Pan Pacific Whistler Village Centre — Hotel in Whistler Resort Municipality

HORRIBLE, dismissive staff that do not quote clients accurately nor are held accountable for their mistakes. Poor, dismissive management that doesn’t even care to respond to a customer’s complaint! NOT COMPARING TO INTERNATIONAL PAN PACIFIC STANDARDS.

I have called, made an enquiry with Alina, and was quoted a Spring Break package, arriving on February 4th, for 4 nights. A Studio suite was offered at the rate of $171.25 plus 16% taxes for 3 nights, with a 4th night free, a $100 visa card, complimentary parking and breakfast. The days were reiterated, specially the check out date, and as it's my own birthday, I would never get it wrong. I said I'd check with my husband and call back. 5 minutes later I tried calling back several times from my work phone number and kept on getting hung up on. I then called from my mobile phone, and upon speaking was hung up on as well. After 10 minutes,I called again, finally got through, was passed around between staff members just upon saying I wanted to make a booking.

Finally the staff member who helped me, said she'd pass me back to Alina when I said the rate was not the same. First she said "well no, that's the total with taxes", then I said that 16% taxes wouldn't make something double, and she said I should speak to Alina. Being sent back and forth like a hot potato. Then Alina came to the phone saying "she passed you to me because she was unaware I was giving you a complimentary upgrade to a one bedroom suite" - sounded like pure BS. She then proceeded to tell me the rate was $235 per night. Finally she admitted she had misunderstood the dates and misquoted me. By that time, I told her I had now cancelled my original reservation based on the quote given. All she could say was "I'm sorry".

Upon calling back 5 minutes later, Tommy, the manager, picked up the call himself, already knew the entire story, admitted there was a mistake, but rather than acknowledging and taking OWNERSHIP for the staff's mistake, simply said "Yes, we are really busy here, I'm sorry and I can go ahead and book that correct rate for you" - AS IF HE WAS DOING ME A FAVOUR! WHY WOULD I WANT TO BOOK A RATE OF $235 PER NIGHT when I made my decision based on the quote mistakenly given to me by your staff?? This was not MY mistake, but Pan Pacific Whistler expects I should be the one paying for it?

THIS IS TRULY the worse customer service I have ever experience within your chain of hotels, where I have had nothing but EXCELLENCE all around for the past 15 years! Being busy happens, making mistakes as well. What is unacceptable is for a hotel, specially of your category, to present no ownership and not be accountable for your staff's mistakes!

Tommy refused to give me a phone number from whomever is his supervisor, and simply told me I could find it on the website. After much insisting, all he said was "Our GM is Julie, her email is online".

This is truly disappointing. I don't understand how a hotel of this category can have such poorly trained staff that would insult a person's intelligence, lying about taxes and being unprofessional in order to cover a misquote, Any proper company, upon admitting a misquote, would honour the rate quoted, not only as a gesture of goodwill, but as a gesture of...

Best of both Whistler worlds: newer more spacious room at Pan Pacific Village Center with ski locker access at Pan Pacific Mountainside so only need to carry or wear your ski boots from/to your room on the short 5 min walk.

We had planned to book a 2 bed 2 bath at Pan Pacific Mountainside but due to a mix up we found out months later that we had been booked by the travel agency at Village Center instead. We decided to stay with our good pricing deal at Village Center thru our Edge Card purchases which also included breakfast and access to the ski locker in Mountainside. We’re happy we did.

Our friends were staying at Mountainside, right next to the lifts. They said in comparison their 2 bed 2 bath was a lot smaller and older. No breakfast. With the noisy Irish pub below, they said most all sound was blocked out as long as the windows were closed.

Mountainside’s pool and hot tub large area has an amazing view of the mountain though and can be very busy at apres ski. Village Center’s is along a road but not as busy.

Our 8th floor corner room at Village Center had nice surrounding mountain views off the 2 balconies. Beds were very comfortable (even the sofa bed was pretty comfortable) and the linens were of good quality. Room was spacious enough for sofa bed to be open and still had plenty of room to circulate around. Wire drying rack found in closet allowed us to dry damp ski clothes or swim suits by the gas fireplace. Kitchen had ample tools and dishes. Not only did it have recycling but it also had a compost bin (yay!) under the sink.

At checkin we unloaded our skis at Village Center valet, they tagged every piece of gear with a sticker ID and locked them in adjacent gear room right then (skis are not just sitting out unsecured) and later they move them over to the Mountainside ski locker for you. You take boots to your room. The next day, you walk in your ski boots (or wear regular shoes and carry your ski boots) the short 3-5 min walk on the back roads over to Mountainside. Find your locker and there’s your gear! So convenient. One locker can hold 4 sets of skis, poles easily but unfortunately not enough space for 4 ski boots, helmets. If you only had 2 people, you could probably fit it all and head off to your apres ski drinks and snacks more easily.

Village Center had a daily reception from 3-5pm but ALL the snacks had nuts in them except for marshmallows which doesn’t work if you have nut allergies.

Staff were all friendly and had good customer service :)

Lost one star because 2 mornings had messed up breakfast orders. In general the breakfast was the only area that needed improvement. Food quantity was inconsistent (same item may have less or more quantity each day) or was missing (even the requested replacement food didn’t show up) or they sent a completely different food item than we ordered when they ran out of something (but it had nuts so my child couldn’t eat it). 70% was good but 30% of their breakfast service still needs...

This past weekend my wife and I, and another couple, traveled by motorcycles to stay at the Pan Pacific Whistler village location. We planned this trip and paid months in advance and chose this location over other options due to its proximity to the village for walkability (we were on motorcycles). Not long after we had arrived the hotel experienced a major power outage that was due to the facilities electrical infrastructure as opposed to a BC hydro outage. The net affect of this was that the hotel no longer had AC, consistent room lights and no hot water. On top of that guest were not able to use the elevator and instead had to use the stairs access suites. This persisted from approximately 3:30 in the afternoon on the 12th until well past 6pm the following day. The temperatures outside exceeded 30c in the day and in-room temperature got to over 26c making sleep difficult. We had no hot water to shower after our long ride. We had to use the bathroom with no lights and we had to hike the stairs for the majority of our stay.

This was obviously an exceptional situation and we knew that staff were doing everything they could to fix the issue. Because of this we purposely did not bother them with update questions regarding the outage during our stay and just awaited updates or resolution.

The power was restored in the evening on the second and final night of our stay.

As I mentioned earlier, we chose this location specifically and paid $400/night per room when there were more affordable options available (Including the mountain side location). We recognized that the power failure was unplanned and was therefore, beyond their immediate control. What was completely in their control however was how they chose to acknowledged the inconvenience and disruption this created with guests afterwards.

We paid for a stay with expectations around accessing certain amenities which were basically not provided for over 24hrs, so we asked upon check-out if there could be any consideration given towards this. Unfortunately the manager felt that offering a 25% discount on only ONE room, for ONE night was an acceptable compensation offer. On top of this, there wasn't even an apology or acknowledgment of the exceptional circumstances and subsequent poor experience we had during the power outage. When I asked why only one room was being considered, when we had paid for two room I was met with silence. No explanation or response to the question. Instead of arguing we decided to email the head office instead as it was clear the manager had no interest in exploring a meaningful resolution to a stay which for a night was basically the...