AAlex AlferovMixed feelings after our Labour Day weekend stay.
There is a lot to like about the Hilton Whistler. The location is excellent, the amenities are very good, and our room was spacious and comfortable, with a well-equipped kitchenette. Strangely, there were no pots or saucepans, which made the kitchenette somewhat less useful, but that was hardly a major problem.
More concerning was finding several empty vodka bottles left inside one of the kitchen cabinets. We reported this to the front desk. It certainly makes you wonder how thoroughly the room was inspected between guests.
Parking is another frustration. It costs $37 per night, yet signage in the garage prominently states that the owner and management assume no liability for loss or damage. Most of the readily available spaces also seemed designed for small vehicles, while many regular-sized spaces were reserved or difficult to find. Charging nearly $40 a night for parking while simultaneously reminding guests that the security of their vehicle is entirely their problem is not particularly reassuring.
Check-in brought another unexpected inconvenience. The security deposit required a physical credit card. I normally carry only my phone and use Apple Pay, so I had to use my partner’s card, which was not what we intended. When I asked what would happen if neither of us had a physical card, I was told they would “find a way.” If there is another way, perhaps it should simply be available without putting guests through the inconvenience first.
But the detail that left the worst impression was, remarkably, bottled water.
Two bottles were left in the room with a large Hilton Honors tag stating that Diamond, Gold and Silver members receive them free, while “All Other Guests” are charged $3.50 per bottle.
I understand loyalty programs. I understand providing upgraded rooms, breakfast, lounge access or other perks to frequent guests. But making complimentary drinking water a status benefit at a hotel in this price category feels embarrassingly cheap. It is not about the $3.50. A bottle of water is hardly going to ruin anyone’s vacation. It is the principle, and especially the way it is presented. There is something distinctly unwelcoming about putting two bottles of water in front of a guest and attaching a sign that essentially says, “free for them, $3.50 for you.”
Hospitality should make people feel welcome. There must surely be better ways of recognizing loyal Hilton guests than creating a miniature class system around two bottles of water.
Finally, at checkout, the same front desk employee who had checked us in asked how our stay had been. I answered, “Mixed feelings.” I would have thought that was a fairly obvious invitation to ask what had gone wrong. Instead, there was no follow-up question, no “I’m sorry to hear that,” not even the usual courtesy response. The conversation simply ended. Oddly enough, that probably summed up the experience better than anything else.
Whistler itself was beautiful as always, and the Hilton has genuinely strong qualities. The spacious room, location and amenities were all very good. But a collection of small, avoidable issues, particularly housekeeping and the rather nickel-and-dime approach to hospitality, kept what could have been an excellent stay from feeling like one.
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