Hampton Inn by Hilton Edmonton/Sherwood Park — Attraction in Sherwood Park

We were Hilton Honours member and Family/Friends booking.

We were in Edmonton for my cousins wedding. We arrived at the hotel to check in at around 4:40pm on a Friday.

2 agents at the counter. Was Asked for ID and Credit card. No “ Hi, or How are you doing, or Welcome to Hilton”

Agent CJ asked for ID and our credit card, I advised CJ that my credit card was maxed out and we would like to pay for the full stay in full and we had $100 on a credit card for incidentals. Which the front agent CJ mentioned we needed $50 for incidentals on the credit card. CJ went on to tell us that their hotel/owners policy is that they require credit card. He would not show us the rules stating that credit cards were required, he told me “He didn’t have to show me the rules”.

When things got heated b/c we didn’t have a credit card, CJ threaten to cancel our reservation also told me to “ Shut up and told me to go and sit down”. I told CJ when looking at my reservation that it mentioned debit cards payments were allowed in the fine print, which I tried to show him but he didn’t want to look. At this time he didn’t even want to talk to me, and only spoke to my wife.

CJ also told me to call Hilton which they replied to me that “yes we can use debit.” CJ said check in through Hilton app which I did with the debit/Visa card we had the app allowed us. CJ said then said it was declined. Which was impossible he just didn’t want to us to check in at this point.

It was a Friday. Later interactions we were told manager is in the office Monday - Friday 9-5pm.

During this whole interaction the manager was not anywhere is sight. Hope the owner knows that this manager skips out of work early.

CJ spoke to the manager over the phone and agreed that if we left a $200 cash deposit and half the room rent and pay and the remainder at check out. This agreement was voice recorded and also was printed on the check in paperwork they had. We have a photo of this. After an hour later we were able to get our room.

Now on Saturday we are leaving the hotel through the lobby in our wedding outfits which people would’ve noticed. My wife said “hi” to the agent CJ at the front as we left. About half way into my cousins wedding around 8:54pm I receive a phone call from the hotel. It was CJ he wanted to speak to my wife, I ask what was this regarding. He said it was about the remaining payment for our stay. I told him that we would be paying this at the end of our check out as previously agreed. Then I hung up the phone.

On Sunday again we left the hotel through the front, again the agent and my wife exchanged greetings. While sitting down for dinner with my cousins I received another phone call from the hotel. This time the agent was demanding the payment saying that the manager had called in on her weekend off to advised the agent to collect the remaining payment for our stay. I told them I would speak to them when we come back to the hotel.

When arriving back to the hotel, I started a voice recording on my phone. The agent who was there was the supervisor and her name was something like Chantel____ , we asked why we were not called early in the day and they had called me during my cousins wedding and my cousins dinner(later in the evening). She had no reply to this. Previous agents on other shifts were not calling us or speaking to us. She again wasn’t looking at us eye to eye, and came up with excuses. We paid the remainder of the balance and advised them that we better not receive anymore phone calls.

These 2 agent one being CJ and the supervisor (Chantel___) made us feel unwanted and unsettle during our stay. We were there for 5 nights.

The interaction became heated because CJ would not try to come up with a solution as most people in the customer service industry would do. Just being rude the whole time.

I hope there is a fix for this. I know I will not be staying at this location again. The owner for sure will be hearing from...

Stayed: October 12 & 13, 2025

I would have gladly rated this property five stars if not for the very unpleasant check-in experience.

Before arrival, I completed mobile check-in through the Hilton app, received my digital key, and room number. However, upon reaching the hotel, I noticed that my digital key had been cancelled, and I was instructed to stop by the front desk to “finalize a few details.”

At the time, Agents Charlotte and Masoom were on duty. It appeared that Charlotte might have been training Masoom, though I’m not certain. When I asked why my digital key was cancelled and what details needed to be finalized, Charlotte informed me that all online check-ins must report to the front desk first. I explained that this defeats the very purpose of mobile check-in — which is to avoid waiting at the desk — but she disagreed and continued to argue unnecessarily.

I mentioned that I had stayed at the Hilton Garden Inn Downtown Saskatoon the night before without having to report to the front desk, but she still insisted otherwise. Eventually, Charlotte discovered that the key had been cancelled due to a mix-up in the credit card details. When I pointed out that this, not the policy she mentioned, was the actual issue, she continued to insist that both were correct.

After nearly 15 minutes of back-and-forth — following a long, tiring trip from Saskatoon — I was finally assigned a room. Unfortunately, upon entering, I discovered it was a two-bed room, even though I had booked a king room.

When I returned to the front desk to address this, Charlotte once again responded aggressively, claiming that the rate I had booked only included a two-bed room. I showed her my Hilton confirmation email clearly indicating a king room, but she continued to deny it, stating that their system showed otherwise. Only after I firmly insisted did she reluctantly change the room — making it feel more like a favor than a correction. No apology was offered at any point.

Overall, it was a very disappointing experience that fell well below Hilton’s usual...

Stayed: October 12 & 13, 2025||I would have gladly rated this property five stars if not for the very unpleasant check-in experience.||Before arrival, I completed mobile check-in through the Hilton app, received my digital key, and room number. However, upon reaching the hotel, I noticed that my digital key had been cancelled, and I was instructed to stop by the front desk to “finalize a few details.”||At the time, Agents Charlotte and Masoom were on duty. It appeared that Charlotte might have been training Masoom, though I’m not certain. When I asked why my digital key was cancelled and what details needed to be finalized, Charlotte informed me that all online check-ins must report to the front desk first. I explained that this defeats the very purpose of mobile check-in — which is to avoid waiting at the desk — but she disagreed and continued to argue unnecessarily.||I mentioned that I had stayed at the Hilton Garden Inn Downtown Saskatoon the night before without having to report to the front desk, but she still insisted otherwise. Eventually, Charlotte discovered that the key had been cancelled due to a mix-up in the credit card details. When I pointed out that this, not the policy she mentioned, was the actual issue, she continued to insist that both were correct.||After nearly 15 minutes of back-and-forth — following a long, tiring trip from Saskatoon — I was finally assigned a room. Unfortunately, upon entering, I discovered it was a two-bed room, even though I had booked a king room.||When I returned to the front desk to address this, Charlotte once again responded aggressively, claiming that the rate I had booked only included a two-bed room. I showed her my Hilton confirmation email clearly indicating a king room, but she continued to deny it, stating that their system showed otherwise. Only after I firmly insisted did she reluctantly change the room — making it feel more like a favor than a correction. No apology was offered at any point.||Overall, it was a very disappointing experience that fell well below Hilton’s usual...