The location if this hotel is excellent! About 2 minute walk to Whistler village, which is one of the reasons why we booked it. Also there was a promotion on it.
However, there were a couple of negatives to our stay. The check-in time is at 4pm, after a day of hiking we got to the hotel at 3pm. Out rooms weren't ready yet (we were a group of two couples), however we were told that we could park and come back at 4pm and the rooms would be ready. We expected that and were happy that we could park our car. We walked to the near village for a drink. When we came back at 4pm we were told that the rooms were not ready yet and we'd have to wait 5 minutes. After a long day of hiking waiting can get a bit frustrating. Finally we were called up to the counter and I asked the front desk attendant if we could have a later check-out since we had to wait to check in. She looked at the clock and with a condescending tone said 'Well it's just 18 minutes'. Yes, 18 minutes may not be a lot, but it's still time that we were paying for. I really did not appreciate her tone or her attitude. Check-in at the hotel is at 4pm and check-out is at 10am, that should be plenty of time to prepare a room. Throughout the whole interaction her tone was rude and it made us feel like it was our fault that the hotel was busy. After we got our room keys we were waiting for the elevator and the same desk attendant said, "Oh, by the way we upgraded you to delux rooms so...". I'm really not sure what that was supposed to achieve as it was said in a very condescending tone and it wasn't something that we asked for as compensation. I have to say that her tone did not make us very happy clients. Overall, the front desk staff can use an improvement in attitude.
The rooms are big, however, they can really use some upgrading. The furniture and fixtures are dated and my boyfriend thinks that there was black mold in the bathroom behind the baseboard.
I have to say that if it wasn't for the great location or the jacuzzi our experience would have been worse. We were happy to leave the next morning and next time we'll choose somewhere else to stay.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for your comments.
I'm so sorry to hear of your encounter at our front desk and that our service level was not acceptable. I will make sure to follow up with our staff to look into the situation.
I would love to make it up to you in some way. I will include my direct contact information below. Please feel free to contact me directly so i can personally take care of your return stay.
Thank you again.
Pinnacle Hotel Whistler
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.