Prestige Beach House

⭐️ Very Disappointing Experience – Not as Advertised My experience at this hotel was extremely disappointing. When I first arrived and checked the room, it was completely different from the room I selected and the pictures shown on Trip.com. The actual room was much worse than what was advertised. The hotel was also not clean at all. Within one minute of walking around the room, the bottom of my socks became black from the dirty floor. The pool was also not clean, which was very disappointing. I tried to cancel my stay and get a refund after seeing the condition of the hotel, but they did not allow me to cancel or receive a refund, so I had no choice but to stay. Unfortunately, the problems continued at night. We could barely sleep because of the noise, and the bed was extremely uncomfortable. The mattress was cheap and uncomfortable, and I woke up with back pain because of it. The room was also missing basic accessories, and we found an eye mask under the bed, which made us seriously question how well the room had been cleaned before our arrival. Overall, I would not recommend this hotel. The room did not match the pictures on Trip.com, the cleanliness was poor, the pool was dirty, the bed was extremely uncomfortable, and the noise made it very difficult to sleep. Very disappointing experience and definitely not worth the money.

⭐⭐⭐⭐⭐ The customer service at Prestige Beach House was truly outstanding. Our family experienced an unexpected emergency, and throughout the entire situation, the staff were incredibly compassionate, understanding, and accommodating. They went above and beyond to work with us and made what was already a very difficult situation feel a little easier. Their kindness, patience, and genuine concern meant so much to our family. It’s not often you come across such exceptional customer service, and we are incredibly grateful for the way the Prestige Beach House team treated us. Their compassion and understanding did not go unnoticed and are a true reflection of the quality of their staff.

We requested early check in but did not get which was no big deal, we checked in about 3:00 PM and upon entrance to our room we could smell rotten eggs or a sewer smell. There was a house cleaner in the hallway and we asked her to come in and she smelled it. We were down for a wedding so we had to step out right away and we informed the front desk of the smell and that we would be out of our room for a few hours and that they could have access to the room. We returned at 6:30 and still had the smell, we had to sleep with the patio door open to be able to sleep. We informed them again in the morning as that was the day of the wedding, and we went about our day as we returned at 2:00 pm the smell was gone. We requested compensation for the first night stay and they basically said they tried to have access to the room that day but we did not answer but we were very clear that we were out for two hours so they could address the problem. Follow up phone call with JJ Fernadez today and he basically told us to pond sand. I never post bad reviews but in this case I feel I have to. Expensive room $399.00 per night not even close to a good value.

I booked a pet friendly room and travelled from Vancouver to Kelowna for the weekend. I showed up to the hotel and they don’t have a booking for me. I gave my credit information and they confirmed im booked day before. They didn’t even send an email confirmation (I booked the day before). And she said somehow the system must of failed or implied because we never got an email confirmation that we never booked. Thank you for this experience 🫶🏽