We were in Kelowna celebrating a birthday with friends and decided after reading all of the rave reviews about this hotel to book it for the night.
We arrived just before 11 at night and were greeted by a very friendly gentleman. He gave us our keys and explained our parking pass giving us entrance to the underground parking which was a nice touch.
Our room was neat and tidy, minus a bit of mold in our shower which I know is not the easiest to get rid of. The other reviews of the paper thin walls were completely true as we heard the people above us and in the hallways all through the night when guests were returning to rooms.
I was very happy that I had read about the do not disturb lights by the door as the cleaners were up early and starting to clean rooms possibly by 8 am?
We knew that breakfast was open until 10 and so at 9 am we went downstairs to eat. Most of the tables were dirty and covered in dirty dishes. There was barely any food left to choose from, and nothing was being replaced. We were disappointed to say the least as this was one of the main reasons we chose this hotel. Not only was there barely any food but the toasters said please be patient as we are slow. Slow is an understatement, out of 8 toaster spaces only 2 were working and took more than five minutes to lightly toast the bread. If you offer to serve food until a certain time then please make sure that all guests receive the same treatment and replace food that was eaten earlier.
Comment from Hotel Management
Dec 30, 2016 by Christa , Hotel Management
Please let me begin by apologizing for anything other than 'full service', during your stay.
Unfortunately, and much beyond our control, we occasionally have complications with staff that sometimes create unexpected & unplanned staff shortages.
As we only have 1 Breakfast Hostess on at a time, if we have an unexpected illness or have a staff member not show up for work, it can knock a finely run system (such as ours).....completely off track! Such is the case in this instance.......we had a Breakfast Hostess fail to show for 2 shifts in a row, without notice.
As you can imagine, it took several days to hire a replacement, and I absolutely attest to standards in our breakfast room, being substantially lower in the first 24 hours of our staff shortage.
It was also during this time period that our toasters began to lag & I'm happy to report we have since replaced both, with shiny, new commercial toasters.
Should your travels bring you our way in future...(and we hope they do), in addition to restoring high service levels in our breakfast room, you'll notice the sign requesting 'patience for the toasters', is gone as well. In addition, within the next 2 - 3 months, our guests will likely be enjoying their breakfast in a gorgeous new breakfast room as well.
In respect to interior noise levels, it would be unusual to hear noise from above or below rooms, as there is cement flooring between each & every floor. In direct response to guest comments & in efforts to continually improve our guest experience, we will undergo an interior insulation project this winter, that will effectively minimize noise transfer from the hallways & between guest rooms.
Despite your impression.... we really do try....and we really do care about our guest's experience. We hope to have the opportunity to change your guest impression in future!