Hilton Garden Inn West Edmonton — Hotel in Edmonton

I usually stay at the Home2 or Double Tree on 170th but I gave this place a try since the price looked good and the reviews seemed positive.

I'll give this a full breakdown:

The room we had was a suite, separate king bedroom to the main area, had two bathrooms which was very awesome for us, had a jet tub which was awesome also. The room was very clean and well taken care of but is older in style which didn't bother me at all.

The room has a ton of towels and they still use small soaps and lotions which i prefer over the wall mounted units. The room service menu is on the QR, which wasn't hard to find but I felt it could have been better. Some places I've been, you can order from the QR. The room service process is not as good as other places. There is no direct room service line, it says dial 001, but 001 only gets you to the front. I dialed it 4 times and always got front desk who had to redirect me each time. Not a big deal but worth a mention.

The food from room service was exceptional in portion, I always order nachos at new places because I can really judge a restaurant by how much cheese they put on and how much effort they put into toppings. My nachos came tri stacked with cheese layered and a great portion of toppings with lots of sour cream and salsa. That's a 5 out of 5 in my book. The person who delivered really was friendly and went the extra mile which was awesome.

The second night we ordered room service we ordered a club house and a chicken burger with balsamic or something it comes with a ciabatta. Instead we got two clubhouses so we called and addressed the mistake and the person came up a few moments later with a Cajun chicken burger instead (which was still the wrong item) my wife ate as much as she could but it wasn't what she wanted and we didn't want to call a third time to complain so she ate my onion rings and her side.

When we went for breakfast downstairs the process was a bit confusing, there is a ton of places to sit and they have a bit of a blend between self serve and full serve. Not really a big deal but I felt like usually self serve for breakfast should just be complimentary like most places are. Or if it's full serve then go 100% that way and don't do a bit of both.

The pool is a salt water pool I hear, but unfortunately it was closed when we stayed so I can't review it further. However when we went down to it the catering across the hall was super friendly to us and acknowledged us.

Front desk, on checkout I had told the Manager that we had an excellent experience but the room service the one night was a bit of a pinch point for my wife. He went above and beyond in the compensation for us. It was not expected to the level he went but in these difficult times in the economy and considering we had brought our daughter for a medical thing from very far away, it really meant a lot to us.

We will be back, as we come every 6 months for medical. This will be our go to...

This is an honest review of Hilton Garden Inn on 17610 Stony Plain Rd, in Edmonton for myself and 45 other parents/members of a volleyball club.

As this hotel participates in Volleyball Canada’s Stay to Play program, it was expected that the staff would have been well prepared for the large volume of out-of-town teams that would participate in this annual event. While there were some positive aspects of our stay, there are specific areas that require significant improvement.

As a facility, we were thoroughly impressed with the welcoming decor throughout the hotel lobby and we appreciated the reserved areas for teams participating in the event. The management team accommodated early game schedules by providing breakfast at 5:45am. The breakfast buffet had a good variety of nutritious foods and participants were well fed. The breakfast staff was helpful with requests for extra food or coffee during this time.

Helpful, courteous and polite customer service however, were deficient in the following ways.

Prior to our stay, over 10 attempts via email and phone calls, over a 6 week period, were made regarding renting a hotel banquet room for a team dinner. We were happy to pay for all associated rental and catering costs to keep the team together onsite. Every inquiry resulted in either being transferred to a sales representative line and a voice message left, or a message taken down by the front desk staff to be passed on later, presumably, to someone who had the ability to address the request. Not a single one of these messages resulted in a staff member returning an email or call. This lack of communication resulted in taking our business to another establishment.

During our stay, the front desk staff did not represent the hotel brand in a positive way. Questions regarding booking, room locations and amenities were met with eye rolling and heavy sighs. Special requests such as a space or room for a single 15 minute team meeting were answered with a curt ‘no’ with no attempts to provide alternative solutions. Every engagement with the front desk staff left us feeling like interacting with staff was a major inconvenience to their day. Staff were overheard loudly complaining about other teams throughout the week. These unprofessional behaviors during our 4 night stay created a very unwelcoming atmosphere and unfitting for the hotel brand.

I have also reached out to hotel management through email regarding this situation and it is disappointing to report that they have not replied in close to two weeks.

This experience has left me conflicted given the excellent service rendered at previous stays at other locations. It has given me serious reservations for future stays. I understand that though we may not have been the typical demographic given the tournament, I feel very strongly that good service should be consistent and should...

This is a long overdue review since we were married Aug last year at this establishment. The staff at this establishment is one of the best group of people we've encountered in all the hotels we've stayed at. We can't thank them enough for giving us the kind of service and support on our big day last year.

We rented one of the banquet halls for our wedding ceremony and as an after wedding reception party. Our ceremony turned out beautiful and the staff was more than accommodating to get us what we needed and relieve us from any unnecessary stress. The price was more than fair and the staff was incredible. The room rates for our guests were also fair (booked in advance).

Looks: When we first walked in through the lobby, we didn't expect the decor to be the way it was. It's modern and very inviting. It felt fresh and very clean. It was a great surprise!

Staff: From the support staff to the managers, these group of people were amazing! We have nothing but great things to say about any of the ones we encountered. They went above and beyond to make our event and stay a smooth, fun and memorable experience. Rooms: We stayed in the honeymoon suite and the layout was very nice. The place was very clean, spacious and the bed was very comfortable.

Overall: Great place to stay! Whether you're in Edmonton for a visit or just passing through, this is a great place to stay. If you're holding an event, meeting and looking for a venue, the staff is incredible to get you what you need. The location is close to West Edmonton Mall along with other restaurants, shops and gas stations. Our family and friends had nothing but great things to say about the place.

A big Thank You to the staff of the Hilton Garden Inn for all that you've done for us in making our big day a special one! Keep up the great work...