TRU BY Hilton Edmonton Windermere

Shyne at the front desk made us feel welcome and was friendly and helpful at check-in and throughout our stay. The room was comfortable, and breakfast was a nice extra. The hotel itself is clean, modern and well kept, with plenty of shops and restaurants nearby. We had a great stay and would definitely return.

Shyne Anne, the evening clerk at the front desk, was amazing. She was so friendly and went out of her way to help us host our daughter, son-in-law and four grandkids comfortably in the lobby for a Friday night pizza party. We also enjoyed the pool table. The kids had been looking forward to swimming, so it was disappointing that the owner closed the simple rectangular pool for cleaning on a Friday evening. I think that was a poor time to take it out of use. We were visiting from Ontario to see our grandchildren, which we try to do about three times a year, and have stayed at several hotels. This was our first time at Tru. I liked the funky design in the lobby and room, but found the rooms worn and dated. It felt like the owner only updates or spends money when absolutely necessary.

We found bed bugs in our room and have clear photos of the bugs and the bites we got. When we reported it, the front desk offered only to move us to another room. They refused our request for dry cleaning or heat treatment for our clothes and luggage, even though those things might now be infested. We were told, “The manager isn’t in today, so there’s nothing we can do.” We then called Hilton Corporate. A supervisor named Malik was incredibly rude and essentially said that because he doesn’t stay in hotels, he “doesn’t care.” There was no apology, immediate help or accountability for what we see as a major health code violation. Bed bugs can hitch a ride in suitcase seams and clothing folds. Taking even one female bug or a few eggs home could mean thousands of dollars in extermination, possibly throwing out a mattress, couch and clothes, and months of distress, insomnia and bites while sleeping at home. By refusing to help decontaminate our belongings, the hotel seemed fine with us bringing an infestation home and treated a serious health risk like a minor inconvenience. Avoid this hotel. There’s no “Hilton Standard” here, just a dirty room and management that left us stranded once they had our money.

We’ve enjoyed spending Christmas here so far. Kits and the other staff are friendly and helpful, and breakfast has lots of options each day. The pool and gym are easy to get to, and the lobby seating feels comfortable and welcoming. We’ve played games from the game cupboard and spent evenings lounging downstairs. It’s a good base for getting out to see what Edmonton has to offer. Feels like a home away from home.