Grand Villa Casino, located in Edmonton, Canada, offers a mixed bag of experiences, as highlighted by recent visitor feedback. While some aspects, particularly the dedication of certain gaming staff, receive high praise, other areas, especially customer service and facility management, are frequently cited as needing significant improvement.
For many patrons, the core casino experience, particularly at the tables, is a source of enjoyment. Several dealers have been singled out for their professionalism and ability to enhance the game:
Despite the positive interactions with some staff, Grand Villa Casino faces considerable criticism regarding its facilities and, more notably, the inconsistent quality of its customer service, particularly from management and certain frontline staff.
The casino has been described as relatively small, which can impact the overall comfort and flow, especially during peak times. A recurring complaint concerns the limited number of restrooms, leading to "quite long" lines, particularly on busy "hockey nights."
Several reviews detail highly negative experiences with staff members, suggesting a serious need for customer service training:
These incidents suggest a lack of respect and professionalism from certain staff members, leading some patrons to consider alternatives like River Cree Casino, despite the longer commute, due to its reputation for treating customers "with respect and kindness."
Grand Villa Casino in Edmonton presents a bifurcated experience. While the quality of table game dealers and certain bartenders stands out as a strong positive, fostering a fun and engaging environment, these highlights are often overshadowed by significant issues with customer service from other staff members and management. The facility's size and restroom availability also contribute to a less-than-ideal experience during busy periods. For an enjoyable visit, one might hope for positive interactions with the praised staff, but be prepared for potential frustrations with other frontline personnel and facility limitations.
I had the pleasure of attending a private event upstairs at the Grand Villa and we had a lot of fun playing at the tables! Lena, Rhea, May and Annabelle were excellent dealers but more importantly, teachers for those of us learning! They were experienced, very kind and considerate and these 4 women made the night even better. Also our waitresses were excellent. Unfortunately, I can't remember the girls' names but they were both pleasant, friendly and good at their job. Grand Villa has a great group with these wonderful ladies on their team!!
The casino is fairly excellent, however it is small and has few restrooms. During hockey night, the line at the washroom was quite long, and it only received three stars. We only came here for Oilers games, and we always go to the same dealer, Honey. We were astounded by how quickly and precisely she dealt while keeping the table interesting and engaging. I hope many dealers like her and that her boss recognizes her.
Very poor customer service experienced especially dealing with the manager John. Had something I didn't know wasn't allowed as it was my first time. I told them I'd throw it out..they said no and I kept getting interrupted by the manager repeating "have a nice day", in a dismissive and agressive tone..... this was him shutting down my words and direct feedback on this experience by the manager themselves. They're closing 15 minutes early now and giving me dirty looks. I told them not to worry I won't be back to give them my business. Didn't help just left feeling disrespected and hassled.
The old lady at the front help desk is absolutely useless at her job. She has a snarky rude and arrogant attitude.I asked for a manager and she stated she could get him but he probably couldn’t help either, which as soon as he came he was able to help in 30 seconds.Now the woman in the middle bar for afternoon shift, literally on her phone and my father asked for coffee to which she stated she didn’t have any and she’d have to make some but she just got here so she’s not making it. Also super rude and arrogant attitude.The security is super friendly though so I mean that’s the only area they deserve credit.Staff needs a serious training session on how to treat customers, especially older people.I will start taking my elder parents to River Cree, even though it’s a long drive from downtown but at least they treat their customers and players with respect and kindness!
I never caught her name but one of the lovely bartenders made me a lychee drink that i think about alot. it was instantly my favourite drink and i will keep coming back for it.She was also incredibly sweet & provided the best service!!! great vibes all around