My mom and I arrived at this hotel and when we were ready for bed my mom turned down the blanket to find two little black bugs crawling around under the covers. We turned down the blankets on the other bed and found another bug. We called the front desk and when they came up they tried to tell us they're probably just threads. They told us they had no other rooms, so at 11:30 pm we had to try to find a new hotel in a city we have never been to before, on a long weekend. The next day we called to inquire about getting our money back and the supervisor said she would find out and call us back. A manager called back and yelled at us and told us there were absolutely no bugs, we were lying, there was no way we were getting our money back, and then she HUNG UP on me. I spent 3 hours on the phone trying to get our money back from a franchise that can clearly afford it. I would never stay at this hotel again, or reccommend that anyone else stay there.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
14 June 2011
On behalf of Management and Staff at the Holiday Inn Express & Suites Edmonton North, we sincerly apologize for any inconveniences you may have endured.
I am very proud to let you know we are trained in bug detection in all area's of our hotel by a very reputable local pest control company and all housekeeping staff are dilligent to keep management aware of any suspicious activity in all of our guestrooms.
With that said, your guestroom had been inspected by 4 staff members, who have taken the above training and there were no signs of any bugs, only dark pieces of lint. I clearly heard your frustration when you called and enquired about a refund for this incident .
I am terribly sorry for your scare and since your departure the guestroom has been rented multiple times with no complaints of cleanliness or bugs.
Yours in Hospitality,
Diane Fehr
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC