We stayed for 4 nights as it was a special July long weekend celebrating a family wedding. Location was good, but GM management service of the hotel was terrible.
Night staff was very good, arriving at 1:30am, but got to a suite that was 81C degrees. Got up and down all night turning AC unit off and on (once I found the switch by the plugin to turn it on - although no controls would work so it was full blast or off). In the morning found a wall thermostat and light switch under it. The switch (turned off) turned out to be for the thermostat (having labels on the switch and AC would be helpful and necessary). Left the room for the day with AC on thinking it would get/keep the room cool. Came back at 930pm and room was again +81C degrees with no AC running. Maintenance had gone home for the day so we tried to get the AC to turn back on ourselves. After 3 cycles the AC wouldn't turn on so room temp was going up 1 degree every half hour. Front desk and maintenance was very good (coming out in middle of night and replacing the AC unit - finishing up at 2am) as there were no other rooms to be had and it was impossible to sleep in that heat. 2 of the 4 nights were terrible sleeps because of this. Also found that our phone by the beds didn't work (found it unplugged), but still wouldn't work after plugged it in. Maintenance had to come up and fix that too. Breakfast was average, but one morning had trays of moldy cinnamon buns (likely because of sweltering heat throughout the building) and it took days to get that taste out of my mouth.
After all this, when I got the bill there was no mention or apology for the troubles we had. At checkout I asked to speak to management to discuss our stay, but he was no where to be found and no one in charge. Front desk called him (he was away for the long weekend), but he refused to talk to me. Front desk did all they could (don't fault them) and gave me their token price adjustment (all they had the authority to do). I left my contact info and asked to have the GM call me to discuss our experience and my displeasure with management service (not even a followup after the major AC problems to see if things were working fine). I'm still waiting and its been a week (no email or phone call).
The staff at the hotel provided the best service they could with a smile on their face (don't fault any of them), but the lack of management put them in a bad position. This location is poorly managed and GM provided terrible service. For that, I can't recommend this hotel and would not stay here again until management improved and overall hotel temperature issues were addressed.
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- Also Known As:
- Holiday Inn Express Hotel And Suites Edmonton At The Mall
- Holiday Inn Edmonton
- Holiday Inn Express Edmonton