Hotel Review of the Hilton
Whistler Hotel & Spa
Sep 9, 2010
Me: “of course, you won’t hear anything”
Gordon (start raising voice): and I want your word, if I received any
complaints on you guys again, you people have to leave. And I asked you
guy to “put up no resistance when I asked you to leave, there will be no
refund and I don’t want to hear any arguments from you guys!!)
Me: “I got your message, I promised you and I am deeply sorry about what
happened”
Gordon: (rudely): “Of course you are. Because of this issue, I have lost
many valuable customers, and some of them are long term customers. If it
wasn’t for me you guys won’t even be standing here now!! Now can I have
your words?!”(reached out his palm)
Me: (Shook his hand ): “Yes you have my words.”
Gordon: (turned away and walked toward elevator): “have a good nite”
Me: “You too, I am really sorry)
Gordon: (turned around and shook his arm): No, Sorry won’t cut it.
(start shouting angrily): !! You know how much I lost tonight?! I have
to refund all the customers who were affected, and I have to give away
free meal coupons. I lost thousands of dollars because of your inability
to control your own dog!!! Anyway, good nite!!!
10 minutes later, when my girlfriend walked out of the room, Gordon was
outside again and told my girlfriend that we had to leave because he
just got the senior manager’s permission to kick us out and he received
another complaint saying that “we keep walking around and making noise,
while he was trying to sleep four hours ago but could never done so
because of us”. Gordon refused to hear explanation from us and demanded
us to leave the hotel right away, threat to bring RCMP if we refused to
comply then took off. My friend went downstairs to find a resolution
because it was 11:45 already. Gordon refused to talk with my friend
instead sending Kim to speak. Eventually they agreed to let my family
stay because the dog issue had totally nothing to do us, but my family
had to leave without refund while Hilton would contact other Hotel to
arrange the transfer.
Again, I agree that my friend family should pay the price for their
mistakes. However, the way the manager deal with things and talked to us
was just unprofessional, disrespectful and absurd. Myself, working in
the service industry as a bank teller before, never heard my manager
shouting at the customer claiming because of their faults the bank
has......even when indeed the customer made a mistake. Luckily, I found
the level of service of Hilton right now before I start organizing group
events in this location. One thing I have to agree with Gordon, now you
not just successfully lose a valuable customer, a potential long-term
one, but tons of potentials customers I will refer this hotel. Think
carefully before making your decision
Management response from tlefkovi, Manager
Sep 11, 2010
I am sorry that circumstances during your recent visit required the
early departure of your friends and their pet. At the Hilton Whistler
Resort and Spa, we are open to receive pets and as a result, have very
specific pet procedures to ensure both pet owners and other guests are
able to enjoy their stay. These procedures are reviewed at check in with
all guests bringing pets and acknowledged through their signature at the
Front Desk.
The situation which you described in your correspondence was documented
with our Security Department. Due to the amount and severity of
complaints from other guests and compounded by a fully committed hotel,
we did not have any options to move affected guests or your friends.
I regret that this situation occurred but also recognize the need to
ensure the enjoyment of all guests.
I welcome the opportunity for you to call me directly should you wish to
discuss this further.
Respectfully yours,
Tom Lefkovits
Rooms Division Manager
Hilton Whistler Resort & SpaHotel Review of the Hilton
Whistler Hotel & Spa
Aug 31, 2010
We had reservations for 2 nites. Upon our arrival I mentioned this was
my B-Day and they upgraded our room to the top floor.The suite was
lovely! We have stayed at the Hilton in the past. The staff are always
smiling and there to please everyone.
Hotel Review of the Hilton
Whistler Hotel & Spa
Aug 31, 2010
Surprisingly this hotel was one of the cheapest we stayed in at 127CAD
per night. Note parking is extra at about 25CAD per night but my
understanding is most hotels in whistler village charge for parking.
We arrived into whistler at 5pm on a Saturday with no booking and went
to the Whistler visitor centre where htey have an accommodation booking
service which was very efficient and my understanding is that they get
quite a discount from the hotel which is why our stay was so cheap.
The hotel is located in the middle of the whistler village so it is a
easy walk to everything. We had a King suite which had a small kitchen
in it as well. the room was huge and the bed was incredibly comfortable.
The staff were also incredibly helpful and friendly.
Our trip was in August (summer) so not sure if the value for money would
be the same in Winter.
Hotel Review of the Hilton
Whistler Hotel & Spa
Aug 31, 2010
My fiance and I stayed here with another couple last summer on an
overnight get away and had a great experience. The location, first off,
is fantastic - step out the back of your hotel and you're literally at
the lifts and in Whistler village. We checked in 4 hours early and we
got both of our rooms right away, perfectly clea.
The rooms were a good size, very comfortable bed, ample sized bathroom
and a stocked kitchen area (which I didn't realize it would have).
Staff were all friendly, and we couldn't hear noise from any of the
adjoining rooms. What I love most about this hotel is that it's pet
friendly, and when we were there, some sort of dog convention was going
on - so lots of furry friends milling about!
The hot tub/pool isn't large but it's a good size and the waitress in
the bar/restaurant provided us with plastic cups so we could have a few
drinks in the pool.
All in all, absolutely NO complaints about the Hilton, we'd not hesitate
to stay here again, and at $99/night in the summer time, you just can't
go wrong! We can't wait to visit Whistler in the winter.
Hotel Review of the Hilton
Whistler Hotel & Spa
Aug 26, 2010
Great looking luxuries hotel. Few tiny issues we had: The pool closes
very early (10pm), and there were weird water splashing sounds during
the night from the walls in our room-- something wrong with the pipes.
It wasn't a huge deal, but I hope they fix it!
The pool, fitness center, sauna, whirlpool were great!
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