Water's Edge Shoreside Suites — Hotel in Ucluelet

This is one of those reviews I do not enjoy writing. And why is that? Because the Water's Edge Shoreside Suites in Ucluelet boasts a prime location and fantastic views. However, our service experience was disappointingly poor and overshadowed the otherwise positive aspects of the property.

Upon arriving late at night, we discovered that we had been assigned a different room than the "Signature Collection 1 Bedroom King Suite with Sofa Bed, Outdoor Tub, Full Kitchen + Harbour View" that we had originally booked. With no staff available at the front desk (understandable given the late hour), we had no choice but to stay in the wrong room.

The next day, we initiated a conversation with the front desk staff about the room discrepancy. At first they told me that everything was fine and that we were in the correct room. I had to show them our Expedia booking to convince them that something might have gone wrong with the allocation of the correct room (which can happen to anyone). After an email conversation, they acknowledged the error and moved us to the correct room, but did not proactively offer an apology or compensation for the inconvenience. The attitude conveyed to us was that we were merely expected to be grateful for having a better room (which we booked and paid for).

We were later informed that the initial room change was due to unexpected maintenance issues. However, this information was not communicated to us during our stay. The staff assured us that the absent manager would contact us upon his return to discuss possible solutions. Unfortunately, this never happened.

When we asked for a token of goodwill, the staff kindly offered us a complimentary bottle of red wine. While a nice gesture, this was a solution we had to suggest rather than one that was proactively offered.

Seeking financial compensation, we were first offered a gift certificate for a future stay - an impractical proposition given our residence in Germany. A subsequent offer of a $25 refund seemed inadequate given the discrepancy in room category and the inconvenience we experienced.

Our communication with management was frustratingly one-sided. Despite our continued attempts to reach out, management eventually stopped responding to our messages altogether. Even our efforts to resolve the matter through Expedia, the platform we booked through, were unsuccessful as the manager ignored their attempts to communicate as well.

While the resort itself is located in a picturesque setting and offers premium suites, the customer service and communication did not reflect these high standards. Our experience was a lesson in the need for self-advocacy at this property, as we found little initiative on the part of the management to proactively correct errors and ensure customer...

We come here every winter through the Island Daily Deals. Two bedroom room for a group of 4 surfing ladies. Staff at the front counter have always been great. We have stayed in a few different layout rooms, all very nice and clean. We did the $50. Upgrade this time as it was the only room available for the weekend we wanted. We were a little disappointed as this room felt smaller, one bedroom upstairs with a bathroom one down stairs, with a main floor bathroom. definitely the kitchen was smaller, and for the $50 up grade for the white counters, and we think new flooring in the main area, we didn't think it was quite worth it but $50. Is not that much more. The dishwasher was not put back in place, right, It felt like it was going to tip right out of the spot it's in. We pushed it back and put a small piece of wood back under one side. It was easy peasy to fix, so I didn't want to bother anyone. The kitchens are fully stocked with everything you need to cook and eat with. I brought my blender, but there is one there. The kitchen could use an actual frying pan, mixing bowl, or larger measuring cup for making things like pancakes and scrambled eggs. Saran wrap would be nice to have to wrap leftovers and a recycling bin. We make full meals while staying there. They have a good selection of tea's, nice tasting coffee in the kitchen. There is cream in the fridge and a selection of sweetners. Salt and pepper were also in the kitchen. All the rooms we stayed in had a deck with 2 chairs to go sit outside. Parking is a little tight for some rooms if you drive a full-size 4 door truck. I ended up parking length wise in front of 3 garage doors to give enough room for the end room to get by. The pathway to the gazebo is still falling apart, tho. (We would come fix for a weekend stay 😜) We could not find an ice machine, I am not sure if there is one on site. 1 ice cube tray in the freezer was not quite enough. We bought 2 bags of ice and left it in the freezer for others. This is a beautiful place to stay right on the water. Every room we have stayed in, all had great views of the harbor. The 3rd (top) floor end units we think is the nicest room we have stayed in. The sound of the harbor sea lions in the morning was awesome. We always enjoy our stay, maybe next year we will look for 3...

NOT A JACUZZI OR HOT TUB on the balcony. After reading several reviews that mentioned jacuzzi, spa, hot tubs on the balcony, including a review by my cousin, we decided to book at the Water's Edge. When we arrived, there was a note on the counter stating "Due to our location, the tubs are soaker tubs only, not jetted tubs". We were really disappointed as this was one of the main draws for booking here. I held out hope for some bubbles when the staff member told us we would find a print out in our suite with information on how to use the fireplace and how to work the tub. When we got into the suite and read the instructions I was still hopeful as it mentions "the jets will turn back on to push the extra water out of the system...water has lots of minerals and can cause discoloration which is more noticeable in the jetted tubs.." Alas, no bubbles in that tub. The tubs were jettable at one time, why not now? Also, there is no cover for the tub, so to use it, the debris falling from the roof or blowing in the air needs to be cleaned out before use, each time. Debris included bird droppings. :(

There was another sign on the counter the day we arrived: It informed guests of a planned power outage that would be in effect the following day, May 28 between 9am and 3pm. When I asked about the outage, I was informed that it would ONLY affect the resort and not the whole town and that we would not have any hot water during the outage. I had a zoom meeting scheduled for 10am on the 28th and was fortunate that my manager was able to reschedule. While I know that the resort was not in control of situations like this, I would have appreciated an email before our arrival so I could have changed my meeting time in advance. Or we could have delayed our arrival by a day. Outages like this are planned so businesses have ample notice and as customers we should have been informed ahead of time.

The room was ok, in need of an update. The coffee table and the dining table need refinishing quite badly. The tops are scarred and no matter how many times I wiped them, they felt sticky. Also the part of the shower head that controls the spray was broken and lying on the side of the tub. We took it to the front desk and over the 3 days we were there, there was no attempt to fix...