I had booked with a groupon. My understanding was that the Fri/Sat we booked were the final dates of the groupon. When I checked out I was dinged with $35 for one of the nights as it was a blackout date. When I questioned this I was told the website for the groupon had it wrong and they had later changed the dates. I did not know that. The woman checking out beside me had the same issue, but they creditted it back to her as she complained that she booked her room the same day she booked the groupon, whereas I had booked after the dates had been changed on the website. When I originally viewed the groupon it said the dates were included and that's why I ended up buying the groupon. Didn't think i should go back and see if the terms and conditions had changed! That's not good business practice. Buyer beware!
The place is a bit shabby and probably better for younger groups in their 20s.
The worst part of the service, however, was that we had very little heat and the room was downright cold. The small heater is completely inadequate given the high ceilings. I called down and had to convince reception that no, I wasn't looking at the air con, it was the heater, and had it full blast for an hour and a half and still the room was cold. She kept telling me to wait another 15 minutes and explained that the building was built in the 70s so the heating system is baseboard. Asked if we could switch to another room but was told they were all full. Finally she offered "we could look at loaning you a space heater but I think they're already all booked out for tonight". A-ha! So this is a known problem. We did end up getting a space heater, thank god, and throughout the weekend saw numerous guests walking space heaters up to their room or returning them. I didn't like that a space heater wasn't immediately provided knowing guests were having problems. The space heaters provided are the cheap type that suck energy like crazy, which is completely contradictory to the sign in the bathroom asking guests to respect the environment by re-using towels. They also made the room very dry. I hope with this review the hotel will consider upgrading their heating system as it is in desperate need.
On the positive side, I appreciated that pets were allowed ($28/night) and the bed and bed linens were comfortable. Organic toilettries. Internet included and worked well. Also appreciated that on check out we were advised we could continue to park until 4 pm.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for writing to confirm that our beds and linens are comfortable, that we have organic toiletries, free internet that works very well, and complementary extended parking. I also appreciate you taking the time to write about the other less than positive issues regarding your stay with us.
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On your first point that coupon you purchased was not valid for your entire stay; we provide coupon companies with rooms rates and dates for specific periods. They then sell the rooms based on that agreement. You purchase the coupon through a third party and not directly from the hotel. These rates and dates are programmed into our hotel reservation system and cannot be booked for the dates that are not valid for the coupon. When a person tries to book a room outside of the valid dates they are told at the time of booking that the coupon is not valid for those dates but as a hotel courtesy the value of the coupon can be used as a credit for dates with higher rates. If the terms and condition of the coupon were not clear I suggest you contact the third party coupon company and inform them of your concern.
I am not aware of which room you stayed in. I do know that when you were in Whistler it was a very cold for Whistler. Whistler and all of British Columbia were experiencing an arctic outflow. This is a rear weather condition that happens once every five to ten years and blows extremely cold north wind down from the arctic. The heating in our rooms are adequate for this cold weather. The situation was that all our rooms have fireplaces and many guests were using their fireplace for the ambience it creates. Because the exhaust flue of many fireplaces were open in extremely cold weather; the heat from a number of rooms was going up the chimney and not adequately heating the room. This phenomenon has never happened in the years I have been at this hotel and was discovered due to the unusual weather conditions and after you had checked out of the hotel. Many other homes and hotels in Whistler experienced the same problem. The heaters were the best we could do under the circumstances. I apologise for any inconvenience this may have caused.
The Whistler Village Inns & Suites has five different room and suite types. They vary from spacious superior mountain lofts, one bedroom suites and deluxe hotel rooms. We cater to all age groups and provide excellent value and service in the center of Whistler Village, and a two minute walk to the main ski lifts for both Whistler and Blackcomb mountains.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.