We arrived from London England after long journey....

We arrived from London England after long journey. Our family with four young children were kept waiting for five hours as our room was not ready past the check in time.

No one had the courtesy to keep us informed and we waited in the hotel lobby waiting for our room to become available. They initially told us they would ring my cell phone once the room is available- that phone call never came.

After repeatedly asking they had no answer and rubies our mood and the whole first of three days stay in Kelowna.

Delays can happen in any hospitality but it s about how you look after the customer whilst they are kept waiting...

One of the worst customer service experiences in a hotel chain of this league...