Holiday Inn Conference Ctr Edmonton South by IHG — Hotel in Edmonton

I am submitting a complaint regarding the female employee who worked the front desk the early

morning of 09/29 around 2am. Around 2am I was awoken to the sound of loud boisterous chatter in the

hallway. I thought nothing of it and assumed whoever they are will enter their rooms and quiet down,

but they did not quiet down and continued going in and out of their rooms making very loud noises for

about 20 minutes. At this point I got frustrated and opened my door to see who they are; they were

quests staying in rooms 407 and 409 while my room was 412. A couple of the guests noticed me looking

out. I had hope that by noticing me they would realize guests are being awaken by the noises and that

they would stop; but they didn’t. A minute after I closed my door then went to bed I heard a loud smash

on my door. When I went to investigate I saw that a light bulb had been thrown at my door smashing

into pieces! I immediately called the front desk and when I tried to explain what was going on the front

desk female staff in a dismissive tone cut me off before I could even tell what happened then told me

she’s coming upstairs. Come upstairs she did alright but when I pointed out the shattered glasses in

front of my door and the rooms of the rowdy guests, how she handled the situation frustrated and

infuriated me the most. All she did was knock on their doors and tell them to "keep it down"! Not one

word and question was relayed to them about who threw that bulb, what the consequences are for

harassing guests, and the penalty is for destroying hotel equipments! She then went back downstairs,

and at this point I thought those rowdy guests would quiet down but in about 10 minutes after the

female staff left I heard another loud bang at my door but this time it appeared they threw something

that bounced off and continued down the hall. The female staff came up stairs after a while with a

broom and half-heartedly swept the big pieces then placed a ͞Watch Your Step͟ paper on the floor (see

photo). This experience has been truly unacceptable and I demand that staff’s conduct be investigated! I

was harassed and made to feel my safety was in jeopardy yet that staff treated those rowdy,

disrespectful, and violent guests with kid-gloves and basically made them feel they could harass guests

and damage hotel property and get away with it! Either she knew those guests personally and didn’t

want to exert full authority to protect the hotel’s interest or she just didn’t know how to handle a

situation like this. I demand the hotel manager and director investigate this matter. One thing I will be

most certain to do as a Spire member who travels frequently, I will never ever stay at this hotel again, I

will communicate it to my colleagues as hotel not safe to stay at, and I will be leaving scathing reviews of

this property after...

As a priority platinum member it seems I always get a room facing Gateway BLVD so I have no complaints regarding the train as I have never heard it on that side nor is there any road noise but I certainly understand those reviews where the train interefered with guests sleep.

I actually really like this hotel, the rooms are clean and very comfortable, the room size is a little cramped but has all the amenities including mini fridge and nice strong internet signal, and a nice warm decor. Just a really good vibe going on.

Check in is very professional and they truly seem to make the guest feel special, whoever is training the day and afternoon reception staff does a great job, the lady on the afternnon shift even offered a sweet dreams as I waited for the elevator in the evening, I did have an issue with the reception staff at check out early in the morning but will tell more about that later.

This is a convention hotel so lots of people but the catering and room set up was great and again the staff wonderful.

They have a Fionn McCools Irish pub and the food, drink and service was pleasurable and it is a nice comfortable place to chill, I do believe they also have a family resturant as well.

The only downside I experienced was at check out, I had a early morning flight and as I was riding down in the elevator at 5:30 am I was actually thinking check out was going to be a breeze although I could not figure out why they don't put the folio under the door like the other 40+ HI I have stayed at in the past year. The door of the elevetor opened and standing at the desk was a lady who looked directly at me then quickly diverted her eyes from me basically so she did not have to talk, no good morning she just went into the back office, the man in the front was going through a stack of folios and paid me no attention which irritated me right away, then he proceeds to leave the desk to go talk to someone down the hallway and the dreaded dragon lady from out back appears. Of course right then another guest walk in and she servers her and leaves me standing , so I just left with out checking out, it is amazing how a wonderful stay with great customer service can go sideways so quickly with the wrong employees, my advice to mangement is if you can't put the folio under the door then at least get more staff who are cutomer service orientated and ready to handle the early morning guest traffic, remember it is always the last person a guest has interaction with that we remember the most Overall I enjoyed my stay and i am not going to let the sour puss night staff stop me from returning again, I gave this hotel 4 stars but with the check out issues it really only reates a 3.5 star...

Our stay was Sept 28-29 2021. Our stay was Not related to Covid-19.

Pros Facilities: Pool was open. My daughter enjoyed a short swim. Facilities were very clean. Room: Room was very clean. Beds comfortable. My pet stayed in the room for $25 instead of a taking her to a kennel.

Cons Facilities: Online booking references which rooms are pet friendly and which that are not. However after booking and arrival it was deemed not the case. They did have a room available that was suitable thankfully.

After preparing to go to pool ( my 6 year old in tow in a swimsuit) I attempted to drop off a bin of laundry at free coin laundry but door assess didn’t work with my card. Wait for the elevator was 2-5 minutes each time as it’s only three to a car, and there is no access to the main floor by stairs, only the elevators, we walked down two different sets of stairs to find they only open to the parking lot. I went from 3rd floor to main, got a new card, back to 3rd floor didn’t work, back to main, three times… 30 minutes of going up and down and waiting in line at reception. The staff said I must be getting my card too close to my keys or phone, because that will stops it from working. Finally the fourth time back at the desk, a staff member came up with me, as I was getting very annoyed at this point, the staff then realized that the codes had been changed on the laundry room cards recently, and guests had no access for that room.

The hotel has offers posted that children eat free, however this was "not a current promotion" when asking about it at dinner.

This hotel was also specifically booked because it had a 6:30 breakfast. I confirmed this at check in and was told I could even call down at 6AM and preorder. However after packing the car and arriving at the restaurant at 6:30, they were closed, and would not be open until 730. Already frustrated, as I couldn’t have a coffee in my room (no water or cups), I just asked for them to refund the meals. The staff could also not give me a full refund for this pre-paid breakfast because I booked online.

Room: No coffee cups or water for the in room for coffee. No room service menu and no answer when calling for room service in the evening.

Overall I was disappointed with this stay, it seemed to be disorganized, time consuming and a...