Hilton Garden Inn Edmonton International Airport

The pool was supposed to be open according to the website, but when we arrived, the whole pool was closed. There had only been a notice about the hot tub being closed for cleaning. We would have stayed somewhere else if we’d known. When I raised it with Pooja at the front desk, she had a snotty attitude and basically blamed me for not checking the website. I’m a Diamond member with more than 50 nights at Hilton properties this year, and this was the worst customer service experience of my life. If this is how a loyal customer gets treated, how are everyday guests treated? There was black mold in the suite, and ice machines on every floor were broken. Given how dirty and disgusting the rest of the hotel was, I wouldn’t trust the ice anyway. I attached photos and emailed Hilton about it. This place is an embarrassment to the Hilton name and deserves to lose its franchise rights. Pathetic.

We came with lots of family for a three-night hockey tournament stay and booked three rooms. The pool was a disappointment: we were told it was down for “maintenance,” but later found out AHS had shut it down over serious concerns, with a large do not enter warning on the door. The ice machines were out of service on every floor, so we had to go all the way down to the locked laundry room on the main floor for ice. The elevator stopped working on day two, and although staff said it should be fixed right away, we saw no repair worker and it was still out of order when we left. My aunt recently had a knee replacement, and the stairs were painful and difficult for her. Front desk staff showed no empathy and offered no support or room change. We also had to ask for clean towels after check-in. There were three dirty white socks under one bed, a chocolate wrapper and old room keys under another, and garbage left in a dresser drawer that we had to clear out. About half the gym equipment was out of service, and there was a lot of white, mold-like material around the gym perimeter. The carpets in our rooms, halls, and stairs were visibly very dirty and seemed not to have been vacuumed for a long time. My aunt’s toilet had feces streaks when we checked in, as if it hadn’t been cleaned. When we reported these problems, reception basically said, “Oh well, we know, the manager isn’t available.” This was the worst hotel experience we can remember. We hope management makes it right with future accommodations or a refund or discount.

When we asked about the pool, the front desk said it was open until 11 PM, and they didn’t mention any problems. There were no signs saying the pool or hot tub were unsafe or closed. Two people already in the water warned us not to get in, but my daughter thought they were joking, so she went in anyway. Soon after, she kept pointing out a strong smell, like algae or a dirty fish tank. I didn’t notice it at first, but then I smelled it too and told them to get out immediately. The hot tub was cold and visibly dirty, with scum buildup, dust on the handrails, and jets that weren’t working. My daughter is feeling unwell now. I can’t say for certain it’s related, but it concerns me. We had to change rooms around 11 PM that night because the heating and air conditioning unit was extremely loud and wouldn’t switch off. The front desk staff were kind and helped us move, and they were very friendly throughout. Still, the hallways looked as if they hadn’t been vacuumed in quite some time. My stay at the Hilton Garden Inn Edmonton International Airport was very disappointing, and based on the cleanliness and condition of the facilities, I wouldn’t recommend it.

The hotel was in poor condition, and the front desk offered no help, concern, or solutions when we needed it. They were dismissive and unhelpful. The elevator was broken, leaving my 70-year-old grandmother to walk down TWO flights of stairs. That’s unacceptable and a serious accessibility and safety problem. We had booked specifically for the pool and hot tub, only to find out they’d been SHUT DOWN by health services. The room was filthy too, with dust buildup, stained furniture, and an overall neglected feel. Basic housekeeping didn’t seem to have been done. This was one of the worst hotel stays I’ve had. It’s poorly maintained and managed, and doesn’t meet basic standards. Save yourself the frustration and stay somewhere else.