I am deeply disappointed and outraged by this experience, and I am writing to demand accountability on the following three points: Unacceptable Breakdown in Emergency Communication: It is completely unacceptable that during a potential fire emergency, front desk staff were physically present but chose to ignore urgent phone calls from panicked guests. This is a severe breach of basic safety protocols. Total Lack of Accountability and Apology: Despite the double false alarms that ruined our night's sleep, neither the management nor the on-duty staff made any effort to address the affected guests, offer an explanation, or apologize for the massive inconvenience. Discriminatory and Unfair Compensation Policy: I traveled on this trip with a group of friends. After checking out, I learned from them that the hotel had proactively offered them a 15% discount as compensation for the disruption. However, because I pre-paid for my booking via Expedia, the front desk staff completely hid this information from me and offered absolutely nothing. Treating guests differently based on their booking platform—assuming that those who stay silent can just be ignored

Smoke alarm went off two nights in a row 2am and 5am.

Honesty worst experience ever for us .. fire alarm kept us up all night and even in the morning and bathroom exhaust fan has some dirty droplets on our head it’s disgusting . Exhaust fan doesn’t even work

Clean room helpful staff. Purchase mall and water park passes at the front counter to make your stay easier. Lines may get long at the front counter due to check in and purchases.

It was awful. An alarm started going off after 2 am. We were left with unknowns whether there was a fire or intruder…it was very scary. It went off for over an hour. And then again at 7:30 and 8am . It was very stressful and we did not have a restful night. It was awful, lack of communication.

Very happy with my stay

Every single person working here was so friendly and helpful. The theme room we had could use a refresh but it was really fun for kids. It’s too bad there are no amenities like a gym and a pool within the hotel. It was a great stay and we would stay again. Shout out to supervisor, Tal, for helping make our stay memorable.

We loved our stay. We got upgraded to one of the themed rooms for a really great price. The room was kind of cheesy but fun for families with young kids for sure. The beds and pillows were comfortable. Extremely easy access to west edmonton mall, so it was easy to go back to the room and take breaks as needed. We didn't didn't a lot of time at the hotel itself as we were busy with west ed activities, but highly recommend staying here if you can.

Great place to stay with the family! Everything you need in one place!

Within the mall.

Great trip … upgraded to adjoining room which was great with meeting family. Water park & Galaxyland were wonderful & not busy which was awesome.

Kids really enjoyed this trip! We appreciate everyone’s efforts at Fantasyland.

Great location

Everything was excellent: Room Food Staff…… It was good experience for me and my family ! That’s why isn’t the first time I went there!

Great overall experience. Clean room friendly staff and a hop skip and a jump to the mall!!

It was great just check in and see your room and then walk the mall in under one roof

professional services

Access to Mall is great.

Check-in an hour before check in time WOW. what a win Use the Valet, stress free parking at WEM, another win we did opt out of having our bags delivered to our room. Next time. The hotel was busy for the international minor hockey so a minor wait at the elevator, the room was clean and ready, with a custom greeting on the TV. If yo u have never stayed at this hotel highly recommend this experience

We stayed at the hotel from Friday to Sunday and experienced two different themed rooms: the Polynesian Room and the Space Room. The biggest issue throughout our stay was the elevators. They were constantly busy, and it seemed like staff, room service, and bellhops were all using the same elevators as guests. I really think the hotel should have a separate service elevator, as the wait times became frustrating, especially during busy hours. We also found it almost impossible to reach the front desk using the room phone. Every time we tried, the lines were busy, which wasn’t ideal when we needed assistance. We paid extra to upgrade to themed rooms, but honestly, the Polynesian Room wasn’t worth the additional cost. It feels very dated and in need of renovation. The room itself is quite cramped, and the lower bunk bed has an extremely low ceiling;even a child could easily bump their head getting in and out. The air conditioning vent blows directly onto the top bunk, making it uncomfortably cold for whoever sleeps there. We also had trouble with the curtains, as the blackout curtain was difficult to operate. On the other hand, the Space Room was a much better experience and ended up being our kids’ favorite. It appears to have been renovated, the bunk beds are much larger, and there’s enough headroom to sit up comfortably. It felt much more modern and functional. Despite these issues, the hotel’s location is fantastic and is really what makes it stand out. Being inside West