We picked this hotel because it is close to other things on our agenda. We have stayed at other Holiday Inn locations before and were satisfied, this one seems to miss the mark. Service we have come to expect were not noticed such as coffee in the lobby or a local tv channel guide. It seems clean but not completely. I would not stay at this location again.
Hello monkeys138,
Thank you for your stay and feedback. Making our guests smile is what we work for every day. While we're grateful that you appreciate our location, I get that your stay was not as expected. I am sorry that you felt the services and amenities were not up to the standard.
I gave our hotel management the lowdown on your stay and I trust that they will take appropriate steps to ensure the upkeep and services will be on par with our guests' expectations.
As we enhance our services at our Holiday Inn West Kelowna, I hope you will allow us another opportunity to share a more positive experience in the near future.
Best Regards,
Alice P
Case Manager
IHGService
Stayed at the West Kelowna Holiday in for one night on November 22nd ... checked in around 5pm - smooth check in and the lady at the front desk was great. She was friendly ... nice to be greeted that way after driving in fog and freezing rain for a few hours. She gave us delicious cookies upon arrival - yummy!
It was a busy place as it seemed that there was a hockey team or teams staying also. But the sleep was not noisy at all ... we had a room by the elevator - didn’t notice any excessive noise of voices or ruckus during the night.
The pool and hot tub were great! My son and his friend enjoyed the pool and how unique it is with half being outside and half being inside. The hot tub is outside ... I enjoyed the hot tub, would have brought a hat or something as the air outside was chilly.
There is a DQ, Boston Pizza and the hotel’s restaurant for places to eat - all in walking distance. Also a Shell gas station in walking distance for any evening snacks.
It was a nice overnight stay!
The hotel is clean, great location and staff. Very convenient to airport, shopping,and downtown. Very nice continental breakfast and good service and great rate. Will definitely return and highly reccomend for anyone visiting the area or passing through.
I got there at 9 PM and David at the front desk was fantastic.As a Holiday Inn I expect a premium hotel. It looks like it need some renovations, just seems a little run down.
Internet was great, but it needs plugins at the desk and the bed side table. This was a first for me, as there was no coffee available near the front desk.
Holiday inn
Checked in after 10 PM. I wanted to have 2 Queen bedroom, but my room had one queen bed and 1 sofa bed. I called lobby, the guy in the lobby said rooms were fully booked, which might be considered as understandable excuse, since I am aware Hotwire wasn’t clear about what types of room I was going to get.
As soon as I walked into the room, I noticed the room smelled really bad. I told the guy in the lobby. His response was “what do you want me to do? I just told you rooms were fully booked.” I guess he presume that I was one of those kinds doing whatever they can to get what they want. I asked if he could call housekeeping. He said “they finished at 4 PM. There is nothing I can do for you.”, which might be truthful answer. So I asked “ is that your official response for my request? And should I just deal with the smell?” and he answered “yes, there is nothing I can do”
Later I also found,
Window curtain is too short which can’t serve its purpose. I can’t have privacy. I fell really bad for the inconvenience the guest who stayed in a room on 1st floor right in front of parking spot where I parked my vehicle might have experienced since headlights came on and off every time when I locked/unlocked my car multiple times.
I presume the guy in the lobby would give me same answer. Didn’t bother to call.
I couldn’t find button to turn off the fan in washroom. also could hear noise from next room.
I questioned myself for a moment “should I bother to call the same guy again?” And found an answer right away “no. It isn’t worth of my time.”
I guess my expectation was too high.
I wish I can select negative star rate,
But long story short,i will never come back to this place.
Thank you for reading. And I hope this could help some people.
1. You might be able to hear from their staffs or at least from one of their staffs “there is nothing we can do for you right now”. That could be quite new to some people just like me. I haven’t heard anything like that in my life from many different hotels/motels/inns/hostels all over the world. Don’t get frustrated. I wish he didn’t mean to ruin the first day of my vacation and after 8 hours of drive. I want to believe he was just being practical. Just deal with it as he advised.
2. Please be aware that there will be no housekeeping staff available after 4 PM. So check in before 4 PM and find out what you will need to get fixed to make your experience better.
3. Your window may not be covered. If you are sensitive about lights and privacy, please double-check with the inn, prior to make reservation or more importantly prior to make payment.
4. Ask staffs where all the buttons are, before you loose any faith on a staff working in hospitality business.
FYI. The dark spot in the bathtub is not anti-slip mat. It’s kinda burn mark or mold.
Dear hwoodkid.
Thank you for choosing Holiday Inn and for taking the time to provide feedback about your experience at the Holiday Inn West Kelowna.
I would like to start by apologizing to you for not meeting your expectations when it comes to receiving the best customer service we pride ourselves on. Please rest assured that I will have a conversation with the whole Guest Services Team to make sure they understand that our guests are our number one priority and that we strive to provide a solution for every concern/problem a guest might run into while staying at our property, which you unfortunately did not receive. I am taken aback by the rudeness of how our Guest Services Agent on duty handled your requests and this is something we absolutely take seriously, so thank you for bringing that to my attention.
As for the bathroom fan and curtains, I will send our Maintenance team into the room to make sure everything gets fixed so that the next guest can enjoy a peaceful, quiet, and restful stay.
Again, thank you for sharing your comments, and if I can be of assistance to you, please contact me directly at gsm@holidayinnwestkelowna.com.
Sincerely,
Julie Biesen
Guest Services Manager
