Tru By Hilton Chicopee Springfield

Location

Going through remodel

Cosy and good

Nothing

The staff is friendly, good breakfast selection, rooms are clean and uptodate, house keeping available every other day.

This location was under reconstruction while we stayed. Unfortunately we came just as renovations started and it only got worse as time passed. Lobby, elevator, pool and gym area was cluttered with workers and tools throughout the day. We chose here specially for location and amenities but left disappointed with lack there of.

Ana was amazing.

I booked this hotel for my disabled mother's birthday weekend because she absolutely loves to swim, and the beautiful pool was the main reason I chose this property after spending nearly two hours comparing hotels. Unfortunately, when we arrived and I asked what time the pool closed, I was informed that both the pool and fitness center were closed due to renovations. This information was never disclosed during the booking process. Since the pool was the highlight of our planned weekend together, we immediately decided to cancel our stay. Thankfully, Ana at the front desk was incredibly kind and understanding. She sincerely apologized and processed a full refund without any issues, and I truly appreciate her excellent customer service. However, having to scramble to find another hotel at 7:00 p.m. on a Thursday evening was stressful and disappointing, especially for a special birthday celebration. I would strongly encourage the hotel to clearly notify guests of major amenity closures before they book so they can make an informed decision.