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“Worst customer service ever”

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Panorama Mountain Resort
Ranked #1 of 2 Hotels in Panorama
Edmonton, Alberta, Canada
Level Contributor
5 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 30 helpful votes
“Worst customer service ever”
Reviewed June 15, 2005

When we checked in at 5:00 on a Monday evening, we were informed that our condo wasn't ready, and wouldn't be until 7:30. Reception sent us off to "enjoy" pizza and warm pop, while the groceries that we had purchased for dinner ripened in our parked car. We did our best to remain patient and cheerful, but found it more and more difficult as the hours dragged on.

I have never before in my life had to wait until 7:30 for a hotel room. When I chatted with other guests, several of them told of similar delays with their check-ins (on other days).

As an aside, when we finally did get into our room, my twelve-year-old called me into the bathroom to see the towels, which were folded into ornate, origami-style shapes. "Now I know why it took so long for them to finish cleaning our room," she joked. We both shook our heads, imagining how many minutes housekeeping spends each day on those silly towels.

The next day (Tuesday) we enjoyed our skiing, although conditions were marginal (not the hotel's fault).

At 1:30 Wednesday morning, our daughter woke up sick to her stomach. Over the course of the next couple of hours she vomited four times, and was so violently ill that I ended up driving her into the hospital at 3:00 am. ortunately, it turned out to be just a bad case of stomach flu.

The next morning, of course, our entire family was exhausted and sleep-deprived. We were also disappointed because we knew that we were not in any shape to go skiing (the second day of our two-day lift tickets would go to waste).

We had reservations in Canmore for Wednesday night, but I didn't want to drag my girl out of her sickbed until absolutely necessary (I also wanted to be fairly sure that there would be a room ready for us when we got to Canmore).

My wife called Central Check-in to see if we might have a bit of extra time beyond the 11:00 checkout. "How long would you need?" she was asked. My wife asked if we could stay until 1:30. This, she reasoned, would be equivalent to the two and a half hours we spent waiting for our room on Monday. No, she was told, we had to be out no later than noon.

When my wife persisted, the clerk passed the phone call on to a supervisor. "Could we at least have the 2 1/2 hours that were owed to us from Monday's late check-in?" No again. "Could we please have a bit of time for my daughter, who was at the hospital half the night, to recover enough to travel?" No, no, no.

Instead, the supervisor chastised my wife for being insufficiently grateful for the extra hour they were so graciously allowing us.

I fail to see how a 1:30 pm checkout would have posed an insurmountable logistical problem (given our experience on Monday, I would be surprised if housekeeping even got to our room before then).

After patiently waiting an extra two and a half hours to get our room on Monday, we were given absolutely no consideration at the other end of our visit. We were told, in effect, to pack up our sick kid and hit the road.

Since then, when people ask us, "How was Panorama?" we don't tell them about all the fun we had on our one day of skiing. Instead, we talk about the fiasco surrounding our arrival, and the way we were treated on our departure day. It generated a cloud that continues to blot out any good memories we might have from our stay.

Considering the way we felt as we pulled out of the parking lot Wednesday at noon, I can't imagine us ever again skiing at Panorama, never mind staying at the resort.

  • Stayed March 2005
    • Value
    • Rooms
    • Cleanliness
    • Service
Helpful?
11 Thank srollans
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    3.5 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    3.5 of 5 bubbles
  • Cleanliness
    3.5 of 5 bubbles
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Peterborough
Level Contributor
7 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 76 helpful votes
Reviewed June 14, 2005

We booked our holiday thru last minute & got a great deal price wise. The resort is self contained with three hotels - gold, silver & bronze - however you can use the facilities in the other hotels. The resort also has a corner shop, a number of restuarants, ski shop, private residences and homes to let. Cable car takes you from the top village to the bottom village. It is a fair size & a very nice walk around, on the edge of the rockies & there are mountains all around - making the views stunning. We were in the bronze hotel & although basic it fulfilled our requirements - the room was large & comfortable. We had a twin but each bed was queen sized, tv, coffee machine and a bath/shower room. Hotel also had open fires in the reception, a gym & a sauna, outdoor spa's. The ski hire/lift passes was not part of the deal & that is quite expensive. The staff were very helpful & friendly. Resturants varied from a pizza place that would deliver to your hotel room to posh river side ones. Food was good on the whole. Skiing was good although we had no new snow & it got icy, however the green runs are more like the red runs in Europe & quite steep. To get to the top is three lifts, but is worth it for the view & the run back. Although there were plenty of people there it was very quiet on the slopes as there were so many to choose from and the most we waited for the lifts was 5 mins. Mix of snowboarders and skiers. Very good ski school on offer as well as activities for the kids were laid on in the evenings. If you weren't skiing there wasn't that much to do apart from eat, although there was a bus run to the local town twice a day if you feel up to it. It can get very cold with-15 comman at night - some days got to above freezing so warm sensible clothes a must. It didn't feel that cold when out as it was a dry cold so was bearable. Flight is a long time and the journey home is very tiring with the transfer being 4 hours from Calagary and the flight 9 hours. However I would highly recommended this resort for those who love to ski in beautiful surroundings, like the comforts of a good hotel and feel up to the journey.

  • Stayed February 2005
    • Value
    • Rooms
    • Cleanliness
    • Service
Helpful?
29 Thank Jay33
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Panorama Mountain Resort

Property: Panorama Mountain Resort
Address: 2000 Panorama Drive | 18 km (11 mi) west of Invermere, Panorama, British Columbia V0A 1T0, Canada
Location: Canada > British Columbia > Kootenay Rockies > Panorama
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Kitchenette Restaurant Shuttle Bus service Ski-In / Ski-Out Spa Suites Swimming Pool Airport Transportation
Hotel Style:
Ranked #1 of 2 Hotels in Panorama
Price Range (Based on Average Rates): $$
Hotel Class:3 star — Panorama Mountain Resort 3*
Number of rooms: 355
Official Description (provided by the hotel):
Located in the B.C. Rockies, Panorama Mountain Village is a family year-round resort. During the winter season Panorama features true slope side lodging with one of North America’s biggest vertical descents. Panorama offers daily shuttle service from the Calgary International Airport. The winter brings skiers from afar in search of Rocky Mountain powder and Panorama’s famed long groomed cruisers. The mountain is over 4000 vertical feet and has nearly 3000 acres of terrain. From the resort, guests can also Nordic ski, snowshoe, snowmobile and relax in Canada’s largest slope side hot pools.Also operating right out of the Village is rk heliski. Over 40 years of experience in the back country ensure safe and unforgettable skiing. rk heli-ski specializes in heli-ski adventures for intermediate and first time heli-skiers. During the summer season Panorama is home to the acclaimed Greywolf Golf Course. Designed by talented Canadian architect Doug Carrick, who has built many of Canada's best courses in the past decade, Greywolf features many holes that will be seared in your memory bank for a long time. Panorama is also home to the Panorama Bike Park. The park has a number of downhill trails to challenge riders of all levels. There are endless opportunities for family fun activities including: kids adventure camp, horseback riding, ATV tours, white water rafting, hiking, cross-country biking, mini-golf, fishing and more. ... more   less 
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Also Known As:
Panorama Mountain Village Hotel Panorama
Mountain Village Hotel Panorama
Mountain Village Resort Panorama

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