Four Points by Sheraton Edmonton Gateway — Hotel in Ellerslie

Our recent experience at the Four Points Hotel conference room left us deeply disheartened and utterly disappointed. What was meant to be a joyous celebration of my mom's 50th golden birthday turned into a nightmare due to the incomprehensible behaviour of the manager, Farid Janmohamed.

A minor accident, where the smoke alarm was accidentally triggered, resulted in the manager aggressively berating my family and our guests. Despite our attempts to apologize and explain the unintentional nature of the incident, the manager's response was shockingly hostile. Not only did he demand payment for fire department fees, but he also insisted on charging us for the inconvenience caused to all the rooms that requested discounts – an absurd and unjustifiable demand, especially considering no harm was done; it was simply a false alarm with no fire and no injuries.

The manager's demeanour throughout the ordeal was beyond unprofessional. Instead of showing understanding or offering a warning, he chose to treat us with disdain and disrespect, as if we had intentionally caused a disturbance. We were scolded like children, deprived of the basic courtesy and respect that paying customers deserve.

I remember rushing to my dad's side as I noticed the manager growing visibly angry. Without any introduction or exposition of his role, he began to yell at me as well. I initially responded, "I'm sorry, I apologize for..." However, he wasted no time cutting me off and shouting, 'No more apologies! We cannot accept your apology! This party needs to end right now! I won't leave until it's shut down.'" This was shocking as we have been nothing but compliant.

What hurt the most was the callous disregard for the significance of the occasion. We were celebrating a milestone – my mom's 50th golden birthday – a momentous event that we will never be able to recreate. Despite our pleas for just 30 minutes to allow my mom to at least blow out her birthday candles, we were abruptly shut down with no warning and forced to leave. The manager showed no empathy or compassion, only a relentless focus on monetary compensation.

Our 90 guests, several of whom travelled from outside of Edmonton specifically for this occasion, were left bewildered and disappointed by the abrupt end to our celebration. Painstaking months of planning and eager anticipation were tarnished by the hotel's callous mishandling of the situation.

As paying customers, we expect to be treated with dignity and understanding, especially in the face of an unfortunate accident. Instead, we were met with hostility and disdain, leaving us with a bitter taste and a sense of profound disappointment.

Ultimately, what should have been a once-in-a-lifetime celebration turned into a distressing ordeal, leaving us feeling profoundly disrespected and disillusioned by the Four Points Hotel and its staff. It's a day we will never be able to reclaim and will forever grieve. The callous apathy and unprofessionalism of the hotel management was disheartening as they prioritized assigning blame over extending basic hospitality in our...

First the bad. It started off poorly when I had to request our booking be resent via email to us with the proper room rate. After three resends, the number of persons was still wrong as it only showed 1 person althought the booking was for 3-4 but I was advised that would not be a problem at check-in. Then were told when we checked in that the room with two queen beds that we had booked were all taken because the hotel was full and that they hoped that that was ok with us. We were given a king and pullout. Neither my wife nor I can sleep on a pullout due to our bad backs so needless to say, our nights wre restless. It appeared that the reservation indicating 1 person was likely the reason we only had one set of towels in our room - we had to go down to get the other sets. Then we ordered our breakfast to be ready at 6:45am the next morning for pick-up. I waited 45 minutes till 7:30 standing at the restaurant entrance and not surprisingly the order was a mess. No forks, eggs were not done as per request, we were charged for toast that we didn't order, there was a hair in the eggs benedict etc etc. Of course we did not find this out until after we got on the road to where we had to be in 15 minutes. We have always believed in giving second chances. The breakfast the following morning was only 10 minutes late but the order was correct as was the amount. I learned that the manager had alerted teh restaraunt to the previous mornings problem with the 45 minute wait. When we checked out, we were not asked how our stay was which is rare, so I didn't say anything. I was asked if I wanted a hardcopy of the bill emailed and I elected for the email so I was told the full amount, which sounded about right but I was not shown a copy. While walking away I decided then that I would not be returning to this hotel.

Now the good. I called in to report the error and it was fixed immediately. I left something in the room and it was found for me immediately whcih was a...

We chose this hotel so that my Mom could visit West Edmonton Mall and for my Graduation and so we could fly out of Edmonton. Location, shuttle service and price ultimately were the deciding factors, although in hindsight we wished we had looked for one that also included breakfast. Rooms are beautiful and clean, and very modern.

We were in room 204, and although there are train tracks and the airport nearby, it was very quiet. Room included a mini fridge, microwave, and safe. Also lots of drawer space for longer stays and the large desk made it easy to work. Also, all of the outlets for plugging in electronics are mounted on the top of the night stands and desk for ease of access. Large HI-Def. screen, and lots of lighting. There is also a separate sitting chair, and a luggage rack for unloading. Beds are soft and comfortable. The one reading lamp though over the chair is attached to the main hallway light, which makes it difficult if one individual wants to stay up while the other is in bed although the lamps can be adjusted to point over each of the beds which alleviates that challenge. There is a lack of hanging space for towels in the bathroom, and you have to use a tremendous amount of the shampoo and conditioner.

We did have a small issue with the cards which stopped working after the first night stay. Also, although they say coffee is available 24 hours, when we woke up at 3:00 am to get ready for our shuttle there was none available. They did make some, but we had to wait 15 minutes. Our only other small issue which relates to the previous, is that all of the coffee in our room was decaf coffee. Not much to eat in within walking distance of the area either, and the hotel restaurant is a little pricey so you will have to drive to find decent / inexpensive food.

Would definitely recommend if breakfast is not a concern, but would like to see that added in the included amenities, although it is available at...