Love the Tru by Hilton model! The rooms have everything you need and nothing frivolous. This hotel was clean, comfortable, and provided all the essentials. Did not know it was attached to a Homewood Suites, so that was a fun twist! Would certainly stay here again.
This place is simple, clean and offers the right amenities including a refrigerator and a microwave in the room. The room cleaning service is by request only, but we really didn’t need it bc we only stayed one day. They also accept pets but it is a $75 non refundable charge. I would stay here again but bc of the pet charge, I may look at other hotels that charge a lower fee or none at all.
It pains me to give such a low rating… staff are friendly, but on the tru side of the building there is a clear difference in how the rooms are prepped / maintained. Sadly unless they honor government rate to the Homewood side, I can not in good faith continue coming to this location. Staff are very nice. Food, for what it is, delicious. Rooms… overall cleanish… in the last 5 times I’ve come, the bed linens were not clean. It was clear that they were not swapped in between stays which in my opinion is disgusting. But I have had make up stained pillow sheets, dirty blankets, hairs & make up marks on the bed linens, hairs in showers & sinks, BLOOD on the counter, rooms have wreaked of weed… the Homewood side is very clean, comfortable to stay in, when coming back to the area, if nothing is available at the Homewood, I will no longer stay at this hotel. It’s unfortunate that for being the same building with the same staff, such carelessness is given to one side of it.
Minimalist approach to hotelling. Take away all the stuff people usually don’t use and keep the essentials. Good concept but room rate too high for such basic offering. But less furniture and decor means easier cleaning and therefore cleaner rooms. WiFi good, breakfast ok. Don’t know about staff as I managed the whole booking and checkin/out process through the app without any human interaction. Sound insulation is poor so bring earplugs or be louder than your neighbors…
Rooms are awful. Very tiny. No decor. No closets or drawers. It was like a storage room with two beds and a tv. I was told we could put our clothes on a hook near the front door. Several outfits, pajamas, underwear etc for two people on one hook by the door?!I asked if these rooms were “cheaper” and if that’s why they were so poor. The desk said yes, on that side there are only “standard rooms”. I wasn’t given an option to choose which side I wanted when I booked. Disgusting.
They dont have a hot tub to start with. Our fridge and microwave didnt work either. Our room didnt have a chair .. So I guess you have to sit on the bed to watch TV. Would have call the front office but was only there one night.... Otherwise I would have. Oh ya and the room smelled kinda funky.
Cheap hotel is under statement. No closet, no carpeting and very limited furniture gives the room the feel of a prison cell. Questionable status of the bathroom, unclear if shower and toilet are clean or just heavily worn. Front desk staff unhelpful despite honor status about changing to different hotel. Would not recommend and would not consider booking here again.Update: called Hilton guest services to find a solution with no success.
I went to the Tru by Hilton in the Albany Crossgates Mall for a weekend getaway. This is the closest hotel to the mall with easy access. Me and my group had a blast and really enjoyed ourselves. I knew it was going to snow during our stay so being close to the mall was a great idea. We spent a lot of time at Dave and Busters and it was a lot of fun. To get to Dave and Busters (which is literally across the parking lot), only took us about a 3 minute walk. Its also a less than 1 minute drive away. We were able to do a lot of things without even having to drive anywhere. We had a great room and enjoyed the whole time. Clean service and easy going employees. Our breakfast was great and you can take a look at the picture of what I chose to grab in the AM. There is a pool which looked nice but was unable to try out due to time restrictions. In addition there is a pool table open 24 seven in the lobby which was a nice way to finish off the night or shall I say morning because we didnt wrap things up until like 4 AM. My only recommendation would be that they maybe upgrade their television service and or programming. It seemed a little outdated. Thanks for checking out my review and I hope your stay was as great as mine. :)
Great location, right next to the Crossgate mall as you could walk from the hotel to the Mall if weather permits. The room was not in great shape, unknown stains on the wall and the TV had some serious sound issues cutting in and out on every channel. Shower is only hot if you crank it to max, any mix with cold water left it below body temp.
The rooms were immaculate and the location was fantastic. The staff was not terribly knowledgeable and struggled with some basic training elements. However, they were friendly to an extent.
Design forward approach did not conquer the motel 6 vibe. No chair w/o wheels in the room, must hang clothes above coffee/mwave, no port for charger near bed, no surface large enough for an open suitcase, no signage when entering from mall.Nice big shower though!6-30-22
Love the hotel, the rooms and the location. Felt safe as I was traveling alone and stayed for a week. Close to the mall and restaurants.
Im giving them 2 stars because we were lied to about the pet deposit, my husband and I are Truckers and our truck had broke down, resulting in us having to stay a few nights at the hotel, we have a pet with us and were told its an $80 refundable pet fee so we paid the $81 bc I couldnt leave my fur baby out in the cold, it was every last penny we had also. I constantly watched my pet to make sure he didnt do any damage and when we left I deep cleaned the room myself so that we could get our deposit back, No they didnt do it, they said that it was a non-refundable deposit so now were struggling to take care of our needs because we were lied to, I hope this doesnt happen to any one else. Im very frustrated and disappointed that they felt it was OK to lie to us . Never again will I be fooled by this or any other hotel!
Not the worst hotel, but Ive definitely stayed at better for much cheaper. This hotel was outrageously expensive for a single night and I wish I had chosen somewhere else. Most of the workers were polite and respectful, but one of them was very rude.
Just reposting the comments I shared with Hilton regarding the poor experience at this location. This hotel failed to deliver on its promises:1) My reservation specifically offered a late check-out, which is why I selected this specific hotel. I learned when I checked in that this was not possible, even though Im a Diamond status. Front desk confirmed this the next morning.2) Shower was dirty, had hair from previous guests all over.3) No soap was available in the room. During a pandemic this is a tad concerning.4) AC/Heater made a loud noise whenever it started. I would expect something better in a cold place like Albany NY.5) Breakfast was ending ridiculously early (9am)6) Internet did not work the night I arrived (wouldnt let me log in). Make sure to ask for a code instead.Nice and modern building though. Poorly managed, but nice building.
Was a decent hotel besides the thin walls. Can hear everything especially based on where room is. If have a room by staircase will hear loud footsteps up and down hall along with door slamming. If underneath someone will hear footsteps above head. That can make a stay not enjoyable. I pay for comfortability. Either than that rooms are decent, things looked cleaned and the breakfast line up is not too bad.
The hotel was very clean and friendly. I didnt like the lack of rugs on the floor, even a little area rug in between the beds would have been nice. No fans in the bathroom......the mirrors were anti-fog but the bathroom got steamy. The beds and pillows were very comfortable. A very no frills type of hotel. It was great for a single night stay.
Breakfast wasnt that good. Kids enjoyed the pool but it was closed the next day for repairs. The staff were missing at one point and the gentlemen who check me in was very unhelpful.
We just used this hotel as a room block for our wedding nearby and it was perfect! We had to delay the wedding from 2020 to 2021 and the sales department was so accommodating. Especially as the wedding got closer and I kept asking for details on who had booked rooms - they were always quick to respond. The room was perfect, the breakfast in the morning was great, and theres even a pool table in the lobby that we relaxed at after the wedding was over. Highly recommended.
Good spacious rooms. Modern design. Bunch of USB ports to charge devices. Breakfast was will arranged despite COVID. Good that every guest had to use gloves to serve themselves over breakfast
This hotel is great for a quick stay.We were very impressed with the amenities in the room,also the cleanliness. The bathroom was stocked with shampoo conditioner, body wash lotion ,and many fresh towels. You can tell that they are aware of the environment judging from the products. The only downfall for me would be the mattress on the bed was not too comfortable in my opinion. I would also like to mention that the location of this Hotel is conveniently surrounded by restaurants, and retail stores in the shopping mall across the street. The staff here are very personable,and polite.
Very friendly staff. Room was simple but clean and served its purpose. Very easy to find and walking distance to the mall and a C Store.Breakfast was outstanding with ample gluten free options.They do a good job here
Overall the hotel was very clean and the employees were very welcoming and friendly. My only complaint was there were not enough carts for when we were checking in and checking out. As a Hilton Honors Member I feel that a Hilton hotel should have more than just a few carts for a hotel this size.
Clean, nice rooms comfortable beds and linens. Good breakfast. Like the Hilton App and digital key/remote check out. Loved that my room was available earlier.
For a BRAND NEW hotel, it is falling apart. Rooms arent laid out well. Room doors are installed improperly preventing them from closing on their own. Shower doors are installed improperly making the whole bathroom flood. The craftsmanship is absolutely bottom of the barrel in every way. The lobby has a HORRIFYING smelling air freshener obviously covering some kind of smell. Its literally overwhelming and takes your breath away.
Honestly the best hotel experience I’ve ever had. My husband and I just got married on Monday and decided to go back to the area for our favorite diner nearby. Location was amazing, everything was close, the mall was at a walking distance too. First time I’ve ever stayed at a Tru by Hilton and won’t be the last! Everything was so clean I felt very safe. We walked into the room and they disinfected everything with Lysol the bed sheets were so clean and crispy as well as the towels. The front desk ladies were so tentative and welcoming. We even got a free wine for being newlyweds. The breakfast was really good and better than I expected. I felt very safe and I enjoyed my stay here. Keep up the amazing job of hospitality!
Love love love this hotel! The staff is the friendly, helpful and caring. The hotel is simple yet beautiful in a fantastic location right next to the mall and many other restaurants, stores and attractions. The gym here was the highlight of my experience, one of best hotel gyms I’ve experienced! Don’t forget to reserve a time block the night before to confirm your spot!
Excellent hotel. Great service. This the best hotel I have experienced in the last two years. They have gone out of their way to protect their clients in the wake of Covid.Great facility. I would highly recommend this hotel for both business and leisure travel.
The breakfast staff here are amazing!!!! and they both make everyone feel welcomed and cared about. Shantasia and Jessica treat you like family and always happy with smiles on their faces.They go beyond to make sure they help you with serving you your breakfast and if you are late for breakfast they always make sure to find you something to eat. I’ve never seen them without smiles on their faces. This hotel is really lucky to have them as staff. As a business Owner we love to find staff like these two ladies because they are who makes your business succeed. We are here for 10 days on a business trip as my husband is the medical Dr for the vaccination clinic here at the mall. The mall is right next to our hotel and it makes it super convenient to just drive or walk over to mall to have lunch with him. The rooms are super clean and staff all super friendly besides one front desk girl who’s worked two mornings in a row and she’s very rude and not friendly at all. She just doesn’t smile and when you ask for something or walk by she’s just not friendly and snooty acting. The janitors and house cleaners are always super friendly and smiling. I guess if you only have one unfriendly staff you aren’t doing too bad.The evening front desk ladies are super amazing and friendly! Always smiling, saying hi and complementing people as they walk by. They really make you feel at home. Kindness goes a long ways when you own a business. It’s quite and very nice to work from our hotel room. They have a nice heated pool and really nice gym. If I could give these breakfast ladies and the hotel a 10 star ⭐️ I would. We will definitely stay here again if we return to NY. We also love the concept of the two hotels being combined together. First time we have seen this and it’s really cool!
Friendly, courteous and helpful staff. Miracle, at the front desk, was outstanding. She went above and beyond to make our 3 day stay enjoyable. Also, a big shout out to the 2 gals who serve breakfast.Unfortunately, I dont remember their names. Great customer service with a smile every morning.Gave it a 4/5 because I think the room could have been a bit cleaner
Overall I had a decent stay. My friend and I stayed for one night for a girls weekend in Albany. Everything seemed perfectly fine until the morning when I went to take a shower. I grabbed a towel to dry off and when I dried my face I noticed a funky smell. I went to look at the rack of linens I pulled it from and there was a towel underneath with pee soaked and dried and neatly folded. I cant tell you how bad I wanted to puke. I had to take yet another shower I felt so uncomfortable and completely disgusted. I was expecting an extremely clean room with ALL fresh linens due to COVID. Made me think that the housekeeper saw an untouched pile and left it from previous guests..
Drove all around and called everywhere for about six hours yesterday Just trying to find a room available at about 15 to 20 different hotels all over the capital region. No good luck anywhere, everything was sold out.. just as me and the wife were about to give up and sleep in the car, I ended up calling Homewood suits by Hilton , the Woman behind the front desk was very polite informing me that they had one room left and it was basically going to come down to first come, first serve.. so I raced there to hopefully get it before anyone else did. As I entered the building I was amazed at how welcoming the woman was and how clean and modern the place was.. she got me and my wife right in just as I expected.. aaahh what a relief it was to finally not have to keep driving around searching for even just a room. And boy what a room it was. It was modern, yet cozy and Everything I could’ve ever asked for all in one. Very pleased. If I could’ve given 6 out of 5 stars I would!
From the moment we arrived, the staff was very accommodating and friendly. The staff at the front desk who happened to be a woman working the late shift was extremely friendly and answered all out questions. She had a great sense of humor and I enjoyed interacting with her. She left an extremely great impression on me and I was beyond impressed with her overall customer service. I will warn you, the lotion that is provided in the bathroom is a must try and I recommend using it right after you shower prior to drying off. It is just exquisite. There is a pool however due to weather and covid it was not open but we just wanted to relax and get cozey in our room. The wine that is available for purchase is delicious and packs a punch. I could go on and on about this place. Definitely one of the best hotel experiences Ive had the pleasure of experiencing. Thank you Try by Hilton staff for an amazing stay.
I stayed here over the summer what a difference in service and care it has really went down hill now . It’s only been a few months .
Thinnest walls ever. Could hear everything. Someone had their tv on all night.The pool was very niceWe got a terrible nights sleep
We used the Tru by Hilton as our homebase for our wedding party and guests. All of our rooms were extremely clean and comfortable for the weekend that we stayed. We loved the breakfast each morning and the lounge area with pool table was a favorite of the groomsmen. Emily Cuda was a pleasure to work with and great at organizing the stays of our guests.
The stay was okay, but the bare minimum even for the price. The service was good, the bed was comfortable, and the complimentary breakfast was nice. However, we were barely given any pillows, and Im not sure the maids cleaned everything. Sometimes when wed return at the end of the day, there would still be hair in the shower and the sheets wouldnt look new. One day we had come back and the maid has set our room to 60 degrees, in the fall. Also, the bed was probably the only good thing about the room itself. There was no closet or corner chairs to put our luggage in. And the nightstands on either side of the bed were extremely tiny, with no lamps! There was only one lamp in one corner of the room, and that was it. It felt like they just didnt want to put enough stuff in the room because they wanted to save money, but it made the room feel very bare and there honestly just wasnt enough places to put our stuff. I may or may not try this hotel again - if I hadnt wanted to stay only a mile away from the place I was visiting, I would not have picked this hotel and would probably do further research in the future before staying at this hotel next time.
Customers beware of your room location. Any room on first floor by hotel front door and parking lot are really noisy if staff/customers(when people are talking loudly) take late night/very early morning cigarette breaks. This location is also bad for noise when people play pool until the early morning hours, the sound comes down the hall.
I forgot and left a dress behind the door in the bathroom. I called several time and it was difficult to get through the front desk. A ticket was open for me and I was informed the manager would get back to me in 3 business days as per company policy- also sent to me in email. They did not and when I called I was informed my case was close. This is unprofessional. Will never stay here again.
Tru by Hilton Albany Crossgates Mall, was an excellent experience for our womens lacrosse team for a one night stay. We utilized 14 rooms and all were very clean and excellently placed with no issues. The hospitality of all of the staff was excellent - friendly, polite and courteous. The breakfast experience, especially during this unique pandemic was above and beyond, even during normal times. Shantasia and Jessica made special plates of breakfast for our party of 28 and customized waffles as well. Never stressed, just polite professional staff that treated you like a guest, like back in the days one would expect when travelling to a good hotel. Do not hesitate from booking there.
Very clean and well maintained place, with lots of spaces to relax and enjoy.
We were given a room we didnt request for. They billed us twice. The pool can only be used once a day for 45 min. The breakfast was quite impressive, however. This is why I gave this place 2 stars instead of 1.
Thanking them for putting us up during Oct 2020 power outage. Room was fine. Temp control was digital and easy (always important in a hotel room). Breakfast was okay, not a massive spread and ends at 9:00. Stick to the cereal. But decent selection of snacks for sale at front desk.
Tru is the economy side of this Hilton hotel, but the price was still not in line with the value of the room offered. Honestly, I would not pay over $79-89 per might for a room in this chain again. But the other side of the building (Homewood Suites) was over priced, so also not a good choice for us. Im willing to pay $150 per night for a good sized room that is quiet and moderately (not cheaply) outfitted. Our room at Tru was small, sparse, loud, and cheaply outfitted for the price ($130+ after taxes). Not a good value. The continental breakfast was the only part of the stay that was a good value. No fault of the friendly staff- this all comes under a design concept fault.
I checked in and upon walking into the room realized that I had been given an incorrect room choice. I went down to speak with an employee at front desk who was very rude in her response when I told her. She subtlety accused me of lying about my booking, so I showed her my confirmation email. She then told me my room was switched without notification because the hotel had been fully booked. Then she not so subtlety suggested I’d just have to deal with it. Please note here that I had arrived earlier at 1 pm and was told everything was fine and I could go have brunch and return. I must say that the employee who was at the desk upon my checking out pressed me to explain what had occurred when she learned that my stay was anything but good. She was very courteous and apologetic about my experience and I thank her for her humanity. Kindness and courtesy will go a long way to appease most individuals, especially if you are the one who made an error. In addition a few more fruit choices (we only had 1) added to breakfast would have been awesome. On the plus side the hotel is clean, modern, rooms are pretty nice and I found the beds comfortable. The beauty of the hotel was marred by the ugliness of the employee at check in.
This hotel was convenient to the highway, clean, and the staff was very friendly. It was in walking distance to the mall where there are plenty of things to do for people of all ages and for all interests. I would definitely stay at this hotel again.
The hotel itself is nice but thats a good job for the architect. The staff on the other hand is a different story. I booked my room through expedia so I had already been charged before i ever walked into the hotel. Instead of just checking me in the guy at the desk. Ran my card for 2 MORE $172 charges...this is ontop of the 150 they charge to your card incase of an incident. I was told that I would have the money back withing 48 hours. It has been 8 DAYS and I still do not have my $344 back. I have left two separate voice-mails for the general manager of the hotel and have not received a phone call back. This is a massive inconvenience to me and THIS IS THE SECOND TIME THIS HAS HAPPENED TO ME AT THIS HOTEL AND IVE ONLY STAYED THERE 4 TIMES!!! if you dont want deal with any hassles you should go to another hotel....also Ive been on hold with their customer service department for 74 minutes without getting to a human at the moment.
We had broken down on the road! This place had alot of things to do for 2 teenagers while we got the breaks fixed
Our stay was Excellent with Tru by Hilton. Customer Service was Excellent. Front desk staff Mikel, Iona and Bridget were great. Housekeeping staff was Exceptional, took care of the needs to point and greeted us all day long when came across. Tru also provides decent breakfast and social hour, which is a great add on to the price you pay. Not to forget all day hot coffee and tea in the lobby. Rooms are built with minimalist approach, new concept from a design hotels perspective. Beds are very Comfortable. Double thumbs up for the Squeeze it model of shampoo and shower gel. Location of the hotel is within walking distance to mall and you get discounts at mall with a active room key. Would definitely recommend and will come back for sure.
My experience at this hotel has been the best by far and I go to quite a few hotels while traveling for work. AJ and Jana were so incredibly helpful and sweet! They really accommodating and made me feel at ease and talked to me right after i got into a car accident! I highly recommend coming here just for those two!
I loved staying here! I felt very safe staying here with COVID and everything. The employees at the front desk wore masks, the doors to the room had Lysol break seals, and inside there were stickers letting you know the precautions that were taken in the room while cleaning. Also there was a continental breakfast, which as an advid traveler being grounded for a while now, this was a nice normalcy or as much as it could be. Everything was wrapped and for hot food there was someone there serving it. Also, I would like to point out the location of this hotel. It was within walking distance to the mall where we ate at Molly McFly’s which was great! I would totally recommend this hotel and location.
We were in town for a wedding, with family members in attendance. 2 out of 3 rooms were on the same floor, which was the only bad thing about the stay. We had wanted to be on the same floor so that the kids would be close by each other.
Walls are paper thin. Very noisy all night long. Breakfast was less than inspiring (it was horrible). Food over cooked and not a lot of choices. People in breakfast room video conferencing on computer was all you could hear. Room is very very very modern. No storage available what so ever. Light switches in wrong places and no soft lighting available. TV guide did not work due to hotel not having license, so good look figuring out what is on to watch. Hotel supplied soaps blah. Pool was heavily over chlorinated so much eyes burned and smell was awful. Pool was way too cold. I will never stay here again and wish I wouldnt have stayed here the first time...
Anniversary stayStay here with my husband for our anniversary walked in the suite and was immediately impressed by the way the housekeeper named Rayvon went all out for us. We are extremely happy with the experience.The ambiance was very clean and comfortable. We had an great stay and plan on coming back!
The hotel was clean, comfy and had very friendly staff. The breakfast selection was decent as well. For the great price per night, I would say this is a great place to stay and its so convenient! Near the mall and lots of places to eat. Would definitely stay again.
Check in was so fast and the staff so patient with me calling earlier to chk on a time I could chk in
Nice clean hotel. Would have gotten 5 stars if they had coffee in lobby before 7 am On weekends. Theyve been in business long enough to know alot of travelers leave early. Great hotel otherwise.
Customer service was awesome. Plenty of parking. It is connected to Homewood Suites so dont get confused when you see it. Room was very clean. They have a pool, basketball hoop and a pool table. Its right across from a shopping plaza and movie theater. They have an outside patio. Really nice hotel. Fridge is small and didnt have a microwave. Storage is under the bed, no closet. Will stay again when in the area.
Staff was friendly and the rooms are nice- fairly basic but nice. Breakfast was pretty good and well-stocked.They have wall mounted squeeze bottles of body wash, shampoo, handsoap, etc instead of bar soap and the little bottles. Unfortunately the body wash bottle was empty and I didnt know this until I was already in the shower. I went to the front desk to get some bar soap or something for my wife to use, but they had nothing. We both had to use shampoo as body wash.
Attached to a Hilton, so shares a very nice lobby, staff, etc. Rooms are bare bones, but very adequate and clean for a quick stay. Met needs very well.
This was the most beautiful hotel I have stayed in outside of Disney. The complimentary breakfast was delicious and the staff was very friendly. The beds were incredibly comfortable. The only strange thing I would say is that there were no doors on the closet in the room.
This place is amazing! The colors are nice, the service is polite, the rooms are clean. Two things I wish would be different are I wish the showers had a way to block the water from going all over the floor and I wish there was more garbage cans around the faculty. Other than that, I loved the place. Will plan on staying here again.
What a great staff ! Miracle, Jess, Shantae and Candy -- SIMPLY THE BEST !!!JUST LIKE THE TINA TURNER SONG. Seriously, so engaging and friendly and committed to excellence in customer service. I hope that their customer service leadership is a shining beacon to all Hilton travelers --- and the whole Hilton Team !!!
Above and beyond our expectations! Came in late evening and gentleman (Ron) took time from his meal break to bring us additional pillows and towels.Very clean. Extremely friendly staff.Decent breakfast. Manager went out of his way to even better our experience.Lots of open spaces in lobby area to hang out, eat, work, or play.
Great place to stay. Very clean, quiet, and super friendly staff. Convenient location to the mall and not far from UAlbany where I visited my daughter.
Nice hotel with many amenities, such as the delicious complimentary breakfast, pool table, swimming pool, fitness center and lots of shops and restaurants in the Crossgate Shopping Plaza in the rear of the hotel. I would only recommend firmer mattresses.
Very new & clean. Quite a minimalist design. For example, no closet, instead 2 places to hang your clothes. A storage drawer is available under the bed. The free breakfast was decent. Dispensers for shampoo, conditioner and body wash were mounted on the wall - a great alternative to the wasteful small containers usually provided.
The hotel is excellent. The location -- in a mall parking lot -- leaves much to be desired. Ill grant that its very convenient to shipping, highways, etc. but its esthetically blah.
Stayed here on for a week on business. I was just really curious what the Tru brand is all about. To start, I really like that the rooms have wood floors. Furniture is very much reminiscent of IKEA and the rooms are very modern and basic at the same time. The in-hotel gym is superb and on the first floor there is filtered water by the elevators. This is really a departure to your average Hilton-brand hotels and I think more geared toward young travelers.
Overall, good quality for the reasonable price. Nice, clean, comfortable room. Great, friendly staff. Good breakfast selection.
This place is awesome very close to shopping. Great staff friendly an helpful. Rooms were we clean so was the facility. Breakfast served in the a.m.
Great place. It is interesting how they combined two hotels into one. The room in the Tru side is very utilitarian and modern. No frills. Its because there is plenty to do nearby. If you are looking for a place to just sleep and shower, this is your place. Its nice also if you want to have a beer or something to eat they sell them in the lobby. The 4 stars os because there was no TV channel or hotel guide. Also because I watched a woman in a wheelchair struggle to get breakfast. There is not much room between the tables and the serving counter. Also the counter is not wheelchair accesible and things were to high for her to reach. The staff just walked by and never offered to help.
My daughter and 3 year old granddaughter traveled from NH to Albany. Her employer the owner of a large Inn and my daughter is his Front Desk Manager. As a reward for 4 years without a vacation and her hard work he booked her a room, paid with his c/c, had a confirmation number and yet the Albany front desk staff couldn’t find the reservation.Finally after finding it the sent my daughter and granddaughter to an already occupied room! She gave up in disgust and is now sleeping in a fleabag Motel 6 room!Anyone reading this that wants to stay elsewhere and make this property lose guests would certainly be appreciated by my wife and I.
Clean, spacious with a full hot breakfast buffet every morning. Slept like a rock on their comfy beds
TLDR, Tru is a thinly veiled attempt to use a fresh coat of paint to distract you from how little you’re getting. Pretty much every other similarly priced hotel brand gives you much more (literally more square footage) for your dollar.I decided to take a chance on a different hotel and stay at a Tru location. To be clear, there was nothing necessarily wrong with my room. I got everything that I paid for, which unfortunately wasn’t much. Tru is NOT an attempt by Hilton to deliver a more modern, upbeat hotel experience for a younger crowd. It’s an attempt to get you to pay the same per night as competing hotels, while delivering WAY less for your dollar. It’s the same thing as airlines cramming in an extra few rows and giving you less leg room. Tru actually advertises their smaller square footage rooms as a plus... as if people actually want to get less for their money. Want a room with no closet? Stay at Tru. Want a room that is completely grey and bland, with paper thin walls? Stay at Tru. Want a room with no carpets and a fake wood floor that’s always cold on your feet? Stay at Tru. Want a room with a TV that either doesn’t work, or takes 30 seconds to register a button press from the remote? Stay at Tru. Want a room with the traditional terrible hotel WiFi experience, even though it promised a better experience? Stay at Tru. The list goes on and on. If I wasn’t a Hilton Honors Gold member, my experience would have actually been worse and I would have gotten even less. Took a chance on a brand that I hoped would deliver a better experience. Turn out it was just an attempt to be cheap. I won’t stay at a Tru property again.
Its very nice, it just seems like a hospital room. Theres no coffee maker and zero art. The bathroom is nice and the breakfast. The bed is very comfortable. The tv is very big...but im here for work so ide trade for inroom coffee. Also bring plenty of wall fits for jacking in equipment there are zero.
I lost my cash in the hotel room, and only one hotel staff member came into my hotel room when checking the door record. However, the hotel manager claims to be silent and not responsible at all. My co-worker has been also lost money in the roon although it was a small amount than me. Its true. This is an unsafe hotel. If you use this place, please be careful.
Absolutely love this hotel! Very friendly staff, right across the street from crossgates, cute colors and modern look to it. Our room was very nice.. clean and had everything needed. Good pool and workout room was a plus too. I would reccomend to anyone and Id stay here 100 times again!
Stayed here for one night to visit someone at UAlbany and had a wonderful experience! The free breakfast was delicious (10/10 would recommend the waffles and nutella dip). The beds were honestly the comfiest beds Ive ever slept in. It was kind of strange that the hotel floors werent carpet (never stayed in a hotel that didnt have carpet flooring before) but it felt much cleaner because of that and also gave the whole place a very modern look. Would definitely stay again!
New renovated hotel with good services.
The best hotel in the Capital Region! It’s so clean and up to date with a great staff and fantastic amenities!
No stars. We reserved 20 rooms back on 12/7/19 for a wedding in April 2020. We’ve received phone calls from our guests that they could not make their own reservations and they would had to go through us. We finally drive to the hotel yesterday January 11th and were told that because we made reservations through the reservation department rather than sales, our guests cannot just call in and tell them what wedding it is. The person behind the desk said that the reservations gets a commission and that’s why they went through with it rather than explaining to us that we needed to go through sales. We were then told to call the hotel Monday to talk to the Director of Sales Megan Britt. I would have expected to receive a call from her instead of the need to reach out to correct an error on how heir part.We have decided to call in Monday and cancel our 20 rooms and move elsewhere because this is ridiculous.
Id like to thank the entire team for going way above and beyond outstanding customer service. My husband and I were traveling for business on his birthday. I asked the front desk if there was room service to surprise him in the morning. They said no, but asked me what his favorite breakfast was. The next morning they surprised both of us with belgian waffles with whipped cream and fruit. They sang happy birthday and gave him a card signed by the staff. They actually went to IHOP and purchased the breakfast for him. We stay in hotels 3-4 times per week during the fall and spring seasons. In all my travels this was far above my best experience. This hotel is brand new and the staff is outstanding. I am already a fan of the Hilton brand. This hotel really sealed the deal. I highly recommend. Thank you Amy, Caitlin, Miesha, Aida and Terrance for celebrating my husband with me.
The place is new and has nice new staff. The Tru side is very basic, no closets or dressers for your clothes. I will stay on the Homewood suites side for sure; Heated pool and workout room are nice. Breakfast is a good choice.
Great new hotel, clean, very comfortable and impressive, various areas to sit and relax. Great location close to mall, restaurants, and shopping.
Room was clean and modern but the walls are thin. You could hear kids yelling for hours above us. Also, the hot water heater wasnt working in the 6 am and had to take a cold shower!
Was not given the room i selected online and when i asked about it at front desk was told i was bumped to diff room because the room i requested was for hearing impared but the room they put me in also was. Because someone needed it i was never asked if i was or had anyone that was hearing impaired with me. Paid alot for small room . And not what i wanted i wanted room with tub got stand up shower
GREAT HOTEL AND CLEAN . THE STAFF IS AWESOME AND FRIENDLY !VERY HELPFULLY STAFF .
Absolutely avoid based on their integrity. Wife was stuck at the Albany Airport, looked for the Tru by the airport...this one came up. Her mistake for not looking close. Called to make a reservation for the Tru by the airport letting them know she was stuck at the airport and needed a room for the night close by. Takes her information and cc, and makes a reservation. She asks about a shuttle, oh thats too far, youll need to uber. She hags up and then goes to look, well it was not the TRU by the airport and was the one across town. So she called back to cancel and they want a full nights payment?SO the part about Hilton Doing the right think all the time... I would not apply it to this hotel, and would be concerned about what other not right things they do. Why would you take a reservation, when she said she needed to be near the airport. Why not do the right thing and let her know oh there is one on Airport property...Would not stay here.
Great hotel and a wonderful gym.
Very clean with a friendly, helpful staff.Great location. Overall a very nice facility.
My husband accidentally booked a king when trying to find something to do in these times with our kids.he meant to hit queen beds because we had our kids with us and the gm there would not even try to help the situation we ended up leaving the hotel the empty room payed for and driving to another hotel and paying more money for another room that could accommodate us 😑 in the end the kids had a good time its just crazy how customer service has left the building
Awesome place. I have stayed on both sides (Tru and Homesuites) and have been happy with both sets of accomodations.
No storage hanging space in room, difficult if you stay 4 days and have formal dinners.
Very friendly staff, clean spaces, the only complaint was the bed, I have a bad back so the bed might be comfortable for others.
Great hotel, new concept, the room was big and super clean, delicious breakfast (was included), super friendly staff. The hotel is close to the I87. A big mall is 5 minutes walk. A gas station is 1 minute distance. Definitely Ill repeat this hotel.
Nice for one night , small room, I didn’t like the smell in the room, near to the shopping mall
Great place. Extra clean. Friendly/helpful staff. My family and I enjoyed our stay there.
One small problem and maintenance was there in 3 minutes to fix it. Nice clean room. Staff was great
Staff if friendly and very helpful used the shuttle to the mall was great both drivers where helpful with places to eat in the mall. Pool is really nice and heated which was great to relax in. Pool table is great for anyone who likes to play pool.
It was clean and comfortable but the Tru rooms were very compact and we were not expecting that. However the staff were great and the premises were immaculate.
The staff is awesome very nice,hotel is gorgeous,but the breakfast is disgusting tried it 2 times both times very bad so stuck with pastrys and coffee,pillows are a little to mushy,price very good.
Clean, friendly, modern, decent ammenities and breakfast. Liked some of the more environmentally friendly details like soap amd shampoo dispensers, paper products instead of plastic. Negative - noise carries room to room a lot
Nice it has fallen off the last couple of times we have been there but still one of our fav places for a quick trip away
Definitely would stay here again and recommend it others.Stayed here for a weekend while attending a wedding in the area. Everyone was friendly and always asking if they could help make our stay a more pleasant one.
Staff is super friendly. I was a bit confused by the two different hotels and one lobby situation. The mall is walkable distance and has tons of restaurants and bars. The shuttle was helpful.
Very clean and staff was friendly and welcoming
Staff was exceptional. Would recommend a hot tub or jacuzzi. At my age was looking forward to soaking and it was missed.
Clean, modern room space, nice TVs, great seating area, foosball tables
Tru is the Ikea of hotels. Small rooms with cheap furniture. Good for a night or two, but too small for extended stays.
Very nice and the staff are very friendly and hospitable, particularly the amazing breakfast crew working through COVID-19 challenges
Good breakfast but the walls are very thin.
The employees/customer service were great, but the room seemed uninviting
Clean, new rooms. Friendly staff. Continental breakfast was well stocked and served until 10am.
Extremely well run hotel by its employees that go one step further to accommodate your stay.
I enjoyed this Hotel and found it to be very clean and accomodating. I will stay here again.
Modern looking, stuff is polite and friendly, room is clean 55 TV, indoor swimming pool and gym, breakfast time ends a little bit early at 9am.
They gave away our reserved 2 queen bed room even thought we booked through hhonours.....ended up with 1 king and a bunk for free....tv LAN network was not working but you can mirror Netflix from your smartphone...Ok hotel
Hilton honors club and got upgraded into a very clean and spacious room. Two beds a couch a desk and kitchenette with microwave and refrigerator.
Excellent service and awesome breakfast
This hotel is nice my room was very clean and bed was very comfy would have like to have giving it 5 stars but the next morning at 8:00 am I visited the front desk to reserve the room for another night and I was told I couldn’t they were sold out I’m a loyal customer I operate my own business over the road and I always book tru hotel and never had this happened before at a tru very disappointed☹️
Placed a 300 hold on my debit card for 5 days for incidentals. I spent 10 dollars. I mean how ridiculous. Some people cannot afford to do that. Totally unnecessary.
Breakfast was terrible and well before check out time, housekeeping just walked in while I was getting dressed. Waste of money, embarrassing, very disappointing.
Very clean, very friendly staff, very minimalist approach to room design.
Was extremely nice rooms, nice staff and was a great heated pool, if I need to stay in Albany again I would definitely come back again.
Rooms was clean and breakfast was awesome and Shantasia and Jessica very friendly and good food! And very clean
I have not stayed at this hotel because I work here, but Tru by Hilton is a very modern concept, which is more for a one night stay. Very nice rooms and very clean!
Great pool and gym. Convenient to the mall.
Not too bad of a hotel! They have a pool table and free dinner 3 days a week
Great, modern hotel. Basic rooms on the Tru side or extended stay rooms on the Homewood Suites side. Very clean and convient to mall and highway.
Exceptional customer service! Very clean and wonderful staff. Breakfast service is above what was expected.
Oddly combined with Homewood Suites, but good breakfast, friendly staff, and comfortable room. I like the spare style of the rooms.
Great hotel, great showers, great breakfast. Would recommend this hotel to others and might return soon
Excellent! Super friendly staff super clean. No bells and whistles, it was a great night stay!
Great modern hotel! The rooms are not that sound proof. I can here a lot of outside and noise from the upper apts.
No frills hotel. If you want a clean safe and simple place to rest your head not a bad fit ..this is the motel 6 of 2019
Beautiful hotel! Comfy bed super soft sheets. Definitely would stay again!!
The stay and staff were great 👍
Excellent place to stay when in the area. Clean hotel with a extremely friendly staff. Worth the stay.
Lovely staff & hotel. Giving 4 stars because when we stayed they were switching cable providers so there was no tv!
I walked in for an appointment and back out within the hour. The lobby was very clean and the reception area was great!
Great location, clean room, friendly staff and a nice breakfast.
My daughter visited from Florida and needed special accommodations for a dialysis patient and the manager (Bridgette) was happy to accommodate
Great hotel. Nice accomodations. Comfy bed. Big TV
Very disappointed that my Diamond Status had no perks. Loyalty doesnt pay.
Such a nice and welcoming crew. The place was so clean and comfortable. Thank you for a wonderful week.
I saw a second accident in front of the hotels today. Im expressing my concern to prevent more accidents. Please fix the traffic patterns around the hotels.
Very rude, called for reservation just dont ask any questions. thank you and Bless Your soul
I like the new rooms. There is a nice new 50 LCD TV as well a super plus!
No creamer packets for coffee. Lights in room to bright.
Very clean modern hotel with all amenities and a good price.
Homewood suite has an awesome staff, Rayvon was very helpful and polite, clean spacious room, great location.
Nice rooms. Good prices . Staff helpful. Pool. Close to capital.
What great sevice. The staff is A++ very nice rooms. Clean.
Clean Nice gym and warm breakfast
Went here for a different reason, but this venue looks very nice. I have had no dealings with staff or management
Good 😊
Great stay- breakfast was delicious- free use of washer/dryer
Clean and neat. Warm greeting and comfortable atmosphere.
I spend a night in this hotel in airport its good and had a big breakfast in the morning.
Nicely decorated no frills room. Excellent breakfast selection.
Good location, clean and fresh, staff friendly and helpful. Like the decor, too.
Amazing experience! Their customer service is beyond awesome
A geat place to stay in family
Very clean. Nice stay.
It was Great good breakfast and staff helpful
Clean. Friendly staff. Good breakfast.
Excellent location while traveling with family. Easy to get around and get back to the highway
Nice open area huge room..cleanliness lacking slightly
Very clean, staff was friendly and pleasant.
Clean lobby and hotel room. But The room was extremely humid.
Awesome place. Staff very friendly. Pool amazing.
Manager stephanie was racist she was the worst rude person I have ever met I will never stay here again
Nice clean....yet breakfast was less than expected....such a disappointment
Truly beautiful.. The front desk is true professionals and nice!
Nice, clean hotel.
Bright, clean, updated & really friendly staff.
Great b fast
Very nice hotel...newly built and clean
Awesome. Was fantastic.
Great new hotel . Hotel staff very knowledgeable
Room was immaculateService was impeccable
Very clean and accessible to the mall.
Was good
Clean and nice front desk people
Its very minimalistic, if you like that, you will love it
Clean quiet hotel.
Nice place and nice staff
People were friendly and the room had a lot of space
Total reviews rating 4.1
199 Reviews for Tru by Hilton Albany Crossgates Mall 2023:
Review №1
2021-12-31Beautiful lobby, room, wonderful concierge and food staff. Everyone made sure I was comfortable. The concierge were friendly and helpful. The food staff made sure everyone wore masks and used gloves prior to touching the food. My only complaint was my bed covers werent too clean and floor needed to be mopped. Its just an uncomfortable feeling during these times. I would have given it 5 stars.However, I would return to this hotel. It was also reasonably priced.
Review №2
2022-01-23Clean, modern and great employees. The free breakfast and 24/7 coffee, tea & hot chocolate was really nice. Digital check in and check out is wonderful! The pool area was clean, adequately stocked with towels and was very warm! The cable was also surprisingly really good as well. Lots of channels including Disney, HBO, etc. Truly a family hotel. I do wish that the rooms included a closet but overall I’m really happy with my stay.
Review №3
2022-02-25Very newer looking building however the minimal feel of no closet or dresser or other furniture was disappointing. Questionable how clean the bathroom really was as the soap dispenser were not refilled. Your area to hang anything hangs over the small kitchenette area so you can brew coffee under your permanent press.If you like firm mattresses this is the place for you. View was the roof and due to hardwood lamented floors everything echoes and you hear your neighbors very well.Hotel was not busy so not sure why we had to be put in a room with adjoining door when we were not traveling with anyone else.Deposit amount was pretty steep for what we were already boating for and they still holding it after checking out more than 24 hrs ago. We were hardly in the room to do anything more than sleep.Great location if you are doing shopping trip to Crossgates. Pool are ran out of towels and didn’t seem to have anyone checking non it during the prime swim time.And finally having staff in the elevator with you having their own conversation but using foul language in front of my family was not really appreciate or felt appropriate for the work place.Seem to be upset that we dated to get on the elevator with them .
Review №4
2022-01-05Well maintained and neat hotel however the rooms are super small. It felt smaller than studio apartments. However, Im just glad the hotel is comfortable, neat and clean. Breakfast was also good especially considering COVID times. If youre looking for a decent size room, youll be disappointed since theyre all crammed. Good for a night, wouldnt recommend any longer and the price isnt that cheaper anyway for the size of the room.
Review №5
2022-01-02If you’re looking for a quiet night this is not the place. You can hear every little thing in this hotel. You can hear the people above you, below you, your neighbors, you can even the person in the first room all the way down the hall. The person above me walked across the floor and I thought they were going to come through my floor (this person above me was a friend I even called them to make sure they were okay) The one light above my bed went out after being on for a few minutes, and make sure you bring hygiene (shampoo, conditioner, body wash) my shower had tubes off each but all were just about empty.The only nice part about this hotel is was the breakfast and staff
Review №6
2022-04-14I have stayed here a few times and normally it is great. This time was a horrible experience. We arrived an hour after check in and still had to wait almost 45minutes before our room was ready. Then when we got to the room, the floor and table was sticky. The key card did not work for the door to the courtyard. Then we went to go swimming. The pool water had a layer of what looked like oil and there was black and brown stuff floating in the water. I can only hope that was dirt. Either way we were not going to swim in that water.
Review №7
2022-01-26Mixed feelings about the room. Beds are comfy but storage is minimal. The room only has a blind no curtains so the streetlights shine in. The breakfast is wonderful and staff was very friendly. Came as a few days getaway with my son and pool ended up being out of service.
Review №8
2022-05-21Rooms are small but with everything you need for a stay. Coffee maker, microwave, and mini fridge. Pull out desk, large TV and hot showers. Pool is heated during the day but does get cold at night. Breakfast is simple but nice. Hang out area with pool table and outdoors basketball hoop is a nice touch.
Review №9
2021-12-13The rooms were very basic, attractive, good bedding and comfortable mattress, but small and utilitarian. They have this great concept of shower dispensers, but only one of the three actually had anything in it, and so I still had to use the little bottles. I have no complaints on service except that they still didnt fill those dispensers when housekeeping came, just providing more bottles. The only shower shelf is at foot height, which made using the little bottles more awkward.
Review №10
2022-05-31Clean, inviting, and comfortable. My husband and I enjoy staying here. Free laundry on the second floor, but its usually busy. Free breakfast. Rooms are spacious. Staff is amicable. Highly recommend this establishment for a restful nights sleep.