We are staying at the Four points by Sheraton Edmonton Gateway for 2 nights Feb 15 to Feb 17. There are some great things about this hotel, and some needs improvement. The hotel is right off the highway, and isn’t very difficult to find. They have heated underground parking, which is great not having to freeze unloading and loading your luggage. Check-in was great, the morning/afternoon front desk staff was able to meet our request of a quiet room, and were very informative about the amenities and locations of things around the hotel. Our room was on the 6th floor. You will need to scan your key card in the elevator before selecting your floor, little bit of a hassle sometimes, but I guess it’s a good security feature. They have a 24hr coffee/tea station in front of the main elevators which is nice to be able to grab a coffee before heading to your rooms.
The rooms were modern, clean and spacious; they don’t have a regular closet but rather an armoire which enclose has a small closet, a fridge, microwave and a small coffee station; thus really opens up the whole room. They have dark laminate flooring in the entrance way of the room, which I found to be also a nice added touch.
Now to the NEEDS IMPROVEMENT
The pool is cold....plain and simple. If you like cold showers than this is the place to be. The hot tub temperature yesterday was warm; not as hot as you would expect it to be, but today Feb 16, wow....it was literally as cold as the pool. FYI...I don’t think the pool is heated, as they may claim it is.
I went to the front desk, and told them that both the hot tub and the pool were cold. They told me that there were 80 people in the pool/hot tub yesterday, and they needed to clean it, and refill it. I questioned them as to why it wasn’t filled and heated last night after 11pm when the pool area closes, or during the day when no one is using the pool and heat it up then??? No response provided.
The guy from the front desk came and checked the temperature and left. Nothing was said, noted or fixed. The two individuals at the front desk told me that the hot tub would be warm within an hour....and so we hung around and still after almost 2 hours and watching people get in and quickly leave, we finally left too. We went straight to the front desk and complained again....as so did another family. The front desk just gave us the same story, apologized, and said that the manager would get in contact with us sometime tomorrow. They put up a sign at 9pm saying that the pool and hot tub is closed for maintenance but noticed there are still families swimming at 10:30pm????.....apparently they don’t enforce their policy. Closed means Closed!!!
Overall the stay was good, but night/evening front desk duo is definitely lacking general customer service skills with regard to analytical and problem solving skills.
- Official Description (provided by the hotel):
- Everything You Need. Our 154 deluxe guest rooms offer the generous comforts of a master bedroom and oversized bath to help you feel at home. A spacious work area with commanding views helps maximize your productivity and comfort. Plus you’ll get plenty of free extras, like bottled water daily and High Speed Internet Access. ... more less
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- Also Known As:
- Four Points By Sheraton Edmonton Gateway Alberta