Fernie Stanford Resort — Hotel in Fernie

DISGUSTING & DISAPPOINTING - TERRIBLE CUSTOMER SERVICE - DIRTY, RUN DOWN & UNSAFE | NO Response from customer service!!

FERNIE STANFORD RESORT HAS JUST ISSUED A RESPONSE TO THIS GOOGLE REVIEW WITH A DISHONEST RESPONSE AND I WOULD LIKE IT TO STAND CORRECTED:

NO HOUSEKEEPING WAS EVER SENT TO HELP OR FIX ANY OF THE SAFETY HAZARDS OR COMPLAINTS DURING OUR STAY YES, AS I STATED IN MY REVIEW ALREADY…WE WERE GIVEN 1 NIGHT STAY OFF WHICH WAS UNACCEPTABLE FOR THE DISGUSTING AND UNSAFE CONDITIONS AND PRICE OVERALL OF THIS STAY I HOPE THAT THE 100 VIEWS ON THE PHOTOS SO FAR WILL DETER PEOPLE FROM WASTING THEIR MONEY AND HAVING THEIR EXPERIENCES RUINED AT THIS PLACE MAYBE IF THIS REVIEW AFFECTS FERNIE STANFORD’S BOTTOM LINE ENOUGH, THEY WILL START TO CARE ABOUT THEIR CUSTOMERS AND PROPERLY ADDRESS CUSTOMER CONCERNS, SATISFACTION, AND SAFETY.

HANDLING THIS WITH APPROPRIATE ACTION, COMMUNICATION, AND AN ACCEPTABLE REFUND WOULD HAVE BEEN A MUCH BETTER PLAN FERNIE STANFORD BUT THANKS FOR YOUR CONTINUED DISHONESTY, ZERO INTEGRITY, AND COMPLETE LACK OF CUSTOMER SERVICE!

Family of 6 stayed in the Condos at the end of July 2024. We emailed the hotel with complaints and issues we had while we were there and never got a response. They had over 36 hours to respond before we checked out and they never bothered to respond or resolve the issues. Upon checkout, they tried to blame us for their shortcomings and then offered 1 night off our stay. This was not acceptable for the conditions, inconveniences, and health and safety risks we were exposed to. We emailed after we returned home to request a full refund and share further complaints and they never bothered to reply to that email either. They clearly DO NOT care about their customers or customer service.

Below is a list of the main appalling conditions and issues (this was sent to the hotel): The Fridge doesn’t work. There is a melting half eaten ice cream cake in freezer The back door doesn’t lock!!!! Broken chair at the table and other broken furniture with sharp pieces hanging off all over the unit Lightbulbs burnt out Ceiling fans and lights don’t work A nail hanging from the curtain above the couch over the heads of children Screws on the floor in a pile with a broken door to the furnace room Hair in the sheets Broken doors that do not close or slide properly Dirty and dusty Garbage and old food on the floor Not properly cleaned or maintained Dirty food on sponge in kitchen No cleaning rags in kitchen Broken broom Sink in bathroom very slow to drain No AC - this was not advertised and sprung on us at check in last minute Everything was unplugged everywhere, we had to go around in every room and plug in all the electronics and light fixtures/ upon arrival Soaps not put out in bathrooms Supplies not refilled in kitchen Inappropriate materials used for “repairs” Mini fridge is barely keeping our food for 6 people for 4 days cold enough

We cannot express enough how terribly disappointing, stressful, and inconvenient this has been for us. This is our only family vacation for our children. We have been here a few times and loved coming here and after all of this, we don’t know if we will ever return. There is absolutely NO reason that any guest anywhere should have to deal with these problems and there is an extensive list! For the price being charged for this, this is absolutely ridiculous. The offering and condition of this is not what is advertised.

We gave them plenty of time to respond and take accountability for this truly horrible experience and waste of our time and money! I do not want anyone else to have to...

We stayed at the Stanford Resort in Fernie over the March 23-26, 2017 weekend. We stayed here as it has a water slide, pool, and hot tub and was a fun place for the kids to unwind after a day on the ski hill. It's about 5-min drive from the ski resort.

We booked a base room - rate was decent at $155/night (+ taxes) and we had a 100-level room (lower floor / basement). This was convenient as you must go down to the basement floor to enter the pool area.

Check-in was quick and easy with no complications. Our room was as-expected, with two double beds (comfortable), small desk, bar-fridge, and bathroom. Wifi is free (as it should be) and TV was basic cable.

Generally-speaking I thought the hotel was basic but OK for location. My only complaints are that the pool and very-small hot tub close at 10:00pm - this should be later (11:00 or 12:00 for the hot tub). The hotel could have an adults-only time period or something. For us, everything was hard down at 10:00pm sharp - no exceptions (they turn the water off). I stay at hotels in the USA and they are open 24-7 - this was very annoying. Also, the basement rooms have baseboard heat with NO air circulation. A $15 fan from Walmart would have made all the difference.

Pros & cons of the hotel stay are shown below:

Pros: Convenience, parking, continental breakfast, ease of access. Cons: Pool and hot tub closes at 10:00pm. Rooms only have baseboard heat (need fan), continental breakfast quality is mediocre at best (no protein - nothing but carbs), and you can't even walk around in the lobby with a beer cup - we were told "to go downstairs if you want to drink". Seems odd, given that you pay to be there, and just want some place outside your room to visit with friends. Maybe BC has different liquor licenses than other jurisdictions (or so was the excuse I was given).

This hotel is also popular with hockey teams and so be prepared for 8-12 year-olds running everywhere, playing hockey in hallways, etc. The free breakfast in the AM was a zoo (I went to Tim Hortons instead).

Not sure I would stay again - definitely check online for the best-rate as I think the base room rate varies quite a bit. We saw others with lower...

We stayed here for a family trip to Fernie and since we were a large group we decided to get a couple of chalets, both of which had 2 rooms on the main floor and one in the basement. These were individually owned units managed by the Stanford hotel and their staff. The Reception desk has only person working, we arrived around 5 pm which meant the single staff was managing both the reception and the hotel restaurant. The wait was long if you wanted help at the front desk due to understaffing. There was usually low number of pool towels available on the self serve corner by front desk.

The pool is great for kids, even the young 3-8 year olds as it doesn’t go deeper then 5 feet. The slides is large and fun for the kiddos, but it’s on the slow side as not enough fast water flow to help make it slippery. The jacuzzi is outside and is rather small with space for about 5 adults, it was nice when it was cool outside at night. The gym was rather a sad affair as it needs a lot more maintenance and replacement of non functioning equipment. The elliptical were all falling apart and non functional at best and a major safety risk. The lone treadmill also had a weird jerk in it that thankfully went away at faster speed or maybe I just got used to it.

Since we stayed at the chalets which are about a 2 min walk from the main building by the river side, I can’t comment on the actual hotel rooms but they do have a/c for the main building and rooms. We unfortunately didn’t have that luxury at the condos, this made them uncomfortably hot during the daytime hours. Thankfully we had lots of outdoor activities in the area to keep us in our rooms for too long. The window screens were also all chewed up so opening the windows was risky, as the bugs are big and they bite. The rooms had good amenities including games and a fooseball table, the kids had a blast. With regards to getting anything like fans, cribs, towels you had to go to the main building and haul it yourself. This was unexpected as you don’t expect to be treated like that when it comes to hotels.

Overall we had a great time but will likely look at other locations with our next...