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About
3.5
#4 of 6 hotels in West Kelowna
Location
Cleanliness
Service
Value
We’re located off BC97 Highway, minutes from downtown Kelowna. Take a tour of Mission Hill Family Estate Winery or spend the afternoon at Gellatly Bay Waterfront, with a beach, park, and scenic walks. Experience the beauty of nature with a hike at Glen Canyon National Park. Enjoy our indoor/outdoor pool, restaurant, and large meeting space.
Star ratings are intended to indicate the general level of features, amenities, and services to expect. This property is classified according to Giata.
Places to stay are graded on a 0-100 scale. The higher the grade, the easier it is for travellers to find restaurants and things to do within walking distance.
If I could give 5 stars alone for Stacy at the front desk, then I would. She was incredibly pleasant and helpful and absolutely a dream to deal with.
The room was alright. Clearly hadn't been vacuumed properly and there was mould where the tub meets the floor. The bed was comfortable enough and the hotel was very quiet so I was able to get a decent night sleep. However there was no microwave so I had to order in instead of eating my own food, and half the channels on the TV didn't work, which isn't the end of the world but was a bit annoying.
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Date of stay: December 2020Trip type: Travelled solo
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from IHG Service, Owner at DoubleTree by Hilton West Kelowna
Responded Dec 26, 2020
Hello 3alicat, Providing the best hotel experience begins with excellent service. It has always been our pleasure to assist our guests in whatever way we can. Thank you for choosing to stay with us and for taking the time to leave us feedback. I am happy to hear that our front desk, Stacy was able to provide a great service and left a lasting impression on you. I am sorry that we were not able to meet your expectations with our room amenities. I am taking note of your feedback about the microwave and the TV. Your feedback about the room upkeep has been noted. I will make sure to let the hotel management know and to make the necessary improvements needed. I hope we get the chance to serve you again and create a better experience for you in the future. Warm thoughts, Deborah R. Case Manager IHGService
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Was in one of the suites and the furniture us showing its age as is the jacuzzi tub (or maybe just better cleaning). Outside hot tub and indoor outdoor pool is nice. Ran out of toothpaste and clerk was not able to live up to holiday inn promise.
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Date of stay: February 2020Trip type: Travelled on business
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from HIWK2569, Front Office Manager at DoubleTree by Hilton West Kelowna
Responded Feb 25, 2020
Dear 480gordons, Thank you for the review! I am happy to see you were able to enjoy our indoor/outdoor saltwater pool, and our hot tub which is located outside. As per my personal email to you, again my apologies for not having toothpaste on site as we are currently awaiting the shipment from the US. Thank you again for staying with us and we hope we can welcome you again in the near future. Sincerely, Julie Biesen Guest Services Manager
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My husband and I with twin 5 year old sons recently stayed at the Holiday Inn to attend a family wedding. The room was great and very clean although we missed having an in-room fridge (only 3 rooms apparently have fridges). The catered functions (wedding and gift opening) had excellent food which was instantly replenished. At one point one of my sons went missing (a nightmare for all involved) and two staff physically went running from floor to floor to look for him (he ended up in an elevator - a novelty to him - and didn't know which floor to get off on). The staff was tremendous!! Do Not Disturb signs would be nice as we had cleaning staff kept interrupting us while getting ready for the various functions. The pool was great and the exercise room a nice addition (be sure to get keys for the machines from the front desk). Overall however, a great stay!! The staff could not have been more pleasant and helpful.
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Date of stay: August 2004
Value
Rooms
Cleanliness
Service
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
This was our last stay on our vacation, and unfortunately the very worst. The hotel looks moderately clean from the outside, but the inside revealed a much worse scenario. The signs on the door state mandatory masks while inside, but none of the guests were wearing them, the front desk staff were not, and all of the cleaning staff had them slid down around their necks. Incredibly unfriendly staff as well, walking around like zombies. The cleaners on our floor were coughing in the hallways and in guest rooms with no masks. The hallways were disgusting, stained and dated. I felt like we were in the basement of an industrial factory. The floor hadn't been vacuumed once in the 2 days we were there. Our room was dirty, and our fridge was full of rotten boston pizza leftovers. Tried to use the vending machine, it was about 20 years old and half empty, with the floors garbage can overflowing with rotten garbage. We paid $355 for two nights, and this hotel is worth maybe $90 / night. I brought up my concerns to the front desk manager, and all they said was "Sorry". Even if there wasn't a pandemic, this hotel should be shut down for health concerns. Holiday Inn customer service contacted me and is refusing to do anything except apologize, barely.
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Date of stay: August 2020Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from IHG Service, Owner at DoubleTree by Hilton West Kelowna
Responded Sep 18, 2020
Hi corym819, Thank you for choosing our hotel for your West Kelowna travel. I appreciate your feedback about your stay. We strive to provide exceptional service and uncompromised convenience. I'm sorry you experienced issues with the hotel's cleanliness, mainly with hallways, room, floor, fridge, and garbage cans. I also read your thoughts about our mask policy, staff service, and the vending machine. I can see these dampened your visit. Trust that I alerted our management about this so we can make the necessary changes to better our service. We appreciate your feedback about your stay and looking forward to your next travel. Many Thanks, Rein D Case Manager IHGService
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This hotel is very rundown and unfortunately very dirty. The staff were wonderful and friendly, however the actual hotel is a dive. My mother had booked this hotel online after seeing it was given 4 star reviews and Holiday Inns are usually a safe bet, but It was not what we had imagined, once we arrived.
The rooms were large, but had absolutely no sound barrier between the walls and hallways. I usually don’t mind or notice sound while staying in hotels, however it was a very loud stay.
The carpets had stains throughout the entire 4th floor hallway. Scuffs and stains all over the walls and doors as well. The actual hotel room also felt uncomfortably rundown. The bedding seemed to be clean, and the beds were comfortable. But the bathroom was honestly pretty gross, and the shower curtain needs to be changed ASAP.
I have stayed at other hotels and AIRBNBS in Kelowna that I would 100% recommend before recommending the Holiday Inn West Kelowna, especially while charging $200 something a night.
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Date of stay: August 2020Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
We have stayed at this hotel previously and were pleased. However, this time we were disappointed. The room needed a good vacuum, particularly around the edges of the beds. The tub filled up ankle deep with water during a short shower and didn’t drain until we were out of the shower for a few minutes. In addition, the shower curtain had mould along the bottom. Won’t be back!!! :(
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Date of stay: September 2020Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Stayed Sept 12-15. Was very disappointed to see the hotel management not following their own Covid guidelines. Signage making masks mandatory for staff and guests in public places. Management explained poorly worded signs, that they are only Recommended. Management also told parent company IHG, that all those not wearing masks have medical reasons. Beware, if you believe this could be a safer location. It is not. Also rooms are not serviced due to Covid (understandable) but not explained during check in. Waited 3 days for garbage to be removed from my room. Never happened.
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Date of stay: September 2020Trip type: Travelled solo
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
The staff were very attentive, cleanliness was excellent very happy. always greeted when entered of left the hotel. parking very good easy to get in and out of west kelowna and only 15 minutes to kelowna. always offered my dog a treat which i really appreciate
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Date of stay: May 2020
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Steven M, Front Office Manager at DoubleTree by Hilton West Kelowna
Responded May 5, 2020
Dear R, Thank you for your review! We absolutely love welcoming dogs to our property, and having treats behind the Front Desk gives us the opportunity to get to know both the dogs and the owners :-) I am very pleased to see you had a great stay while exploring the West Kelowna/Kelowna area, all while being surrounded by happy and friendly staff. Thank you again for staying with us and we hope to welcome you again in the near future! Sincerely, Julie Biesen Guest Services Manager
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Absolutely disgusted Bloody sheets. Bodily fluids.hair everywhere dusty. I will never recommend this place again. And all during the covid pandemic when a clean environment is a must !!!! Never again holiday inn
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Date of stay: May 2020Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Steven M, Front Office Manager at DoubleTree by Hilton West Kelowna
Responded May 5, 2020
Dear T2408IOdavel, Thank you for submitting your feedback on your most recent experience at our property. I would like to start by offering my sincerest apologies to you, as there is never any excuse for not having the rooms at 100%. We will be reviewing your feedback with all the departments involved to make sure that a situation like this does not repeat itself. Thank you again for your feedback and please know that you can always reach out to me personally at gsm@holidayinnwestkelowna.com if there is any more details you'd like to disclose. Sincerely, Julie Biesen Guest Services Manager
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I arrive at the Westbank Holiday Inn at 2:50pm on July 30th 2006. While I stand and wait at the front desk, neither of the staff chooses to look up and greet me. I eventually ask if I may check in. At this point I am told that my room is not going to be ready until 4pm. I express my concern and let Front Desk know that this is an inconvenience and a waste of my time. However, it did not matter to either of the ladies at the Front Desk.
I decide to leave the Westbank Holiday Inn and come back later with my luggage. The Front Desk did not offer any assistance to store my luggage, or any means of compensation for my inconvenience. In fact the woman at the Front Desk looked at me, rolls her eyes and says, “What do you expect me to do? I could cry about it if you want?” At this point I left.
At 5pm I return to the Westbank Holiday Inn only to learn that my room is still not ready. Now my guest is annoyed with Front Desk and the continued inconvenience. The room was promised to be ready for 4pm. I ask to see the manager, however he is not around. I ask for the phone number of Customer Relations however, I was given the wrong number.
I eventually locate the number for Customer Relations at Intercontinental Hotels Group (ICG) and call from the lobby in front of the Front Desk. ICG Customer Relations quickly takes action with the Front Desk once ICG finds out I have been waiting 2hrs to check in and I was calling from the lobby of the hotel. Suddenly the room was available in 5 minutes!
Again, I stress that it was now past 5pm and my room was promised by 4pm. The Front Desk offers no means to compensate me for my inconvenience. Not even an apology. Yet when I confronted Front Desk about an apology, it was given (somewhat too late in my mind if I have to “ask” for one.)
It was not until ICG instructs the Front Desk to offer a free breakfast that any sort of compensation or acknowledgement of the inconvenience is made. A small gesture, but I am willing to take it as a peace offering at this point. However the next day while at breakfast I discovered it is not a free breakfast for two; it is a $20 coupon towards a breakfast!!!
This “lack of service” from Front Desk continued during my two night stay. When the rooms were made up, the maids just threw the comforter over each bed (see pictures attached). I called ICG Customer Relations again because I could not get through to Front Desk, only to express my concern that I can not get any resolution from the Front Desk or the Manager. During each incident I asked Front Desk to leave a message for the manager to contact me. However, I never heard from the Manager during my 2 nights / 3 day stay.
I spoke to ICG Customer Relations three times during my stay and finally ICG apologized to me on behalf of the Westbank Holiday Inn. ICG could not believe that the Manager did not come to see me to resolve the issue in person, as per hotel policy.
In conclusion, ICG promised to resolve the situation and contact me at a later date. I stressed to ICG that I enjoy staying at Holiday Inns; however, I would never under any circumstances stay at the Westbank Holiday Inn again. Not even with a free nights stay. Therefore, my suggestion is that if you choose to stay at the Westbank Holiday Inn, do so with caution and bring the ICG Customer Relations number with you! And if you need to call, ensure to get a reference number to keep track of the complaint and follow up.
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Date of stay: July 2006
Value
Rooms
Location
Cleanliness
Check-in / front desk
Service
Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Hi Swarmhive, What requests that specific it would be best to phone the hotel direct. I understand the importance of your requests, I have a family member that requires that type of room also. Good luck
There are more places to choose from in the West Kelowna area.
PRICE RANGE
C$198 - C$235 (Based on Average Rates for a Standard Room)
ALSO KNOWN AS
holiday inn kelowna sw-westbank hotel west kelowna, holiday inn westbank, westbank holiday inn
FORMERLY KNOWN AS
Holiday Inn West Kelowna
LOCATION
CanadaBritish ColumbiaOkanagan ValleyWest Kelowna
NUMBER OF ROOMS
77
Prices are the average nightly price provided by our partners and may not include all taxes and fees. Taxes and fees that are shown are estimates only. Please see our partners for more details.
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DoubleTree by Hilton West Kelowna - UPDATED Prices, Reviews & Photos
Frequently Asked Questions about DoubleTree by Hilton West Kelowna
Which popular attractions are close to DoubleTree by Hilton West Kelowna?
Nearby attractions include Paynter's Fruit Market (0.3 km), Westbank Museum & West Kelowna Visitor Centre (0.9 km), and Landmark Cinemas Encore West Kelowna (1.0 km).
