I would like to start off by saying this hotel is great. We had a suite on the 3rd floor, the room was very clean, well appointed and exactly what we expected. The double sided fireplace was a nice touch. The staff were great. The front desk staff were great checking in, the kitchen and serving staff were wonderful, both for breakfast and room service. The food was excellent. The cleaning staff did a excellent job.
The hotel itself is easily acessable and conveniently located. There are many dining choices nearby and it's easy to get to the Anthony Henday freeway which is the ring road for the city and will take you anywhere you need to go. The west edmonton mall is also only 10 minutes or less away.
But our experience was ruined by wild out of control children. A big selling point was the pool, which was fun until a large group of 10-13 year olds showed up and started to dive in and make a racket. Totally unsupervised, when the sign clearly says 14 and under need supervision. It was impossible to swim with my 4 year old. We complained to the front desk and they did try to kick them out of the pool, tried to go back the next day but there was lots of them in their literally screaming and yelling like banshees totally wild and out of control. We didn't even bother, we went to world waterpark costing me around 100 bucks for the family.
Then in the evenings it got worse. The front desk explained that it was a team of hockey kids and siblings causing the riot. I explained that i had been on many a team in my day and being on a team is no excuse to act like a savage. They were running around the hotel throwing ice everywhere, knocking on doors. screaming. The parents either condoned this or encouraged it. They didn't seem to care as they roamed the hallways and elevators drinking so didn't expect much better from these seemingly unsupervised children. The front desk was called several times both Friday and Saturday, which only seemed to encourage them as they knew it was our room calling as we seemed to be the only non member of this exclusively out of control and disrespectful group.
Even at the breakfast buffet, lack of order ruled the day. These disrespectful little hooligans cut in line, didn't even seem to know what a lineup was. They almost knocked my 4 year old daughter down several times as she waited with me, it was a long wait as several children and parents darted in front of us to grab whatever they could.
The behavior of this team truly shocked me. I've never been so astonished in my life to see this kind of behavior in a hotel. I felt bad for the staff who did do their best to keep things uinder control but you can't exactly kick out half the hotel. But as the sunday checkouts began i could see a common theme in front as every guest who wasn't from these hockey teams had similar complaints to mine. The hotel was good enough to refund 80 dollars of my money.
The hotel is great the staff did well but i will not stay here again unless they stop booking teams or the hotel somehow assures me that this level of wildness will never happen again.
It was truly mind boggling, i likely would have had a better stay at the yellowhead inn or a similar fleabag motel then the hilton garden inn edmonton west.
Pick a suite, the extra room is wonderful and the jacuzzi tub in the ensuite was relaxing.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
2 May 2012
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I want to take this time to thank you for staying with us and for taking the time to post a trip advisor review. We strive to make each and every stay with us a memorable experience for our guests. On the odd occasion we do not meet even our own standards. In reviewing your comments of us, I agree fully that the group in question was a challenge for us. This unique experience has resulted in policy changes that I am confident will have a positive effect. Having recently joined this property as its new General Manager I value your detailed comments that have been most helpful and thank you for your patience.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC