We went to Kelowna, unexpectently, for my grandmother's funeral. Unfortunately, we pre-paid this place on Expedia and could not get our money back or we would have checked out shortly after check-in and rented a budget hotel which would have been better
We had all kinds of problems.... communicated them with management upon check-in and throughout my stay... because of the lack presence of staff, much was communicated with email. Here is a excerpt from my email with Mark, the administrator, who basically runs the place by a cell phone as he is mostly NOT in the office (which is garage of the house). They do have a telephone on the external of the garage door for this reason.
The following is part of my email to Mark describing the problems:
-the front door was locked, but answered shortly
-there is no lobby to speak of, it's a small office built into the side of the garage
-a second set of keys was not immediately available, and an unorganized box full of dozens of keys were brought to our room in a food container and were subsequently checked in our door until (one was found about a half hour later)
-We were informed that we were "upgraded" to a full kitchen and laundry. However, we advised you immediately we did not want the upgrade but wanted the room with a fireplace in it as this is what the website illstrated. The website also has both a description and a photo of in-suite laundry and a photograph of the full kitch of the room we rec'd, so the variance was perceived as a downgrade not an upgrade. We were advised that there were no available rooms with a fireplace.
*Within the first two hours:
-We were unsuccessful in accessing the free wireless internet -we were told about at check-in, and had to call the office and leave a message after which you brought us the information we needed to login
-We discovered dirty dishes in our dishwasher
-We discovered leftover groceries from a previous tennat (two grocery bags, an opened bag of candy bars, and a receipt dated Nov 4th)
Within the first 24 hours:
-We discovered dirty dishes in the cabinet, including one covered in a slime-like substance similar to a bowl that had the remains of chicken soup in it. We hand-washed all of the dishes after that discovery.
-Housekeeping was not rendered (beds not made, garbages not emptied, dirty towels remained in shower where we left them to be replaced), and did not take place at all. We had discussed this last night at which point you informed me that we would receive full room service daily. You even asked me what time I would like it, and we agreed your usual time of 12:00 pm worked well with our schedule. We were out of the room by 11:00 am, attending a funeral, as I promised you we would be. Arriving back early evening, I communicated this to you. You promptly brought us fresh towels which was appreicated. At this time I expressed our overall disatisfacton to you in person and you responded by saying "tomorrow I will make sure they do an extra good job".
-Since there is nobody in the office, and apparently no chain of command or management outside of you Mark, I put forward a formal complain the only way I new how by emailing Expedia's Customer Service Department and sending an email to the Property Management contact email listed on your website at Stay@AckerSuites.com.
-I received a fairly prompt reply, from you, the content of which sought to explain and justify the situation and included a perceived sarcastic undertone and condescending remarks (ie. "Sorry no steaks in the freezer this time." and "Yes, it must be all my fault."
I highly recommend you do NOT stay here because they promote a first-class executive home... and the standards and service we received are far worse than budget motels we've stayed in this summer for $40 bucks when we were on vacation.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC