her, not up to Hilton standards. That may sound Kareny of me but in a hotel that's minimalistic and touts their functionality a non working room tv is kind of crappy representation. The new remote didn't work either and all the front desk offered was to switch our room but since we had already unpacked we didn't really want to take the time to do after driving all day. read more

We've stayed at this hotel previously, so I knew it was no frills and poorly built, but my last experience here was so abysmal that I canceled the rest of my stay and checked out early the next morning. The reasons: The room was right across from the heavy steel stairwell door, which opened and shut constantly. The window shades did not keep the exterior Costco lights from glaring into the room. The heater rattled and shook so loudly that even ear plugs couldn't block the constant racket out. Yet, turning off the heater resulted in the room becoming unbearably cold very quickly, and the hotel did not provide extra blankets. At 3:30 a.m., I went to the front desk to inquire if I could switch to another room. But before I could finish describing the issues, the staff person snapped, "There ARE no other rooms!" and couldn't care less. No apologies, no "let me see what we can do," nothing. Lesson learned. We will never stay at any Tru by Hilton again. read more

Great hotel for families and young adults with wanting an affordable place to stay with all of the amenities. Close to so many restaurants and shops and stores. 1.2 miles to West Genesee high school where our kids played in a lacrosse tournament. Breakfast bar was great. Sports courts and lobby area full of activities was awesome. Only downside- the rooms are small and the remote had tape on it vs a back. read more

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Friendly staff (Alejandro in housekeeping was terrific - he kept our room clean, providing service when requested), great location, easy checkin/checkout, clean throughout, good value, nice amenities including continental breakfast with hot items - LOVE the indoor basketball court. Shopping and restaurants are behind the hotel. Hotel guests receive dining discounts. We'll be back! read more

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We stay here often as we have family in the area and it's convenient. This hotel is basically OK, but I don't understand why they still don't have people regularly cleaning the rooms. We stayed two nights and no one cleaned our room after the first night. It's been this way for a while, but previously we figured it was due to Covid precautions. There's no excuse for it now. I still don't like the lack of hangers (and the lack of drawers or anyplace to put anything more than 2 items of clothing). Minimalism is not a plus in a hotel when you need legitimate storage. It'd be nice, also, to have enough space to sit in a chair comfortably. I mean, there's a chair, but it's crammed into a very narrow space. Whoever designed these rooms gets some definite demerit points & needs to go back to design school. The "desk" is also a joke. It's about 5 inches wide. Also, both nights we were there we had to listen to people hollering from the outdoor area below. I don't really care about a little noise, but these idiots were there for hours, screaming into the night until after 1 am (both nights). read more

Very bright and cheery...super clean...really friendly staff. Typical breakfast buffet so just mediocre...comfortable beds...well lit rooms...I would stay here again read more

I stayed here during the NY State Fair. They call it Hilto Tru, but I believe it should be called Hilton Dorm. It felt like a dormatory. Small rooms with minimal amenities; no closet, peg mounted to the wall to hang your clothes, a single, heavy desk chair, a 36" x 18" rolling table for a desk, no nightstands, just some tiny shelves mounted to the wall. The place has a big lobby with a for-pay snack bar wrapped around the reception desk, There are plenty of stiff couches scattered around the lobby and a Foosball table just like in the school dorms. T he buffet breakfast was minimal, with a single slow pancake mashine that took over 5 minutes just to get 3 tiny, fist sized pancakes, and a sort of sausage McMuffin setup with round, flat eggy things, round, bland sausage patties and a dreadfully slow english muffin toaster. Even though it is the next town over from Syracuse University, this Hilton is way below the typical Hilton standards I would expect. And it's expensive for what you get. read more

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Don't waste your time or money on this hotel. Literally stay ANYWHERE else!! This was the worst hotel experience I've ever had. First impression was good - the hotel lobby was trendy & decorated nicely. They had a cute coffee/tea bar, kids area, & different areas to hangout. We were greeted nicely at the front desk...then everything after that was astonishingly bad. We booked 2 separate rooms & they put us on the same floor, directly across the hall from each other. But when my partner's parents entered their room, someone else was already in that room. Surprise! So they were moved to a new room. Their sheets were dirty & not replaced until they asked a second time. Their card was overcharged $1,900. Then some rando charged $30 of food items to their room & the front desk said there was nothing they could do about that. The rooms are lackluster - dust on the floors, hair in the 'clean' sheets, totally empty shampoo/body wash. We asked for new shampoo/body wash, they just left the containers on the counter & didn't even replace them in the attached shower compartment. Fine, whatever. Later when finally showering, I noticed the conditioner bottle was filled with shampoo somehow??? That was very annoying. The real kicker was coming back one evening & the room next to us was now occupied. I noticed a note on their door that another guest left letting them know that their unattended dog had been barking for hours. Which of course we heard barking as soon as we got inside the room. The walls are PAPER THIN. Our lovely neighbors got back at 11pm- clearly not concerned about the note because they proceeded to talk/scream & play INCREDIBLY loud music. I'm talking bass-thumping music that was literally shaking the walls & our bed. After 1 1/2 hours of that nonsense, the COPS had to come tell them to shut up. The worst sleep/stay of my life. Upon check-out, the front desk was empty & the employee was outside smoking a cigarette. It's a shame because this hotel has the potential to be really nice but clearly it's poorly run/executed. Overpriced and underdelivered. read more

Couldn't get the room serviced. We stayed for 5 nights & after day 3 we finally put in a special request to get the room taken care of . Tried to be patient but ran out of toilet paper & hand soap plus we had been reusing our towels since no one seemed to be doing any cleaning. Once we put in a request for service, front desk person acted as if we were asking for the moon. Don't really understand this attitude since the hotel business requires cleaning & upkeep just as a natural occurrence with guests coming & going. read more

very good experience all around. great price, good location and most important clean. Breakfast was good as well. no complaints

The hotel was very nice and clean. We had a king-size bed. Very modern looking and austere. The price was kind of steep but we were lucky to get a hotel room. The breakfast was decent. I love the pancake making machine. read more

Positive: Caters to families with children, very friendly staff who solved a room problem quickly, great location. Negative: Caters to families with children, room had used/dirty sheets, mold in shower, hallways filthy/not vacuumed, no one cleans breakfast tables so you sit and eat in filth. Conclusion: This is a wonderful hotel for families on a budget. If you know what to expect you won't be disappointed. If you don't know what to expect you will be happy about the great location and that you only spent one night. read more

Great hotel. Love that they have indoor sports court, me and my family personally prefers this than indoor pool. It's a small indoor basketball court, they have the hoops, basketball, soccer, lacrosse wall ball, hockey and its goals. They have a game room with foosball table and those big connect 4 games. Definitely kids friendly lobby. The front desk (I think her name Lia/lea?) she was awesome! I called her late at night because I have made a mistake on the booking dates and it was nonrefundable. She was polite and friendly and since she can't help change the dates for me, she instructed to try to call the 1800 number. I did and they were helpful too. Upon checking in, Lia(or Lea) remembered me calling the night before and once again she was super friendly. The lobby was nice and clean, the room was nice and clean though it is on the smaller side. It is all hardwood floor, which I prefer anyway...easier to clean than carpet that god knows how long they ever wash those carpets. Our room had fridge but no microwave - they have microwave in the lobby. I am not sure if some rooms have microwave available or not, but ours did not come with one. Breakfast was not that good honestly. They have coffee available in the lobby at all times but imo they don't taste that good lol. Overall experience - great customer service from corporate. Polite and very friendly staffs, clean rooms. Fun facilities for kids who love sports and moms that wants to sit and watch without being outside in the cold lol. Great location, costco being next door and the whole plaza there. Definitely will be coming back here. read more

The service is not as good as the Hilton brand and the price you pay. the front desk person is not too helpful at all. Automatic pancake maker was empty for hours before the front desk guy went to get more mix. The trash cans are full and no one comes to clean it . Coffee is cold! They need to think in advance and be ready to replace breakfast items before the customers need to ask them for refills. Probably what's need is housekeepers and kitchen staff instead of relying in just one person to do all the work. read more

While a sleek look, the walls are paper thin and you hear everything: everything going on in your bathroom if you have a spouse etc; every door closing on your floor; the conversations of your neighbors etc. It is not a very noisy hotel. Even without that noise it's hard to get a good night sleep as the beds & pillows aren't great. While the staff is friendly, that can't make up for the hotel room construction, or the lack of it. There are many better options. read more

Aside from having to wear a mask, the only issue I had was people smoking Marijuana and the whole floor smelled. Although people complained, I don't think the staff really looked into who it was on my floor. That and the walls are too thin. You can hear talking and TV going on. read more

Two stars given because it's clean and most of the staff was nice, other than that don't expect much. Very small rooms for the price, paper thin walls, heating and air conditioning system extremely loud. No closet, no drawers, and no place to put your suitcases. No amenities, no complimentary anything. Would not recommend, spoke to one of the owners who was very rude. Stay elsewhere read more

Not a great experience. Lobby is cute and new, and the 24/7 market is a nice touch. Our shower was full of hair along both walls when we arrived, our keys kept not working with no apologies or any form of customer service at the front desk (during the night I should say, the daytime woman was pleasant and lovely) our fridge did not work, and the rooms are much smaller then advertised (especially when they cost over 250+ a night when we went.) I do not recommend at all. read more

Booked a room with Expedia., Arrived at the hotel and was told their system was down. They refused to make other arrangements and wouldn't put us in a room. They told us we could wait for the system to come back up. It is almost 2:00 am and they have left us sitting in the lobby. Worst customer service. I feel a reputable company like Hilton would have accommodated us since it was their system that failed! read more

We had a very pleasant stay at Tru by Hilton over two nights. The hotel seems new and clean and the staff were all extremely helpful. Beds were comfortable, temperature was comfortable, shower worked well - really, what else do you need? I appreciated the rooms not having carpeting and the hotel shares a parking lot with a strip mall; we found the Brasserie to be a very pleasant place for dinner. The breakfast was a standard free hotel breakfast - very, very carb heavy (with some "eggs," hard boiled eggs, and a meat to go with the eggs the real options). I'd absolutely stay here again. read more

I will never stay here again. Literally was a party going on next door. I asked the management to either move me or have them turn it down and nothing was done. Icalled at 1030 and it went on until midnight. Music, yelling. I love a great party, but some people also have to work. I love Hilton brands, but I won't stay at this one again. Walls were switched super thin, or that speaker system was placed right next to the wall. read more

Super clean hotel, which while always important, is extremely important during this time of COVID-19. Our room was spotless. Streamlined modern decor, spacious squeaky clean bathroom, comfortable beds, and very large TV. If you're visiting the Finger Lakes and looking for a reasonably priced, clean hotel, this is it. read more

Trippy! Stayed here with two friends, reception was super friendly, and this place is crazy looking! But in a good way. They've got all the amenities you'd need, great water pressure and temperate. Thermostat in the room adjusted quickly. Breakfast was pretty good, they had all the standard items + a yogurt bar, doughnuts, and they had more condiments for the eggs and stuff. Had fun staying here, looks kind of like a fever dream but it was great. Only improvement would be if they had a pool and hot tub. But they do have foosball! If you're interested in that. And it would be nice if they had a bar but they did have beer and wine down at the little shop which is plenty good enough for me. read more

This hotel was amazing. Walking into a huge spacious lobby with seating everywhere and an entertainment center. Hotel staff was so accommodating and friendly. The best part was that this hotel is pet friendly and my girlfriend was allowed to bring he car. Which was super convenient because the whole family was on the trip with us and we didn't have to look for a cat sitter. Masks were offered by the front desk. Alcoholic beverages was available. Due to covid, the breakfast operated differently but it was still good. Typical hotel breakfast. Can't ask for too much. The rooms were awesome. Super clean and super affordable. The location was amazing too. You had a Costco right behind it and a whole shopping center behind it. A shopping mall 10 minutes away and a strip of gas station, convenient stores, target, etc also 5 minutes away. The hotel is located at the center of everything. All the attractions and even downtown is no more than a 20 minute drive. Will definitely stay here again on my next trip to Syracuse!!! read more

Clean and comfortable. They offer a good complimentary breakfast. Unusual styling but we had a very nice stay and had no problems.

I was very impressed by this hotel, as I am with every Hilton-branded hotel I've been at. The tru by hilton line seems to have an efficiency-minded modern feel to the decor and a clean, simple bathroom. I can't stress how clean it was. Breakfast was an A as far as hotel breakfasts go: they had eggs, waffle maker, and the usual accompaniments. Will definitely add this chain to my list of favorite brands, right up there with double tree and hampton inn. This location was particularly good because it's literally across a parking lot from costco, a movie theater, and a slew of restaurants and shops read more