Prestige Beach House Kelowna, member of WorldHotels Crafted — Hotel in Kelowna

This is by far the worst hotel experience I’ve ever had. I want to warn everyone: DO NOT book this hotel, no matter how good the rating looks online.

When I arrived, there was nobody at the front desk. I waited for a long time before a staff member named Sydney finally appeared — with zero apology. Instead, he arrogantly told me that after 5:00 PM, he’s the only person running the entire hotel. No security, no backup, no front desk support. For a place that claims to be 4 stars on Hotels, this is a complete joke and a serious safety concern.

There wasn’t even a sign or notice at the desk to let guests know he’d stepped away. I had to ask employees from a restaurant to help track him down.

When I asked to see the room before check-in, Sydney refused with a condescending attitude, saying “it’s policy — you don’t get to see the room.” Since it was late, I checked in. The moment I stepped into the room, I realized it was nothing like the photos online: • Outdated and run-down interior • Air conditioner blasting directly at the bed • Extremely loud noise from the driveway, making it impossible to rest • Overall, the condition is worse than many cheap motels, let alone a “4-star hotel.”

I immediately complained and requested a refund. Sydney’s response was even more shocking — he was arrogant, dismissive, and said their policy is “no refund for the first night.” I told him I’d been in the room for less than 10 minutes and the experience was soooooo bad, but he didn’t care. He even said he’s the only one in charge and that “talking to the manager won’t change anything.”

I’ve stayed in many hotels around the world, and I have never experienced service this bad. This hotel is unsafe, dishonest, and completely misrepresents itself. A so-called 4-star hotel that relies on one person to run the entire operation after 5 PM is beyond unacceptable.

🚨 This is not about the price — this is about basic safety, service, and honesty. 🚨 Their 4-star rating is misleading and should be investigated. 🚨 There’s zero security and zero customer care.

I left immediately and booked another hotel and paid $300 for this miserable experience. So I have to share this. If you value your time, money, and safety — DO NOT stay here.

[Update]

The manager sent me a very polished response that sounds nice on the surface — but in reality, it’s just to make it look like they care.

I actually emailed Lynnette Peter, the General Manager, directly after what happened, and she never responded. This clearly shows that the so-called “apology” is just for show.

Their explanation doesn’t change the fact that:

The front desk was unmanned and no notice was posted.

The hotel is run by only one person in the evening, which is a safety issue.

The room was old, noisy, and nothing like the photos.

This isn’t a misunderstanding — it’s a hotel that fails to deliver what it advertises. I stand by my 1-star review and strongly recommend...

This hotel is anything but prestigious. The close proximity to restaurants and the water was great, but it was also too close for comfort to the city’s homeless population. Day and night I did not feel safe walking to the nearby restaurants. We booked as a very large group for a wedding; as such, rooms were blocked off and the reservations were made months in advance. Yet somehow the hotel seemed to mess up everyone’s dates (had many of us arriving a day later and departing a day later than we all originally booked for, and some of us even had our reservations unknowingly cancelled). This was quickly cleared up with great customer service, but sure provided a scare to many of us less than one week before arriving. The biggest downfall to our stay was the dirtiness/filth/mold problems within our room and in the pool facilities. There was dirt, grim and hair throughout our guest room, and the smell of mold/mildew was overwhelmingly nauseating. Our small, cramped bathroom also had visible mold on the walls and floor. The pool and hot tub water were in horrendous condition and also had an obvious mold problem. Towels were not stocked each time the kids went to the pool and there was only one plastic chair for people to sit on in the entire room, despite there being at least 5-10 adults at a time sitting on the disgusting, moldy pool room floor. I’ve washed my kids bathing suits 3 times since arriving home, and still can’t get the stench of mold out of their suits. The food in the restaurant was great, but we waited more than an hour for eggs & bacon one morning despite being only one of two tables in the restaurant to begin with AND notifying the waitress we were in a hurry when we ordered. Half of our table’s food arrived a full half hour before the rest of our table’s food. Many customers who arrived AFTER us got their food before the rest of our table received ours. There was no apology and it was blamed on being short-staffed. I’m still not sure how other tables getting their food before us, even though they ordered way after us, can be blamed on short-staffing; to me, that appears to be a mistake made by the staff… and we were still charged an 18% gratuity fee, despite receiving horrible service. The $15 parking fee/per night is also appalling. I do not recommend staying at this...

Great location, but disappointing overall.

We booked the Prestige Beach House mainly for its location—and in that regard, it delivered. It’s close to the beach, restaurants, and downtown Kelowna attractions. However, the rest of the experience left a lot to be desired.

We asked for early check - a week before our travel. They said it would be a $40 additional charge but to check closer to the date. We arrived around 11am and asked if we could check in early.. The front desk staff was very kind. Said she would try and text me at my phone number if/when available. We never heard back and checked in at 4.

The room itself was bigger than expected, and the bed was comfortable. Unfortunately, the bathroom was very small, the water pressure was weak, and the drain was slow. Housekeeping showed up at 4pm one day and made us feel like we couldn’t be in our room. We politely told her she could leave it as it was... We were exhausted and just needed to rest.

The biggest issue by far was the air conditioning. It was unbearable—cycling between freezing cold and then blowing hot air. We couldn’t sleep the first night and tried everything to fix it. On the second night, we turned it off and opened the balcony door instead, but the traffic noise was so loud it made it nearly impossible to sleep. The balcony itself is not usable for relaxing or chatting—between the constant noise and having to shout to be heard, it’s not enjoyable.

The pool area was okay—the water was a bit cloudy, but the temperature was fine for swimming. The gym was decent, with all the basic equipment you’d need.

The parking situation was also frustrating. We were told we could park in the “Prestige Place” lot by staff, as long as our hotel pass was displayed. What they failed to mention was that parking there is only valid until 6pm. We came back to a surprise $86 ticket on our first day. While we take full responsibility for not reading the signage more closely, a heads-up from staff would’ve saved us a big headache.

All in all, we wouldn’t stay here again. While the location is great, there are plenty of other hotel options near the beach to...