Tru by Hilton Edmonton Windermere — Hotel in Windermere

Upon checking in.. The desk agent was very helpful! What I thought of things to come. He advised me of a double booking error online and even assisted me in correcting the problem. Upon arriving to my room, I noticed that the laminate flooring was "popping up" in various places and that there was no desk lamp at bedside. I advised the desk about the flooring concern, but I never really did get an answer.

On the morning of the third day I was there, the shower door handle was very loose and since I was going to have this looked into, I asked the desk agent to have my room serviced as well. Upon returning later that evening, I came into my room and NOTHING was done. Shower door handle was still loose and my room was not service. I brought this up to the desk and an hour later I was finally able to go back to my room.

On Friday and Saturday night, there was a group of (hockey) kids and parents staying onsite, which I had no problems with. The problem was that, the kids were not being supervised by ANYONE and I had kids playing hockey in the hallway outside my door!!!! I called to the desk and complained and they eventually stopped, but only to start again minutes later!! And the garbage they left in the hallways were discussing. Yes they were bagged, but door after door after door, you had to walk around these bags of garbage left outside their doors! As I mentioned, I did call the desk about the problem, but never did get a follow up call from the staff or management. NOTHING!!

Upon arrival I noticed the large amount of gravel in the parking lot and not matter how much you wiped your feet at the front area, you still manage do drag the gravel up to your room, so now you room has bits of gravel all over the floor!!

Front desk knowledge seems to be lacking. I had not researched the property well enough and did not know there was on onsite laundry for guest to use.. I asked the desk staff as to where the closest one was. Only answer I got was, "I don't know.. I'm new here." and that was it!! Did not even look on her computer to see where the closest one was!!

And another thing I noticed during my two week stay was that their "business center" was not working the entire time I was there!

"Some" of the staff were friendly, but the overall experience was disappointing. I thought this was a recently opened property, but found out it has been open since 2019!!

It as NOT what I expected form a "Hilton" property.. And the fact that none of the management followed up to concerns was very disappointing. Kids playing hockey outside my room for two nights.. The maintenance issues. "Some" of the desk staff not being helpful or knowledgeable..

I am planning another trip tp the Edmonton area and am hoping to give this property another chance..

Ruben...

We have stayed at this hotel on two separate trips. On the first trip the colourful, unique style of the hotel lured us in. Entering the hotel I was pleased to see it as colourful & fun as I imagined and the desk staff were very friendly! However the game area, front desk, work area and breakfast area are all as you enter the hotel in one big open area. This made it an often loud/busy place so I suggest working in your room/a coffee shop. While my partner didn’t like not having tea/coffee in the room, I kind of enjoyed having it already made in the lobby & being able to walk downstairs any time to grab a pre made cup. The first visit we had a king size bed & the room was incredibly tiny. To open our suitcases we had to move it to the bed to be able to open fully. There wasn’t much room to store our stuff amongst the two of us. The second time we visited we made sure to get a two queen room & that was much bigger! On the first visit the room looked brand new - as I expected since this hotel is brand new. But on the second visit the room has quite dirty & had dirt all over the walls as seen in the attached photos. The first visit our fridge wasn’t plugged in & we didn’t realize until we went to get the food we refrigerated & it was all warm! That was a big disappointment because we now had to throw out & waste expensive food & treats we were looking forward to. We wish we were able to rely on everything being plugged in & working when visiting the hotel, but be sure to check yours if you visit to avoid issues. I really love the idea of the squeeze bottles for the shampoo, conditioner & body wash & how environmentally friendly it is but on our first visit it wasn’t until I was mid shower when I realized we were out of shampoo and conditioner! The next trip I was mid shower when I saw we were out of conditioner and body wash. It would be nice if they made sure the bottles were topped off for each new guest. The pool opens two hours later than the gym, it would be nice if they opened at the same time so my partner could swim as I worked out. I also enjoy swimming after my work out but I finished 30 minutes before the pool opened and had to wait in my room before being able to swim. The food selection in the morning is really good and unique, but you have to be early to snag certain items. It would be cool to have fresh berries! The location is great, right by Anthony Henday Dr. NW (Highway 216) so you can get to the west ed mall super quickly! Loved that. On the first visit I saw this place as a new frequent spot for us to come to on our Edmonton trips, but after the second trip & seeing how dirty the room was I don’t think there will be...

Update: Day 16 finally received refund. After spend hours talking to Hilton Central booking, and the Manager. Turns out they never did refund me (go figure) they actually charged me by mistake! And just as expected I'm banded? There screw up all round, but because I was "so difficult" to deal with I'm no longer welcome. I was difficult because of something they swore up and down they had done.....that turned out never happened.... but I'm banded... Update: Day 9..... still no refund

Update response: This guy doesn't seem to grasp the concept.... This doesn't seem like it was the first or won't be last problem here. Looking back on other negative reviews its just a blame game from him. Its not up to me (the customer) to have to book directly with YOUR hotel, because of poor communication from central booking or non held up promises on their end. Its not me versus them, its between you and central booking to figure out going forward how to deal with the problems that arise as a company! I am on day 6 (business days) and have yet to see anything refunded, I don't care about who said what and "I don't know why they told you that?" just get this refund going. I was also never involved in any of the conversations with staff about refunds when I arrived.... In fact I was charged the next day for the night I never stayed

(I'll probably be banded from the chain now, which is another thing he does apparently when confronted) SECOND GOOGLE REVIEW EVER, ONLY BECASUE ITS SUCH A BAD EXPERIENCE

I am currently on hold with central booking for the exact same problem as the last review with promised availability of cots available at this location and showing up and being told they don't exist...When we arrived we were made aware so we cancelled as this was not what we booked, and now I see a cancelation charge of 1 night for cancelling on something promised but was not delivered. I called the actual location and spoke to the Manager (Kits) who was less then helpful telling me it basically wasn't his problem and it's up to me to figure it out. Super helpful guy....

Update: Spent 30 mins on the phone, to be told they talked to the location and Kits (manager) specifically and that a refund was issued on March 2nd and would take 3-5 business days to complete, this guy is a shady shady man. Situation goes from him telling me its my problem to all of a sudden its fixed and it was dealt with days ago???? Guess I'll see if they come...