Sandman Hotel Edmonton West — Hotel in Edmonton

First and last time at a Sandman hotel sadly. This was a terrible experience from start to finish. First off during our check in the lady at the front desk was incredibly rude when she was checking us in. It honestly seemed like we were being profiled from the start for whatever reason. She made us pay an extra $100 deposit on top of paying for our hotel room which was already $160. I mentioned that neither Travelocity (which I booked with) nor the Sandman website warns that there will be an extra $100 deposit fee on top of the room. Especially when we are only staying the one night. To which the lady at the front desk told me in a snotty voice, that it wasn’t a fee but a deposit on top of our room fee that we will get back. I explained that it was still money coming off my card so that’s still a fee we weren’t told of previously and still has to come off my card. She then told me it does say on their personal website that there is always a $100 deposit on top of your room price. (I couldn’t find this anywhere on the sandman website or on Travelocity) I was also asked to give the name of my partner staying with me, which was fine but rather weird seeing as I’ve never had to give the names of everyone staying in a hotel room before. Especially when it’s just the 2 of us. (We travel and stay in hotels often, even as recent as 2 weeks ago and never have had this issue before) It really seemed like they were profiling us as criminals or something. We then got lost trying to find our room because the same lady told us it was in the 4th floor and the place is also a maze. We went back to the front desk to ask for better directions because we had gotten lost and couldn’t find this 4th floor. When we went back to the desk to ask for help and the same lady told us to keep walking and we’ll find it and reiterated, we were on the fourth floor. We were on the 3rd floor and there isn’t a 4th floor. Fast forward to later in the evening around 9pm, our tv didn’t work and we called the front desk for help. The same lady answered the phone and told us to try channels till we got something. We said nothing would work so she grumpily told us she’d send someone up and hung up the phone. Nobody ever came, we ended up giving up on the tv and watching stuff on our phones till we fell asleep. At 10:30am (check out is 11am) we got a knock on our door by cleaning staff wondering when we were leaving. We were about too but it was also 10:30 and honestly have never had someone at a hotel try and rush me out the door to clean my room before. Then at check out a new lady was there and asked us why we had a $100 deposit hold. Apparently just as we tried to reason with the lady the night before, we were not supposed to have that hold. And they only ask for $100 deposits for people staying 3 nights or more. So when I asked for help to rectify the situation at the beginning and was told I was out of luck and had to pay the deposit that wasn’t even true and I could have seen a manager and had something done about that. But I was told it was standard for everyone to pay a $100 deposit on top of their stay. So the new lady did remove it then for us as we checked out, but honestly the entire experience has left us never wanting to go back to a Sandman hotel again. Especially since no apology or attempt to rectify the situation was ever attempted. We were mistreated and in my opinion profiled for some reason and made to pay an extra $100 deposit on a one night stay that was already costing us $160 for the night. The rudeness and lack of customer service from the staff is ridiculous and not worth the price you pay to stay there. There are so many hotels to stay in this area, I’d pick any of those other ones before ever going to this...

SUPER LONG REVIEW. BUT WORTH THE READ!!! Long story short - this hotel is amazing and you should absolutely book your stay there!

I normally stay at a different nearby hotel when I come to Edmonton. However, my sister has spoke highly about this hotel multiple times, so I thought I would give the Sandman a go. I am so happy I did.

Not only is it conveniently located minutes away from West Edmonton Mall, it has a nice pool (no water slide) with a huge beautiful sitting area that feels like you’re in your own oasis at a resort. There is a nice gym overlooking the pool area and also a little spa/massage therapy, so you can pamper yourself with a relaxing massage after a long day of shopping at WEM.

The beds are SO unbelievably comfortable & clean with soft sheets, a really nice duvet & fluffy pillows. If you’re lucky you might get a room that has a balcony to the pool area.

Other than the cloud-like bed, the room is pretty basic & appropriate for the nightly rate. I do feel that house keeping could probably spend a few more minutes to observe and wipe down high traffic areas, however that is pretty minor considering my room was 100% free of any critters & the linen looked and smelled fresh.

The reason for my trip to Edmonton was for my mom to have a very major surgery at the heart hospital. It was a stressful and emotional trip in general, however the customer service me and my family received was something I have never experienced before and will never forget.

When checking in, it got brought up in conversation that we were there for medical reasons. The host at the front desk went above and beyond to ensure that we knew about the nightly medical rate available to us and made the changes to our invoice. Having the Sandman offer a medical rate made a huge difference in the overall cost of our trip which was already very expensive being we had to come from out of province.

When I was pushing the luggage trolly to our room, the general manager came out of his office to greet us, guide us to our room and said “here let me do that for you” as he took over pushing the trolly for me.

Megan and Junard did everything in their power to create a stress free environment for my family and I. The day of surgery they sent well wishes to my mom as we headed to the hospital. It honestly felt like we were family.

Surgery got cancelled that afternoon which meant we no longer needed to stay there for the remainder of our 9 day reservation. When we informed the hosts at the front desk about this sudden unexpected change, we swiftly accommodated, and weren’t charged a penalty or fee which was very relieving.

We are headed back there next week for the new surgery date & have booked a room at this location again.

If I could give this hotel 10 stars, I would. I was a flight attendant in the past so I have had my share of hotel visits over the years, but I have NEVER experienced anything as wonderful as my stay at the Sandman Edmonton West.

If you’re thinking of booking this location, DO IT. You won’t be sorry! You will experience incredible service & have a great night sleep in the most comfortable hotel bed you will ever sleep in.

Thank you to the team at Sandman Edmonton West! You guys are great and I will recommend everyone stay at this location when...

Where to start. Our previous stay, the room was dirty and appeared unclean. When reported to the staff, no other room was offered. Instead they offered a discount for next stay. They didn't record this discount for next stay as it wasn't able to be located.

This stay in particular was quite an experience. My mother in law was taking the train in from Edmonton due to ear problems with flying. We were coming from Calgary to meet her. In the midst of coming from Calgary, a snow storm hit the highway which made it nearly impossible to drive without concern. We had to stay in Red Deer. Upon contacting the hotel, we asked how we could pay a damage deposit given that we couldn't make it in person the first night but the mother in law would be staying there for the night without us. The only option given was a debit transaction rather than a Credit card because my mother in law didn't have one. Now the problem with this was that she didn't have any Money(20$) to her name. She was expecting us. She didn't receive her pension until the following day. Again, no other method to secure 100$ for damage deposit on a paid room was available. They made her wait in the lobby for hours upon hours. The manager at the time even rejected my credit card offer to pay for the deposit. They wouldn’t let me fax it, email it, take it over the phone or even go to a local Sandman to verify or collect. They basically told me nothing will do unless she paid debit.

While my mother in law waited in the lobby, she couldn't sleep after a 20 plus hour train ride due to all the noise from the local riff raff in the lobby. My mother in law is 71 by the way. 71 year olds are definitely known to damage rooms. obviously not. All the while, a lady comes in that got punched out by a elderly man and she's witnessing all of this. Thats when, I guess the hotel was embarrassed, let her in the room without the deposit. We assured them we would be in the following day/morning but that made no difference and we assured we would have a deposit the following day with her pension. We had 2 nights booked. Now, I get that they have policies and rules for reasons but they inevitably broke them to allow her in the room without deposit in the early hours of the following morning. So, they basically had the ability to make this happen in the first place and chose not to despite knowing all these details and knowing the situation.

I even went as far as to ask the service desk person if I could send them 100$, they could keep it and they stated that it was against policy to use their own forms of payment for rooms. That was declined by the co-worker/manager.

The service desk person tried everything in their power to make it happen but management nixed it completely. I suspect that this was due to the area in which it was located. Its not a nice side of town. Not all guests are scum by the way.

Needless to say, this will not be a hotel I ever stay in again. Nor will I visit any Sandman locations due to this. Very very...