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Business Profile

Hotels

West Edmonton Mall Inn

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:07/06/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On May 27th and 28th myself and my two children stayed at the West Edmonton Mall Inn in room 127. On May 29th as we were packing up our belongings to checkout we saw a bug crawling in the bed that my son slept in for two nights. We immediately evacuated the room with our belongings and reported the incident to the front desk where I was told to send a picture of the bug to the assistant manager *********** ****** (*************************) I immediately sent the picture and waited for a response.

    May 30 - after no response I followed up with another email to *********** ******

    May 31 - still no response so I followed up with a phone call **************** and told *********** ****** was off. Spoke with the manager and told a decision couldn’t be made until they received the results from the inspection

    June 1 - *********** ****** emailed me stating an inspection was done and it was determined there was no bed bug activity in the room. No apology or compensation was offered.

    I’m extremely disappointed I never received an apology or any compensation. I paid a total of $347.61 for my stay and would like to be reimbursed. As I have not seen a report from the inspection I cannot be certain there were no bed bugs. I also sent a picture of the bug to a pest control centre and they confirmed it looked like a bed bug. Even if it wasn’t bed bugs, we saw a bug on the bed my son slept in which is extremely unsettling. I also know bed bugs like to hitchhike so upon arriving home I had to take all precautions to ensure I didn’t bring them in the house and my luggage is still outside in black garbage bags because I’m afraid to bring it inside. I am requesting an apology and a full refund of our stay.

    Sincerely, ***** ****** ****** ************ ****** ***********************

    Business Response

    Date: 16/06/2023

    We took this complaint very seriously and contacted our pest control company. We received the following report that states "No bed bug activity noted during inspection." We will not be refunding to the guest.  

    *********** ******

     

    Customer Answer

    Date: 19/06/2023



    Complaint: 20154346



    I sent a photo of the bug to a pest control site in Calgary and this was their response 


    “Picture isn’t super clear so I don’t want to say 100 percent but it does look bed bug like”. 

    I am rejecting the response from the West Edmonton Mall Inn because even if they did indeed have an inspection done and there was no evidence of bed bugs the fact of the matter is we saw a bug crawling in the bed my son slept in for two nights which is extremely unsettling. It was very upsetting and disappointing that I never received an apology from management and I feel I should be compensated for what turned out to be a horrible stay. I except to be refunded for the two nights we stayed in the hotel. 

    Sincerely,


    ***** ******

West Edmonton Mall Inn is NOT a BBB Accredited Business.

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