Holiday Inn Express & Suites Edmonton N - St. Albert by IHG

Reviews

• AS

  Amanda Simpson

  Jul 1, 2026
  1.0
  Peace, quiet and professionalism are not here.. They put children on floors on top of people with medical conditions who ask for a quiet room on reservation When we complained to the evening front desk we were told Quiet is only after 10 pm. Sleeping is not an option. The noise kept us up all night. .the running in the hallway. The jumping and smashing above us kept our dog very uncomfortable all night. It turned out to be 3 rooms above us with uncontrolled children. The morning front desk lady was even worse. When I told front desk we did not sleep due to noise she told me she doesn't sleep either. Very unprofessional and uncaring. At that point I told her she was very unprofessional as she ignored us while trying checking out. She was too focused on giving direction and discussing other customers to her staff. She actually said to me that she didnt see me there. But the worker she was directing said good morning to me. It was unreal Instead of reducing our room rate (since we didnt sleep and thats what the room was for) We were not there for vacation. We were there for life threatening illness for our dog. She pushed ihg points on me. I told her we do not have ihg hotels where I live and she just bullied me into taking the points with an attitude suggesting the points fix everything. There was no talking to her. So instead of staying another night we drove all afternoon and evening home. This hotel is only for irresponsible parents to let their children disturb the peace of the dying
• RB

  Randi D B

  Jun 26, 2026
  5.0
  Like the light scent when entering / exiting main entrance
• AS

  Alin Soria

  Jun 19, 2026
  1.0
  I would like to express my disappointment regarding the treatment my daughter and I received during our recent stay. My husband and I were traveling separately to Edmonton and arrived at the hotel in two different vehicles. My daughter and I arrived first, and after contacting my husband, I learned he was approximately 20 minutes away. Understanding that the hotel requires identification and a credit card at check-in, I approached the front desk and asked whether they could temporarily hold my ID and credit card until my husband arrived, without placing a hold on my credit card. I explained that I preferred not to have a pre-authorization hold placed on my card due to the time it can take for funds to be released by the bank. The front desk agent informed me that this was not possible because the hotel could not assume responsibility for holding my identification and credit card. While disappointed, I understood the explanation and sat in the lobby to wait. A few minutes later, I witnessed another guest arrive to check in. When asked for identification and a credit card, she stated that she had forgotten her wallet at home and only had her phone. The front desk agent brought in a supervisor, who asked if she had any form of identification available. The guest again stated she had none. The supervisor reviewed her information and then informed her that they would make a "one-time courtesy" exception and allow her to check in. At that point, I approached the desk and respectfully asked why an exception could be made for a guest who had no identification or payment method available, while no accommodation could be made for me despite having both valid identification and a credit card in my possession. I was told that the other guest had stayed at the hotel previously and she had a dog in the car waitingfor her. I explained that my concern was the apparent inconsistency and fairness of the situation. I also offered alternative solutions, including using my DEBIT card for the incidental deposit, recognizing that the hotel requires a form of security for potential room charges. However, rather than working toward a solution, I felt my concerns were dismissed. The situation escalated when the General Manager joined the conversation and began explaining why the other guest was being accommodated. During the discussion, I was told that if I had simply agreed to the credit card hold, there would not have been an issue. Additionally, the front desk supervisor interrupted me while I was speaking because another guest had approached the desk, leaving me feeling unheard and disrespected. When I advised the General Manager that I intended to leave a review regarding my experience, he responded that I was welcome to do so because he had security footage showing how I had treated the staff. I found this comment particularly concerning, as I was simply attempting to understand why different standards appeared to be applied to different guests and why no reasonable accommodation or courtesy could be extended to me. What was most disappointing was not the hotel's policy itself, but the inconsistent application of that policy and the manner in which my concerns were handled. I was left feeling that my daughter and I were treated unfairly, and that my legitimate questions regarding guest treatment were met with defensiveness rather than customer service. I hope IHG will review this situation and consider whether the standards applied that day were fair and consistent for all guests.
• TT

  Tricia Townsend

  Jun 14, 2026
  5.0
  Clean comfortable and great staff like Lina at the front desk! What a great hotel. The breakfast was amazing as well.
• SC

  Steven Cusson

  Jun 7, 2026
  4.0
  UPDATE: After posting my review, the General Manager, Navneet Singh, personally reached out to me. He took the time to listen, acknowledged that the situation should have been handled differently, investigated the matter, and offered compensation for the inconvenience. While the stay itself was disappointing, I appreciate the professionalism, communication, and effort made to resolve the issue afterward. Because of the way management handled my concerns, I have updated my review. I hope the improvements discussed help prevent future guests from having a similar experience.

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