Holiday Inn Express & Suites Edmonton SW – Windermere, an IHG Hotel — Hotel in Edmonton

We were here for a spring break getaway for 2 nights. Myself and 4 kids. 2 are kiddos with special needs. Upon arrival we were greeted very warmly. The girls at the front desk were so friendly and sweet. The rooms on the north side of the building get a lot of traffic noise. So I recommend if you want a more quiet room, ask for a south facing room. The first day we swam at the pool and enjoyed the breakfast. However on our second day while my boys were swimming (and in the hot tub to be more specific) the pool maintenance guy came into the pool area and started hollering at my boys (who were being so respectful and good, just sitting in the hot tub) he proceeded to speak to me specifically and very rudely if I didn’t see the signs that were around the hot tub. I said I did see them… and they were “caution slippery signs”. Apparently the hot tub was closed… but there was no Indication the hot tub was closed. He then said “would you go into a place that said caution” … I told him if I knew my kids were not supposed to be in there, I wouldn’t have let them go in. He didn’t need to yell at them… he said “I’m not yelling at them, I’m yelling at you” The signs that were out were “caution slippery signs” no indication of a closure. He was yelling and two of my boys were in tears. They are 8 years old and have Down Syndrome. They were scared. He was incredibly rude and just plain mean. There was another man there who was a guest at the hotel too, and he was sticking up for me. I did bring it to the attention of the front desk, as two of my boys were in tears. I asked to speak to a manager, which they took my information and I have still not been contacted. Before we checked out I asked again about the manager calling me, I don’t think it’s going to happen. Awful practice for a hotel. Definitely not a family friendly hotel and they don’t seem to care much about...

Stayed here, was not impressed with the front desk or the room. The hotel is pet free which is great for traveling with bad pet allergies. We chose to stay here because it's pet free and because they offered king bed suites. Looked at the pictures online and they fairly clearly showed the king bed is in a separate space. When we checked in to the room we found a king bed a couch and a bunch of open space not good for anything. Assuming we were placed in the wrong room we went back to the front desk and asked if there was a mistake. Apparently there was no mistake that room for $275 a night was what they call a suite, when I asked about the picture online I was told that's not their website. I walked the assistant manager through the website and confirmed it is in fact their website and the picture shows a separate room. She agreed but said that room does not exist. When I asked how they feel they can charge for this non-suite she said it's never been a problem before (she should really check the Google reviews).

When I asked if she can offer any resolution to the situation we were informed we are free to check out and leave. I came up with the alternative solution of we will stay but not be charged the vastly inflated suite price.

While dealing with the assistant manager the front counter person laughed and laughed she thought this was the funniest thing ever. When I informed her we are very avid travellers and this room is called a Jr suite or studio suite she laughed some more. A quick Google search will find some standard definitions of a suite from 3rd party websites if anyone at the hotel would like to consider changing this room name or at very least not laugh in the faces of the next guests that mention the room.

This location failed to live up to the IHG...

I booked one night at this hotel with 2 bed and a sofa bed with 6 people, and check in Aug 5 at around 9:00 pm and take a quick shower and went out round 9:30 pm to meet up with friends. At around 12:00 am when we came back and get ready for the night. I pull out the sofa bed and seen more than 4 blood stain on bed sheet(cover) so I took a few picture and when down show the front desk person the picture around between 12:30 to 1:00 am. He said, he could change the bed sheet and we can sleep on the sofa bed. I refused that offer and than i told him i would like my money to be refund in full because they won't change to different room for us. The guy at front desk stated that i already check in more than 5 hours so i can't get my money back. I called the the franchise complain phone number and they said they can't do anything because they don't have any power to force the hotel to do anything. spending 2 hours on the phone trying to get my money back. They finally offer me the same room that had blood stain on the bed sheet and a king bed with the sofa bed. They expecting 6 people to sleep in a king bed because i refused to sleep in the sofa bed after i seen the blood stain in previous sofa bed. Basically they asked us to stuffed 6 person like pigs into one king bed. They won't do anything and say they already changed blood stain bed sheet with other one so it clean and you take it or leave it. I refused to take their offer and hang up all of our 4 small kids and my wife had to sleep in the van while i talked and complain to the head office phone line. Until now its monday i didn't not got any phone call from hotel properly or franchise head office on how they going to handle my complain. Make sure you see if your room is clean first thing or else your...