Holiday Inn Express & Suites West Edmonton-Mall Area by IHG

Reviews

• JA

  Joy “Joyous” Andrus

  3 days ago
  5.0
  We have had an absolutely wonderful time visiting the hotel. The staff are very friendly, happy and helpful everytime we saw them or needed assistance. Feels like we are leaving our new friends behind. Thank you to everyone who helped make our stay feel safe, welcome and accepted 😊
• HH

  HCS Hui

  Jul 29, 2026
  5.0
  This is a well maintained facility. We stayed here on July 21-23, 2026 and loved the suite that was given to us, a lot of space. We used the underground parking garage and it’s a plus with the high temperature outside. Breakfast area was well maintained with 3 dedicated staff. Of the two elevators, only one was working. It would be nice if both are running. We will definitely come back to this hotel again.
• AA

  Alex

  Jul 25, 2026
  1.0
  I'm very dissatisfied. I booked a room for 4 days, the price was $156 per day, but then at reception I asked to extend my stay for another day. He said yes, of course, no problem. But later I checked my credit card, and it turned out they'd charged $354 for one day of stay. I was outraged - why weren't they notifying me about the double price increase? They replied - we always notify. If they had notified me, I certainly would have refused to stay at this mediocre hotel for $354 per night - it's absurd. This was my last stay there. I do not recommend it.
• DS

  Dale Simmons

  Jul 22, 2026
  5.0
  I am extremely upset with this stay. I accidentally thought all the extra channels were free, so I ordered every single one—623 channels—and now the front desk is trying to charge me $6,500! I am beyond frustrated that they refuse to refund this mistake. That said, the stay itself wasn’t a total loss—honestly, the toilet in the room was fantastic, and for that reason, I’m giving it 5 stars.
• RB

  Ryley Button

  Jul 14, 2026
  3.0
  The room itself was spacious, clean, and had a nice, large bathroom. The room had good air conditioning and sunshades that actually block out the sun unlike many hotels. Around the rim of the toilet was the only part of the room that wasn’t clean when we arrived. It was nice being so close to the mall. The major issues we had with this hotel was the payment and billing. Upon arrival they pre authorized my credit card for the full room stay amount of about $800 which is standard practice and we expected. The day before we checked out, which I didn’t know until after checkout, they put through another pre authorization for over $550 plus an actual charge of $250. The day of checkout they slipped a receipt under our door showing the room was paid in full, so we just dropped the keys off in the drop box and left. About half an hour after we checked out I received a call from the hotel and they claimed my credit card hadn’t gone through. I was confused by this and asked how that is possible if they pre authorized the card. They informed me that for whatever reason they had released the pre authorization after the third business day of our stay. Having worked in a hotel for over 6 years I have absolutely no idea why they would possibly release a pre authorization. We drove back to the hotel to try to settle the bill and they presented us with a bill for $500 since apparently they charged my card for a third time for $250. When I arrived at the hotel I checked my card and saw that there was over $1300 of pre authorization charges still pending on my card and since the card has a low limit they had almost maxed it out. We waited an hour while they tried to figure out what had gone wrong with the billing and we never really got an actual answer as to what went wrong. I informed them we still had to drive back to Regina from Edmonton that day and we wouldn’t be waiting around any longer. I told them they can wait until the pre authorization funds are released and then charge my card. They said they would charge it the next day on Friday, but I asked them to wait until Monday to allow a few days for the funds to come back. They seemed to have ignored my request and charged the card again on Sunday instead. Thankfully the first pre authorization had been refunded by then. Now they have overcharged my card by an extra $100, I’m assuming they forgot to take off the damage deposit when they charged my card again a day before I asked them to. Edit: We spoke with the general manager Shirley, she was apologetic and helpful. She resolved the billing issues and apologized, and explained the situation.