The service, staff and location of the hotel are absolutely great. However, house keeping and the overall cleanliness of our room (King suite with kitchen- marked at what WE thought was a reasonable price) was horrible. My husband and I love our sleep, which seemed a bit of an issue since house keeping comes quite early in the morning. Not a big deal, I totally understand that they have required jobs as well. However, in the "hotel services" book provided in the hotel room, it clearly stated that if you put the "Do Not Disturb" sign on the door, housekeeping will come back after 5PM to 9PM. The second night we left our room at about 5, and came back to a room that was NOT clean. We quickly learned that we'd have to call housekeeping each time to come and clean our room if it wasn't the standard AM time (which is ridiculous) Also, the room AC was this big old vent, that made loud, distracting noises while sleeping. Along with being located on the left side of the bed which means, most of the cold air only blew towards the left side of the bed. Whoever was on the right side or the entire room, didn't experience any sort of cold air. Besides that, everything was going decent, until the last night. My husband and I stayed up till about 3AM watching movies and hanging out. At about 4, my husband fell asleep and I stayed awake until 5AM. At about 6, My husband kept fidgeting in his sleep, and I had felt something unusual on my arm as well, but ignored it Thinking, this is a 4star hotel, it's probably nothing. Eventually, he woke up and looked at his arm and screamed! We both jumped out of the bed and witnessed a black spider on the sheets, when we were sleeping!!! At this point, it's about 630AM, and we both are extremely frustrated, especially since our room wasn't cleaned by housekeeping the previous night before coming home. (And of course because check out time was still 4hours away.) Both of us so disgusted and shocked, we immediately packed our belongings and checked while driving 2 hours back to home, ON 0-1 hour of sleep!! One of my biggest regrets would be NOT informing the front desk at check out time what we had just encountered. It's 7AM, both of us infuriated, we didn't have the energy or capacity to let them know. At this point, we both just wanted to get the hell out of there. So we quietly, got our vehicle from valet and left. I'm extremely disappointed and definitely won't be staying at the Hilton in whistler again, especially at the ridiculous price for having spiders in my bed.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Gurveen J,
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Thank you for taking time to provide an in-depth review of your recent visit with us.
I want to apologize for the unfortunate experience that you had at our hotel. The health and safety of our guests is of the utmost importance and is always a focal point of our operations in order to continue providing our guests with a great experience. Please know that we work closely with a professional pest control company to address and rectify any pest situation that might occur and our housekeeping staff is always on the lookout for possible situations.
Again, we apologize for the upsetting experience and welcome you to contact our offices directly if we may be of any additional assistance.
Director of Operations
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.