We travel extensively across Canada, The U.S., Mexico and S.E. Asia and have to many European destinations.
Never, never, have we experienced treatment from a hotel like we did from this one!
First up, we stay whenever possible with Marriott's because one of our family is a Marriott employee. We thought on this visit to Edmonton we'd try out their latest hotel there. When we reserved our room we requested "no down pillows or comforter" (severe allergy, asthmatic!). Upon evening arrival, when we got to our room we found pillows and comforter to be down filled so we contacted the desk requesting a change of both. There was some hesitancy but we were assured that it would happen. By 11:00 o'clock we were concerned because nothing had happened and we were wanting to go to bed. We called again, and once again we were told they would change things. Finally, at 12:30 a.m. we resorted to removing the pillows and comforter and putting them in the closet area. At about 3:00 a.m. there was a knock at our door and the young lady apologized profusely, said there would be no charge for the night's accommodation and then handed us a mattress cover for us to use as a comforter (no pillows mind you). Come morning as we headed out to our days activities we stopped at the front desk to again request replacement of the pillows and comforter which they assured us would happen. We returned about 9:00 p.m. to find that things were still the same. Indeed, they took the pillows and comforter from the closet to the bed and left the mattress cover on the floor. We phoned the desk and they advised us they would have the evening manager contact us. By midnight we'd had no contact so my husband went down to the desk. The desk clerk advised that they could not replace the down filled items and would be doing nothing further. Upon my husband's return to the room we promptly put our stuff together and set about to leave. At the desk we requested that we be refunded for the second night's accommodation which they refused to do. Indeed, they told us there would be no refund for the first night either despite us having been told it would be. At this point we headed to the door where we were followed by the desk clerk and our path was blocked by a large security man as we had not signed off for the room nor returned the card key. My husband threw them the card key and we were threatened with a call to the police. My husband told them to do just that and that they could contact us at the downtown Marriott Courtyard where we were accustomed to staying on all of our earlier stays in Edmonton and we left. By this time it was 2:30 a.m.. As in the past, we were welcomed graciously at the Courtyard Inn and very well treated for the remainder of our stay. They were very much astonished by our treatment. (BTW no police ever showed up at our door as we had been threatened with!).
In the end, we took our issue to Marriott head office in Canada who promptly apologized for our mistreatment and promptly refunded our payment, in full. Including our supper snack on our first night's arrival while we waited for the change of linens for our room.
To this day we have never received as little as a note from the River Cree management for their disgraceful treatment but have kept the Marriott head office communication which bore the "cc" to the River Cree manager. Not hearing from him was no real surprise as we suspect he was too ashamed to do so!
- Official Description (provided by the hotel):
- The Edmonton Marriott at River Cree Resort is a top choice among hotels near West Edmonton Mall, the airport, and downtown Edmonton. Our Edmonton hotel's locations is ideal for business and leisure travellers, as it features meeting and conference rooms, a complimentary shuttle to West Edmonton Mall, 3 restaurants, a casino, 2 NHL-sized hockey rinks, an indoor pool, and a fitness centre. ... more less
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- Also Known As:
- Edmonton Marriott At River Cree Hotel Edmonton
- Marriott Edmonton