Our vacation was ruined! Beautiful location, unfortunately, a horrible and disappointing experience for my daughter and I. This is my first negative Yelp review ever. Desolation Resort did not honor confirmed reservations I booked through Expedia. After a 10 hour commute, the horrible smirking woman at the front desk, she said her name was Jan. Jan told me that she had canceled my reservations because the room booked was not a dog-friendly room. When I booked with Expedia several days before, I specifically spoke to an Expedia agent confirming that I was booking a dog-friendly room because it was clear on the website some rooms are dog friendly, some are not, he put me on hold for a time and confirmed my room was pet-friendly without a doubt, I would have to pay an extra fee. I agreed and gave him my credit card information. I received a confirmation from Expedia with a notation "your reservation is confirmed, no need to reconfirm". The horrible woman said I called you to cancel your reservation, gee thanks, the same day while I was driving in Canada 10 hours. Someone should have called me prior to the same day, I would have boarded my dog......who is at fault Expedia or Desolation Resort???? I told the horrible woman that I would definitely make it very public, the fact that they did not honor my confirmed reservations, she then asked what kind of dog do you have? Poodle,etc. As I walked out of the office a man in medical distress and his wife told us that they were waiting for authorities due to this horrible woman's behavior and her unwillingness to give a refund for their room that he informed me had such a strong chemical odor that could not stay.....So I guess in an effort to have a full hotel for the night, and avoid bad reviews, she was going to give us a non-pet-friendly room, his rejected stinky room. Extremely poor customer service. This poor man wheezing man outside, welcomed us to Canada, and apologized to me for her behavior, and said this is not how Canadians treat people.
Beautiful place, horrible staff. Hire new management. read more