Coast West Pizza & Steakhouse — Restaurant in Edmonton

We were given breakfast vouchers from the hotel as an apology for a housekeeping mix up. I was traveling with my 2 young kids and they were excited to use our vouchers for a nice breakfast the next morning at the hotel before we left.

When we arrived at the restaurant around 9:45am the restaurant was empty. The man standing there on his phone looked over and said we could sit wherever we like. He was pleasant and came over after we were seated.

I showed him the vouchers and his demeanor immediately changed. He took the vouchers from me and walked outside the restaurant to (I assume) the front desk at the hotel. When he returned, he said angrily "ok, 2 eggs, bacon, hashbrowns, toast. Do you want coffee?"

I said yes, please, and the girls will have juice. He was muttering about how juice shouldn't be included and how the "damn new management of the hotel" needs to scratch that off the voucher. My kids started getting upset at that point because he was being so gruff and MEAN.

I said excuse me, we were given this gift as an apology for some sub par customer service from the hotel, and now we're receiving even worse customer service from the restaurant?

This man had the nerve to stare me down with hate in his eyes and snarl that "CUSTOMER SERVICE HAS NEVER BEEN AN ISSUE IN HIS RESTAURANT". I replied, ok, show us good service then!

He walked towards the kitchen swearing at us under his breath, but loud enough for me and my kids to hear.

I stood up and said we were leaving. He stormed back towards us so aggressively and SLAMMED our vouchers down on the table and yelled "IM NOT YOUR SLAVE!!" My kids and I all started to cry. We were terrified.

We hurried out into the lobby of the hotel where he continued to follow us yelling over and over that "HES NOT OUR SLAVE!! HE DOESN'T WORK FOR FREE!!!"

There were other customers and staff that witnessed the screaming and crying in the lobby. The front desk lady was so visibly shook, as were we. She pleaded with us to wait while she called management of the hotel. All I wanted at that point though was to GET OUT OF THAT HOTEL AS QUICKLY AS POSSIBLE.

I took my kids up to the room and we frantically started packing up.

The manager from the hotel was at our door in less than 10 minutes of the incident, apologizing profusely for the restaurant owners behavior.

On the way home I received a call from the Radisson's VP of Operations with a sincere, heartfelt apology, and a promise to refund our entire 2 day stay. I have yet to receive the refund, but am hopeful it will process soon.

Bottom line:

The hotel is experiencing some pains as it was recently acquired by the Radisson and they are working to bring it up to Radisson standards. All the hotel staff we encountered were top notch, from the cleaning staff and security, front desk, management, and VP. They were quick to resolve issues and kind while doing so.

The restaurant is a cancer to this new management's goals and has 1 year left on their contract. The only thing that will solidify a rejuvenation of this property will be to add an entirely different restaurant who's goals align with the values of the Radisson.

In my humble opinion, give this hotel a shot, but order food in, or go out to eat and 1 of the many nearby...

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