Upon check-in there was a lineup and signs at the front desk indicating a new computer system set up, so expect delays. Well there were definitely delays! I had a room in the tower and it was very bright and spacious. Nicely appointed. My parents had a room in the main building and it was like a dungeon. Dark wallpaper, chipped paint and baseboards everywhere. The bathroom was not wiped down or clean. The window did not shut all the way. My daughter had fun in the pool but the jets in the hot tub did not work. Another guest who was staying there mentioned that the jets hadn't worked in two years. I was only given one roll of toilet paper and when I realized at 7am, I called the front desk and was informed that housekeeping wasn't in until 9am. So I can't get TP (necessity) until later in the morning? Crazy! To top it off, our key cards barely worked. Both mine and my parents. I stopped counting how many times in 4 days we had to go to the front desk to get them re-keyed. My dad called the GM and left a message on day 2 and never heard back. Poorly managed and will not stay there again.

My cousin and I drove 42 hours from ontario and booked a suit in the sandman hotel in Kelowna bc on april 8th expecting a good night sleep to kick off our vacation after the long drive only to wake up to multiple tics crawling around in our beds. Manager on duty refused us a refund. I even brought the tic in a bag down to the front dest and they disposed of it and said they would “investigate”. She gave me her general managers card and told me to call him with my complaint and be on my way then proceeded to serve other hotel guests. Disgusting customer service and room. Never staying in this chain of hotels again and would recommend searching elsewhere for a hotel unless you enjoy bugs in your bed.

The hotel off of Harvey ave was renovated to make it look like its new from inside. All the renos were done to give the perception it looked new but the contractor should have been fired. The wallpapers are peeling off. Major cracks and water damage in the ceilings. Elevator from the lobby only goes down to the first floor so you have to carry your luggage up and down the flight of stairs. Toilet bowls are small for the average adult to use. Toilet tanks are so big and 1950s style, it takes 5 mins to fill. What happened to saving water and efficiency? Carpet looks like crap and needed to be stretched, probably better to replace since dirt and grime can hide easily in black colored carpet. Pillows are unnecessarily puffed up with no other options. From the outside, the front lobby door opens automatically but the second set of doors are really heavy glass swing doors. Not sure why they don't make them automatic or change them or keep them open during the day. Toilet was not cleaned properly. Bedroom doors have a 2 inch gap underneath which allows more noise rather than being sealed when closed. There is a newer tower version of the hotel at the back off of Enterprise Ave which looked better but they had our hockey team stay in the 1950s hotel. I guess they were worried our teen players were going to damage things which they didn't. Windows are single pane and there was lots of noise and air coming through. Crown moulding installed in the bedrooms to give the new look appearance but it looked awful, especially the installation. None of the moulding was installed properly or finished at the corners in any of the rooms. It smelled like weed for the 3 days we were there. I found out that this hotel also houses homeless people on behalf of the BC housing society which explains why lots of homeless people were hanging around the hotel. Parking lot is tight and people just park anywhere if they can't find space. Wifi info on the papers said to select the wifi name and enter the password they provided but when you click on the wifi name, it asks you to enter your name and email address instead which makes you then agree to accept Sandman's advertisements to be received by email...no thanks. I let the front desk know that the info they are providing is wrong about how to access the wifi and the lady said she knows and that I'm the only one who has brought this to their attention as a customer lol. Ya right! I spoke to other parents and they told the front desk the same. Kelowna city hall should shut this hotel down. Better yet, tear it down and build a new one.