Tru By Hilton Norfolk Airport

Very clean and great place to stay. Only had an issue with the front desk person on Sat. You advertise that you have coffee and tea available 24/7. My daughter wanted some tea while our family played pool and it took over an hour for her to bring some hot water out. I realize it’s kind of petty but we felt like we were being ignored as she made coffee and spoke with other people and it felt like we were just intentionally forgotten. She was on her phone when my daughter initially asked her and it felt like she interrupted whatever she was doing on her phone. Very rude and bad customer service. The same lady was at the desk when I checked out Sunday and she seemed fine. Other than that, I would highly recommend the hotel.

What we liked was the convenience to the outlets, restaurants, and such. The price of the room was cool as well. We were disappointed about the the lobby when we walked in. The island where the coffee and tea urns were was unbelievably disgusting. There were a bunch of kids running around and spilling things. There were NO PARENTS around either. The other problem was the ice buckets. The problem wasn’t the buckets themselves, but the lack of professionalism was crazy. No only was I told the buckets were on the 1st floor and third floor. Went to both, no buckets. I went back to the customer service desk and the woman on the night staff and her buddy playing poker on his phone were rude and nasty. She was talking on the hotel phone to her family about Christmas and Mr buckets was worried about losing his hand in poker that they couldn’t even get the ice buckets. I’m not sure if we will be staying here anymore. We’ve stayed in Tru hotels and this experience was the worse. No thank you.

My husband noticed the hotel as we were leaving the outlets, and mentioned wanting to check it out sometime, so our kids decided to help me surprise him for Father’s Day weekend. When we arrived, I checked us in and he was totally surprised that I’d been able to get a room as everything was sold out. Our room was lovely, the kids commandeered the bed bear the window and built a nap fort, and my daughter, who is 5 and nervous about taking showers, absolutely loved the bathroom once _we showed her how to work the hand held shower attachment. She also loved the pool table and breakfast buffet. Our son loved the lemon sugar bath scrub and the big window and easy open fridge- getting to your juice cup is of key importance when you’re 21 months old! Neither kid wanted to leave, and both asked if we could buy dad a hotel like that for Christmas, lol.

I visit my daughter and grandchildren at least twice a year, usually stay at the Quality Suites, never going back there ever, Hilton Tru for life, Tru room was clean and comfortable, staff very friendly air quality was excellent, no bad odors. My only concern was the slippery bath tub, very clean but slippery, I just purchased a tub mat from the $ tree and solve the problem, no plumbing problem or hot water issues.The Premium outlet down the street makes it staying here even better