Holiday Inn Express & Suites - West Edmonton-Mall Area, an IHG Hotel

The room was nice the a/c worked well. The breakfast was good.

The batteries in our door card reader died when we returned one evening. We thought it was the card went and got a new one still didn’t work. Front staff came up said the reader was dead they would send maintenance, ok no problem. Oh sorry he’s on his break you have to wait 30 minutes for him. So we had to wait for him to come back. I understand people deserve their break but my 2 children my husband and I paid very good money to stand in the hallway waiting. Then they sent us to the lobby so we’re sitting in the lobby he goes to our room but won’t go in because we had the do not disturb sign up meanwhile we’re sitting in the lobby being disturbed.

I want to commend Ms Novie and Ms Cerina for their excellent customer service - they worked hard to ensure we could stay in a disability accessible hotel room. I booked our stay using Booking.com, requesting a disability accessible room through the App. When we arrived, we didn’t have an accessible room. We talked to Ms Cerina and Ms Novie about how we would have to find a new hotel, since my Mom has a disability and can’t walk. Ms Cerina and Ms Novie worked very hard to figure out a solution - and found us an accessible room. We were able to stay! My Mom and ao are grateful to them for their care and attention and creativity to figure out a solution. Thank you Ladies!

I did not like that even though I searched for a room t through Booking.com that was accessible, and chose a hotel reservation based on that, when we arrived the room was not accessible. That was a big concern. (Thank you again to Ms Cerina and Ms Novie for solving the problem!)

The room was great. For a family of 5, there was enough space (2 queen beds and a pull-out couch). We loved the continental breakfast. The hotel was very clean and neat. The location was fantastic. We had a great experience.

We booked the room through Booking.com and when we arrived the front desk staff member told us we were booked at a different hotel. We showed her our confirmation email and she said that isn't us, that hotel is down the street. We then searched for that hotel for an hour and when we got there they said we didn't have a reservation there. Luckily, we got in contact with booking.com, who told us our reservation was at the first hotel, but the hotel had inverted our name. Booking.com was great and they figured out the problem quickly. The rest of the staff and the manager were good to deal with.

I like how modern the hotel is. Very beautiful and spacious. The location is close to everything! Walmart, tim hortons, edo... are all right behind this hotel and superstore and west edmonton mall are 5 minutes away.

One of the staff was nice. He helped me with the elevator when my card wasn't working. He was also at the front desk during check out- very kind and welcoming. The other staff were very rude. We approached the front desk and they were speaking their language- they made sure to finish talking to each other (in their language) before looking at us- stood there for about 2mins watching them. The blanket that was in our room for the pool-out bed had a fresh stain on it- looked like pizza sauce! I called the front desk & a guy brought us another blanket. The guy wouldn't look us in the face or talk to us, he had a frown on and did not even say anything when I said thanks for bringing another blanket.

So clean and fresh scented everywhere, even the elevator always smelled fresh, and that's rare. The room was spacious, comfortable, and cozy, loved the shower, and the bed and sofa were comfortable. As it was extremely cold out, having a heated underground to park in was a big win. Breakfast was really nice with good variety. We loved the buttermilk biscuits, the omelets, sausage, and hashbrowns, last but not least they make a decent cup of coffee and I am picky about my coffee and it's good enough for me to drink 4 cups at breakfast. All the staff were very pleasant and helpful.

The stupid extremely cold weather, but ya can't blame the Hotel for that, lol.

The room was extremely clean and the beds were comfortable. The breakfast was great with a range of hot and cold options. It was very helpful to have the busiest times posted in the elevator as I planned accordingly. I was also able to store my luggage after check out in a back room. The people who assisted me with this were very gracious even though it was several hours of storage. Also, when we spilled on the sheets shortly after arrival so requested new ones, they were immediately provided - despite staff clearly being very busy. The location was also excellent - I walked to West Edmonton Mall, and have several family living close by which made it easy to see them. And there are numerous stores and restaurants in the immediate vicinity.

I can't think of anything.

I liked how comfortable the beds were, and how close it was to the west Edmonton mall, as that's where we did most of our activities with our kids. I liked how friendly and accommodating the staff was.

just half of the breakfast foods, I didnt get a chance to check out the hot tub.the bacon tasted fake and the heinz ketchup wasnt heinz it was frenches in a heinz bottle. the eggs could have been better. the hashbrowns should have been cooked a bit longer. but the pancakes were good and the rest of breakfast was good

Breakfast was good but a bit bland. Food was warm, but not hot. Very few options for hot food as well as general variety. Would be much better with slightly more options like rice, crepes, veggies, etc.

Pillows were too big and soft. Wish there were different size pillows to choose from. Not sure what the cleaners did when they came in for the daily cleaning except toss our stuff around. Garbage was not emptied, towels/supplies not replaced or replenished, room still messy. Swimming pool is very small and designed for kids. No hot tub or sauna. Towels no where to be found. Game room requires you to pay to no play...why???

Breakfast is great, location of the hotel is great,

Our hotel was not cleaned at all from the previous person who stayed in that room. When we first arrived inside our hotel we saw pubic hairs on a towel in the bathroom and pubic hairs in the tub. The pressure of the water in the shower was very low, very poor shower pressure. It was very hard to take a shower in there.

It’s nice that it’s easy to get to off of highway 16, and that it’s close to the mall. Lots of parking. very efficient staff, good standard Holiday Inn breakfast buffet. Pool was nice. Has a modern feel.

I think the “King” bed is shorter than a King should be. I’m not very tall, and I could touch the bottom with my toes, so not as roomy as I would have liked, but maybe that’s standard for hotel beds.