DoubleTree by Hilton West Kelowna

Worst hotel stay ever with our family. The hotel staff were yelling at a toddler in the hallway for being too loud causing them to cry, our room was on the first floor which essentially the basement level of the hotel, and the pool was shutdown due to glass being found in the pool. If you are traveling with family i recommend staying elsewhere.

We stayed here for a youth hockey tournament after the hotel was listed as a “preferred” property, but it is not set up to accommodate teams or group bookings. Between the lack of any gathering space, the pool being largely unusable, restrictive room policies, and complaints about normal conversation-level noise, the stay was challenging for families traveling as part of a team. It was also clear that the hotel had a preconceived negative view of group bookings before we even arrived and treated us unfairly from check-in to check-out, anticipating problems that never materialized. There is no common area or designated space for groups to gather, leaving kids and families with no practical option to connect other than our rooms. The kids were polite and supervised, and simply wanted a place to spend time together between games. The pool, which could have provided a space to gather, was closed for most of our stay because a faulty light fixture was dropping glass, requiring the pool to be drained, refilled, and reheated multiple times. One family was charged a very large fee after kids gathered in their room and neighboring guests complained about normal conversation-level noise, even though it was not late, there was no other place for the team to spend time together, and the kids left immediately when notified of the complaint. If noise was genuinely a concern, why were non-group guests placed in between team rooms instead of grouping us together to avoid these kinds of issues? This property may work for individual travelers, but it is not appropriate for team stays. Tournament organizers should reconsider recommending it to traveling groups.

We stayed here with our hockey team, and unfortunately the experience was extremely disappointing. This hotel was listed as a “stay-to-play” hotel, so they knew in advance that hockey teams would be booking. Despite this, they were completely unprepared and very unaccommodating. Our kids were repeatedly criticized simply for being in the hallways, as if a youth sports team was unexpected. The pool situation was a mess. The light fixtures were poorly designed and broke twice, forcing the pool to be drained both times. Instead of taking responsibility, management blamed our team. The maintenance worker was rude and unprofessional, which only added to the frustration. Most concerning was the food safety issue. One of our team moms had an allergic reaction after eating cookies that contained nuts. These were not clearly labeled, and they were not individually wrapped. Who puts walnuts in “chocolate chip” cookies without proper signage? My own child has a tree nut allergy and nearly ate one. This is completely unacceptable. Because of all this, we ended up canceling our last night and leaving early. The only positive part of our stay was Abhi at the front desk, who was incredibly helpful in getting a pillow shipped back to us. He was kind, professional, and deserves recognition. Overall, this hotel failed our team in terms of hospitality, safety, and basic customer service. We would not stay here again and would not recommend it to other teams.