Edmonton Hotel & Convention Centre

Could not have had a better experience, things were clean, facilities were plenty!

It was a great experience

We’ve stayed at this hotel quite often. Unfortunately, it has declined in the past year. The steam room advertised has not worked for awhile and that was fine but, this last stay the hottub was out of order. Our room was not cleaned, my husband stepped on what he thought was a rock but was in fact a petrified piece of ham from someone’s pizza, the bathroom had flying bugs, the tub drain didn’t lock to have a bath. The fan in the bathroom didn’t work, there was some sticky substance on the switch that hadn’t been cleaned. I’m not sure… what has happened to this hotel. Whatever the staffs mandates are…? It is just bad for business.

Dear Customer Service Team, I am writing to express my extreme disappointment and dissatisfaction with my recent stay at Edmonton Hotel & Convention Centre, from October 10th to October 13th, under booking reference 2609150110378203002. What was supposed to be a comfortable and relaxing hotel stay turned into an incredibly frustrating and unpleasant experience, particularly on the very first night. I believe the circumstances warrant a formal complaint and appropriate financial compensation. Firstly, unwelcoming Check-In experience My disappointment began the moment I arrived at the hotel. The front desk agent who assisted me during check-in was far from welcoming. She displayed no warmth, friendliness, or even the slightest expression of hospitality. While I understand that everyone can have an exhausting day, a basic level of courtesy and professionalism should be expected from anyone working in the hospitality industry. Unfortunately, this initial interaction set a negative tone for what turned out to be an even more disappointing evening. Secondly, unbearable noise in Room 206 I was initially assigned Room 206, which was located directly next to the elevator and a particularly noisy air vent. The constant mechanical noise from the air vent was already disturbing, but the situation became significantly worse as the night progressed. There appeared to be a function taking place at the hotel, and attendees were continuously using the elevator throughout the night. The repeated noise made it extremely difficult to relax, let alone fall asleep. Initially, I chose not to complain, hoping the disturbance would eventually subside. However, as the night went on, the noise became unbearable. To make matters worse, when I attempted to contact the front desk, I discovered that there was no telephone in my room. I found this extremely strange and inconvenient, particularly for a hotel where guests should reasonably expect to be able to contact reception without relying on their personal mobile phones. Eventually, at around midnight, I used my own mobile phone to contact the front desk and explain the situation. Thirdly, shockingly, I was reassigned to a room under maintenance. After explaining the noise issue, the front desk agent offered to relocate me to another room, which I initially appreciated. I was reassigned to Room 519 or 509 (I cannot recall the exact room number). However, what I encountered upon entering this room was absolutely unacceptable. The room was clearly under maintenance and completely unsuitable for guest occupancy. There were light bulbs scattered around, and parts of the room's structure appeared to have been dismantled or ripped apart. I was genuinely shocked that a hotel would assign a paying guest to a room in such a condition. How could a room undergoing maintenance possibly be available for assignment? Shouldn't the hotel's room management system clearly indicate that the room was out of service? This was not a minor oversight. It demonstrated a serious lack of coordination, attention to detail, and basic operational standards. What made the situation even more frustrating was that all of this was happening in the middle of the night, when I was already exhausted and desperately needed to sleep. Lastly. inconsiderate response from the front desk. I was forced to return to the front desk yet again to report the condition of the replacement room. Rather than acknowledging the seriousness of the mistake and taking immediate responsibility, the front desk agent appeared surprised by what I was describing. Frankly, I found this reaction extremely irritating and inconsiderate. I questioned how a room that was visibly undergoing maintenance could have been assigned to a guest in the first place. As far as I am concerned, this is information that should have been clearly documented and communicated within the hotel's internal system. A guest should never be placed in the position of disco