Beautiful rooms , super luxurious beds , friendly staff , super clean , breakfast was exceptional ,Salt water pool and hot tubs, dry sauna clean and hot

The room was excellent, specifically the beds, linen and pillows- a series of amazing nights of sleep. The hotel exceeded my expectations and I will be recommending you give this location a try. You will be surprised how comfortable and valuable it is.

Stayed at Pan Pacific Whistler Village as the GHA Titanium Elite. The overall experience was extremely below average than other Pan Pacific properties in Asia Pacific market. The Titanium Elite status was not really appreciated and recognized by their staff, especially during checkin process at Pan Pacific Whistler. Pre-arrival: Neither welcome call nor email received from their Guest Relationship department before arrival. This is the basic standard from other Pan Pacific properties in Asia Pacific market. I had to call them to indicate the upcoming special occasion stay, the possible room upgrade and my Titanium Elite status. The representative who received my call was impatient to note my upgrade request and my Titanium Elite status was not really appreciated. She hanged out the phone call directly when the conversation was not finished yet. Absolutely she had no sense with basic customer service. Checkin: The worst checkin process I’ve ever experienced. No concierge proactively welcomed at the entrance (basic standard in other Pan Pacific properties); The front desk lady even did not notice a customer coming in for checkin. I was not greeted by this front desk lady that I have to say hello to her. Again, welcoming client is the basic standard from a front desk agent; The front desk agent failed to recognize and appreciate my elite status. The first conversation was “We cannot offer you any upgrade during this stay because of the full capacity”. I showed my Titanium Elite status to the front desk lady directly since she didn’t indicate my elite status upon checkin. I got a very “standardized” reply from her that doesn’t matter elite status, upgrades depend on availability and are not guaranteed. This reply was understandable, however with DISHONESTY; I opened GHA app to search the room availability for that night and realized all room categories were active in market. I showed the real time room availability on GHA app to the duty manager, Ruslan. He offered a room with one category update right after I showed him GHA app. I asked the room with two categories upgrade which was still available on GHA app. Ruslan replied that room was actually not available, however I replied if a guest booked that room right now on app and ready for checkin, is he going to reject that client to checkin because of the wrong availability information and compensate the “unavailability”? Ruslan didn’t answer this question and after two minutes waiting, the room key is available for that two-categories upgraded room; My GHA Discovery note was not recognized by front desk agent that I had to let her apply the credit back (Still, basic standard for a front desk agent to notify Elite members whether the credit should be applied or not); I requested 4pm late checkout as the benefit of Titanium Elite. The request was rejected and got a reply that the standard checkout time was 11am. I had to indicate I am the Titanium Elite, not a non-member; also the late checkout was understandable on availability however the hotel staff especially management team should not tell the 11am standard checkout time to a Titamium elite member. During stay: Upgraded room was amazing and functional; Nice outdoor hot tub and sauna room; Breakfast: Cannot compare with other Pan Pacific properties in Asian market; No egg station; No hot noodle station; almost nothing to eat with the simplest continental breakfast; Breakfast checkin staff was friendly and willing to talk to client; The bar server was extremely rude with no client-oriented sense. The breakfast room was full capacity and staff asked us to enjoy breakfast at the bar. The bar server locked the bar door when clients took food from the breakfast room. Many of clients were locked outside. Upon knocking the bar door, the server was extremely impatient to indicate the breakfast will be closed in 10mins- you’d better to have breakfast at the normal breakfast room. The thing is the breakfast room was already full capacity and staff at the breakfast room invited other clients who had no seats to bring food into the bar and have seats there. This is absolutely unacceptable for the rude customer service from bar server. Checkout: Checkout agents were friendly and had full knowledge on applying GHA Discovery notes which were more professional than checkin agent. Conclusion: Pan Pacific Whistler was extremely below Pan Pacific properties standard worldwide. The checkin front agent, duty manager, bar server at breakfast need more professional training on how to take care Titanium Elite members from management team on Pan Pacific Singapore headquarter and GHA corporate.

The suite was amazing, lots of space & perfect for our family. The beds were comfortable, the televisions were great, the customer service was great, the overall of the facilities were good too. The exterior of the hotel is beautiful & you get a great view of the mountains too.

Fantastic stay!! I’m wondering how it took me so long to find this perfect accommodation! Spacious, clean, great location, free breakfast, pool and hot tub and wonderful service…All in all exceptional value. Couldn’t ask for more.