NPR Reviews Provided by
Waterton Glacier Suites
Trip Type: Family
Published Date: Jan, 15, 2019 Travel Date: Dec, 1, 2018 Rating: 2
Ski Trip - Winter Break Getaway...
The hotel was very clean.
The staff were friendly.
The rooms are individually heated by gas fireplaces.
There is NO Front Desk staff from 10:00pm until 9:00am.
Very quiet and not many amenities open during the winter break time frame.
Only 1 of the 2 fireplaces were working in our end unit #107. The fireplace in the common area was not working and we couldn't figure out how to get it working. The fireplace in the master bedroom was on and blasting heat. The thermostat registered 27 degrees Celsius.
We turned off the fireplace and went out to swim and enjoy an evening walk.
Back to the room, and ready for bed. The room was still a warm 21 degrees Celsius.
Up at 2:30am the room is getting cold. My husband turns on the fireplace. Then it goes out. Turns it on again... back to bed, a few minutes later it goes out. And repeat. Back to bed, fireplace is on. Back to sleep.
Up again at 4:00am - no heat and the temperature is dropping. Pilot light is out on the gas fireplace. Smell of fuel. Husband is a firefighter. (He wasn't in a deep sleep - part of the career choice is bad sleep). He tried to get the unit going again. It will not stay lit. Turn off the pilot light, shut off the gas, something is wrong with the fireplace. No carbon monoxide detector in the room that we could find. (life threatening situation perhaps) The thermostat now reads 10 degrees Celsius.
DO WE WAKE THE SLEEPING DRAGONS? (aka Kids) - NO!! They can have the extra blanket, keep them sleeping and cozy.
Who can we call? Found the handbook in the top drawer in the dresser of the front room.
Called the Guest Services Number. If this is an emergency press "0"... ???
It's now 4:45 in the morning. The two of us are awake and shivering.
Do we press "0" and wake the kids? Will they move us rooms? To move rooms all the doors are outside access, and there is a wind warning, it is minus 20 degrees Celsius outside. We are already freezing.
If we do call…
We talk on the phone to explain what is going on and that wakes the kids anyways… = 15min +/-
Wait for staff to arrive = 15min +/-
Staff will try to fix the fireplace = 30min +/-
ok - we can not get it working = would you like to move rooms? = 10min +/-
Pack up and move everyone in our pj's in -20 with major wind warnings = 45min =+/-
The calculated risk assessment adds up to at least a 90 minute plus ordeal and we would all be exhausted.
We would have cranky, freezing kids, and it would be near 7:00am in the morning and we wouldn't be going back to sleep. Checkout is 9:00am. We have to start packing up by 8:00am anyways. NOPE - do not call. We might still get to ski if the weather improves and do a little sight seeing – Let them sleep.
It’s almost 5:00am, shiver, cuddle, add a few layers of clothes and go back to a shiver sleep.
Emailed sent to the front desk at 8:00am - We still have not received a reply to our email to date.
Upon checkout at 9:00am - Pat the Front Desk Manager stated it was "too bad" that we didn't press "0" and move rooms. He was aware of who I was ... Ohhh... you are "xxxx". Yes that is me, you received my email.
No offer of a refund.
When we asked for a refund? We were advised that "We haven't been paid by Groupon, therefore we can not offer you a refund."
No offer of a complimentary night stay at another time.
The offer should state that there may not be heat in your room when purchasing - therefore the buyer is aware.
We used a voucher with groupon - the buyer should be aware of the disclosure upon redeeming the voucher. - DO NOT expect help or resolution if you booked with GroupOn...
Yuly B., Jan 16, 2019
I'm sorry that your experience with this Groupon Getaways trip didn't go well. We appreciate you bringing this to our attention. I regret to inform you it has been decided to refuse this request because we did reached out to the hotel and request a cancellation for this reservation. However, it got declined.
Your comments regarding the matter have been noted. This decision was already been taken by the hotel. No further consideration will be given to this claim for refund.
Groupon Getaways Resolutions Team
A 48 hour resolution with Groupon took than 9 days to provide me the same offer the customer representative offered on January 02, 2019 of $54.00 groupon dollars to spend.
I did advise a girlfriend who also purchased this groupon regarding the unexpected challenges we had with our heat and the fact that there has been no reply to my email regarding the carbon monoxide detectors (life threatening?).
I have not received a followup from Groupon or the Lodge regarding this concern. It is a health and safety concern for any family staying here. A unique situation all around, but it could happen to you? and it could have been awful situation if my husband didn't wake up to the smell of gas.
- Sleep Quality: 2
- Cleanliness: 4
- Service: 2
monrabdog from: Calgary, Canada
Trip Type: Family
Published Date: Dec, 8, 2018 Travel Date: Nov, 1, 2018 Rating: 5
We had a loft suite. loft area has one queen bed, main floor has two double beds. One is a sofa bed and the other one is a wall bed. Even though it’s not super spacious to accommodate 6 ppl, but comfortable enough. The hotel is located in the center of the town. During winter time, you might not want to walk around, but during summer it will be the perfect place to stay. Italian restaurant is down stairs, open until 8 or 9pm. Pricey but worth a try. Staffs were very friendly. We really enjoyed the stay.
Alexander K from:
Trip Type: Couples
Published Date: Nov, 2, 2018 Travel Date: Nov, 1, 2018 Rating: 5
Nico was a very accommodating receptionist who check us in after front desk was closed. The rooms were clean and comfortable. The fire place was a good touch, as was the suite set up. I highly recommend this hotel.
Heather M from: Winnipeg, Canada
Published Date: Oct, 16, 2018 Travel Date: Oct, 1, 2018 Rating: 5
Lovely stay in off season
We stayed two nights at the Waterton Glacier Suites. We were impressed with the roomy suite. Both the bedroom and sitting room are heated with gas fire places. Perfect for a couple of chilly October days and nights. The bed was very comfortable and the towels and linen were of high quality. There was lots of hot water and good pressure. The staff was friendly and helpful. Would easily recommend.
Philip C from: Gloucestershire, United Kingdom
Trip Type: Couples
Published Date: Oct, 13, 2018 Travel Date: Sep, 1, 2018 Rating: 3
Pleasant but not special
We were on the 2nd floor in an oddly named “Romantic Suite” which overlooks the car park and beyond towards the lake and mountains. Compared to other hotels we stayed at in Canada over a three week period, this room was one of the most dated and had budget style furnishings. The room was spacious enough, had an efficient gas fire, well appointed en-suite and for the romantic part, a Jacuzzi in the bedroom.
No breakfast is available at the Glacier Suites so either bring your own or you can walk a few minutes into town for breakfast, the Bayshore Inn being the one they suggest which is where we ate. We found this a somewhat inconvenient setup.
In terms of a destination, Waterton Lakes is a lovely area to visit albeit the surrounding mountains and a large section of the park were recently devastated by fires, the remains of which are clear to see and quite an eye opener. The town itself is very pleasant to walk around and if you like horse riding, we thoroughly enjoyed our trekking with the efficiently run Alpine Stables which are within five minutes drive.
The various hotel booking websites offer some excellent rates for the Waterton Glacier Suites at which price they represent good value for money but if you paid the full prices shown on the hotels own website I think you’d be a bit disappointed.