Hotel and location are great. The management is abysmal!!
On check in, the clerk made an error and charged me 4 times the correct deposit.The clerk was very apologetic but was having difficulty correcting it. I was assured that this was their error, and it would be fixed by check out the next morning.
When I checked out, I had to call 3 times for the desk attendant to come out of the managers office I was told I would get the inflated deposit back in up to six days. Nothing had been done!
The manager was called out and seemed miffed that he was disturbed. He was arrogant and dismissive. He stated the same thing and added they hadn't actually charged me, it was a pre-authorization. If you buy gas, you know pre-authorizations don't take days to return the unused portion.
There was some debate, where he was very condescending, in which he blamed this booking agency, NOT TRUE, told me to talk to my bank and threatened to call security several times to explain it to me. I could not get him to understand that over billinIng was the issue. I just wanted the overbilled amout returned, as it was not part of the deposit.
In all of this, he never once accepted responsibility for the mistake, apologized, or offered some reasonable solution. These are the three basic tenets of conflict resolution and de-escalation. Abysmal fail!!
We will NEVER return to West Edmonton Mall Inn!!!
