Hi,
We had a terrible experience at Hyatt Kelowna. For your information, we arrived around 9:30 pm on August 17, 2025, so we werenāt able to use any of the facilities.
Regarding the room:
⢠The blind was not working when we tried to block the outside lights.
⢠The TV wasnāt working when we wanted to watch a movie with my family.
⢠The phone was disconnected and not in service, so we couldnāt call the front desk for help.
My son had to go down to the front desk to report the issues. A staff member named Ramandeep assured him that someone would come to our room within 10 minutes, but after waiting 20 minutes, no one came. My son went down again, but she was gone, and an older white man at the desk promised he would come in 10 minutes. He eventually came but said he couldnāt fix the issues and left.
The next day, I spoke with (I believe) the duty manager, whose name I donāt fully recall but think was something like āHommie.ā He was aware of our situation, apologized, and offered 15% off our stay. He even called on August 19, 2025, to confirm I would receive the refund. However, I have not received any refund since then.
I also tried calling the hotel, but no one answered, and my messages were never returned.
Overall, the service was very disappointing. The staff clearly need more training in customer service, and management should take more care in ensuring issues are handled properly if they want to attract and retain guests.