This hotel has the worst customer service I have ever experienced.
My wife and I book two days in advance for this hotel and drove up to stay from Vancouver, when we arrived at the hotel we were told there was no reservation for us and that even though we had a email confirmation number they wouldn't help us at all. In fact we were told by the receptionist Nytesha? That it wasn't the hotels problem or fault that they didn’t have the reservation and we were told the last guest had already checked in for the night at 930 pm. While my wife and I couldn’t understand what was going on we insisted that perhaps they had misplaced the documentation of our stay. We were told this was impossible and that we should leave it we didn't like what we were being told. The receptionist and the supervisor were the two most disrespectful staff members at a hotel I have ever seen or heard about by far, from the second we walked in to this dingy hotel we were hit with the most negative sales persons who from the first word basically told us they didn’t care at all about our business.
It gets worse, so with no hotel to stay at and now 11pm after sitting in the parking lot trying to reach the hotel manager by phone we were told the GM has no voice mail and cannot be reached. We were then told by the receptionist that she did in fact have a room to rent us by that she personally did not like how we had been upset and told me on the phone that she decided to not offer us a room at all and that we should stay somewhere else.
Meanwhile out in the parking lot still we decided to go back into the hotel just to see if there was possibly a mistake that they had made. Two biker guys staying at the hotel in the lobby even got aggressive with myself because I was quote “complaining and holding them up and the told to either book another room or shut up and leave. Again we were told it was our fault and that we had to deal with bookings.com because the reservation had nothing to do with the hotel, and again we asked if there was something they could do to help us out as we had no place to stay and it was now getting to be midnight...
My wife and I then decided that we were not going to deal with this rude unprofessional hotel staff and we ended up paying twice the room price quoted to us by Super 8, and we stayed at the Best Western down the street where we had to smuggle in a suit case our small bulldog in to the non-pet friendly rooms (the only reason we wanted to stay at Super 8 in the first place)
We then left our vacation early because we did not want to have to keep the dog at a non-pet friendly hotel for the week, so we returned home the next day. My wife is from Mexico and this is the first visit she has ever had to Kelowna and if it wasn't for the excellent staff at the Best Western Hotel she would have left Kelowna with an even worse impression, the truth is she and I and all of our friends, family, and co-workers will never stay at a Super 8 hotel again, and take from our experience and tell everyone that you know who might be considering this hotel, to stay far away. If you are looking for nice, energetic, friendly, professional hotel and staff to stay with, I wouldn't recommend this hotel if it were the last on earth (it’s really that bad)
And this horrible experience just kept on getting better as the next day when we got home there was a 5 min message left on our answering machine telling us that they had found our reservation, and in fact didn't know how to use their own fax machine properly, and that if we want to stay again the would offer us 20% off, I might add that 20% off hardly comes close to any kind of compensation for the way we were treated, and that the message was completely fake and came off as a complete insult to myself and family. All I asked was that the following business day the manager of the hotel give me a call so I could explain what happened (to date this has not happened and I have tried to call now over and over to reach him).
Also, if you can believe it gets worse because this hotels rooms don't look anything like the pictures online, in fact only a small amount of the hotel rooms are renovated and the rest are old and filthy, but they don't tell you that intell you get there and at that point they know there is no way for you to cancel the online reservation.
We talked to tons of local people in Kelowna about this and they all said the same thing that the Super 8 formally the Comfort Inn in West Bank is the worst hotel in town I mean when we arrived there was a guy with no shirt sleeping against the outside door with an open bottle of bourbon at his side...
Real nice Canadian place eh... P.S because we didn’t cancel the room and they found the reservation paper work the day after, we were charged full price to our Credit Card for not staying at this Super 8.
- Official Description (provided by the hotel):
- Conveniently located in beautiful West Kelowna, Super 8 Hotel West Kelowna offers a great experience and service for good value. The hotel is located a very short distance to many of the best wineries in the Okanagan valley, halfway between downtown Kelowna and historical Westbank. Complimentary breakfast, free WIFI, Ample parking, suites with kitchenettes and some meeting space options combined with it's central location make this place the perfect base for groups and individual travellers wishing to explore this great area. We pride ourself in the quality of our service and strive to exceed your expectations at every visit. ... more less
- Reservation Options:
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- Also Known As:
- Comfort Inn Westside Hotel West Kelowna
- Comfort Inn Kelowna
- Kelowna Comfort Inn
- Super 8 West Kelowna BC