Executive Suites Hotel & Resort, Squamish — Hotel in Squamish

Hi General Manager Anthony,

My stay on August 21 to August 22 in 2021 was unfortunately not as pleasant as I hoped. The two front desk staff were not welcoming. Neither acknowledge my friends and I for few minutes as if they were hoping the other would help us instead. It was a new trainee female as well as a male who wore glasses and of larger frame. The male rushed the process with me and gave me a room on ground floor.

After seeing the room, I went back to front desk to see if there was another room. He shared quickly that they were fully booked trying to dismiss us again. I shared there is no mountain view and we have booked for that in booking.com. He shared there may have been a mistake on the booking.com side as it showed just a regular two bedroom suite. I shared that in amenities it shows mountain view as well. The male shared there are mountains all around and everywhere is a view. I again stated we only have trees blocking all the windows. He disregarded this comment and shared there are views everywhere(???) and didn’t apologize for inconvenience or for the rude odd comment or try to make it right or provide me with any desire to return or provide a good review. We arrived at 7pm and left right at check out 11am - he didn’t even offer any late check out at any point. His attitude shows he did not want to be there working and it was transferred to us, the guests and customers. Not professional and not appropriate at all especially in hospitality where the industry prides itself on customer service. He was fully aware and saw I was not impressed.

We brought this to the receptionist during night shift. She was nice however shared she can have the similar behaviour.

Will not be staying here again and will not be advising anyone to this hotel. Will be adding this review or feedback to other...

While this used to be a great place, it seems to have gone majorly downhill. I've been treated rudely by the manager and there is disgusting soaking wet carpet all around our bed which they've not addressed in four days. When we checked in and told them about the carpet, they said they were already aware of it (and it was caused by a malfunction of the air conditioning system) but they had still rented us this room. They've done nothing to resolve the issue other than hand us some extra towels, despite the carpet being soaked for the last four days. Today, it turns out their annual fire alarm testing was going on, but we weren't informed, despite the fact that we stayed there for four nights with our dog and we even spoke to their staff at the front desk this morning. They claimed there were signs at the front desk, but I even had walked by several times while walking my dog in the morning, AND stopped in and spoken to front desk staff and did not see signs, nor was I ever been informed. So when I complained because when I came home, my dog was terrified as the fire alarms went on over and over, the manager instead of apologizing, said "I'm sorry you didn't see the signs." Clearly, no ownership over their responsibility to properly inform the people in the hotel. And then he proceeded to give me a hard time because his pet policy doesn't allow people to leave pets unattended in the rooms. What great customer service! I definitely recommend other hotels in Squamish over this one after that...

I must first say the staff were great!

Unfortunately I suspect the drop in guest numbers during the peak of Covid and the current difficulty in getting enough staff means there are a number of issues this property needs to address.

I had booked a premium priced mountain view Queen suite. The view was marred by a dirty window in the main sitting area and if one was to sit on the small deck (with an A/C unit at one’s back) the glass in the railing was very dirty. Too bad as the view is quite nice.

The effort to provide eco-friendly bath products meant one small bar of soap had to be used for both the sink and the bath.

As the property doesn’t offer a breakfast option I looked in the guest directory. There was an info sheet for the independent attached restaurant’s hours and a room service menu. It turned out the restaurant hours were not as stated and room service had been discontinued at the beginning of Covid.

The property’s gardening maintenance must have slipped greatly during the peak Covid times. It must have looked very nice.

There is also a “resort fee.” This $12 pp cash grab is supposed to cover parking (we didn’t have a car), the pool (we didn’t use it) and WiFi (very slow and temperamental.)

So the premium price reflects better times, but they should reduce their prices until their product is back...