We stayed here on our recent trip to the Vancouver Island. Here is the breakdown of our stay:
1. Rooms: We stayed in a deluxe room with two queen beds located on the first floor (beach level). The size of the room was quite spacious with a gas fireplace, beautiful wide windows that overlook the beach, a two-person soaker tub (which was amazing!) and two patio chairs on a small balcony. The furniture and decoration weren't anything to write home about but the small amenities provided in the room were appreciated - like the bath salts, candles, rain gear for two people in the closet, Hudsons Bay wool throw, binoculars, turndown service and Brita water filter and jug. We opted for this cheaper suite and did not upgrade to an upper level suite but we felt that our room was more than adequate for our needs. It was relaxing to soak in the two-person tub and watch the sunset from the window although at times it felt like the location of our room was not private enough for us to keep the blinds up. A few things we did not like about the room: (a) the walls are surprisingly quite thin for a hotel of this calibre. We could hear mumbling noises from our next door neighbour and people walking above our suite; (b) I have a personal pet peeve about shower curtains. I don't think a luxury hotel should use shower curtains because it feels icky and sometimes can smell moldy. I wish our suite had glass doors to our shower instead of shower curtains; and (c) there was NO wi-fi in our room. You have the option to plug in your laptop at the desk to access their free internet but we could not get on the wi-fi using our iPhones during our entire stay which was not only annoying but completely unacceptable for the price you pay at this place.
2. Service: Mediocre and below our expectations of a Relais & Châteaux hotel. Customer service provided by staff seemed forced, not very genuine and totally not memorable except for the fact that it was lacking in many areas. Yes, they do offer complimentary valet service when you drive up to check-in. Yes, the staff member who assists you to your room explains all the amenities offered at the hotel. But those are things that you expect from any nice hotels. We expected something much more and better for the reputation that this hotel has, as well as the price it charges for their rooms. I just have three specific examples of why we thought the service did not meet our expectations: Firstly, when we checked-in and was shown to our room, I asked the staff member who showed us to the room if slippers were available. He said he would check with housekeeping and arrange to have slippers brought to our room. We never got our slippers. If the hotel doesn't offer slippers, that's totally fine but don't promise something you can't deliver. At the very least, follow-up with the guest and inform the guest that his or her request cannot be fulfilled. Secondly, we had difficulty accessing the wi-fi from our room. We called front desk to let them know that we were having trouble and they told us they were working on the problem. A couple of hours later, we went directly to the front desk to ask if they had any updates on the status of the wi-fi problem we were encountering in our room. The female front desk attendant told us that they were still working on it. When I told her that it will be a problem for us if we cannot access wi-fi in our rooms later that night, she raised her eyebrows and shrugged(!). And we never got on the wi-fi from our room during our stay. Thirdly, my husband had called a few days prior to our arrival to make reservations at the Pointe restaurant at the hotel. He was told that there was no availability except for a 8:30 pm seating for two people. He explained that we would prefer an earlier seating but was told that the restaurant was fully booked. We were starving by the time 7 pm rolled around on the day of our 8:30 pm reservation. My husband decided to call the restaurant to ask if they had any cancellations so that we could dine earlier, he was told that the restaurant could accommodate us at that time. When we walked into the restaurant, we noticed that the restaurant was only about 50% full. It would have been a nice touch if someone at the hotel had made a note about our preference for an earlier reservation and called us beforehand to let us know that the restaurant could accommodate an earlier seating. Overall, this place needs to understand that in order to live up to the high reputation and keep guests from returning, it has to up its customer service and teach staff to pay attention to the details.
3. Location: Superb. Within walking distance to the beach, it is easy to just put on some rain gear and walk right onto the beach to enjoy the scenery.
4. Restaurant: Okay but not memorable. We ordered a bottle of an Italian Primitivo and was told after 20 minutes that they could not find it in their cellar. Nothing on the appetizer list interested us so when I inquired about whether or not they had soup, the waiter said there was chowder from the lounge or "vegetable broth". Again, this isn't something that we would expect from a Relais & Châteaux establishment. If you are planning to dine at the Pointe restaurant, try and come to watch the sunset or dine at lunch to really enjoy the beautiful views. Because we were not given an option to book an earlier seating, we missed the sunset and could barely see out the window in the dark. It would be nice to have spot lights or some type of lighting outside so that guests dining at the restaurant could see and enjoy the views in the evenings.
My husband and I are avid travelers and enjoy frequenting luxury hotels and resorts all over the world. We do not consider ourselves to be picky guests but we do pride ourselves in knowing what level of customer service to expect from a luxury hotel. For us, Wickaninnish Inn did not meet our expectations. Yes, the view is magnificent and Tofino is truly an amazing place to visit but in order to remain competitive and not disappoint their guests, Wickaninnish Inn needs to revamp their customer service and train their staff to provide the highest customer service to their guests. Customer service isn't just about opening doors for guests and greeting guests with a smile. It goes beyond that if you want to have a reputation for truly being a luxury hotel and provide guests with a memorable stay. We will definitely return to Tofino but we will try the Long Beach Lodge Resort next time.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for providing us with feedback of your recent stay at our Inn by way of Trip Advisor.
We were most disappointed to read that the service you received did not meet your expectations as all of our team members are provided with ongoing training which provides them with the tools necessary to ensure each of our guests are provided with a memorable and magical stay here at the Inn. We obviously fell short in providing you with the level of service, care and attention to detail that should have been delivered and for which the Wickaninnish Inn and The Pointe Restaurant have earned a reputation for providing to our guests. We can assure you that your experience is not the standard at the Wickaninnish Inn and please accept our most sincere apology.
It is our understanding that our Director of Operations, Christine Stocker, has attempted to contact you to discuss your experience but unfortunately has been unable to speak with you to date.
As we would truly appreciate the opportunity address your concerns personally with you, please feel free to contact Christine at 250-725-3100 or by email at firstname.lastname@example.org at any time.
Again, we are very sorry that we did not deliver on providing you with a memorable and enjoyable world class experience and look forward to speaking with you.
Guest Relations Coordinator
Wickaninnish Inn & The Pointe Restaurant
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.