Hyatt Place Edmonton-West — Hotel in Edmonton

The Good: The parking lot and hotel seemed very clean. The rooms were clean and the elevators were very fast. The ice machine had service dates and staff were pleasant. Breakfast was decent. While I thought it could have tried a little harder it was different both days and was suprised. The coffee was great too.

The location: close to the Edmonton mall but on a one way street that makes you go all the way around when getting take out. It wasn't a great setup.

Could be better: The overall layout of the hotel seems wrong. The two elevators are not enough during busy times. The stairs are concrete and some carpet and decor could really make people divert from the elevators making it less poplar.

Breakfast was congested and not laid out nicely. Forgot something like syrup or want to butter your toast well get in another line to get a knife. There is only one area to grab cutlery, why. Want coffee with your breakfast ? Leave the area then into another adjoining where you'll be in another weird waiting for space to get what you want as there is only one station.

The rooms: because of kids they have us from what I would think a broken room. It had an adjoining room which has little noise suppression and ended up moving rooms. Two other things about the rooms were the phone battery was broken and upon asking staff they said just use the base station and did not care. The second thing was the door to the bathroom would not engage because it wasn't connecting right.

The door to the bathroom is glass so if you want to not wake up your partner in the middle of the night keep the lights off! Thermostat was not the most user friendly and could not be controlled below 19.4 degrees from what I tried. Have a pull out sofa, better call room service for pillows and covers that don't keep you warm!

Want to hang up your jackets well it's by the window not by the door! There were drawers though. Want to dim the lights, sorry. Need to use the computer roller chair, maybe pass and use the sofa it's a little bit comfier. But hey they still had the Bible.

With the pull out and the other bed and an automan I struggled to walk and had to tuck it into the pullout.

The "UPGRADE" or skyview I believe was exactly the same but one floor higher and no ajoining door. Things worked better but were still not functional how I thought a good layout should be. We got woken up both nights by the parents in the adjoining room at midnight unable to call guest services because only the base station on speaker worked. My wife was so fed up she put herself in a risky situation to deal with the issue. The second night in the upgraded room we were woken up at 10pm due to people opening and closing the doors several times.

The doors are noisy and a pain. The only way to close them is to let them latch and it is LOUD! The showers we did not bother but the main floor bathrooms were neat but had sensor issues with a young one.

The pool: cramped and not enough sitting but was clean and fresh towels were being cleaned and brought in. Shower to declorinate as well. The hot tub was ok.

Overall: While breakfast was decent, staff were friendly and the hotel appeared snazzy it really fell short. It seemed like lots of things to cut corners were taken to appear better than it is. With the primary being sleep on the agenda, both myself and partner were woken up on both days. For that reason alone I can't suggest this hotel and the price tag. Oh and can't forget all the random pizza menus delivered after our kids were sleeping on...

I booked through Expedia. I travelled to Edmonton with my large family and prepaid 5 days! My first vacay in 3 years with my family. We live over 10 hrs of driving away from hotel location. We called to change our booking within policy and hotel said because booked and paid through Expedia they have to change. Long story short they bounced me back and forth until the time for change passed. Then Expedia apologized and said when you go and make it to check in ask at hotel to update your room stay and use the day you wanted to change to extend with another day as we approved and said they spoke to hotel and hotel will help me. From that convo with Expedia and hotel shift changes and not sure what the managers did back there when we checked in and after 2 days into it and multiple stressful sessions on call and in person resulted me in having Expedia approve as it was to refund but hotel refusing to do so!

I asked the reception they said the money are with Expedia and thats why they cant refund and refused to do it and then when talking now the third day I actually found out that the moment we checked in that day actually expedia paid the hotel so hotel staff and management is lying me from day one! So our vacation was affected I lost almost 200$ and my vacation is a mess and ended up taking a room for last night at another hotel because they want to put us in a room and to pay for it again! 200$ almost with one bed if we accept and they don't provide cots or options as ‘fully booked” at 200$ 5 people in one bed and a sofa!

What a disappointing first experience with this hotel! I also think even if same nationality its not nice to speak with each other about my complaint in anything but english! To me its unprofessional and its leads me to believe you are either hiding something or gas lighting me since this was not resolved!

Also second day I found out that first day for over one hour when looking for help I was told I was speaking to the general manager, but second day reception said I didn't when expedia ask for GM email to tell them about me again! Reception said actually you didn't talk to the GM (they changed their side of story) and said it was some supervisor! Between - note if you have issues to resolve with this GM person this person only starts work at around 11 am, so don’t even dream to speak with anyone before that!

I have the reply from the GM which I will attach here and that Expedia tried but hit walls after walls!

What bothers me is that before checking in I explained and the hotel reception knew the moment I checked in the whole payment of almost 900$ will be with them and was with them but kept lying it wasn't and leading me saying its Expedia that has to refund me as they are just a third party etc! Bottom line is hotel representatives have been dishonest and refused to help (not sure for what reason) we were nice and polite and followed process!!! I called on time, they played me bumping me between them and Expedia, then refused to honour what they told expedia rep, then lied to my face numerous times blaming expedia, when in fact they had to do the right thing! I hope my loss of over 200$ has made the hotel rich because this is our first and last experience with this group! Unless in writing, never believe front staff! Even Expedia cant touch them! Such an unprofessional experience!

So don't ever prepay! Don't ever believe unless in writing if making changes as you...

Well so far we haven't had staff who really know what's going on. Made the booking a few months ago and it was painless, however upon arrival it has gone to some pretty abysmal service. When we arrived we asked to just pay cash upfront for the room so we didn't have to worry about dealing with much. We provided a credit card for incidentals and such, but instead the girl upfront got confused and just put everything through on the credit card, not what we wanted. She then took the cash and didn't remove the charge from the credit card. When asked to put everything back to normal, she said she couldn't and if it was, it would take 3-5 days...the next day, we get another charge that no one can explain, it's literally just another fee that no one's knows why it charged. Head office doesn't know, but no one can reverse the charges nor seems to care. Haven't been very pleased with this overall experience so far. The room was similar to photos, but smaller than what they look like. Edit: In conclusion our stay still got more interesting. They have never fixed the pending transactions like they said they would, every day was a new excuse on the wait and kept pushing us back. On the third time of asking for a solution the general manager (Manjitt) told me he was too busy to deal with the problem, he had more important customers to deal with than myself. Way to escalate the situation. I kept asking him to just make a phone call thst he claimed was all he had to do. He refused as he was sick of dealing with me and so were all the staff at the hotel. Again, he just needed to make a phone call and refused, while I insisted he make the 5 min call he treated to phone the police and have me arrested. I never did anything, never swore, never made a threat (other than asking him repeatedly to just make a phone call), never touched the guy. Don't feel very welcome. Still awaiting them to fix the bill, but don't worry, when we left to check out, made us wait while they inspected the room. Checked out three other guests while they made us wait in the lobby. I've never felt so second rate in my life. The room was immaculate, we aren't the irresponsible party. So if you like to be charged improperly, and be treated less than everyone else, this is the hotel for you! For everyone else, I'd just avoid the grief and stay...