Hilton Whistler Resort & Spa — Hotel in Whistler Resort Municipality

All the little things add up.

The following was our experience over a three night stay. We had two rooms adjoined however this review is regarding our experience with the Premier Studio with Kitchen. The front staff was quick to let us know that this was a “Full Service” hotel. However we have stayed at Best Westerns without any of the issues or annoyances that we had here with the same amenities.

The WIFI is terrible! They know it and state it is undergoing an upgrade. I did consistent speed checks and it appears as though it’s being throttled at 8megs/sec, despite our hallway having three Cisco access points. I had to cancel a virtual business appointment due the poor bandwidth. Our tub drain was partially clogged, so the first night we had a shower in a pool of ever growing water. How does this not get noticed by cleaning staff? Does the tub get cleaned? Our tub was also a Jacuzzi tub. However that meant it was raised about four inches from a normal tub due to the piping underneath. This made the step in and the step out scary as the floor was inches lower than the tub bottom. On top of that it was a deep walled tub being a jacuzzi. The step back to the floor when wet is not for the elderly or anyone who has mobility issues. No grab handle to help, just the towel rack. Even an able body person will run the risk at getting injured. Are you 6ft+ in height? The raised tub also makes it so you have to duck under the shower head. It also puts your head close to the ceiling. The jacuzzi tub was clearly an after thought. Our kitchen had one of two lights out. How does this not get noticed by staff? One of the dimming bed lamps was flickering badly, enough to make your eyes go nuts. Nothing worse than flickering LED’s. Again, how does this not get noticed by staff?

After night one we received a check-in text hoping we were having a good stay, that was nice. We voiced most of these issues. Nothing could be done about the WIFI and a maintenance person came in and fixed the tub, kitchen light and replaced the bed lamp bulb.

The new lamp bulb fixed the flickering but exposed another issue, now it would only go fully dim, or full bright IF you could find the exact spot to turn the dial to.

We started to pack out our room on the last day. Walked down the hallway with a couple bags and one of the housekeeping staff in another room said “hello”. We said hello back. We continued to walk and she started to loudly ask us which room we were in, “what room?, what room?, what room?” Our son was confused and finally got out the room number, she said thank you and I had to say we weren’t finished yet. It was an hour before check-out time. Never had that happen before, we found it strange. Apparently the communication between the front desk and housekeeping isn’t quite “Full Service” either.

This hotel has all the signs of being old. If WIFI is important, stay somewhere else. If you think your data plan will save you it won’t. I never hit LTE once, always low bar 4G. If you think “Hilton” automatically means a great stay, it didn’t in this case. I will say, we’re local and come up often. The Westin and Fairmont are better quality, and I don’t seem to remember the same level of pompousness that we experienced here. FWIW, nothing was brought up by staff upon...

My wife and I visited Whistler and stayed here at the end of August for our 5 year wedding anniversary. We wanted a room with a kitchenette so that we didn't have to eat out every meal. We found what seemed to be a good deal at the Hilton and booked it.

When we arrived the staff weren't overly pleased to see us (In my experience, staying at 3 and 4 star hotels, I am used to the staff smiling and making you feel like your staying there is appreciated). Other than giving us a handout telling us how to reserve a spot at the pool, the only information they relayed was that room service was only being done in between stays and when it was specifically requested (Both the pool booking and the room service changes are part of their COVID-19 plan and my wife and I have no problem with these changes).

Our room looked alright for a stay at you local Travelodge, the wall paper was lifting at the seams, the main light took about 5 minutes to fully illuminate and the dishwasher door wouldn't fully open (it hit the bedside cabinet in front of it at about 35o). This was problematic for getting items in and out of the lower drawer of the dishwasher as it would just roll back in as soon as you let go of it, the dishes still in the drawer would then crash about.

When we checked out we were charged a $25 Resort fee per night. We queried this and were told the resort fee is for the pool, 1 hour complementary bike use, tennis courts and outside patio. We didn't use any of these services as we weren't made aware these were available to us (other than the pool which filled up so fast we couldn’t get a time slot) so we asked for this charge to be waived. They would not as apparently the resort fee is non-negotiable and that somewhere in our booking it would have said this. They were right, It did say this, about half way down where no one looks. If it is non-negotiable, then the resort fee should be included in the room price should it not? To separate it is deceitful in my mind.

When I talked with the hotel manager to express my concerns I received no sympathy, in fact they had an answer for everything and would not make any exceptions (one must wonder if guests disputing the resort fee is a regular occurrence). On their website they listed services we could expect to receive that actually weren't available eg. deluxe bedding (ours was far from deluxe as instead of a duvet cover we had two bed sheets that had holes in them), bathrobes and slippers, free newspaper. Their reply to that was that we should have called the hotel before booking to see what was being offered. Apparently there is some small print somewhere which states that these things are subject to change, again I find this deceitful as they took the time to update their website with their recent COVID-19 protocols, but chose not to update what is being provided?

A few years ago my wife and I also had a bad experience staying at the Hilton in Paris. We decided to give them another shot, lesson learned, we will not be staying at a Hilton...

Our stay at the Hilton Resort was awful and very disappointing. Even though check-in was smooth(thanks to the lady with the New Zealand accent, I think her name was Myra), and the night shift person Joshang(pardon if I am spelling either of the names wrong) who were respectful to understand our concerns, everything else was a disaster. I will sum it up for you guys to consider.

Bad Room Conditions: We booked three rooms. Two of them had showers that made a loud screeching noise when used. This was annoying and not acceptable for a hotel with four stars. When we told the manager about this during checkout, he blamed us for not reporting it earlier, even though we only used the showers on the last morning.

Terrible Customer Service: The customer service was very bad. When we met in one room to plan our evening, a guest from three rooms away complained about noise and music. We turned off the music and played it softly on a laptop. Despite this, the guest kept complaining even when we were whispering. The hotel staff then threatened to call the police, making us feel unwelcome.

Harassment by Another Guest: The complaining guest then started banging on our doors and threatened to call the cops just because we were using the doors to enter and exit "too many times". The hotel staff did nothing about this harassment, showing they didn't care about us. Maybe use better hinges so that we do not have to stay in the room and not go out as per our will because a person staying 2 rooms away might just say that.

Rude Management: When we talked to the manager about all these problems during checkout, he was very rude and dismissive. He blamed us for the noisy showers and did not offer any real solution. He only offered to refund the resort fee, which was already owed to us because of the shower issue. His rude remarks and unwillingness to help showed he did not care about us as customers.

Overall Bad Experience: Our stay at the Hilton Resort was terrible. The broken showers, awful customer service, and rude management made our stay unbearable. As a corporate client, I expected much more from a Hilton hotel. I do not recommend staying here if you want to be treated with respect and get good service. I wish I could have secured a room at...