JW Marriott Edmonton ICE District

The prompt customer service

The room was sold as 2 Queen beds and the beds were double beds

Location is great, rooms are nice as would be the expectation with a JW Marriott. Where the poor review comes from is with the overall service, from valet, to check-in to the service in the lobby bar. Arrived at 11PM on a Friday night. No valet to be seen, unloaded car and had to go in to find a valet. Very odd for a such a high profile hotel. Check in was fine, no issues. Asked what were the options to get a drink and have something to eat (again it was around 11:15PM at this time). Front desk said room service was avaiable. I advised we were with friends not staying at hotel so room service was not an option. He again mentioned room service was the best option (which was odd as i already said this did not work). I mentioned that the lobby bar was supposed to be open, and the front desk after looking confirmed it was open until midnight. Perfect, off to the lobby bar we went to have a drink and snack. This is where service went downhill. Hostess immediately came and and announced that last call was in 15 minutes. Which was odd as it was 11:20 at that point (last call at 11:35). She then asked what we wanted as she wanted to get an order in. We didnt even have menus at that point so asked for those which she then returned with 1. We ordered some drinks and appetizers. She then said 'i will have to check if the kitchen is open'. Waitress than took an order from our son (who is 18) by saying "hey sweetie, would you like a coke or a iced tea' - even though he was of age - not a big deal but more condescending behavior. Our drinks and food arrived (average but fine), and waitress asked if we could settle up - no about 11:40pm. We said fine as we were leaving after our drink and food anyway. Then another waitress came over at 11:50 and asked if she could poor our drinks into paper cups. I said no as we were almost done and it was still before closing time. She advised that 'she couldn't leave until all the wine glasses were accounted for'. We proceeded to quickly finish up as we were clearly not wanted there at that time. The second waitress came over again and asked if we were staying at the hotel. I said yes and she said 'oh i guess thats why you are here so late at night'. It wasnt even midnight on a Friday night. The oilers were not in town so it was likely slower than normal, however, at $400 a night for JW the service was poor and unprofessional. I have booked another night to watch the oilers where the room is like $750 - i have cancelled as i will not be returning to this JW.

Sunday morning breakfast option in one of the restaurants

We had the most wonderful stay at this hotel this past weekend. It is so easy to access the Arena next door and the amenities are great. The best part however is the wonderful Customer Service. From being met by Lucas the valet at the front door to the check in process with Keenan it was a great experience , friendly and professional. The hotel lobby bar is a wonderful place to chill , the food (steak bites) and other appys very well presented and tasted great. The best part of our experience there was our server Sarah (sp) SHe went out of her way to make us feel at home was always mindful of if we needed anything and was just a delight to every table. We would def recommend this hotel and will be staying there again in the near future.

Friendly staff, good location, nice food

Paid almost $1000 for one night for a room that wasn't so big and no shower caps in the bathroom

We prepaid approximately $5,000 for three rooms at JW Marriott Edmonton. When we arrived more than two hours after the stated check-in time, none of our rooms were available they had over booked. We are a family of twelve with small children (two families traveling together to celebrate New Years together). Note: there was only one Valet working (on NYE) and there was no parking available for our car either. What followed was a complete breakdown in service. Multiple staff members walked away from us instead of addressing the situation. Eventually, a manager spoke with us but offered no meaningful resolution. We were then moved to the Delta, a lower-tier Marriott property, without our consent, despite having paid specifically for JW Marriott accommodations. We were told there would be three rooms that would accommodate for twelve people. We arrived at the Delta around midnight, after walking through downtown Edmonton in freezing conditions when the pedway route was closed. Upon arrival, we discovered there were not enough beds for our group. Earlier that evening, we had been given temporary access to one JW Marriott room to change before a hockey game. We left two bottles of champagne in the minibar fridge. We called that night requesting the champagne be transferred to the Delta, they refused. When we returned the next morning to retrieve it ourselves, the champagne was missing. This stay involved:    •   Failure to honour prepaid accommodations    •   Dismissive and unprofessional staff behavior    •   Downgrading without consent    •   Unsafe late-night logistics    •   Inadequate sleeping arrangements    •   Loss of personal property This was not a luxury experience, or even a functional one. For a JW Marriott property, the gap between brand promise and reality was startling.

location

we could not get into our room and took the electrical mechanic a while to come up

The swimming pool.

very small room for their price, was hoping there’s a bathtub in our room but its just a shower.

We booked a last minute stay before an Oilers game. The location is super convenient for attending any event at Roger’s Place. Checking in and dropping the car off with the valet was smooth and all staff were polite and friendly. We were able to check in early and got to enjoy the pool and hot tub. The hotel had a Christmas scavenger hunt we did and had face painting for the Oilers game which was great. They also had a gift package for my son. Overall it was a fantastic stay. Looking forward to coming back.