Upon check-in, our family got upgraded from a regular two-bedroom suite to the gorgeous executive suite and this fact made me hesitate to write anything negative about our stay. But my family and friends insisted that our experience would be helpful information to other visitors. As other reviewers pointed out, the Nita Lodge is an exquisite little hotel with a great lakeside location. We were having a fabulous stay until we tried to use their complimentary bicycles.
A major reason why I picked this lodge was because on TP and on their website, they mentioned free bicycle usage. With a group of five, it would save us money in bike rentals. Upon check-in, they also mentioned the bike usage, so we were all excited and planned to ride the next morning. When I grabbed breakfast to go from the cafe at 8:30 am, I was told that the bikes are all out and to return around 11 am. I had friends staying in another room who needed a carriage for their toddler, and they were told there is only one carriage and to also return at 11 am for it. At 10:45 am, I went down to wait for the bikes to be returned because we cannot reserve them as they are first come first serve. The rest of my family were able to play at the lake while waiting but I sat on a bench next to the reception anticipating bike returns. My friend joined me at 11 am waiting as well. We asked reception a few times whether any bikes were returned and they said they cannot control return times. Fair enough. At 12:30pm, we were told that the bikes were not overdue because they were last checked out at 10am and 10:40am and would not be due back past 1pm!!!
I became quite upset at this point and asked to speak with a manager. She agreed that it was unfair and apologized verbally that I was informed that they would be back at 11 am and that someone should have checked from the onset that the return time was 1pm. I told her that we had booked this hotel specifically for the bike usage. It would have be nice to be warned at check-in that there were only 10 bikes for the entire hotel!! In fact, for a group of five, unless we went down at 7am, the chances of getting five of those bikes would be slim. None of this information was conveyed to us.
At all other hotels and restaurants I have visited, when the hotel admits to fault, guests are compensated in some way. If the manager had even offered me a cup of coffee for sitting in the lobby for over one hour and half, wasting my precious vacation time, I would have been less upset. Maybe we could have gotten a couple of cookies for the road, but she gave us no sign that she honestly felt bad. All she said was "Do you need help with the luggage?" as if she meant "Good riddance" to us. The manager was more concerned with hunting down the name of the staff who told us the return time was 11am more than she was about making guests happy.
My friends who stayed one more night said that the hotel did immediately change their bike rental policy from 3 hours down to 2 hours so clearly, something was done. They had stayed at this hotel last year and thought the service was fabulous. However, there were a series of minor incidents throughout their stay that made them not want to ever stay here again. Our room upgrade was a true pleasure but as everyone pointed out, that has nothing to do with how management deals with problems. We certainly won’t be back as well. We left this hotel with the feeling that if there is a problem, their attitude is “Too bad and tough luck!”
- Official Description (provided by the hotel):
- Nestled on the shores of Nita Lake offering breathtaking views of the mountains, lake and surrounding forest, the luxurious Nita Lake Lodge reflects the highest level of style, comfort, service and pure indulgence. The 77-suite lodge features spacious deluxe studios, one and two bedroom suites that reflect a discerning lifestyle. ... more less
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- Also Known As:
- Nita Lake Hotel Whistler
- Nita Lake Whistler