When I looked into booking a room and compared five or six hotel booking websites, all said $129 CDN for a room with one king sized bed. The hotel website said "for our best rates, call the hotel reservation number. So, I decided to call the number. When I telephoned I was told that the best rate was $129 CDN - I told the reservation clerk that I might as well have booked it through one of the hotel reservation sites because their rates were the same. I asked if there was a corporate rate because we had to travel to Edmonton to pick up my husband's permanent resident card at the Canadian Immigration office and he had already had to take two days off work to travel to Edmonton in order to do that. I was told that if I had an AAA card that I would receive a better rate. I said that we had a CAA card - I was then told that this particular hotel did not have CAA rates only AAA. I booked a room with one king sized bed for $139 CDN. When I returned to the hotel website, I saw the CAA card symbol that both AAA/CAA cards were recognized. When we arrived at the hotel, we asked again about the CAA card and the front desk clerk said, yes, they did accept CAA cards that the reservation clerk was wrong and that we would be given the rate of $129, again the same rate that the travel sites were booking at without a CAA card.
We were in the room about twenty minutes before the noise started - it sounded as though we were below a gym or bowling alley. When we telephoned to complain of the noise, the noise coming from the room above got worse. We telephoned the room above ourselves and they denied that they were making any noise. The quality of soundproofing between ceiling and floors is extremely poor!!! We then telephoned again to complain to hotel staff. We asked if we could be moved. We were told that we could only be moved to a room with two queen beds. When asked if we would have a reduced rate for this room because we had booked a room with one king sized bed, we were told "no, because "out of the goodness of their hearts, we had already received a complimentary upgrade to the room with the king sized bed". I said "what complimentary upgrade, we booked a room with one king sized bed and we were not willing to move to a room that was less than we booked without some reduction in room rate". She kept repeating that we got a complimentary upgrade to this room and I kept telling her that it was not an upgrade because that's the type of room we booked. I asked to speak to the manager and she told me that she was the manager for that shift. What could you have done to exceed our expectations - we could have accepted moving to a lesser type room if we had been given a significantly reduced rate for our inconvenience. All we got instead was excuses - that it wasn't their fault that teams were staying at the hotel, that they were full and couldn't move us anywhere else, and that out of the goodness of their hearts we were already getting a complimentary upgrade (which wasn't an upgrade or reduction in price, at all), etc. We ended up only staying at this hotel for an hour and a half and leaving, very disatisfied and frustrated that . We will not stay there again and we will not be recommending it to anyone that we know because the sound proofing between floors is non-existant and because your staff did not deal with the tenants above effectively in the first place, as well as not compromising on a reduced rate if we were the ones having to move to a room of lesser quality than we booked. I used to work at a motel and we never booked teams anywhere other than the ground floor where they wouldn't disturb other guests below them. As a hotel for business guests, this hotel rates very low due to the poor sound proofing qualities.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.