Tru by Hilton Ankeny

Manager missed customer service class. My stay occurred during the nationwide computer glitch which caused them to have no room key access. They had to walk us to our rooms to unlock them every time we left the room. We understood that this wasn’t their fault and took it in stride. Then they had no milk or syrup on the breakfast buffet. Upon checkout I suggested to them that they should have run to the grocery store for milk and syrup to keep their already upset guests appeased. The manager became verbally abusive towards me. Everyone else on staff was lovely and helpful. She should be fired. I would have stayed there again up until that point. She should not work in customer service. I will never stay there again.

Hotel is newer. Everything is in very good condition. Rooms are compact and decorated sparsely - IKEA/ Nice College Dorm…. But comfortable. Bedding was comfortable. Lobby bar and breakfast were good with plenty of place to sit and relax. There is a pool table next to the exercise room . The hotel is co-branded - Hilton Tru and Home2 Suites. Was a little confusing as the building does not have a sign on it and the ground sign did not clearly indicate where the lobby is. Staff were friendly. Breakfast buffet area is nice and the food choices were good though not great quality as is fairly standard for included breakfasts.

Very clean (new) great customer service.

We stayed at this brand new hotel for one night while on a road trip. The room was well thought out and extremely comfortable. I loved that the floors were hard surfaces - no icky hotel carpet! They had a small store for snacks and a beverage for your room. The hotel also had a well stocked breakfast and plenty of open space to relax. The surrounding area is also very nice with multiple restaurant and bar options. It was around five miles off I80 but worth the short diversion. I’d highly recommend this property!

First, the good: The hotel is pretty much brand new. We stayed September 14, 2024; several staff told us the hotel had been open only two months. Everything is still very clean. Our room was quiet, the bed was comfortable, the pillows were decent -- not the normal hotel-quality thin with no support. The hallways, entry, lobby, and eating area all were clean. There was plenty of parking right outside the door. The free breakfast was nice, with a lot of options, including both food and drink. The bathroom was nice, and we had plenty of towels! Of course, there were just two of us in a double queen room that normally would have four people in the room, so we had more towels than two might normally have. WiFi was nice and strong and consistent, and connecting as a Hilton Honors member was quick and easy. Now the not so good: This hotel is not ready for Prime Time. I have never seen thinner bacon at a hotel breakfast. It was tasty, but my goodness was it thin! There were no pure egg dishes -- no large, heated chafing dish with scrambled eggs that is common now at many -- most? -- hotel breakfasts. They did have pre-made egg and sausage sandwiches (wrapped in sealed plastic, so they were made off-site) in a warming dish. To say they were warm is accurate; to say they were warm food would not be accurate; they were really warm only when "warm" means, "not cold." And, therefore, the sandwich I had was not particularly tasty. But the primary reason for the two-star review is about more than extraordinarily thin bacon and a not-good breakfast sandwich. When we checked in, we were given one set of key cards for access to the room (one card for each of us); neither of those cards worked. We quickly got a replacement set; neither of *those* cards worked. We quickly got a third set; neither of **those** cards worked. The desk clerk was apologetic and said that they had been having problems with *all* their key cards, for *all* rooms. (From the tone of her voice, I assumed that meant locked rooms used by staff, as well as guest rooms.) We finally were given an "emergency backup" key card (her phrase) -- ONE emergency backup key card. (If you're counting, that was three trips to the front desk from outside our room, after checking in, to get keys that might or might not work.) That emergency card worked, FINALLY! But it worked only on the day we checked in! The next morning, when we got back to the room after breakfast, the emergency card **did not** work. Fortunately, by then I had created the electronic key on my phone, which *did* work. The clerk at checkout (different from the clerk on duty when we checked in) said that, yes, they had had nothing but problems with the company that did the keys for all room doors, and apologized for the inconvenience. After two months, Hilton should be demanding that heads are rolling at whatever company was used for the door key cards. That is simply unconscionable, and absolutely unacceptable -- from the key card com