Have stayed a couple of times here and each time have been delighted by the friendliness of the staff. Rooms are clean and spacious. Food and service at the restaurant is very good. Hotel is easy to find and well situated for shopping.
- Leslie W
Slept like a baby
Great hotel for a business stay. It was quiet, staff was friendly, my room was spotless. It feels brand new! The beds were very comfortable, and they use full size shampoo etc so it’s very environmentally friendly.
- Trish H
Billed my credit card when I was told that it would NOT be charged (my company had set up direct billing)
Although this hotel offered good facilities at a reasonable price, their billing practices need to be improved.
I was told at check-in that the company I was traveling for showed as the direct bill for my room and that my credit card would NOT be charged. Upon check out I was told that my credit card WOULD be charged if I checked out then because the direct billing did not show on my room. The young woman said that she would fix it when the offices opened at 7am and that she would e-mail me a copy of my correct bill at that time. Well, it’s 8 days later and still no e-mailed, corrected bill AND my credit WAS charged when I was told that it would not be.
This hotel should make itself more easily accessible for contact from international travelers as it has no listed e-mail address on its website so I would have to pay international charges to call to try to straighten this out.
Charging a customer who has been told that they would NOT be charged with NO communication about that charge is poor practice.
Excellent customer service!
We just spent the night at the Coast West Edmonton, and were very impressed with the staff. The stay started off in an unexpected way, when we arrived at 8:30pm to find our room (booked through a 3rd party) was not available. Apparently there had been house keeping trouble (the hotel contracts another provider for their house keeping we were told) and many rooms were not ready. Bobby at reception was busy dealing with the wrath of many irate travellers, and she was still very professional and polite. She offered us all of the options available, and we chose to wait and hope a room became available later (the manager was working to have the rooms cleaned as quickly as possible), as we had a show to attend. We left our vehicle with luggage at the hotel and attended the show with hopes a room would be ready after it was finished. We were offered dinner at the hotel, but as we were leaving immediately for the show, could not accept. We were accommodated with a meal the next day, which was appreciated, and a very nice customer service gesture to compensate for the hotel room mix up. When we arrived back at the hotel at 11:00pm, a room was ready and we were checked in right away. The room was clean, and exactly as expected.
The staff in the restaurant the next day were also so friendly! I wish I had their names, but both were wonderful. The food was excellent as well, so definitely check it out if you are in the hotel/area.
It’s easy when things go smoothly. I think the test of customer service is when things don’t go smoothly. The front service staff was by herself fielding multiple angry customers, and still handled herself very well. The management was doing everything in their power to prepare rooms. All realistically available options for the circumstances were given. The hotel offered to facilitate cancelations between 3rd party booking sites, rooms at another coast hotel location were brought up as an option, or waiting for a room to be ready (with dinner compensation), which was estimated to be an hour wait. I know the hotel also held luggage for customers that did not have a vehicle to keep it in (as we did). I was able to freshen up and change in the lobby washroom (as were other patrons, as there were many people prepping for events), which was spacious enough and very clean. Realistically, there was nothing else to be done about the rooms. It was unfortunate that it happened, and hopefully the hotel can take measures learned from this incident to mitigate similar ones in the future. I am thankful they took the time to properly clean the rooms and upheld their rooming standards. I would have been more disappointed at a quickly thrown together room where I questioned the cleanliness.
Great value, great location, great hotel!
My daughter and I stayed here for 4 nights recently when visiting Edmonton for a family wedding. The location could not have been better! Close to West Edmonton Mall and so close to the Anthony Henday highway that made getting anywhere in the city less than 20 minutes! Hotel was clean and the staff was friendly. I was surprised though that there was no safe in the room. Not a real problem, though!