First Tracks Lodge — Hotel in Whistler Resort Municipality

As a family that has stayed in this resort many times over the years, we are incredibly disappointed in our stay this weekend. Though the facilities are beautiful, the customer service could not have been any worse throughout this stay.

We reserved over the phone and the booking agent told us that we would be staying in a three bedroom suite. The primary suite was a king size with adjoining bathroom, the secondary suites were to have TWO beds in each room. When we arrived, the secondary suites only had ONE bed in each room. The front desk told us that there was no other suite available, she could send us a cot, and she would speak to the manager and we could sort it out at check out after the manager reviews the situation. Come check out, there was no note on our file about this and the front desk agent went to go get the manager on shift, Dicken. We explained our issue (again), and he replied that "we don't do our own phone booking", and "no rooms are guaranteed, you can only make requests". So under this logic, I could have arrived and been given a one or a two bedroom, with kings or queens or twins? The reservation system is essentially just a request system?

Further, he went on that the call should have been recorded and that he'll listen to it and get back to us. At a "luxury" resort such as this, I would expect that the manager would have have solutions to remedy this. Including; "can we offer you a discount for a future stay?, can we comp your parking? can we offer you a breakfast voucher". Unfortunately, his tone was cold, unresponsive, and apathetic. We're currently waiting for him to "review the phone call" and "get back to us when he can".

(This also doesn't include a host of smaller issues we had in the room including, a DVD player that didn't work, a fridge that didn't stay cold, and no pool towels or robes in our room)

I'm happy to discuss this with another member of First Tracks/Lodging Ovations, and will happily update my review should the customer service improve. Further, our reservation may be found under another name, Kayleigh Mackay, as she did the booking...

I hardly ever leave a review for many reasons -- mainly because most experiences are average.

This was not that.

When I read the other reviews of the First Tracks Lodge, some described it as being quiet -- and because it's about 7 minutes from the main Whistler Village, that's exactly what I wanted.

-- Pros:

Not only were the rooms quiet without the usual door banging sounds you get at other hotels, they were spacious, and felt like a second home.

The decor and mix of granite countertops, wood, a fireplace and vaulted ceilings, mixed a warm feeling of home, with a modern touch.

I was in a room facing the woods and it was very delightful, especially looking out from the deck.

After spending time in Whistler village and hearing all the noise at all the other hotels that are really close together, I am super happy I chose one that was NOT with all the rest of the partiers!

The air was nice and cold (I was there in summer and it was hot!).

I used the gym as well (which is a big requirement for me) and it had all the equipment you would need for a good workout.

Finally, they have a private parking garage which is excellent.

-- Cons:

There weren't too many downsides, but there were a few minor things to be aware of:

First, you have to check in at a DIFFERENT hotel that is attached and not too far away. As long as you realize this, it's no big deal, but some might be caught off guard.

Second, they charge for parking...that is unfortunate, because the room rate is already on the high side compared to other places.

Finally, checkout time is 11 AM, which for a night owl like me is really early. They were nice enough to allow me an hour extension.

-- Overall: I wish I would have found more hotels like this elsewhere in my travels across Canada....unfortunately, most other hotels really suck, and you're basically hearing people screaming, talking, slamming doors and never get a good nights sleep.

That was not the case here, as I slept like a baby in this beautiful and peaceful...

Great place to stay after summer activities like hiking and rock climbing etc. It is also right by the Creekside Gondola where you could go on the mountain biking trails too.The location is about 45 mins walk to Whistler village, but it seems quieter here. The accommodation itself was great. A library where they have DVDs you can borrow up in your room to watch, nice hot tub with jets (adult only), and another warm tub and a pool for all ages. They have a gym area as well. The kitchen was fully equipped and was great to cook our own meals, with dish soap and a sponge. They have a dishwasher as well with dishwasher tabs. The Creekside market is definitely pricier so if you can bring a cooler and drive up food that would be cheaper. The room we stayed in was a 1 bedroom with one den. There were two full bathrooms. There were 3 TVs! They even had a washer dryer with laundry detergent! The nice thing when you check in is they also have granola bars which was a nice touch. We had forgotten our toothbrushes and toothpaste and they had some complimentary ones, great stay and service.

Edit: I just read another review that said that there's no service etc. I thought the complete opposite. I called down to the front once and went into next door legends hotel where the check in is. I found the staff to be very knowledgeable, friendly and helpful. We needed the DVD player hooked up as the cables were missing and it was fairly prompt and done in a...