Tru by Hilton Syracuse North Airport Area

"I stayed at this hotel and it was a horrible experience. I am a travel nurse and stayed here a couple days. I had to check out early because I actually saw a bed bug on the bed as I was laying down. I just happen to look over and there is it was bright as day. I uploaded a picture and video for reference. I noticed afterwards that other ppl had left reviews saying they also saw bed bugs at this facility — I wish I had read the reviews beforehand. But what was even more terrifying was how the situation was handled by staff and management. After seeing the bug I called and spoke to someone at the front desk who said “I believe it, we’re going to change your room to the room right next door”. I go down to speak with them just for that same staff member to say “oh you booked with points there’s nothing we can do for you” . I then said “you can return my points so that I may stay somewhere else and I asked to speak with the general manager Kitchie Pilon who was extremely rude!" Kitchie literally insinuated that i brought the bed bug there and that its my fault because i skipped housekeeping cleaning the room. I work overnight from 7p-7a which i explained to her i hadnt been sleeping in the room at nights and slept during the days and didnt want to be interrupted by housekeeping especially when the room didn't visibly seem dirty. i never ate in the room and i kept it clean. Beg bugs have nothing to do with cleanliness. She then came to the room and searched the bed and almost acted like she didnt see it crawling to the edge of the bed. i had to stop her from rolling it up into the sheets. she never mentioned having to get pest control and she touched everything with bare hands as if she didnt see the big deal in this. she also said the hotel never had this problem but that was clearly a lie because im now seeing previous reviews from 2 months ago that there were multiple bed bugs found in the lobby . I immediately asked to be checked out . Just eww . If another hotel is an option go with that hotel"

"Enjoyed the lobby. Breakfast was great staff was phenomenal. They were super helpful with our kids and helped make our stay feel like home. There is something about this place that added a layer of comfort that I haven't felt at other hotels. It was like they were taking care of guests in their own homes. The rooms are a bit small and the comforter is too small for two people and the only downsides of this hotel. They had a great workout center and spot for older kids to play. The lobby is super cozy and inviting to help you mingle with other people traveling almost a bead and breakfast feel."

"My first time at a Tru hotel. Very impressed with this location. Very clean. The front desk staff is top notch. They acknowledged us as soon as we walked through the door. We travel a lot and this doesn't happen many places. The lobby is large and very welcoming. The room was a very good size, as was the bathroom. We liked that there were hooks to hang jackets and towels. Also there was plenty of desk top area to put your suitcase and other things. Some of the tables were movable which I thought was very convenient. Easy on easy off I-81. Would definitely stay here again."

"This was my first time at a tru Hilton. I was very pleasantly surprised. Staff was amazing and very pleasant and welcoming. The room had everything you needed, and plenty of room to move around. The restroom was huge clean and everything again that you needed and nothing more. My adult daughter's thoroughly enjoyed the complimentary breakfast, I love the fact of 24/7 coffee. Everywhere we went in the customer areas it was clean convenient and very modern. I love the fact there's no carpet in the rooms, the beds were comfortable, got a great night's sleep. I've seen other reviews people were not happy I don't get it I don't know what they expected but I was so surprised and overwhelmed because I had never seen what they had to offer I will definitely stay in this particular location again when I am in that area it was well worth it."