Hyatt Place Edmonton/Downtown — Hotel in Edmonton

I booked a staycation at the downtown Double Tree in early January. I have waited to write this review as I've been trying to connect with management directly but have received no follow-up.

Aware of the location, I elected to pay the $28 on top of my room fee for underground parking. The check-in process was fine, basic information was shared, a posted piece of paper informed us the hot tub was out of order. The hotel itself is a nice space, good seating in the lobby and the lounge is unique. Our room was good for the value, layout was strange (ex) nowhere to hang jackets when you walk in and the light didn't work. Cleanliness was standard except for the candy wrappers we found stuffed between couch cushions. My friend and I decided to get a drink in the lounge before going out for dinner. The martini was excellent, the service was not personable. There was one other party of two in the lounge, my friend and I sat at the bar. Aside from asking our beverage order the server did not speak to us. The chef came out and stared at us for a while but did not engage in conversation. We decided to only have one drink and find food elsewhere.

In the morning, just before check-out, I recieved a phone call from the police. My car (and one other) was broken into in the parking garage. The hotel did not call my room. The police had to call my cell. We met the police in the lobby. I went to the parkade with the officer and my friend spoke to the concierge to ask if we could delay our checkout until the situation was handled. We headed to the restaurant for coffee while we waited for a tow truck. We were the only patrons. One of the employees from the front desk had a meeting with another employee nearby, he didn't bother to check in. We spent $128.00 unnecessary dollars. The chef lurked again and didn't speak to us. It was very uncomfortable. Within an hour and a half, our tow truck arrived, while I went down to the parkade, a different manager asked my friend with annoyance when we would be checking out.

Once the situation was handled and I came to the front desk, one person expressed sympathy and he chose to compensate my $28.00 parking fee. After my stay, I received a feedback email. A week or so later I received a phone call from a manger who was away while we stayed at the hotel. He called from a cell phone and did not leave an office number. When I called back, he was unsure of who I was and asked if he could call me back when he got to the office in fifteen minutes. 45 minutes later I was unable to take his call. I then ended up with a 14 day stretch of laryngitis. I texted this manager asking for an email address I could contact him at, he did not respond. I will leave my feedback here.

Hilton - a warm cookie does not make hospitality. Your staff does. I did not expect your multi billion dollar company to pay the $200 to fix my car window, even though your multi billion dollar company could not seem to afford security cameras or guards in its parkade. I would have been happy with a free coffee refill and a conversation with any member of your staff. Instead, they avoided us. They lurked. They seemed uninterested in customer service even though there were very few customers to engage with. Businesses was an impossible excuse.

I will absolutely never recommend a stay at a Hilton hotel. I will not recommend this venue for an upcoming engagement party. I will not be booking the multi-room stay I was considering for an upcoming convention. "Our brand promise is to ensure we provide the special comforts and acts of kindness that make the traveler feel human again. Did we deliver on this brand promise during your stay?" No, Hilton,...

First of all, they hiked the prices up to close to $300 a night for the Garth Brooks concert over the whole weekend. Oh well, what can you do. During check in, communication was extremely poor. When I asked for a pub-type restaurant close by to go for food, she did not even understand me, and kept offering me pops. When I was finally able to explain myself, she had no idea about the area and where to go. For a price like that, I would expect some sort of a knowledgeable concierge thing. The "grocery store" they advertised is actually a cooler and a little shelf beside the check in booth. An elevator was out of order, so when the hotel filled up the next day with mostly other concert visitors, it was painfully slow to get to and from your room. It wasn't possible to use the emergency stairs, since the doors on to the floors were locked from the staircase. The first night, we were all evacuated at midnight due to a fire alarm. None of the hotel employees even talked to us, we were all standing outside the lobby, not knowing what as going on. It was finally one of the attending fire fighters who told us to go back to our rooms. No explanations, no information. No compensation. Very, very bad lack of communication again. Breakfast was not free but $22, and I've seen the guy who was supposed to seat people nearly freak out at a couple who obviously did not know and seated themselves. Dairy free alternatives weren't available. Then I overheard a phone call from another server being really anxious because one of the guests who left did not leave a room number. Nobody was relaxed, everything was super tensed. Our room has not been made that day. OK we then asked and found out that we need to tell them to do so (I would have expected this information during check in). So we told them to please do the room next day. We came back and all that was done was the bed was made, which I already did myself before we left, just not as perfect. Carpet was dirty with crumbs, both glasses were still the used ones we left, no more coffee cups available (and I'm sure there were some left before), coffee maker not cleaned (I left it open so they'd see we used it), coffee pods not refilled, garbage bin not emptied, bathroom not touched except the soap was taken out and replaced with a new single packaged one - why such a waste? I found a cleaning lady outside and asked her for a couple clean glasses and all I got was "I'm sorry" but no clean glasses nor coffee cups (btw paper ones from Starbucks, which is weird for a brand like Hilton). So we literally spend 4 days/3 nights in a room without any cleaning, paying over $1000 for two people. The area worked for us, since it was close to Commonwealth Stadium - other than that, I would stay away, very shady, broken glass on the back side of the hotel, weird people hanging around all day and half of the night in front of an abandoned church mostly. The one star is for the bedding, the duvet was really nice. Why they get an eco rating is beyond me - disposable coffee pods, disposable coffee cups, disposable bathroom accessories. Other than that:...

I recently attended a wedding reception at what USED to be Hyatt Place Downtown location. Since then Hyatt has pulled all affiliation from this hotel and with good reason too. I regret to say that I feel terribly for my friend that got married at this location. Their experience from start to finish has been difficult and unprofessional.

The fees are unreasonably high; they charge you for everything. I've compared with several different venues and things like a projector and screen rental shouldn't cost more than $200. And even if you don't want to rent, they allow you to bring in your own equipment. Not at the Hyatt. They charged upwards of $600 per projector/screen to use for the night AND a fee if you want to bring in your own gear. At that price, you can buy yourself a projector.

Wait staff was insufficient for the number of guests that night. There must've been around 20 tables, but I only saw maybe 4 or 5 wait staff? And even if there were more, they were definitely not always present. The water jugs at the tables were constantly empty. I had others tell me that they asked for more water and the wait staff just never came back for that.

The reception menu was a buffet, and sadly for that, they ran out of food. And even during times when the tray was empty, it took a long time for them to replenish it. People were left to wait in line until they brought more out.

The desserts and food were removed really early on in the night. During the speeches people are not able to get up to get food so they would wait until after. Unfortunately, it was all removed from the hall. I checked with the "coordinator" which wasn't the coordinator at all. They said they would see what they could do in the kitchen. Her response was not assuring. When they did manage to bring some dessert out, it was a small plate of cheesecake and a bowl of empty fruit. Extremely disappointing.

The hotel has since been on the news in regards to being ordered by Alberta Health Services to clean up leaks and venting issues tied to pigeon feces. Nine HVAC units on the roof that supplied fresh air to the complex were contaminated with pigeon feces. So not only did we receive poor service, but the air in that building was potentially harmful to breathe.

Lastly, my friend wrote back to the hotel letting them know the issues that they ran into during the wedding. Their response was uncalled for and unprofessional. They told him that he and his friends were all lying about what happened that night and proceeded to tell him what actually happened, which was all completely untrue.

These events were part of our experience and made it so unpleasant that I was compelled to let others know about this place. I don't deny that others may have had a better experience, but based on our interactions with the staff, we do not feel that they are one to care too much about your needs or even to put the customer as their first priority. We will be contacting Hyatt international for...