Metterra Hotel on Whyte — Hotel in Edmonton

This hotel is boiling!!!!

My family and I stayed at your hotel this past Saturday, having booked the Local Love package. This package included early check-in, late check-out, local business coupons, and a complimentary appetizer.

Unfortunately, our experience fell far below the standards we anticipated — both in terms of amenities and service.

Upon arrival, we were met by a front desk staff member who appeared visibly annoyed, did not smile, and spoke so softly that communication was challenging. When I inquired about our package inclusions, such as early check-in and coupons, he seemed unaware of the details. He mentioned that the manager was off sick and that they “might” be able to provide a charcuterie board instead — which never arrived.

Our first assigned room on the fourth floor was unbearably hot. After going back down to the front desk to request a room change, I was told the hotel was under renovation and there were known issues with air conditioning. While we were eventually moved to the eighth floor, the cooling was still insufficient — especially concerning for me as someone with MS. We chose not to request another room out of exhaustion.

The breakfast the next morning was disappointing: watery scrambled eggs and a carafe of hot water for tea that contained black specks (which staff acknowledged and replaced). This is not what one expects from a hotel of your caliber.

We had also reminded the front desk staff that we had a late checkout and asked specifically that housekeeping not disturb our room, as our teenage daughter was sleeping alone while we stepped out briefly. Despite this, she was woken by loud knocking and someone attempting to enter the room, which understandably frightened her. When we inquired, we were told that an email had been sent to housekeeping but that no follow-up phone call had been made. To add to the frustration, our room keys stopped working before the agreed 4 p.m. checkout, requiring another trip to the lobby.

In total, the issues we experienced included:

Lack of awareness or recognition of the Local Love package Poor customer service during both check-in and check-out Complimentary appetizer was not honored; alternative never delivered First room was uncomfortably hot; second was only marginally better Breakfast quality was disappointing; tea carafe contained mold Housekeeping disturbed our room despite explicit instructions not to Room keys were deactivated before our late checkout time

We were genuinely disappointed by the lack of attention to detail and the overall guest experience. For a hotel of this class and reputation, we expected much more. I emailed the manager directly in hopes that they will acknowledge these concerns and take steps to make things right — but it's been three days...

Disappointing, no, Met-terrible! This hotel came highly recommended, granted that was a few years ago. I arrived in the evening. The clerk came from the back, checked me in, and disappeared. If you don’t valet, then be aware the parking garage they share is two blocks away. Not the best when you’re travelling alone. When I came back through the lobby, the next time, no one came out. My room was at least 28 degrees and still heating. I turned the thermostat down from 22 to 18 degrees, but the hot air kept blowing. Odd. It definitely wasn’t 22 to start with, and the fan should have cut out when I turned the thermostat down. Maybe not immediately, but soon after. No change. I tried a few things, but it kept blowing hot air. Then I tried the TV. The remote worked but the TV didn’t turn on. I tried the power button on the TV, but it didn’t turn on. The TV was plugged in, so now I just felt dumb. I must be missing something. I opened the lagoon door to try to cool off the room to sleep, but even that didn’t work. I didn’t call the desk, it was already after 9, so that is on me. I had the worst sleep, it was unbearably hot. When I checked out the next morning the new clerk asked me about my stay, so I told him about the thermostat and that it was malfunctioning. He explained that it only blows hot in the winter and cold in the summer. Thanks, I’m familiar with the seasonal settings of an RTU, but it’s the thermostat that is malfunctioning. Then I mentioned the TV, and he almost stopped me to ask if it was plugged in. I know this because he said so. And that was it, he politely sent me off. No apology because all of this was somehow acceptable? Well, their lobby is nice, but everything else is a bit tired and needing some attention. The faucet spouts are too shallow for the basins, so the water doesn’t make it to the sink. The decorations are not in good shape. This hotel should probably rate in the 3’s. It probably used to be nice, but their attitude doesn’t make me want to return. I definitely would not recommend this hotel unless comfort and conveniences are not...

Location is good, has a variety of restaurants and shops on the same street and nearby. Relatively short drive to downtown.

They serve a complimentary breakfast from around 6:30-9:30AM, which is decent. Warm scrambled eggs, sausages, bacon, yogurt, oatmeal, pastries, fruit juices and coffee, etc. The staff are fairly warm and welcoming. They do bring you a bill during your meal to write down gratuity for the complimentary breakfast. There’s this one guy that works early in the morning (towards the start of the buffet) that places the bill at your table right when you sit down which is kind of off putting. Not the best experience to eat with a bill and pen in front of your food before you’ve even started eating.

Room is fairly spacious. Mine was facing the main intersection out front and it was quite noisy with sirens, snow plows, and car alarms early in the morning.

The washroom has a shower set that has body level jets and one bigger overhead shower head. There’s no instructions on the wall and that was actually pretty confusing to turn on/ off and manage the different jets. On the first night that I turned the shower off (back to the configuration that I originally found the room in), it was audibly leaking all night and was hard to sleep with the noisy water drip echoing through the washroom tiled wall acoustics. I left a note for hotel maintenance to come have a look. A staff member came the next day and wasn’t too familiar with it himself (had to play around with the handles and couldn’t clearly explain how to manage the operation of the fixture). He basically said that I should figure it out and if it doesn’t work just to close the door so it’s not as noisy - which is obviously discouraging.

There is a coffee machine as well, but when I looked at the water container it looked like it has not been cleaned for a while so I definitely didn’t use that throughout my stay.

They allow UberEats and other food delivery, but you have to pick up in the lobby since they don’t allow the delivery agents to go up the elevators.

Otherwise, a pretty...