I just came back from a trip to whistler and stayed at this property over Christmas time. I stayed for 3 nights. This is a stunning property but was hoping for excellent service for the fact that I was paying on average $500/ night.
First, the pros- beautiful Christmas decoration and lobby bar was cozy and chic. On Christmas Day I was surprised by a stocking full of goodies in it, a very nice touch. The room was spacious and so was the bathroom, which had a huge tub that can fit two comfortably. The restaurant staff and maître d' were very friendly and so were the bar staff. The maître d' of the Aura restaurant greeted me every morning by my name.
Then, the cons- the concierge had called me prior to arrival regarding assisting me in booking restaurants. I had emailed them my request and they did respond and confirmed one reservation. I also made an appointment on my own with their spa. However, upon arrival, they did not bring up any reservations that I had made. I had to double check with them independently. The front desk personnels all seem fairly new, when asked which restaurant I should try out in the village, one of them told me she's only arrived a few months ago so she couldn't tell me. The shuttle company that was suppose to pick me to take me to the airport arrived late and when I inquired the front desk about it, they initially did not offer to call the company for me until i had gone to the front desk again 15 minutes later. In general, the front desk was not very helpful. It makes it feel like everything is self served there.
On a separate note, the last night I was at the hotel, I tried to use the bathtub by filling it up with water, only to find that there are hair and dirty floating on the water. The hot tub was not clean.
Perhaps it was because it was the holidays but I am disappointed about their service, so much so I'd rather stay at a property next time that may not be as pretty as this one but offers friendlier service.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
Thank your for writing a review of your stay at Nita Lake Lodge.
We strive to provide a level of service which is both customized and personal and are truly sorry that this is not the service you experienced from our front desk. We usually receive very positive feedback form our team here and I will certainly be following up to ensure service levels remain at the highest possible level.
We do find all feedback valuable and I would be delighted to speak with you personally to discuss your stay in detail. My contact number is 604-966-5803.
I hope that you enjoyed your Christmas in Whistler- Wishing you a very happy 2014!
Nancy Steward - Guest Relations Manager - email@example.com
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.