Most of the issues that we experienced could have been easily resolved at the property by the front desk staff however, this was not done and some of the ill feelings were subsequently resolved by the General Manager after the fact.
Many of the details should never have existed at a property touting themselves to be a "Premier property" however, it seems that people have differing definitions of what "Premier" should mean.
As it had been many years since we had been to Radium Hot Springs, we decided to enjoy a mini vacation and soak up the minerals.
We had been awarded a free night hotel after participating in a Best Western promotion so we used it to bring down our overall cost.
We remembered seeing a Best Western property in Radium so we called the promotions department and indicated we would like to redeem it there.
We were told that this was a “Premier” property and the lady informed us that she would reserve us “the best room possible”.
We were very happy and indicated we would pay for a second night too.
We also learned that some of the "Prestige Hotels and Resorts" chain of properties had affiliated with Best Western and been granted "Premier" status.
While looking at the website we did see that the Hot Springs facility in Radium was closed for renovations and that the one in Fairmont was still open and relatively close.
When we arrived in Radium Hot Springs, the property is very easy to find.
Being at the intersection of highways 93 and 95, there is virtually no way to miss it.
When we got to the front desk just before 4 pm, we were immediately greeted by the AGM and we provided our name and indicated we would like to check in.
After figuring out the problems with our reservation, she let us know our room was on the first floor which suited us well.
She then contacted housekeeping to ensure the room was ready and was told it was.
We were then surprised to then learn that the lobby was actually on the second floor and that “the elevator was broken” so we would have to take the stairs down one floor.
Since we presumed the elevator would be repaired shortly (remember "Premium") we accepted the first floor room.
Despite the fact that housekeeping had reported the room to be "ready", it was obvious (once we got in) that it was not.
Not sure how this kind of breakdown in communications could exist at a "Premium" property so hopefully it was a "one of" occurrence.
Getting the room temperature correct proved frustrating over our two night stay and I cannot say why that would be so difficult.
The layout of the room was a bit strange as there was no way to watch TV from the bed.
This proved to be not so very bad since the bed was not comfortable, was very unstable, and moved significantly whenever one person moved even slightly.
This resulted in two very uncomfortable nights sleep.
Up to this point the one very positive thing that we could say about the room was that it was very quiet and we could not hear any traffic noise or other guests.
This might have been because it was off season and the hotel was almost empty (five cars in the parking lot) but who knows.
All that changed when a tour group with a bus emergency checked in.
The 50 unruly teenagers had no respect for the other guests and when it was reported, the Front Desk Night Staff had no way to address the situation.
In every other property I have stayed at, if a guest complains about noise, someone from the hotel has always showed up to investigate however this did not happen here.
The next day we were informed that the tour coordinator had been notified however it was after 11 pm before the noise stopped so we are not sure how that was supposed to resolve the problem.
Although we do not live in BC the hotel manager did offer us a free night at one of their other Prestige properties in BC to make up for the problems.
While this may not resolve the problems, it did show that he was willing to attempt to provide some form of solution.
The offer of a free night in another province does present the challenge of planning yet another trip to BC to try to find where we might be able to find a Prestige Hotel that we would even consider staying at.
As we looked up their other properties there were only a couple of them that are in cities that we consider visiting and only one that looked inviting to us however, it will probably be a very long time before we will be able to stay there. less
Trevor C, General Manager at Prestige Radium Hot Springs Resort, responded to this review
we appreciate your honest review. We set a high standard for ourselves, so we are disappointed to hear that your experience with us was not a positive one. The issues you brought forward were discussed between you and myself earlier this week. As a result, I personally offered you a future stay at any of our 15 Prestige Hotels throughout BC.
I look forward to hearing from you when you are ready to book and we look forward to providing you with a far superior experience.
All the best,