Fairways Hotel on the Mountain

The ac Made a lot of noise! Switched on by itself at 5am, made sleeping very difficult, informeer staff could resolve it for a moment but at 5am started again..

No restaurant options within walking distance not your fault

Nothing

Only one duvet bedding set - it would be nice to have additional set for those who don’t share duvet. No kitchen staples like salt, pepper and oil. Pillows are too wide and hard.

During this stay I was on the first floor and it was quite loud. There was a lot of hallway noise, dogs barking, kids running. I did not experience that previously and the demographic of the guests was different. It seems as though management may have changed.

EV charger didn’t work, no hottub unless you pay a hefty charge on top of a considerable room rate to use the one in the development, no robes (advertised as having), a/c heating system (adjacent rooms) were so noisy you couldn’t open a door to enjoy the fresh air, kitchenette had no sink but 6’ of counter space to use, the mini fridge whined intermittently all night trying to keep things cold. I couldn’t wait to get out of there.

Check in receptionist was very rude. Staff the rest of the week were great though.

I was very disappointed with my experience at this hotel.

I reserved and paid for a higher-category room. When I arrived with my service dog, the receptionist repeatedly referred to him as a “pet” despite my explaining multiple times that he is a service animal. She told me that I was not allowed to stay in the room I had booked because other guests might have allergies or be afraid of dogs. Instead, I was moved to a lower-category room where, according to her, pets are allowed.

My understanding is that service animals are not pets and that denying a guest the room they booked because they are accompanied by a service animal is inconsistent with the protections provided under British Columbia’s human rights laws.

To make matters worse, the replacement room had a non-functioning air conditioner. When I asked to speak with a manager, the receptionist refused to contact one and was not wearing a name tag, so I was unable to identify the employee involved.

In the end, the hotel did allow my service dog, which I appreciate. However, I do not believe guests travelling with service animals should receive inferior accommodation because of their service animal. I expected to receive the room I reserved, or at least an equivalent room, not a downgrade.

I hope the hotel reviews its policies and provides staff with better training on the rights of guests who travel with service animals and on how to handle these situations professionally and respectfully.