Sun Peaks Grand Hotel & Conference Centre

I'm almost sad to rate this wonderful mountain delight 3 stars but unfortunately after having to deal with the rude, self centered, egotistical and worst of all argumentative " agent" at the desk this morning I would've actually rated 0 stars.
We come here either as a family, couple or friends on average twice a year and we're actually here this time because our daughter wanted to get married at this gorgeous property.

From the moment we checked in last night our expectations were far surpassed!! The young lady that checked us in was so delightful, magnetic, funny and most importantly 100% customer focused and driven. She literally was so inviting and sweet we wanted to pack her home with us. We even offered her a position with our company, a luxury retreat on the west coast ( This still stands Tatiana). She is everything that symbolizes customer service and is everything the WETCO approach to hiring stands for. She doesn't just make an effort , she makes ALL the right efforts...
1) smile warmly make eye contact
2) Engage, show people you ARE interested
3) Communicate, talk to them!
4) Yes attitude, of course I'd be happy to
5) Ownership
6) Most importantly, have fun because when you're having fun your guests are having fun.

She is the model of WOW customer service .
We were absolutely stunned when we learned she was brand new and was entry level GSA, we thought she was for sure in a management position.
She gave us everything we needed and then some.
She is the ONLY reason I'm giving ANY stars or any positive review whatsoever!

Great job Tatiana, I apologize if I misspelled your name dear.

Now unfortunately on to the horrendous agent this morning.
I called to book a pool time as we were told to do and here's where the service begins to falter .
The girl I spoke to Ira, I believe she said her name was ( she was at the desk when we went down as well, dark hair tall , slender with an accent and unbelievably rude). Not the younger sweet blond girl.
First she told me that I would have to call back to book my time, so I asked if it would be easier to come down, she replied if that's what you want to do?!?
So we went downstairs...

I then inquired about the delicious sounding brunch buffet that Tatiana gushed about for our breakfast option. She told us that there was no buffet, we told her Tatiana told us about it.

She then gave a eye roll and said she doesn't know what she's talking about there is no buffet.
Who speaks like that about co-workers?
Unbelievable!

Needless to say there WAS a buffet style brunch and she was incorrect.
The breakfast buffet was between 7am and 11am and was delicious!

We again asked about the pool at which point she became more argumentative then to begin with.
I really don't appreciate being told I'm wrong when it comes to my opinion on things I like to eat and do, especially by a pompous, rude, ill mannered agent, and to think that she's the supervisor ( which she informed us was her title after asking for management) is beyond disheartening.

From that point on we refused to communicate with the front desk.

I cannot stress the importance of customer service strongly enough.

We have been owners in the hospitality industry for over 50 years and first impressions are key.
They can make or break a customer's entire stay and word of mouth especially with social media etc. is also one of our biggest assets/tools in the industry but it's also more valuable in the sense if someone is looking for their next holiday and reads reviews.

Word of mouth travels fast but reviews are faster and stay out there permanently.

So in closing,
My daughter will still be booking her wedding here
A) because of the outstanding stunning property

B) because your 1 front desk agent Tatiana literally made my daughter want to include her in our family but especially in helping make these special memories.

Oh and I must mention the updates to the rooms are outstanding! They literally have every WOW factor.
Outstanding!

In closing to my long winded review,
C

Clean rooms and common areas, friendly + helpful staff made our stay very pleasant. Hotel is extremely well located, just off the main village walk on one side and just off the ski slopes on the other. Close to the new ice skating center. No more than a 5 minute walk to anywhere.

For amenities, proximity to the hill, village, shopping and good eats, this is the place to be. The best patio lounge, pool, ski tickets and rentals, and one of our favorite restaurants all under one roof, is enough of a reason why we always return - but the rooms are clean and stylish, the views are stellar, the entire establishment is well maintained and the staff are cheery andattentive. Thanks for yet another great getaway. We'll be back!

Great location, nice staff, very beautiful decor and rooms. The only downsides were parking over night was an extra 20$ per night but we parked in P2 for free instead and just walked 1 min. The rooms didn’t have a microwave which was too bad as I want to heat up drinks, snacks, etc. Probably it is an effort to get people to eat at the restaurants in town but for the price of the room a microwave is an essential. They do have microwaves on each floor though they are sometimes at the opposite ends. Overall, everything was great and the hot tubs are a must! The staff were super friendly and the Mantles restaurant has superior food. Make sure you request a room with a view (of the ski hill).

Sun Peaks Grand Hotel was extremely accommodating for my weekend stay with my partner. The staff were very pleasant and very informative with any questions we had about the resort and planning our day on the mountains. Great location - right in the village. Hottub and pool available for booking time slots ahead of time to ensure it is safe and not shared with other people. Would come back again!