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Reviews of Tru by Hilton Sandusky, OH

2.5 out of 5
Tru by Hilton Sandusky, OH
6110 Milan Rd., Sandusky, OH

Reviews

9.0

Wonderful

Rating 10 - Excellent. 187 out of 277 reviews" "
Rating 8 - Good. 57 out of 277 reviews" "
Rating 6 - Okay. 13 out of 277 reviews" "
Rating 4 - Poor. 8 out of 277 reviews" "
Rating 2 - Terrible. 12 out of 277 reviews" "

9.4/10

Cleanliness

9.4/10

Staff & service

9.0/10

Amenities

9.6/10

Property conditions & facilities

9.4/10

Eco-friendliness

Reviews

10/10 Excellent

Margaret

Liked: Cleanliness, staff & service, property conditions & facilities
Enjoyed our stay.
Stayed 1 night in May 2024

8/10 Good

Joshua

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in May 2024

10/10 Excellent

Emily

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Comfortable stay
Stayed 1 night in May 2024

8/10 Good

Susan

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
There were some repairs going on to the pool (closed) and parts of the surrounding parking lot was tied off, so that was a detraction, but otherwise all okay. Inside the lounge area some of the furniture needs to be steamed cleaned, specifically the red hanging chairs. All in all, I wouldn't hesitate to recommend and stay there again. Thanks - Susan
Stayed 1 night in May 2024

6/10 Okay

Michele

Travelled with family
Liked: Staff & service, amenities, property conditions & facilities
Overall a nice stay, convenient location and aesthetics are newer. Staff were very friendly, the key cards had fingerprints and not sure what else but they were dirty. We cleaned them with our baby wipes. They had a large group with kids making it very loud, chaotic basically everywhere in the hotel. This is not their fault but it was annoying especially at 2am. I think anywhere you stay in that area you would get the kids and noise though.
Stayed 2 nights in May 2024

8/10 Good

Amy

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff was excellent and very helpful. We didn't ask for an accessible room but we're given one. We didn't like the roll in shower. The room was huge. We would definitely stay again in a regular room.
Stayed 1 night in Apr 2024

10/10 Excellent

Kara

Stayed 1 night in Apr 2024

10/10 Excellent

Julia

Stayed 1 night in Apr 2024

10/10 Excellent

Lisandra

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice clean no complaints and they were quick to issue my deposit back some places it takes over a week sometimes longer I got it back the same day but that does depend on your bank! Ethan was very excellent while I checked in
Stayed 1 night in Mar 2024
Response from Luke Janik shift manager on 29 Mar 2024
Thank you so much for your review. I will pass along your kind words to Ethan! We hope to see you again soon. Stay Tru!

10/10 Excellent

Yoon

Stayed 1 night in Mar 2024

10/10 Excellent

Molly

Liked: Cleanliness, staff & service, property conditions & facilities
Very clean
Stayed 1 night in Mar 2024
Response from Luke Janik Shift Manager on 17 Mar 2024
We are so glad you enjoyed your stay!Stay Tru!

10/10 Excellent

Joshua

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I like that it felt very modern. I did care to much for the parking.
Stayed 2 nights in Jan 2024
Response from Luke Janik Shift Manager on 17 Mar 2024
We are glad that you enjoyed your stay. We do realize that parking can be a little confusing especially on busy weekends. Stay Tru!

8/10 Good

Celia

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
The hotel was very clean and very nice. My only complaint was that the heating system was very loud and woke me up several times. Also, I did not find a glass or cup for drinking.
Stayed 1 night in Jan 2024
Response from Luke Janik Shift Manager on 17 Mar 2024
We are so glad you enjoyed your stay! Thanks for letting us know about the noise that the heating system was making as we seek to improve for you and future guests!Stay Tru!

10/10 Excellent

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Jan 2024
Response from Luke Janik Shift Manager on 28 Jan 2024
We are so happy that you enjoyed your stay. Stay Tru!

10/10 Excellent

Stephen

Stayed 1 night in Jan 2024
Response from Luke Janik Shift Manager on 17 Mar 2024
We are so glad you enjoyed your stay! We hope to see you again soon! Stay Tru!

10/10 Excellent

Doug

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Hotel experience
Nice hotel and very quiet and clean! Recommended. The places around the hotel that they recommended are very good!
Stayed 2 nights in Jan 2024
Response from Luke Janik Shift Manager on 9 Jan 2024
We are glad to see that you enjoyed your stay! We hope to see you again.

10/10 Excellent

Richard

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Review
Hotel was great room was clean. Lobby was full of families enjoying there evening. All was great until some children decided to use furniture as a jungle Jim and throw food around the area with no parental supervision. Was disappointed with the desk staff who’s main concern was hotel reviews and would not say anything to the children as to not have the parents give bad reviews. Not looking out for all your quests
Stayed 2 nights in Dec 2023
Response from Luke Janik Shift Manager on 4 Jan 2024
We are so sorry that your stay did not meet your expectations. I have shared your feedback with my team as we hope to better the guest experience. Stay Tru!

8/10 Good

Jessica, Holbrook

Stayed 1 night in Dec 2023
Response from Luke Janik Shift Manager on 26 Jan 2024
Thank you so much for taking the time to leave a review. We are glad that you enjoyed your stay. Stay Tru!

10/10 Excellent

Morgan

Travelled with family, Travelled with pets
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 2 nights in Dec 2023
Response from Luke Janik Shift Manager on 3 Jan 2024
We are so happy that you enjoyed your stay, we hope to see you the next time you visit Sandusky. Stay Tru!

10/10 Excellent

Cheri

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The breakfast buffet had good variety! The bed linens were super comfortable. The room was very well designed. We thoroughly enjoyed our short get away. Easy check in by friendly efficient staff. The lobby also had a variety of snacks that was truly impressive.
Stayed 1 night in Dec 2023
Response from Luke Janik Shift Manager on 30 Dec 2023
We are thrilled to see you enjoyed your recent stay. Stay Tru!

10/10 Excellent

Alan

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023
Response from Luke Janik Shift Manager on 3 Jan 2024
We are so happy that you enjoyed your stay, we hope to see you the next time you visit Sandusky. Stay Tru!

8/10 Good

Monica

Stayed 1 night in Dec 2023
Response from Luke Janik Shift Manager on 3 Jan 2024
We are so happy that you enjoyed your stay, we hope to see you the next time you visit Sandusky. Stay Tru!

10/10 Excellent

Tabitha

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Sep 2023
Response from Luke Janik Shift Manager on 3 Jan 2024
We are so happy that you enjoyed your stay, we hope to see you the next time you visit Sandusky. Stay Tru!

10/10 Excellent

Jacob

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023
Response from Becky on 7 Dec 2023
We are so glad that you enjoyed your stay, We hope that when you’re in the area again you choose to stay with us again.

2/10 Terrible

Rishit

Disliked: Staff & service, room comfort
TERRIBLE
We had a terrible experience at this hotel. We checked in around 11 pm at night and upon entering our room on the 4th floor we noticed a loud vent/fan that was operating completely independent of the AC unit located on the wall under the window across the room. That vent/fan was right above our bed. It was loud and we weren’t able to turn it off. We called the manager who after inspecting the fan realized he had never seen or heard anyone complain about that before. He tried to turn it off at the thermostat but was unsuccessful. He looked for other rooms for us and found 4 other rooms on the same floor but they all had this vent/fan which operated on its own and he didn’t know how to turn it off. Needless to say, my wife and I couldn’t sleep the entire night because the fan noise was so loud and unbearable. It’s very surprising the manager had no idea this fan/vent exists in all of the rooms until he checked himself. We were very disappointed and hated that he couldn’t be of any help. There was no on site engineer either who could assist. TERRIBLE EXPERIENCE. I wouldn’t recommend this hotel under any circumstances.
Stayed 1 night in Nov 2023
Response from Luke Janik Shift Manager on 30 Nov 2023
Dear Mr. RishitThank you for your recent stay at Tru by Hilton Sandusky. We’re constantly looking for guest feedback on how we can improve and truly create a unique and positive experience, and we appreciate you taking the time to share with us your thoughts. We’re sorry to hear that the room didn’t meet your expectations. I will address your feedback with our team immediately. Please know, we sincerely value your stay with us and hope you will give us another opportunity in the future. Thank you again for your feedback and concerns.

10/10 Excellent

Aron

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff were extra friendly and inviting. The room was spacious and the breakfast selection worked well for the 2 of us.
Stayed 1 night in Nov 2023
Response from Luke Janik Shift Manager on 29 Nov 2023
We are so glad that you enjoyed your stay. We hope to see you again. Stay Tru!

10/10 Excellent

Tamara

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice layout.
Stayed 2 nights in Nov 2023
Response from Luke Janik Shift Manager on 18 Nov 2023
Thanks for taking the time to leave a review. We are so glad that you enjoyed your stay. Stay Tru!

10/10 Excellent

Robert

Liked: Cleanliness, property conditions & facilities
Stayed 1 night in Nov 2023
Response from Luke Janik Shift Manager on 13 Nov 2023
Thank you so much for the positive review! We are glad that you enjoyed your stay! Stay Tru!

10/10 Excellent

Angela

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Last minute booking from cedar point. Very easy, comfortable beds, clean room.
Stayed 1 night in Oct 2023
Response from Luke Janik Shift Manager on 12 Nov 2023
We are so glad you enjoyed your stay! We hope to see you again! Stay Tru!

10/10 Excellent

Kwari

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I liked the breakfast every morning and how close it was to multiple restaurants
Stayed 2 nights in Oct 2023
Response from Luke Janik Shift Manager on 6 Nov 2023
Dear KwariThanks for staying with us at the Tru by Hilton Sandusky. We created this brand with guests like you in mind, so we love to hear that you enjoyed your stay. Stay Tru!

10/10 Excellent

Kimberly

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very clean and modern. Liked everything about my stay.
Stayed 2 nights in Oct 2023
Response from Luke Janik Shift Manager on 31 Oct 2023
We are so happy that you enjoyed your stay! We hope to see you again the next time you are in Sandusky. Stay Tru!

10/10 Excellent

Bonnie

Travelled with family, Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very friendly staff, good selection of breakfast foods and a 24/7 market with food and snacks. Very clean property.
Stayed 2 nights in Oct 2023
Response from Luke Janik Shift Manager on 27 Oct 2023
Thank you so much for your feedback! We are happy to see that you enjoyed your stay. Stay Tru!

10/10 Excellent

Melissa

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
New,clean,quiet,breakfast selection nice
Stayed 1 night in Oct 2023
Response from Luke Janik Shift Manager on 10 Oct 2023
Thanks so much for the positive review! We hope to see you again. Stay Tru!

10/10 Excellent

Kim

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Clean, comfortable & well located to where we needed to be.
Stayed 1 night in Oct 2023
Response from Luke Janik Shift Manager on 10 Oct 2023
We are so glad that you enjoyed your stay! Please come visit us again. Stay Tru!

10/10 Excellent

Edward

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Was very friendly staff, easy access at anytime
Stayed 1 night in Sep 2023
Response from Luke Janik Shift Manager on 30 Sept 2023
Thanks for taking the time to leave A review. We are so happy that you enjoyed your stay. Please come see us the next time you visit Sandusky. Stay Tru!

4/10 Poor

LESLEY

Travelled with family
Disliked: Amenities
Room was very small. No storage.
Stayed 2 nights in Sep 2023
Response from Luke Janik Shift Manager on 30 Sept 2023
I'm sorry with the issues that you experienced during your recent stay. The Tru brand is Tru-ly something different, our rooms are A little smaller and lack some of the amenities that our sister brands have. However, our lobby is the place to be and has the amenities that you may not have in your room. We hope that you will give us another try.

10/10 Excellent

Diane

Travelled with family, Travelled with pets
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
High Praise to ALL the staff, especially Luke, the night manager who went OUT OF HIS WAY to make sure our stay was comfortable and we were happy. We stayed 4 days for a family memorial and our rooms was comfortable and pleasant. The breakfast staff came to recognize us, leaned our dogs names and asked about my elderly Mom when I was downstairs alone. They ALL made us feel like family. Kudos!
Stayed 4 nights in Sep 2023
Response from Luke Janik Shift Manager on 24 Sept 2023
Hi, thank you so much for the positive feedback! I read and respond to all the reviews, and this just made my day! We are happy that we were able to make you feel like family during your stay and hope to see you, your mom and 2 adorable dogs again. Stay Tru!

4/10 Poor

Donald

Liked: Cleanliness, staff & service, property conditions & facilities
Disliked: Room comfort
More Like a Motel 6 , than a Hilton
I booked this hotel because it was part of Hilton,,, its NOT Hilton quality. it is as cheap as a motel 6, No coffee maker, No microwave, Very Cheap room, No closet just a pipe hanging from wall to hang clothing, Just a very Cheap roon Like for collage kids. Never book a TRu hotel again , and will rething booking a Hilton.
Stayed 2 nights in Sep 2023
Response from Luke Janik Shift Manager on 24 Sept 2023
Dear Donald,Thank you for taking the time to tell us about your experience at Tru by Hilton Sandusky. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies.Your feedback is very important to us, and I am saddened to hear that you did not like the style of our hotel. Please rest assured that we are taking the appropriate measures to address the problem and prevent any future occurrences. Here at Tru by Hilton, we continuously strive to meet your needs and expectations.We appreciate the time you took to share your concerns, and it is our hope that you will give us the opportunity to better serve you in the future.

4/10 Poor

Regina

Liked: Staff & service
Disliked: Cleanliness
Staff was nice. Bathroom was not clean. Toilet had what appeared to be fecal material inside on the back of the bowl, and the floor was dirty and had several clumps of dried hair on it. I would guess the floor was not vacuumed before it was mopped. Shower could also have been cleaner, and there were dirty finger prints on the hand soap. Mattress was thin piece of foam & not comfortable.
Stayed 1 night in Sep 2023

10/10 Excellent

Carl

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff work extra hard to make sure you stay was great. A special shout I go to shift manager Luke for finding me an Android charging cord
Stayed 2 nights in Sep 2023
Response from Luke Janik Shift Manager on 12 Sept 2023
Thank you so much for the kind words. Please come see us the next time you visit Sandusky. Stay Tru!

10/10 Excellent

Sharon

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Amazing service, everyone works, breakfast is nice, front desk manager was really nice and always helpful.
Stayed 4 nights in Aug 2023

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Aug 2023

10/10 Excellent

Theresa

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Very clean and quiet.
Stayed 2 nights in Aug 2023
Response from Becky K on 30 Sept 2023
Thank you we hope to see you back.

10/10 Excellent

Jose luis

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
My wife and I stay at tru for 2 nights , the hotel was very clean and staff very friendly and helpful . We are planing to go to cedar point every year and this is going to be our hotel 👍
Stayed 2 nights in Aug 2023

10/10 Excellent

Jamie

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I enjoyed our 3 day stay at Tru. We were there for my youngest sons baseball tournament over the weekend. The facility was clean kept up friendly and easily accessible. My boys all enjoyed the pool and it was a much more affordable option to the Kalahari.
Stayed 3 nights in Aug 2023

8/10 Good

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Aug 2023

10/10 Excellent

Brian

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Newer, clean and contemporary hotel.
New and very clean hotel in Sandusky that is close to everything. Only negative was the water pressure in the shower, which was pretty weak. Overall, a great place to stay.
Stayed 1 night in Aug 2023

8/10 Good

Jennifer, Detroit

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Aug 2023

10/10 Excellent

Michael

Travelled with family, Travelled with pets
Liked: Cleanliness, staff & service, property conditions & facilities
Well done Front desk guy fabulous(sorry bro- best with many cool buttons
Stayed 1 night in Aug 2023

2/10 Terrible

Verified traveller

Liked: Cleanliness, property conditions & facilities, room comfort
Disliked: Staff & service
Wrongfully Charged By Tru Hotel
The hotel was very nice, but the staff was not so welcoming. We did quite a bit of site seeing so we were not physically in the hotel much. We checked out on July 3 without incident. I turned in my key and was asked if I wanted an email copy of my receipt to which I said yes, but never received it. I did not think much of it as I stayed at many hotels and resorts whether booking directly with the hotel or via hotels.com or the like. I checked the credit card that I used for that stay on 7/16/23 as I check for accuracy periodically. I then discovered that Tru charged me for the one-night stay of ~$146 and $300. I called Tru on 7/17/23 to discuss the $300 charge. They told me that they were charging me a room smoking fee. This fee is being assessed in error as I do not smoke and neither my fiancé nor myself smoked in the room as we knew the rules. There was no evidence of smoking left behind in the room, so the staff of Tru have made a grave mistake in charging this fee. The manager was very rude and insistent that we were smoking in the room. I explained to him that I would never jeopardize my financial situation by doing an easily provable act in the room which was a clear violation of policy as I do not have money to throw away on fees. I insisted that the fee be reversed as WE DID NOT SMOKE in the room, but he refused and did so in a very rude manner I must say. I unfortunately must seek remediation of this issue through legal manners.
Stayed 1 night in Jul 2023