Location was very good
Was walked up to our room, no one offered to help take our luggage up the stairs. Two pillows on a chair, with NO pillowcases. Room was dusty, top of refrigerator was disgusting. Old milk in our refrigerator. Went to turn on our TV, no signal or video. Called down to front desk, were told someone would come up and check it out. Two hours later, when we went for dinner, asked again about the TV. Someone came up, were told they had contacted the cable company a week ago, and it has not worked. Would you charge the same rate for a room, if you knew the TV was out? At least tell us the truth.
Went to take a shower, no glasses in bathroom or soap for a shower, only shampoo.
The food, and breakfast that was included was very good. Hard to find anyone to talk to when you have issues. Location very pretty.
We booked this room because it was recommended through Expedia, I would never had paid this rate if I would of known the conditions of the room.
Comment from Hotel Management
09-Aug-2017 by Dave, Hotel Management
Dear Mr Hannam,
There are a number of issues you have raised which simply are incorrect and for the sake of our other potential guests need to be clarified.
You were checked in to the Lodge by Heather our receptionist who at the time asked if you required assistance with luggage, something we offer to ALL our guests.
I'm sure you are aware of the extreme dry dusty conditions we are faced with and are causing many wildfires throughout BC. The dusty problem is hampered by the loose metal driveway and carpark which surrounds 50% of the lodge. we dust every room and more every day and I'm sorry that you found dust upon check in. It is a problem we are having and are doing our best to control it.
We have had problems with the TV off and on over the week with intermittent reception. We are awaiting technicians to fix the problem which is beyond our control. I apologize that you had no TV reception during your stay. The Resident Manager was the person who came to look at your TV who also mentioned that nothing was said about pillows without pillow cases at the time and noted that all pillows had slips.
He also checked your soap dispenser and found it contained soap!
The tray above your fridge has on it, two mugs, two wine glasses and two other glasses for your personal use.
At reception on the counter, there are instructions to you the guest on how to contact staff should you require assistance for any matter with a buzzer that links you directly to either the Manager or reception, 24hrs.
I am very sorry that we did not meet your expectations.
On another note, we would appreciate it if you could post the room key back to us, these sometimes are inadvertently taken and happens frequently.