Home2 Suites by Hilton West Edmonton, Alberta, Canada — Hotel in Edmonton

I stayed at the Home2Suites by Hilton West Edmonton July 2-6, 2024. My review is related to the very poor customer service in response to an incident, not the incident itself which I understand is beyond the staff's control.

On my last night there, July 5, 2024, there was a violent incident between a man and a woman in the room next to mine. These were adjoining rooms with a door connecting them. I called 911 to get an emergency response, and the 911 operator could hear the ongoing incident through the phone. After the 911 call, I attempted to reach the hotel to explain what was happening and the fact that police and ambulance were on the way. I used my cell phone, the direct line in the hotel room, and text messaging (which the hotel had previously used to contact me during the stay). I tried multiple times and was unsuccessful in contacting anyone at the property during the emergency, which was quite distressing. I watched and waited for police, who arrested the man in the parking lot.

48 minutes after my text message, I received the following response by text: "Good evening, apologies for the inconvenience and thank you for your concern. Please let us know if you need anything else. Thank you. - Patricia".

Later on, the woman invited several more people to her room and a very loud and heated verbal altercation occurred, probably lasting close to 30 minutes. I was scared because my room adjoins to her room, I was recovering from surgery in my room, which made me very vulnerable, I had already called the police once, and the front desk didn't seem to take any of this very seriously based on the text response I received earlier. I felt very unsafe at the property. Had I been in the physical condition to be able to leave during the night, I would have.

The next morning I checked out as scheduled. The person at the desk asked my husband how our stay was. My husband asked "do you want the honest answer?" and the person responded "No, I don't".

After checking out and returning home, I contacted the Hilton customer support and relayed largely the same information I am writing here. On July 8, 2024, I received a phone call from someone in management at the Home2Suites West Edmonton. She apologized and said communication could have been better, but that staff were also busy with the incident. She offered me 20,000 Hilton Honours points as compensation and said she hoped we would return to give the hotel another chance. She confirmed my Hilton Honours account. I accepted the gesture, despite the points probably not even adding up to cover the cost of a single night's stay. However, over 3 weeks later, the points still have not been added to my account.

My overall concern is not the points - it is the lack of safety, communication, responsiveness, and follow-through when it comes to customer service. There was no effort whatsoever on behalf of the staff to ensure guests were taken care of, and active avoidance of dealing with the problem when our feedback...

Story to follow** Room was subpar for Hilton (even as an off-brand), breakfast was okay but no variety day-to-day. The pool was frigid cold, the gym is front and centre with glass all around for everyone to watch as you try to get a workout in. Despite all of that and the meh customer service (front desk attendants act as if you are bothering them every time you approach), this hotel seemed decent for the price as it is typically cheaper than other Hilton brands.

Our review changed after our third experience with housekeeping. My husband is visually impaired and we travelled with his service dog. We obtained a green door notice on check in and hung it on the door for housekeeping to not enter. We stated that we would request any items we needed for our 8 day stay. The second day at 10:30am, housekeeping just entered into our room without knocking. I was able to quickly rush to the door and ask why they had just entered without notice as we could have been showering…. The woman did not speak English well and said “need any clean”. I said no. I went to the front desk and told them that we do not need anything and requested them not to return for housekeeping.

The same occurred on night 4, with the deadbolt being securely tested this time and the cleaning staff was not able to enter, but I again asked why they would and was met with the same result. This time I did get some towels from them as we did need them and she gave me 10 towels, which I assume was an attempt to apologize for the incident. I again requested at the front desk not to receive housekeeping and they apologized and said it was noted on my guest room.

Today, the last day of our stay, we went shopping for a couple hours and came back to our service dog resting her dog bed. We thought nothing of it until we realized the garbages throughout the room (4 in total) had been changed. Not the toilet paper that was empty, the shower gel (empty), face soap (empty), but the garbages were changed. We DID NOT change them. All 4 were full. I immediately called Hilton honours to ask why they would have entered our room despite 2 previous episodes, 2 requests, and a friggin posted do not enter flag on our door. Hilton apologized sincerely and assured us that they would get a hold of the property manager to deal with it. I am mortified because we don’t feel safe here. I am so happy we booked another hotel for the remainder of our trip.

Our dog is wonderful and loving, but she has no idea who anyone is here, and what if she thought someone was breaking in and bit them? We have done some shopping and have expensive items in the room- what if some are missing? What an invasion of privacy!!!!!!!!! DO NOT stay here if you value any sense of privacy or security. This is NOT Hilton...

I stayed here for 3 nights in room 105 in August 2019.

Arrival: we were greeted everytime we passed by the front desk, which is nice and made me feel safe and welcome.

Check in was quick and we were provided with information about the area and a coupon for dining at the restaurant next door at Doubletree by Hilton (Stages Restaurant).

There were several luggage carts available. The doors at the end of the hallway that are room key activated made for an easy van unloading and loading.

A feature I loved about this hotel was that they offer a room for hearing impaired or deaf patrons with a doorbell that flashes the lights in the room. There may also be additional features in the room. This was room 101. I would have taken advantage as a family member is deaf, however it wasn't available during our stay.

The hotel room windows can be opened which is a personal preference of mine. The water pressure in the shower was great - not that "low-flow" feeling. The room had a dishwasher, 1100W microwave, toaster, keurig, and a 3/4 sized fridge with freezer. There was cutlery, a can opener, dishes and a nice deep kitchen sink.

The kids loved the pool which was never really busy in the evening when we attended. It has 3 ft to 5ft depth and there are lounging chairs or regular chairs that get sun in the afternoon.

The breakfast had a bit of everything. There was also hot coffee, tea, and cocoa available 24/7 at the front desk. There are two computers and wifi printing in the lobby. There was also a gym that was well attended around 8pm on weekdays.

Plenty of parking and access points around the landscaped building. Two patios - one with 2 large BBQs and umbrella-covered seating and a second patio in the front with cushioned chairs and tall-back cushioned benches surrounding a gas fire bowl fireplace.

What could be improved? The mattress in the room (rm 105) had springs that could be felt and when laying in bed both people would log roll to the middle of the bed. The linens were also very lightweight and the sheets felt like they "just" covered the bed which made for a tug of war for coverage in the night. The sofa bed was more...