Hampton Inn & Suites by Hilton Lethbridge

We booked for a hockey tournament. The staff were friendly and the rooms were clean, and I didn’t have any problems myself. But several families had check-in trouble: although check-in was at 4pm, a few didn’t get their rooms until 5:30pm, and one room was double booked. One family only found out when their 15-year-old girl walked in and saw a strange man in the room. 😳 Don’t use the pre-check-in email option they send you. Head office sorted it out, but this should never have happened.

The room was filthy, with bugs everywhere, dust all over, food left in the fridge, and dried urine on the toilet. I walked straight out and told them we were leaving, but they still charged us for the night even though I hadn’t stayed. No manager was available to speak with. One star is too generous, it should be negative stars. Anyone staying here is risking their health and safety. Avoid this place whatever you do.

I canceled a week before my reservation and the hotel charged me a $128 cancellation fee. I explained what was going on and asked them to make an exception, but they refused. I booked through Expedia, yet the hotel said the charge was Expedia’s decision. That didn’t line up with what happened: Expedia sent an exception request to the hotel manager, who denied it and told me directly on the phone that she wouldn’t approve it. The hotel charged the fee, not Expedia. The hotel’s own policy for direct bookings allows cancellation within 24-48 hours, so charging me with a full week’s notice felt unreasonable. I spoke with Stephanie, the manager, and she wasn’t very kind or pleasant on the phone. The lack of accountability, poor communication, unwillingness to accommodate, and disappointing customer service will all factor into whether I stay again. Be cautious booking through Expedia.

Breakfast was delicious, served hot, and had a great variety each morning. The staff were incredibly welcoming and always ready to help with a smile, and the spotless, well-kept rooms made for a comfortable stay. I felt well looked after and would absolutely love to come back.