Comfort Inn & Suites — Hotel in Fort Saskatchewan

DO NOT STAY HERE!!! Book the Best Western across the street instead. Or anywhere else, really. Keep reading if you have any intention of booking this hotel.

I booked through a travel agency. I received confirmation of the jacuzzi suite.

When I arrived, I was told that the kitchenette I booked wasn't available due to water damage, and they would be "upgrading me".

Wait...kitchenette, I booked a jacuzzi suite.

Meanwhile, the upgrade was a standard 2 queen room...That's a downgrade, even if I had booked a kitchenette.

But wait...There's so much more.

I showed them the confirmation email for the jacuzzi suite, and asked if the room I originally booked was still available.

They told me that I hadn't paid enough money for the jacuzzi suite. Despite having a confirmation email showing both the booking and the price. They refused to tell me if the jacuzzi suite was available.

I asked to speak to the manager, but they were unavailable (and never would be).

With no other options, I stayed two nights.

Breakfast was terrible. I'm pretty sure the bacon was reheated by steaming or boiling it. It had the texture of wilted lettuce.

Let's not talk about pillows for the bed. If you line all 4 of them up in a row, they'll almost cover the whole bed...almost.

When I went to check out, I asked to speak to the manager, again. Still not available. But the manager would call me the next day when they came in.

Meanwhile, the hotel offered me a $10 discount for my trouble. They claimed it was a $30 discount, but that was because they were going based on their regular price, rather than the discounted price I should have received with my original booking.

I took the $10 discount and left, expecting to hear back from the manager the next day. I never did.

Meanwhile, my travel agent was working to try and resolve things as well. Every time they called, they were told that the manager wasn't in right now. Didn't matter what day of the week it was.

Eventually, I spoke to someone at the corporate office customer support. They promised to send me a cheque refunding 1 out of the 2 nights. At the same time, they informed me that, according to their records, I had booked the jacuzzi suite and the hotel had changed it. So the hotel flat-out lied to me.

I agreed to the refund.

I was then contacted the next day by the corporate office who informed me that they can't send me a refund unless I have a US address...Despite this being a hotel in Canada.

I offered to pick up the refund from a local hotel branch, but they declined.

They have offered me reward points instead. If I cashed in the points for Sobeys Gift Cards, it would be less than the amount they originally offered to refund me. And I am definitely not going to be using the points on a hotel room at any point in the future. So the reward points are kind of useless.

They said they would escalate my case to someone else and it would take a few days. I called back after a few days and was told that my case was never escalated.

I have fought with the hotel, which has a manager that never seems to be in the hotel.

I have fought with the corporate office who promises things and then fails to deliver.

I contacted the Better Business Bureau, but the hotel ignored them the same way they do any other customer concern.

So here's the thing. You might get lucky. You might stay at the hotel and everything will be totally fine. You'll have had a mediocre stay in a mediocre hotel, but it will be clean(ish) and the food will be kind of edible if you are selective.

But if you read a few other reviews, you will see that I'm not the only one with this problem. Others have had similar experiences.

And it's pretty much a guarantee that if you do have any problems, the hotel manager won't be around to solve them. And the customer service line can't help you unless you live in the US.

So seriously...Just don't bother. Find a better hotel. There's a Best Western across the street. I've stayed there....

If I could give this hotel a zero star review I would. I checked in on Saturday November 9th with my 3 children (9 months, 10, & 11) to have a “staycation” and enjoy sometime away from home for fall break. As a mom of 3 and currently on an unpaid maternity leave we have been very frugal with anything we do but this was a treat for my family to be able to do. We arrived around 1:30pm Saturday after getting an early check in so that we could enjoy the pool for a bit. I want to say that the pool was absolutely disgusting… not only was it murky and cold but was dirty and full of clumps of hair. There was a bunch of kids in the pool with no supervision and not a single staff member around to clean or provide pool towels. We enjoyed what we could of it and after going to bed around 10pm we were abruptly woken up by kids running and jumping in the hallways above us. My 9 month old was woken up and I tried for over an hour and a half to put him back down and he wouldn’t go down so I packed up all 3 of my children at 12:30am to bring them home to sleep as I wasn’t able to get him down after trying continuously since he was startled and woken up. The hotel told me they could “change my room” which at this point I am completely packed up and staying was not in the cards for me. I was told a manager would call me the next day. I called every day and told the manager is not in and they would call me. After 3 days of calling I got ahold of someone on Nov 12 that said they would call me back in an hr after talking to a manager.. after 3 hours of not hearing back from anyone I called again and she told me they didn’t care about what had happened and she wouldn’t allow me to speak with the manager and she would just email me and that they will not refund anything for the inconvenience because they allowed us an early check in at no additional cost. This is absolutely unacceptable for a company to not take accountability for the inconvenience that was caused and the fact we didn’t get to stay and enjoy the evening or the complimentary breakfast that was a part of our stay as we drove nearly an hour home that night. I would never stay with the comfort inn again because of their inability to relate to my situation or show any consideration and they have shared that it’s worth more for them to keep their $150 than refund me for the inconvenience and inability to stay because of one of their other...

The woman working the front desk when we checked in needs to find a new career path. I've never met someone so ignorant working a front desk job, and she was just as rude to the people around us. I requested to check in at 1, although I understand an early check in isn't a guarantee, we ended up showing up at 2:45, 15 minutes before check in. This hotel could not possibly be that busy given that it's in a small town outside of Edmonton. She told us we can't check in because it's not 3pm yet, I said I requested an early check in as we are in town for a 4pm funeral. She quite literally rolled her eyes and cackled at us and continued checking us in anyways, clearly showing she COULD check us in early but was choosing not to. She took her sweet time checking us in knowing we were on a time crunch for something quite serious, she even randomly called another room in the middle of checking us in over something completely unrelated. Didn't bother to tell us where our room was or anything, just handed the keys with a massive attitude. When she took my deposit I asked why it was so high for one night and she laughed and said "I don't know that's just what it is" She needs to be retrained, I've worked in a hotel for years and I've never encountered someone so unbelievably rude. Also, when we checked in there was a table that was clearly broken for a while, but the leg was placed under the broken part to just hold it up. Seems a bit suspicious to charge a $300 deposit for a $80 room then keep broken furniture in the room, clearly a set up to charge me for my stay. Luckily I took a photo as soon as we checked in with a time stamp to prevent this from happening. Overall considering we were simply there for one small night for a funeral, I'm disgusted by our experience. Absolutely would...