Ratings based on 984 Verified Reviews
4.3 Room cleanliness
4.4 Service & staff
4.3 Room comfort
4.1 Hotel condition
Expedia 亿客行 Verified Reviews
by A verified traveler
Posted Jun 1, 2024 on Expedia
I had to listen to a child screaming and a mother locked out of the room for 20 min at 10::30at night
Then even after she got in the kid was always screaming
Rooms are defining sound proof
by A verified traveler
Posted May 30, 2024 on Expedia
Good
Comment from Hotel Management
May 30, 2024 by Guest Services, Hotel Management
Thanks Vincent for the rating - it's greatly appreciated!
by A verified traveler
Posted May 30, 2024 on Expedia
No complaints
Comment from Hotel Management
May 30, 2024 by Guest Services, Hotel Management
Thanks Louise for the rating - it's greatly appreciated
by A verified traveler
Posted May 28, 2024 on Expedia
I was not told that they only clean the room after 3 nights.
No one came to change towels or stock coffee or leave clean glasses or cups. When I asked they said i should have told. Then I was told that if i need a makeup room to request it, so I request after 2 days and they did not show up.
I WILL NOT STAY AT THIS HOTEL AGAIN, even though i stay here numerous times in the past. New policy i was told, they can keep their new policy
Comment from Hotel Management
May 29, 2024 by Guest Services, Hotel Management
Thank you for taking the time in providing your valuable feedback regarding your stay at the Royal Hotel West Edmonton. Although it is never pleasant to hear of any issues on the part of our guests, this feedback does allow us to discover shortcomings and make improvements.
by A verified traveler
Posted May 28, 2024 on Expedia
Stepped a few feet into the lounge to watch the Oilers overtime goal With my 12-year-old son, and was yelled at by the bartender because he was under age and standing in the front entrance entrance. She then proceeded to berate me in front of my son and other guests and the desk manager.
Comment from Hotel Management
May 29, 2024 by Guest Services, Hotel Management
Thank you for taking the time in providing your valuable feedback regarding your stay. Although it is never pleasant to hear of any issues on the part of our guests, this feedback does allow us to discover shortcomings and make improvements. I apologize for our failure to provide the level of service you expect and deserve. Your comments has been discussed with the department heads and associate responsible, and I am confident you will see a marked improvement in your next visit.
by A verified traveler
Posted May 28, 2024 on Expedia
Very few breakfast items and taste wasn’t very good, we opted to skip for the other times. The room doors needed a few scans to get in and often had to be shoved to open.
Comment from Hotel Management
May 29, 2024 by Guest Services, Hotel Management
I am sorry to read about your most recent stay experience with us. It is not typical of guests to experience such encounters during there stay with us. I have shared your feedback with my team for immediate follow up. I am confident you will see a marked improvement on your next stay with us.
by A verified traveler
Posted May 28, 2024 on Expedia
Check in took a very long time
Comment from Hotel Management
May 29, 2024 by Guest Services, Hotel Management
I am sorry to read about your most recent stay experience with us. It is not typical of guests to experience such encounters during there stay with us. I have shared your feedback with my team for immediate follow up. I am confident you will see a marked improvement on your next stay with us.
by A verified traveler
Posted May 28, 2024 on Expedia
I called the day ahead of arrival asking for an early check in as I was arriving into town early. They said call back on day of arrival. I couldn’t as I was traveling. So I arrived 3 hours before check in and asked if I could check in early. They didn’t even check if my room was ready and told me check in was 3:00. The hotel was not close to being full and didn’t let me check in. I would’ve loved for them to be more accommodating. Most hotels will be.
Comment from Hotel Management
May 28, 2024 by Guest Services, Hotel Management
David - Thank you for taking the time in providing your valuable feedback regarding your stay at the Royal Hotel West Edmonton. Although it is never pleasant to hear of any issues on the part of our guests, this feedback does allow us to discover shortcomings and make improvements.
by A verified traveler
Posted May 27, 2024 on Expedia
On a street full of hotels, pick any other one except this one. Unless you enjoy stress, incompetence, and being lied to.
My experience:
Getting locked out of my room for 1hr because the staff either programmed the card wrong/just kept giving us new cards to try, to then be told the door battery is dead and we couldn’t use the room anymore. Having to pack up all our things and move rooms at 10pm to the last room they had. Asking for a late check out for the trouble and being told no, wake up early and call the morning staff to get late checkout. Going to bed late, then waking up early to call for late check out for 12noon (which they agreed to) but then having a housekeeping lady barge into my room at 11am and ask why I’m not checked out. Why I didn’t call the front desk.
Then talking to the manager and her not apologizing instead her implying that it’s my fault for having the key next to my phone that deletes the data somehow.. which totally contradicts everything the other lady told me the night before about the lock being dead. The manager then tried to sell me on that because it was a “king bed” instead of the “queen bed” I booked that it should be compensation enough for all the struggle and inconvenience the hotel put me through. Finally the manager stating that because I went through Expedia, that Expedia would have to facilitate the refund on my behalf that she would accept.. that after I went through the steps she denied. She simply didn’t want to deal With me.
Comment from Hotel Management
May 27, 2024 by Assistant General Manager, Hotel Management
Jasmine - I was disappointed to read you did not have a positive experience while staying with us. Cleanliness, quality working order and service is or top priority at Royal Hotel West Edmonton and we take all feedback very seriously. I have shared your concerns with the team and will be making adjustments. In order to make amends, I will be contacting expedia to authorize them to issue you a full refund. Once again I do apologize and I do hope to see you and your family in the near future
by A verified traveler
Posted May 27, 2024 on Expedia
Great staff
Comment from Hotel Management
May 27, 2024 by Guest Services, Hotel Management
Thanks for the rating - its greatly appreciated!
