Nicole Carstairs

Review of West Edmonton Mall & Fantasyla...

We rented the Luxury Hollywood room for 1 night. I...

We rented the Luxury Hollywood room for 1 night. I booked online and requested a late check out. The day before our reservation I knew we would not need it (and since they charge you for it) I sent an email advising that we no longer required it and I also asked for a total of the room, fees and taxes. I got an email back from Norliza delos reyes, who confirmed the cancellation and that a second email would follow with the total amount of the room. Around 2pm I called the hotel to see if our room would possibly be ready earlier than 4pm. When I gave my name they didn t have a reservation for me. When I explained about cancelling the late check out he told me that they had canceled the ENTIRE reservation. Thankfully he was able to reinstate it and the same room was still available. We showed up at 4pm to check in and then were told that they would be charging my card for the room ($611) plus a deposit of $500. At no point in booking the room was I ever told about this deposit (the website just says estimated incidentals ). After arguing they took a deposit of $158 instead. We also added the Romance package which for $175 included champagne, chocolates, rose petals and a $100 dining credit to the L2 Grill. When we arrived at L2 we were told we needed a coupon and that it was only for a specific platter including steak and lobster. We never received the coupon at check in and I wouldn t have added the package if I knew this as I don t eat lobster. By this point we were so frustrated that we ended up walking out and not eating. When we woke up in the morning we had an invoice under the door which did not include the $175 package... they are VERY lucky they removed this charge as I was going to ask for it to be removed anyways . The room was actually pretty cool but would have been more fun if we didn t have to deal with the nightmare leading up to it.