Good location, clean tidy hotel. Not very welcoming reception. Glad we only stayed one night.

My travel companion and I had booked a two day stay (June 4-6) at the Listel to end our stay in Canada after attending a conference. During a brief visit to Victoria, my friend became ill with a respiratory virus and we determined that it would be unwise to spend a day traveling to Whistler in the rain.

I called the hotel at 7:00 a.m. the day before we were to arrive and a young man on duty, told me that I could not cancel my reservation by telephone as I had made it on the internet. I found than unbelievable as I had seen nothing saying that and when I called to reconfirm the reservation a week before, the person (female) I spoke to made a point of saying “Just call us if you need to cancel or change the reservation.” I travel extensively and I have never had a cancelation refused by telephone. As access to the internet was not convenient at our location in Victoria, I asked him to please see if the manager would allow a cancelation by telephone. He left the phone for about 5-6 minutes. When he returned, he seemed to be giggling and said, “You can’t cancel anyway because it is less than 48 hours before your reservation.” I told him that I was unaware of that condition and thought it was unreasonable. I asked him to please see if that condition would be waived under the circumstances. At all times, I was polite and calm, although incredulous to what I was being told.

The young man left the telephone and I remained on “hold” for over 10 minutes. When he returned to the phone he seemed to have not intended to pick up my line and answered with the name of the hotel. I told him I had been waiting for him and he snapped back, “We’ll we’ve already charged your credit card for the entire amount of the stay and it’s non-refundable.” I told him that was entirely unreasonable and then I asked if he was saying I couldn’t cancel the reservation no matter what. He said the reservation couldn’t be cancelled. At that point he seemed to be laughing.

I was later able to access the internet and attempted to cancel the reservation. The message said “Please contact the hotel directly.” I sent an e-mail cancelling the reservation.

I then contacted Best Western, where the representatives were sympathetic and stated that the independently owned hotels set their own policies but they could try to contact the hotel management to see if the fee could be waived. No management personal could be reached at that time and they told me they would try later. When I returned Best Western’s call to me later, I was told that the Listel would not refund the charge and that “They said they would not issue a refund because the person who called was ‘screaming and yelling.’”

I had definitely not screamed or yelled at the desk agent and that is not my way of communicating even when most angry. My travel companion was listening to my conversation on my end and also disputes that statement. In any case, that would not be an excuse for an unreasonable charge.

I later found my printed confirmation papers and located, in the most tiny font available, language stating that entire stay would be charged if the reservation was not cancelled within 48 hours. I had not seen this. Nothing stated that reservations could not be cancelled by telephone. As my attempted cancellation occurred more than 48 hours prior to the second day’s stay, I’m doubtful that confiscation of the rate for the entire stay is even legal.

I wrote a letter to the hotel manager requesting reconsideration of the refund. Three weeks later, I have not received any response whatsoever. Not even the curtesy of a negative response.

If I return to Whistler, you can bet that it will NOT be to the Listel.

The hotel industry depends upon goodwill generated by its guests. The Listel does not seem to care about that.

Nice room with view.
Outside of hotel needs improving - bit dingy looking. Not easy to find in village - we had to ask at visitor centre in the end after an hour of driving around looking for it.
Breakfast not included but restaurant on site - can have continental which includes fruit/fruit juices/cereals, but if you have full cooked breakfast, no fruit juice included (have to pay extra for it).
Underground parking area for hotel guests only but this is also extra cost, otherwise, long stay free car park good 10 minutes walk away from hotel.

We drove to Whistler after getting off our cruise ship in Vancouver. The drive was spectacular, very easy to find Hotel with our GPS. Seemed like an older building, our room was facing the restaurant and somewhat the pool next door. We spent the weekend of a holiday and there was too much noise from college students. Noise was loud and constant until 3 am. The bed was confortable with plenty of pillows and free internet.
Overall okay, but dont know if we would stay again. Price was reasonable and parking was secured but tight, and it was extra.