Pan Pacific Whistler Mountainside — Hotel in Whistler Resort Municipality

I was really looking forward to my stay with the Pan Pacific. The location, the pool, and I even found a great price so it was a no brainer to book. When my girlfriend became ill on a business trip in the states, I decided to go still and getaway for just the night.

When I first called, they said I would be charged either way for the first night so I figured why not. They also stated no other charges would be incurred as a result of canceling the other two nights. Then when I called back later, they said I'd be charged $100 additionally. I felt like I got a bit of the run around. But whatever, slightly annoyed, still went.

Upon check in, I was told I had to put down $200 per night on my credit card as a hold for any services I may use. But I said I was only staying on night but since I had originally booked three nights there was nothing they could do. I may not be the most traveled person in the world but a $200/night hold is absolutely ridiculous! Did I miss something? I tried to tell them I was only staying the one night, why do I have to pay $600 as a hold on my credit card. Even $200 sounds crazy, but even then, I've always been reassured, it's only a pre-authorization, so no actual charges until something has been used. Maybe I'm missing something, but I was treated as some lower class person for thinking this was ridiculous!

So with that, I thought, I'll go and have a quick workout before grabbing a bite to eat, so I could really unwind. The "exercise room" was brutal for a Pan Pacific. I felt like I was having a workout in a closet. Still had a decent workout and enjoyed my shortened stay.

As is usual with the day you check out, I was expecting the slip under the door to tell me what my charges were. I didn't receive the confirmation and I was more annoyed. I wouldn't be surprised if I'm charged for extra stuff or they don't realize I'm not there still.

For your ridiculous ask on a nightly deposit and leaving me wonder if I won't be overcharged, I'd prefer to give you 0 stars. What was once my favourite hotel in Whistler would take a lot to...

DO NOT BOOK DIRECTLY THROUGH PAN PACIFIC OR THEIR WEBSITE!

The Pan Pacific website says "best rate guaranteed", but this is not true. I booked directly through Pan Pacific thinking that their pre-tax amount was the same as Expedia's after-tax amount as it looked identical at the time (I personally believe they made these two amounts look nearly identical online so that customers would assume the Pan Pacific's pre-tax amount is the same as other travel website's after-tax amount). After checkout I noticed that the invoice I received was more than what I had originally seen. There were 3 different taxes added onto the invoice. I questioned Pan Pacific on this, but they said they can not change anything as I did not bring this up before I checked-in (I had not noticed before check-in as the two amounts, pre-tax and after-tax looked almost identical).

When I arrived home I tested the rates by looking up a future date of stay on travel sites as well as directly through Pan Pacific's website. The Pan Pacific website again had significantly higher rates.

It's basically a scam where the Pan Pacific website states "best rate guarantee", so most customers feel confident that they are getting the best rate without doing any research. Pan Pacific says they will match the best rate found online, but after reading "best rate guarantee" on their website most customers would not bother doing any research on the rate as they would trust Pan Pacific to be upfront and honest on their "best rate guaranteed" claim.

Save yourself some money and book through a third party travel website.

RESPONSE: In regards to Pan Pacific requesting that I contact them to discuss this. I have already contacted the hotel about this. They told me "There is nothing we can do since you have checked out". Not sure why they would ask we to waste my time by calling them just to hear them say "There is nothing we can do to help...

I had parked my car at the pan pacific and was told I needed to leave my key at the front desk in case they needed to move my car as it was in valet parking. We had paid for 24 hours of parking with the pan pacific and was told to come back and get the key once we needed it. As it is a Tesla, I do not need the key card unless someone else is driving my vehicle. My roommates and myself did come down to get my key card twice when we needed to retrieve things from the car and were told to give it back after. So I did that. I had stayed at a separate hotel last night and so my friend was to come pick me up so that I could get my card. When she went to ask for the card they told her they didn’t have it. My tracker said that my card was in the hotel and so I was very confused and getting anxious and we had to drive a few hours home and that was the only card I had. When I came to the hotel to ask about this, I was clearly upset and nervous about having lost the card and so I said if it turns out that the hotel had lost it by accident, if they could reimburse my $45 to get a replacement. I was met with extreme hostility by the brunette Australian girl from the front desk and as someone who has worked in customer service for 10+ years, I was appalled by the lack of empathy and the attitude this girl had with me. She had very little patience, was very agitated and when I told her that I was anxious about this and her demeanour became even more aggressive and ended with her walking away saying that I WAS RUDE!? the lack of empathy was disgusting and I will never be returning to this hotel and neither will anyone I know or my family. Even if they hadn’t lost it, I was a paying customer and you would think that being that this girl works in the service/hospitality industry, she would have a little more respect for those who stay in whistler frequently and regularly bring repeat business....