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“Beautiful resort, terrible service” 3 of 5 bubbles
Review of The Cove Lakeside Resort

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The Cove Lakeside Resort
Ranked #1 of 5 Hotels in West Kelowna
Certificate of Excellence
Vancouver, Canada
1 review
common_n_hotel_reviews_1bd8 3 helpful votes
“Beautiful resort, terrible service”
3 of 5 bubbles Reviewed 26 August 2014

Our main concern during our stay was the condition of the pull out mattress. The treatment we received after we brought the issues forward is what has been most upsetting. I have stayed at many hotels around the world and have never been expected to sleep on something in such poor condition especially at a “five star” resort. The only solution we were given was 2 duvets to arrange on top of the mattress which did not help at all. The other minor issues that came up were related to housekeeping. Towels were not replaced in all of the bathrooms and there was no extra toilet paper. Quite frankly if I am paying $900 a night I expect a little more.

On check-out the service manger, Robert, was quite rude and abrupt; he was already on the defensive before we could voice our concerns. At my mention of having a complaint about the pull out mattress, Robert cut me off and responded with “The pull out couch is meant for children and not adults.” Firstly, he should have listened to my complaint instead of assuming he knew what the issue was. The size of the mattress was NOT the issue. That mattress is not suitable for children or adults. Secondly, when I made the booking, I clearly stated there were 8 adults. We would have been happy with two separate rooms. The person taking my reservations suggested the 3 bedroom suite with pull out as a viable option for 8 adult.

Worse yet is the information Robert passed on to his superiors. For some reason his notes indicate that he offered us a solution to the problem which we declined and instead we demanded a complimentary stay.This does not hold an ounce of truth. The email I received from the Director of Hotel Operations, Arlene, accusing us of trying to get a free stay was even more upsetting. Neither herself nor Robert ever once offered a simple and sincere apology. Our original concerns were not that severe and could have been handled much differently with the right attitude.

At the end of this unnecessarily long ordeal, the hotel gave us a 10% discount which honestly doesn't change our experience. Beautiful resort, great location, unfortunately the attitude of the management team does not match. We definitely will not be returning or recommending this resort to anyone.

  • Stayed August 2014, travelled with friends
    • 2 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 1 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Review collected in partnership with this hotel

Helpful?
3 Thank h_takh
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Cove_Lakeside_Resort, Manager at The Cove Lakeside Resort, responded to this review, 28 August 2014
Thank you for posting your comments. It is disappointing that your stay and the surrounding communications with our team did not come to resolution sooner or at a satisfactory level. While we may not be able to regain your trust or your return business, it must be noted that our efforts to resolution were met with acceptance in our ensuing correspondence. We strive to achieve resolution in even the most difficult of situations and are always willing to work further with our guests if our efforts do not satisfy. Our apologies again for a disappointing situation for all.

Warmest Regards,

Arlene Schuppener
Director of Hotel Operations
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Write a Review

952 reviews from our community

Traveller rating
    550
    244
    96
    39
    23
See reviews for
334
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125
Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (125)
Date | Rating
  • Dutch first
  • English first
  • French first
  • German first
  • Any
English first
Strathmore
1 review
5 of 5 bubbles Reviewed 21 August 2014

We came with another family my girl friend had broke her ankle and they provided us a wheel chair for the week. They took excellent care of the boat. The children were able to walk around and feel like home. We loved our stay and can't wait to go back next year!

  • Stayed July 2014, travelled with family
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Review collected in partnership with this hotel

Helpful?
Thank LeaMcKenna
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Cove_Lakeside_Resort, Manager at The Cove Lakeside Resort, responded to this review, 29 August 2014
I am so pleased to hear that our team delivered the level of service that we pride ourselves on. The positive feedback is always so encouraging. I hope that your girlfriend has healed up well and look forward to seeing you again next year.

Warm Regards,

Arlene Schuppener
Director of Hotel Operations
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Courtenay
1 review
3 of 5 bubbles Reviewed 20 August 2014

#1 - No safety rails or hand holds when using bath shower.
#2 - No complimentary wine or fruit like Fairmont Hotels.
#3 - Bathtub was extremely slow to drain.
#4 - Smoking was allowed on the balconies.
#5 - At check out we were charged for a meal we did not order.

  • Stayed August 2014, travelled as a couple
    • 2 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Review collected in partnership with this hotel

Helpful?
Thank Julia H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Calgary
1 review
3 of 5 bubbles Reviewed 20 August 2014

For $350/night, I would hope to not have to jiggle the toilet handle to make it stop running. Also, the $2.50 charge to deliver a welcome basket to my wife's parents room before they arrived was insulting. Rooms are average, our view was great, but our blinds didn't work when we arrived. The location is killer, the food in the restaurant was great.

  • Stayed August 2014, travelled as a couple
    • 2 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 2 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Review collected in partnership with this hotel

Helpful?
Thank Jason_sch S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Cove_Lakeside_Resort, Manager at The Cove Lakeside Resort, responded to this review, 29 August 2014
Thank you for posting your comments. Please accept our apologies for the deficiency of the toilet and the window blinds in your room and that it was not noticed prior to your checking in. We appreciate being advised of any problems of this nature so that we can repair them right away and I hope this was resolved quickly once you made us aware. Thank you again for staying with us and we hope to see you again on a future visit.

Regards,

Arlene Schuppener
Director of Hotel Operations
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Salmon Arm
1 review
common_n_hotel_reviews_1bd8 4 helpful votes
1 of 5 bubbles Reviewed 19 August 2014

We stayed for the weekend of August 16th to attend a wedding. The over all service was extremely poor. I had a large suite for 2 nights and it did not get cleaned, the beds did not get made and there was a hole in the wall. The wedding services were very poor as well. The food was removed immediately after the last table served them selves, the cake was not served and the guests had to clean up after themselves.

  • Stayed August 2014, travelled as a couple
    • 1 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 1 of 5 bubbles
      Sleep Quality
    • 2 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Review collected in partnership with this hotel

Helpful?
4 Thank Corey L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Cove_Lakeside_Resort, Manager at The Cove Lakeside Resort, responded to this review, 25 August 2014
Thank you for your valuable feedback. I am sorry that you did not have the experience that we wish for all of our guests, but your comments do allow us an opportunity to make corrections where needed. As a family friendly summer destination, we want to ensure that all of our guests get the best experience possible. Each department has been notified of your feedback and will be responsible to follow up. Allow me to clarify only the Wedding Cake arrangements as this type of self service was requested by the bride and groom. I can understand that this may have not been relayed to the wedding guests. Thank you again for staying with us and we hope that you will choose to stay with us again in the future.

Warm Regards,

Arlene Schuppener
Director of Hotel Operations
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Coquitlam
1 review
5 of 5 bubbles Reviewed 19 August 2014

The Cove is a great place to stay for couples and families. We love the rooms because it feels more like a condo than a hotel. And reasonably priced. It's our favorite place to stay in Kelowna / West Kelowna.

  • Stayed August 2014, travelled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Review collected in partnership with this hotel

Helpful?
Thank Nicolas T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Abbotsford
1 review
4 of 5 bubbles Reviewed 19 August 2014

Would be nice to have more HD channels and better TV's in the bedrooms. Loved the idea of 2 pools, lake and beach right there and the putting green was really special to my grandson. Spent hours out there.
Will be back sometime.

  • Stayed August 2014, travelled with family
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Review collected in partnership with this hotel

Helpful?
Thank Rudy T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Cove_Lakeside_Resort, Manager at The Cove Lakeside Resort, responded to this review, 29 August 2014
Thank you for sharing your positive feedback about your stay and about our lovely resort. We have ordered new TV's to replace the few older models that remain in some of our suites and I know this will make a noticeable improvement. I look forward to seeing you on a return visit.

Warmest Regards,

Arlene Schuppener
Director of Hotel Operations
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about The Cove Lakeside Resort

Property: The Cove Lakeside Resort
Address: 4205 Gellatly Rd | Westbank, West Kelowna, British Columbia V4T 2K2, Canada
Phone Number:
Region: Canada > British Columbia > Okanagan Valley > West Kelowna
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Kitchenette Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
Ranked #1 of 5 Hotels in West Kelowna
Price Range (Based on Average Rates): £
Hotel Class:4 star — The Cove Lakeside Resort 4*
Number of rooms: 96
Official Description (provided by the hotel):
The Cove Lakeside Resort is a luxury all-suite resort featuring 120 elegantly decorated one, two and three bedroom suites, indulgent treatments at The Spa at the Cove, a private lakefront beach, two seasonal outdoor pools and a private marina. With a peaceful waterfront setting and dramatic views of Okanagan Lake, we are a place where the beauty and solitude of nature is just 20 minutes from the shops and restaurants of downtown Kelowna. While our surroundings are known for their breathtaking views and recreational opportunities; unparalleled guest service and boutique-style hospitality are the heart of The Cove Lakeside Resort experience. Whether you’re visiting for a family vacation, romantic getaway, wedding celebration or corporate gathering, you will feel truly at home away from it all. ... more   less 
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Also Known As:
Cove Lakeside Hotel West Kelowna
Cove Lakeside Westbank
The Cove Lakeside Resort Kelowna/West Kelowna, Canada

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