We noticed that you're using an unsupported browser. The TripAdvisor website may not display properly.We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.

“Customer Service Skills at Front Desk NOT included.”

Best prices for -
Check In dd/mm/yyyy Check Out dd/mm/yyyy
Prices are for 1 room, 2 adults
Show Prices
Compare best prices from top travel sites
and 10 more sites!
Holiday Inn West Kelowna
Ranked #4 of 5 Hotels in West Kelowna
Reviewed 5 August 2006

I arrive at the Westbank Holiday Inn at 2:50pm on July 30th 2006. While I stand and wait at the front desk, neither of the staff chooses to look up and greet me. I eventually ask if I may check in. At this point I am told that my room is not going to be ready until 4pm. I express my concern and let Front Desk know that this is an inconvenience and a waste of my time. However, it did not matter to either of the ladies at the Front Desk.

I decide to leave the Westbank Holiday Inn and come back later with my luggage. The Front Desk did not offer any assistance to store my luggage, or any means of compensation for my inconvenience. In fact the woman at the Front Desk looked at me, rolls her eyes and says, “What do you expect me to do? I could cry about it if you want?” At this point I left.

At 5pm I return to the Westbank Holiday Inn only to learn that my room is still not ready. Now my guest is annoyed with Front Desk and the continued inconvenience. The room was promised to be ready for 4pm. I ask to see the manager, however he is not around. I ask for the phone number of Customer Relations however, I was given the wrong number.

I eventually locate the number for Customer Relations at Intercontinental Hotels Group (ICG) and call from the lobby in front of the Front Desk. ICG Customer Relations quickly takes action with the Front Desk once ICG finds out I have been waiting 2hrs to check in and I was calling from the lobby of the hotel. Suddenly the room was available in 5 minutes!

Again, I stress that it was now past 5pm and my room was promised by 4pm. The Front Desk offers no means to compensate me for my inconvenience. Not even an apology. Yet when I confronted Front Desk about an apology, it was given (somewhat too late in my mind if I have to “ask” for one.)

It was not until ICG instructs the Front Desk to offer a free breakfast that any sort of compensation or acknowledgement of the inconvenience is made. A small gesture, but I am willing to take it as a peace offering at this point. However the next day while at breakfast I discovered it is not a free breakfast for two; it is a $20 coupon towards a breakfast!!!

This “lack of service” from Front Desk continued during my two night stay. When the rooms were made up, the maids just threw the comforter over each bed (see pictures attached). I called ICG Customer Relations again because I could not get through to Front Desk, only to express my concern that I can not get any resolution from the Front Desk or the Manager. During each incident I asked Front Desk to leave a message for the manager to contact me. However, I never heard from the Manager during my 2 nights / 3 day stay.

I spoke to ICG Customer Relations three times during my stay and finally ICG apologized to me on behalf of the Westbank Holiday Inn. ICG could not believe that the Manager did not come to see me to resolve the issue in person, as per hotel policy.

In conclusion, ICG promised to resolve the situation and contact me at a later date. I stressed to ICG that I enjoy staying at Holiday Inns; however, I would never under any circumstances stay at the Westbank Holiday Inn again. Not even with a free nights stay. Therefore, my suggestion is that if you choose to stay at the Westbank Holiday Inn, do so with caution and bring the ICG Customer Relations number with you! And if you need to call, ensure to get a reference number to keep track of the complaint and follow up.

  • Stayed: July 2006, travelled as a couple
    • Value
    • Location
    • Check-in / front desk
    • Rooms
    • Cleanliness
    • Service
11  Thank mtortington
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Write a Review
Reviews (226)
Traveller rating
Traveller type
Time of year
Language

221 - 226 of 226 reviews

Reviewed 1 August 2006

If you are going to Kelowna or WestBank. Then this is the hotel to stay at. I only stayed there for 2 nights but it was great. The staff there are great. I had one problem on check out that was cleared right up with not problem. And I love that restaruant there.

  • Stayed: July 2002, travelled solo
    • Value
    • Location
    • Check-in / front desk
    • Rooms
    • Cleanliness
    • Service
    • Business service (e.g., internet access)
1  Thank LarryBe
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
A TripAdvisor Member
Vancouver, BC
13
Reviewed 23 August 2004

Stayed here recently for a wedding. In-laws and my husband and I stayed in a two bedroom suite with kitchenette. Fabulous room (301)... very clean, balcony that overlooked the pool, and another balcony that overlooked the front entrance. We were worried we'd be able to hear the noise from the adjoining restaurant or the swimming pool, but did not notice any noise at all!
My husband and I were in the smaller of the two bedrooms, and my only complaint is that the icemaker (right next to this room) was noticeably noisy.
Staff were great and very helpful.
Also enjoyed the pool and exercise room (but would have liked some free weights maybe? exercise room consisted of 3 treadmills and a TV).
Near many restaurants + Fogg & Suds pub/restaurant on premises.
Great value!

3  Thank A TripAdvisor Member
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 17 August 2004

My husband and I with twin 5 year old sons recently stayed at the Holiday Inn to attend a family wedding. The room was great and very clean although we missed having an in-room fridge (only 3 rooms apparently have fridges).
The catered functions (wedding and gift opening) had excellent food which was instantly replenished. At one point one of my sons went missing (a nightmare for all involved) and two staff physically went running from floor to floor to look for him (he ended up in an elevator - a novelty to him - and didn't know which floor to get off on). The staff was tremendous!!
Do Not Disturb signs would be nice as we had cleaning staff kept interrupting us while getting ready for the various functions.
The pool was great and the exercise room a nice addition (be sure to get keys for the machines from the front desk).
Overall however, a great stay!! The staff could not have been more pleasant and helpful.

  • Stayed: August 2004
    • Value
    • Rooms
    • Cleanliness
    • Service
6  Thank twinsons21199
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 7 October 2013
Google Translation

  • Stayed: September 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank kumarin
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 24 August 2013
Google Translation

  • Stayed: August 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Kiki T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hotels you might also like...
Also consider these accommodations in or near West Kelowna
The Cove Lakeside Resort
#1 of 5 in West Kelowna
1,164 reviews
Central City
Holiday Inn Express Kelowna
Show Prices
Show Prices
Show Prices
Super 8 West Kelowna BC
#5 of 5 in West Kelowna
423 reviews
Central City
Best Western Plus Kelowna Hotel & Suites
Comfort Suites Kelowna
#5 of 34 in Kelowna
698 reviews
Show Prices
Show Prices
Show Prices

Been to Holiday Inn West Kelowna? Share your experiences!

Write a Review Add Photos & Videos

Additional Information about Holiday Inn West Kelowna

Address: 2569 Dobbin Rd | Hwy 97, West Kelowna, British Columbia V4T 2J6, Canada
Phone Number:
Region: Canada > British Columbia > Okanagan Valley > West Kelowna
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Kitchenette Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #4 of 5 Hotels in West Kelowna
Price Range: £65 - £119 (Based on Average Rates for a Standard Room)
Hotel Class:3 star — Holiday Inn West Kelowna 3*
Number of rooms: 77
Official Description (provided by the hotel):
Welcome to the Holiday Inn West Kelowna Nestled in the heart of the Okanagan Valley in West Kelowna, this Holiday Inn hotel is a short drive from Okanagan attractions and BC's renowned wineries. Business travelers to our West Kelowna hotel enjoy the convenience of our flexible meeting facilities. Our four meeting rooms can be modified for multiple configurations, and our catering and helpful staff make Holiday Inn the perfect place for guests' meetings, seminars and celebrations. Recently renovated and re-opened, our ballroom is perfect for hosting a wedding reception or company event. Guests also benefit from close proximity to local businesses and attractions. While there is plenty to do in West Kelowna, outdoor activities are easily the most popular Okanagan attractions for visitors at our Holiday Inn hotel. For ski enthusiasts, Crystal Mountain is a scenic 30 minute drive away, and Big White Ski Resort has a shuttle that picks up guests at our door. Also within close proximity are several golf courses, Okanagan Lake and many shopping centres. Our suburban West Kelowna hotel's amenities include an indoor/outdoor saltwater swimming pool, outdoor whirlpool, fitness centre, complimentary high-speed wireless Internet access, and an on-site restaurant and lounge. Whether you are in town for the Wine Festival or business, our Holiday Inn West Kelowna hotel's friendly and helpful staff will take great care in ensuring you have a memorable stay. ... more   less 
Reservation Options:
TripAdvisor is proud to partner with Booking.com, IHG, Expedia, TripOnline SA, Hotels.com, HotelsClick, Cancelon, Ebookers, Evoline ltd, 5viajes2012 S.L. and HotelQuickly so you can book your Holiday Inn West Kelowna reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.
Also Known As:
Holiday Inn Kelowna Sw-Westbank Hotel West Kelowna
Holiday Inn Westbank
Westbank Holiday Inn
Holiday Inn West Kelowna Canada

Is This Your TripAdvisor Listing?

Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.

Claim Your Listing