Pan Pacific Whistler Village Centre

This hotel disappointed on every front. Prior to our visit, I called on three occasions, trying to get information about guides and experiences. I spoke to two different concierges (whoever answered the mainline each time I called claimed to be one). I was shocked to find the concierges spoke down to me, failed to listen to me when I was asking for information - substituting instead their assumptions of what they thought I was going to ask for, and insultingly tried to explain to me how websites and phones worked. In addition, they appeared to lack any independent knowledge about who to contact for what. Instead, they would refer me to Google. Had Google answered my questions, I would not have had to call the concierges in the first place. Twenty-four hours before we were to arrive, we learned we could not travel to Canada because our 4.5 month old puppy would not be allowed back into the US until she was 6 months old. I tried to find puppy care on this short notice, but could not. I immediately called bookings.com for help, and they said they were happy to refund me, but Pan Pacific approved it. Bookings.com wrote and asked for the refund the day before we were to arrive. In addition, I personally called and emailed Pan Pacific that afternoon and again the following morning, asking to cancel with a refund or reschedule for July or August when our pup would meet the US’s 6month age requirement. The following day, I received a email from Pan Pacific refusing to refund my prepayment - even though we would not be able to come. They also falsely characterized my request as a same day cancellation. This is not some small B&B or family-owned hotel that may not be able to handle cancellations or for whom a cancellation of a three stay in their cheapest room class could have serious financial consequences. The Pan Pacific Hotels Group has a multitude of hotels in at least thirteen countries and advertise on their website that there are more coming soon. I can’t think of a single reason why they wouldn’t just let me postpone my reservation to later in the summer if they couldn’t afford to simply cancel and refund my $700US and change (the total cost of all three nights). Also frustratingly, after refusing to refund my money for a room I couldn’t use, they said they would provide me the “courtesy” of adding my family members’ names to the reservation. My reservation was for myself, my 12 year-old, and our puppy - all of which was disclosed to them upon reserving the room. Clearly putting the room in my child’s or puppy’s name accomplishes nothing. And since I paid for the room, shouldn’t they be required to let my designee stay in it? Is that really a courtesy? In my opinion, their “courtesy” was a meaningless, valueless platitude that felt and was intended to feel dismissive and rude. I truly miss the days of customers being valued and treated with a modicum of respect - or at the very least treated with the intention of creating customer goodwill and /or repeat business. Pan Pacific Whistler Village Centre really appears not to care at all about their customer experience. And if that’s true, wouldn’t it be far better to stay at and support a hotel that does?

Wonderful stay, hotel was clean, friendly staff and decent breakfast. Hotel was very quiet, very little noise. Only downside was the one elevator not working, but we were on a lower floor so wasn't a big deal. Also was nice to be able to use the pool/fitness room at the other Pan Pacific- nice perk. Also room could use more plugs/ USB hookups- definitely would add to the stay.

A friend recommended the Pan Pacific, and it was good advice - I enjoyed staying there. The room was clean and quiet. The employees were nice. And it was centrally located. I would definitely stay there again.

Great location and value for the heart of Whistler! Really appreciated the complimentary shuttle service which took us to the spa and back!

Amazing family visit. Accommodations were clean and perfect for our needs, with a lovely view. Breakfast was sufficient and consistent, and the complimentary cookies and hot chocolate in the afternoons were a hit with the family. We used the laundry multiple times as well. The shuttle service is convenient (it is an SUV, and you have to sign up for it in the lobby based on the time you will need it.) Every staff member we came in contact with was courteous and acted as if it was truly their privilege to serve us! Couldn’t have asked for a better visit. We will return.