We booked one bedroom condo at Palliser Lodge for 8 nights. After spending 2 nights in it we inquired about upgrading to two bedroom with the private hot tub. We were able to move the same day for 5 nights and advised that we had to be back at our original condo for the remaining night. Everything seemed to be "locking in", we moved the rooms quickly, enjoyed our hot tub, only to find out the next day that it was broken!! We were told we have an option to move again and as much as it was inconvenient having to pack our luggage, we did it! We were assured that our new condo will be on the same floor as the original one bedroom, so we wouldn't have to use the elevator! The day before our departure my husband walked over to the reception at Glacier Lodge ( no reception at Palliser) to pick up the key to our original one bedroom condo so we could move, again!!! The speed of the reception employees and the way they operate the computer is worse then of a snail! After waiting for at least 15 min, he was told that our original condo is no longer available and we have to move to a different floor! After hearing the news I picked up the phone and demanded what we were promised and finally we were offered a condo on the same floor. I couldn't understand why we had to go through all this...calling back an forth, wasting our time? Unfortunately we were not offered any explanation.
We've been on many ski trips before, travelled all over the world to find the best ski conditions and accommodation. We've done extensive research and Kicking Horse was highly recommended by our friends. Unfortunately this was by far the worst trip we've ever been on! The mountains and skiing were nice, but the experience at the lodge will prevent us from ever coming back! To top it all up, we were "accidentally" overcharged for our stay!!! We had received our credit card statement with additional charges even though our final receipt showed
the remaining balance as zero!! We were told the rates for the room had changed!? I would have been nice to notify the guests of any changes before their departure!!
Overall, its a nice lodge, but it lacks of customer service and satisfaction! Poor management!
- Official Description (provided by the hotel):
- Opened in 2006, the Palliser Lodge is well situated in one of the area’s premier locations, boasting spectacular views of the Rocky Mountains and ski slope activities. The Lodge, just walking distance to the Gondola base at Kicking Horse Mountain, ensures quiet enjoyment while maintaining the convenience of ski-in/ski-out access to the mountain. Other features include: private hot tubs, full kitchens, exercise room and underground parking. ... more less
- Reservation Options:
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- Also Known As:
- Palliser Hotel Golden